SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 32 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.
Service performance
70 eligible records in this yearAverage first response
3.8 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.7%
7 call(s) over the 8-hour target
First-time fix
72.5%
Where the source records the field
Volume
Contract calls
70
102 calls logged in the period
Off contract
12
£4,680 chargeable
Open / closed
2 / 100
Across the selected period
Data-quality gaps
2
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
70
records
- Backup9
- Printing9
- Security8
- User admin7
- Email7
- Hardware7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 70 | 3.82 hr | 89.7% | 7 | 32 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 16 | 2.57 hr | 87% | 2 |
| Stacey Thomas | 11 | 7.70 hr | 82% | 2 |
| Barry Ebbs | 8 | 2.51 hr | 88% | 1 |
| Damian Armstrong | 6 | 2.21 hr | 100% | 0 |
| Aiden Higgins | 5 | 1.36 hr | 100% | 0 |
| Kelly Gregory | 4 | 10.92 hr | 75% | 1 |
| Chloe Dempsey | 4 | 1.95 hr | 100% | 0 |
| Daniel Blacker | 4 | 1.33 hr | 100% | 0 |
| Phil Jenkins | 3 | 0.83 hr | 100% | 0 |
| Rachael Parkin | 3 | 2.32 hr | 100% | 0 |
| (Not recorded) | 2 | 3.55 hr | 100% | 0 |
| Julie Herbert | 2 | 1.44 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 38.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308886 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-12 11:17 | 46.24 hr | +38.2 | SE | Restore request |
| 308900 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-07-28 15:24 | 43.13 hr | +35.1 | KB | Name change request |
| 308825 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-01-28 08:56 | 27.41 hr | +19.4 | KB | Spoofed email reported |
| 308913 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-08-20 17:31 | 17.17 hr | +9.2 | SE | Scan to email failing |
| 308820 | Karen Taylor | Lenovo ThinkPad T14 | 2026-01-09 13:45 | 10.16 hr | +2.2 | AB | Handset registration |
| 308863 | Barry Ebbs | Dell Latitude 5440 | 2026-04-29 16:35 | 9.09 hr | +1.1 | TAG | Replacement keyboard |
| 308868 | Karen Taylor | Dell Latitude 5440 | 2026-05-07 08:35 | 8.79 hr | +0.8 | SE | MFA reset |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Printing | 4 | 15 Jan 2026 – 03 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 4 | 16 Mar 2026 – 29 Jul 2026 |
| Karen Taylor | Telephony | 3 | 09 Jan 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Backup / restore | 3 | 26 Jan 2026 – 26 May 2026 |
| HP EliteBook 840 G9 | Telephony | 3 | 04 Mar 2026 – 13 May 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 3 | 16 Mar 2026 – 07 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
102 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| RUF662-100329 | 25 Aug 2026 | Service Request | New starter setup User admin · ML · Head Office | P4 | Closed | 1.37 hr | 1.4 days | Met |
| RUF662-100328 | 24 Aug 2026 | Service Request | Handset registration Telephony · SE · Remote | P3 | Open | — | — | n/a |
| RUF662-100327 | 21 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100326 | 20 Aug 2026 | Change | Scan to email failing Printing · SE · Head Office | P3 | Closed | 17.17 hr | 1.4 days | Missed |
| RUF662-100325 | 19 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Remote | P2 | Resolved | 1.45 hr | 1.5 days | Met |
| RUF662-100324 | 17 Aug 2026 | Incident | Site offline Network · ML · Head Office | P2 | Closed | 0.95 hr | 13.1 hr | Met |
| RUF662-100323 | 14 Aug 2026 | Quote · excluded | Leaver process User admin · ML · Head Office | P2 | Closed | — | — | n/a |
| RUF662-100322 | 13 Aug 2026 | Project · excluded | Leaver process User admin · TAG · Head Office | P3 | In Progress | — | — | n/a |
| RUF662-100321 | 12 Aug 2026 | Incident | Database timeout Line of business app · BK · Head Office | P2 | Closed | 1.08 hr | 1.6 days | Met |
| RUF662-100320 | 11 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | 1.49 hr | 2.3 days | Met |
| RUF662-100319 | 06 Aug 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| RUF662-100318 | 04 Aug 2026 | Service Request · excluded | Report not generating Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| RUF662-100317 | 03 Aug 2026 | Incident | Toner replacement Printing · AB · Branch | P1 | Resolved | 0.58 hr | 17.6 hr | Met |
| RUF662-100316 | 31 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 2.94 hr | 18.2 hr | Met |
| RUF662-100315 | 30 Jul 2026 | Service Request | Mailbox delegation Email · BK · Remote | P4 | Closed | 1.19 hr | 22.6 hr | Met |
| RUF662-100314 | 29 Jul 2026 | Service Request | Switch port fault Network · AB · Head Office | P2 | Closed | 0.26 hr | 16.7 hr | Met |
| RUF662-100313 | 28 Jul 2026 | Incident | Name change request User admin · KB · Remote | P3 | Resolved | 43.13 hr | 1.9 days | Missed |
| RUF662-100312 | 27 Jul 2026 | Change | Switch port fault Network · BK · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100311 | 22 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P1 | Closed | 0.68 hr | 9.4 hr | Met |
| RUF662-100310 | 20 Jul 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Resolved | 3.56 hr | 1.2 days | Met |
| RUF662-100309 | 17 Jul 2026 | Service Request | Toner replacement Printing · BK · Remote | P2 | Closed | 1.37 hr | 12.4 hr | Met |
| RUF662-100308 | 16 Jul 2026 | Service Request | Message quarantined Email · KB · Branch | P3 | Closed | 1.26 hr | 2.5 days | Met |
| RUF662-100307 | 08 Jul 2026 | Incident | Printer offline Printing · ML · Remote | P2 | Closed | 1.02 hr | 12.5 hr | Met |
| RUF662-100306 | 04 Jul 2026 | Incident · excluded | MFA reset Security · AB · Head Office | P3 | Resolved | — | — | n/a |
| RUF662-100305 | 03 Jul 2026 | Project · excluded | Restore request Backup · SE · Site 2 | P3 | Closed | — | — | n/a |
| RUF662-100304 | 01 Jul 2026 | Change · excluded | Screen flickering Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| RUF662-100303 | 23 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Resolved | 0.90 hr | 2.4 days | Met |
| RUF662-100302 | 22 Jun 2026 | Service Request | MFA reset Security · KB · Head Office | P3 | Closed | 0.24 hr | 2.1 days | Met |
| RUF662-100301 | 16 Jun 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P2 | Closed | 1.33 hr | 1.8 days | Met |
| RUF662-100300 | 13 Jun 2026 | Change · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100299 | 12 Jun 2026 | Change | Restore request Backup · SE · Branch | P3 | Closed | 46.24 hr | 0.8 hr | Missed |
| RUF662-100298 | 11 Jun 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P2 | Closed | 1.47 hr | 2.1 days | Met |
| RUF662-100297 | 10 Jun 2026 | Project · excluded | MFA reset Security · SE · Site 2 | P4 | Closed | — | — | n/a |
| RUF662-100296 | 08 Jun 2026 | Quote · excluded | Scan to email failing Printing · BK · Remote | P2 | Resolved | — | — | n/a |
| RUF662-100295 | 05 Jun 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| RUF662-100294 | 04 Jun 2026 | Quote · excluded | New extension setup Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| RUF662-100293 | 02 Jun 2026 | Service Request | Switch port fault Network · TAG · Remote | P3 | Resolved | 3.14 hr | 1.7 days | Met |
| RUF662-100292 | 29 May 2026 | Project · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| RUF662-100291 | 28 May 2026 | Service Request | Licence renewal Line of business app · TAG · Branch | P1 | Closed | 0.08 hr | 9.5 hr | Met |
| RUF662-100290 | 27 May 2026 | Incident | Leaver process User admin · AB · Branch | P3 | Resolved | 0.15 hr | 1.8 days | Met |
| RUF662-100289 | 26 May 2026 | Change | Restore request Backup · SE · Head Office | P4 | Closed | 0.95 hr | 2.0 days | Met |
| RUF662-100288 | 23 May 2026 | Incident | Endpoint alert investigation Security · KB · Remote | P4 | Resolved | 0.06 hr | 18.7 hr | Met |
| RUF662-100287 | 20 May 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Head Office | P2 | Resolved | 0.33 hr | 2.1 days | Met |
| RUF662-100286 | 15 May 2026 | Incident | Restore request Backup · TAG · Head Office | P2 | Closed | 1.38 hr | 2.3 days | Met |
| RUF662-100285 | 14 May 2026 | Service Request | Screen flickering Hardware · AB · Site 2 | P4 | Resolved | 0.15 hr | 2.5 days | Met |
| RUF662-100284 | 13 May 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P2 | Closed | 1.60 hr | 1.8 days | Met |
| RUF662-100283 | 12 May 2026 | Incident | Handset registration Telephony · TAG · Head Office | P3 | Resolved | 0.63 hr | 13.3 hr | Met |
| RUF662-100282 | 08 May 2026 | Service Request | Switch port fault Network · ML · Head Office | P3 | Closed | 0.50 hr | 2.2 days | Met |
| RUF662-100281 | 07 May 2026 | Service Request | MFA reset Security · SE · Remote | P4 | Closed | 8.79 hr | 1.3 days | Missed |
| RUF662-100280 | 06 May 2026 | Quote · excluded | Call quality issue Telephony · BK · Head Office | P2 | Resolved | — | — | n/a |
| RUF662-100279 | 05 May 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 1.35 hr | 0.5 hr | Met |
| RUF662-100278 | 01 May 2026 | Quote · excluded | Message quarantined Email · KB · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100277 | 30 Apr 2026 | Service Request | Spoofed email reported Email · AB · Head Office | P4 | Closed | 4.99 hr | 1.3 hr | Met |
| RUF662-100276 | 29 Apr 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P4 | Resolved | 9.09 hr | 15.1 hr | Missed |
| RUF662-100275 | 28 Apr 2026 | Change | Report not generating Line of business app · AB · Head Office | P2 | Resolved | 1.49 hr | 2.2 days | Met |
| RUF662-100274 | 27 Apr 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Resolved | 0.55 hr | 3.8 hr | Met |
| RUF662-100273 | 24 Apr 2026 | Incident | Replacement keyboard Hardware · ML · Branch | P3 | Resolved | 1.33 hr | 2.4 days | Met |
| RUF662-100272 | 23 Apr 2026 | Change | Laptop will not boot Hardware · ML · Head Office | P2 | Closed | 0.72 hr | 14.7 hr | Met |
| RUF662-100271 | 22 Apr 2026 | Incident | Switch port fault Network · TAG · Head Office | P4 | Closed | 0.83 hr | 8.7 hr | Met |
| RUF662-100270 | 20 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 5.85 hr | 1.6 days | Met |
| RUF662-100269 | 17 Apr 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 0.56 hr | 1.9 days | Met |
| RUF662-100268 | 16 Apr 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P1 | Closed | 4.39 hr | 11.9 hr | Met |
| RUF662-100267 | 15 Apr 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | 0.65 hr | 2.0 days | Met |
| RUF662-100266 | 13 Apr 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Head Office | P4 | Closed | — | — | n/a |
| RUF662-100265 | 10 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Closed | 1.47 hr | 2.4 hr | Met |
| RUF662-100264 | 08 Apr 2026 | Incident · excluded | Switch port fault Network · AB · Remote | P2 | Closed | — | — | n/a |
| RUF662-100263 | 07 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100262 | 02 Apr 2026 | Project · excluded | Screen flickering Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| RUF662-100261 | 01 Apr 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 0.50 hr | 2.0 days | Met |
| RUF662-100260 | 31 Mar 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Resolved | 0.73 hr | 2.0 days | Met |
| RUF662-100259 | 27 Mar 2026 | Incident | Database timeout Line of business app · KB · Remote | P4 | Closed | 1.38 hr | 1.1 days | Met |
| RUF662-100258 | 24 Mar 2026 | Change | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 0.30 hr | 2.0 days | Met |
| RUF662-100257 | 23 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Closed | 1.82 hr | 1.8 days | Met |
| RUF662-100256 | 20 Mar 2026 | Incident | Leaver process User admin · ML · Branch | P2 | Closed | 1.19 hr | 18.3 hr | Met |
| RUF662-100255 | 19 Mar 2026 | Quote · excluded | Handset registration Telephony · BK · Remote | P2 | Resolved | — | — | n/a |
| RUF662-100254 | 17 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Resolved | 5.62 hr | 2.2 days | Met |
| RUF662-100253 | 16 Mar 2026 | Incident | MFA reset Security · BK · Remote | P3 | Closed | 3.62 hr | 1.3 days | Met |
| RUF662-100252 | 10 Mar 2026 | Incident | Spoofed email reported Email · KB · Head Office | P4 | Closed | 0.33 hr | 2.5 days | Met |
| RUF662-100251 | 06 Mar 2026 | Service Request · excluded | Handset registration Telephony · BK · Head Office | P2 | Closed | — | — | n/a |
| RUF662-100250 | 04 Mar 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P2 | Resolved | 0.18 hr | 12.8 hr | Met |
| RUF662-100249 | 27 Feb 2026 | Project · excluded | Licence renewal Line of business app · ML · Head Office | P4 | Resolved | — | — | n/a |
| RUF662-100248 | 26 Feb 2026 | Quote · excluded | Distribution list change Email · ML · Branch | P3 | Closed | — | — | n/a |
| RUF662-100247 | 19 Feb 2026 | Quote · excluded | Switch port fault Network · TAG · Branch | P2 | Closed | — | — | n/a |
| RUF662-100246 | 17 Feb 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 0.35 hr | 10.3 hr | Met |
| RUF662-100245 | 16 Feb 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 1.50 hr | 1.5 days | Met |
| RUF662-100244 | 12 Feb 2026 | Project · excluded | Call quality issue Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100243 | 11 Feb 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Closed | 5.32 hr | 15.0 hr | Met |
| RUF662-100242 | 09 Feb 2026 | Incident · excluded | New extension setup Telephony · SE · Branch | P3 | Resolved | — | — | n/a |
| RUF662-100241 | 04 Feb 2026 | Planned Install · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100240 | 02 Feb 2026 | Project · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| RUF662-100239 | 30 Jan 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P2 | Closed | 0.07 hr | 20.7 hr | Met |
| RUF662-100238 | 28 Jan 2026 | Service Request | Spoofed email reported Email · KB · Branch | P4 | Closed | 27.41 hr | 11.1 hr | Missed |
| RUF662-100237 | 26 Jan 2026 | Incident | Backup capacity review Backup · SE · Head Office | P2 | Closed | 0.94 hr | 22.9 hr | Met |
| RUF662-100236 | 23 Jan 2026 | Service Request | New printer driver rollout Printing · TAG · Remote | P2 | Resolved | 5.28 hr | 2.4 days | Met |
| RUF662-100235 | 22 Jan 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| RUF662-100234 | 15 Jan 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Resolved | 0.96 hr | 1.8 days | Met |
| RUF662-100233 | 09 Jan 2026 | Service Request | Handset registration Telephony · AB · Site 2 | P3 | Closed | 10.16 hr | 1.9 days | Missed |
| RUF662-100232 | 08 Jan 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Resolved | 5.88 hr | 0.7 hr | Met |
| RUF662-100231 | 07 Jan 2026 | Incident | Retention change Backup · AB · Head Office | P2 | Closed | 1.18 hr | 6.9 hr | Met |
| RUF662-100230 | 05 Jan 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Resolved | 4.50 hr | 2.0 days | Met |
| RUF662-100229 | 02 Jan 2026 | Project · excluded | Switch port fault Network · KB · Site 2 | P3 | Closed | — | — | n/a |
| RUF662-100228 | 01 Jan 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P3 | Closed | — | — | n/a |
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.