SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 81 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
202 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.0%
15 call(s) over the 8-hour target
First-time fix
73.2%
Where the source records the field
Volume
Contract calls
202
283 calls logged in the period
Off contract
26
£9,943.5 chargeable
Open / closed
13 / 270
Across the selected period
Data-quality gaps
15
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
202
records
- Line of business app27
- Backup26
- Printing22
- Security22
- Email19
- Hardware19
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 202 | 4.21 hr | 92.0% | 15 | 81 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 32 | 2.76 hr | 93% | 2 |
| Karen Taylor | 31 | 2.24 hr | 100% | 0 |
| Kelly Gregory | 26 | 4.46 hr | 92% | 2 |
| Barry Ebbs | 19 | 3.91 hr | 89% | 2 |
| Stacey Thomas | 16 | 3.13 hr | 93% | 1 |
| (Not recorded) | 14 | 1.55 hr | 100% | 0 |
| Daniel Blacker | 13 | 14.33 hr | 83% | 2 |
| Aiden Higgins | 12 | 2.35 hr | 92% | 1 |
| Damian Armstrong | 9 | 1.03 hr | 100% | 0 |
| Julie Herbert | 9 | 10.52 hr | 63% | 3 |
| Chloe Dempsey | 9 | 9.67 hr | 78% | 2 |
| Rachael Parkin | 7 | 1.37 hr | 100% | 0 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 112.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304123 | Daniel Blacker | Dell Latitude 5440 | 2026-01-10 16:00 | 120.20 hr | +112.2 | SE | Restore request |
| 304309 | Chloe Dempsey | HP ProBook 450 G6 | 2026-06-26 17:12 | 44.05 hr | +36.0 | BK | Phishing report triage |
| 304179 | Kelly Gregory | Dell OptiPlex 3050 | 2026-03-05 10:04 | 41.87 hr | +33.9 | BK | Docking station not detected |
| 304272 | Julie Herbert | Apple MacBook Pro 14 | 2026-05-25 08:44 | 37.25 hr | +29.3 | AB | Call quality issue |
| 304176 | Chloe Dempsey | HP ProBook 450 G6 | 2026-03-01 12:51 | 36.17 hr | +28.2 | BK | Application crash on launch |
| 304135 | Barry Ebbs | Apple MacBook Air M2 | 2026-01-20 15:35 | 34.13 hr | +26.1 | AB | Printer offline |
| 304374 | Daniel Blacker | Dell Latitude 5440 | 2026-08-13 16:30 | 33.57 hr | +25.6 | KB | Slow VPN |
| 304345 | Julie Herbert | Apple MacBook Pro 14 | 2026-07-21 16:28 | 26.07 hr | +18.1 | ML | New starter setup |
| 304364 | Anne-Marie Cable | Apple iPhone 14 | 2026-08-05 12:44 | 24.14 hr | +16.1 | SE | Distribution list change |
| 304367 | Stacey Thomas | Dell Latitude E7470 | 2026-08-07 15:12 | 16.31 hr | +8.3 | ML | OneDrive sync conflict |
| 304247 | Julie Herbert | Brother MFC-L8690 | 2026-05-01 15:27 | 11.70 hr | +3.7 | TAG | Mailbox delegation |
| 304186 | Aiden Higgins | HP LaserJet M480 | 2026-03-10 11:03 | 10.25 hr | +2.3 | SE | Restore request |
| 304354 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-07-27 11:34 | 10.00 hr | +2.0 | TAG | Spoofed email reported |
| 304202 | Barry Ebbs | HPE Aruba 2530 | 2026-03-23 17:44 | 9.44 hr | +1.4 | BK | Outlook not syncing |
| 304205 | Kelly Gregory | Apple MacBook Pro 14 | 2026-03-25 10:08 | 8.26 hr | +0.3 | ML | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 10 | 15 Jan 2026 – 07 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 7 | 07 Jan 2026 – 20 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 6 | 12 Jan 2026 – 26 Jun 2026 |
| Anne-Marie Cable | Line of business app | 6 | 13 Jan 2026 – 18 May 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 6 | 04 Feb 2026 – 05 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 06 Feb 2026 – 21 Jul 2026 |
| Anne-Marie Cable | User administration | 4 | 08 Jan 2026 – 08 Aug 2026 |
| Barry Ebbs | Monitoring / server / security | 4 | 09 Jan 2026 – 02 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Email / Microsoft 365 | 6 | 24 Feb 2026 – 03 Jul 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 5 | 08 Jan 2026 – 07 Aug 2026 |
| HP ProDesk 400 G7 | Monitoring / server / security | 5 | 13 Feb 2026 – 29 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 4 | 07 Jan 2026 – 10 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 10 Jan 2026 – 13 Aug 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 4 | 12 Jan 2026 – 27 Jul 2026 |
| Apple MacBook Air M2 | Backup / restore | 4 | 16 Jan 2026 – 16 Jul 2026 |
| Samsung Galaxy S23 | Line of business app | 4 | 05 Mar 2026 – 21 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
283 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| SKE103-100857 | 25 Aug 2026 | Service Request | Screen flickering Hardware · AB · Remote | P4 | In Progress | — | — | n/a |
| SKE103-100856 | 25 Aug 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | In Progress | — | — | n/a |
| SKE103-100855 | 24 Aug 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Open | — | — | n/a |
| SKE103-100854 | 24 Aug 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | In Progress | — | — | n/a |
| SKE103-100853 | 21 Aug 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100852 | 21 Aug 2026 | Incident | New printer driver rollout Printing · ML · Branch | P2 | In Progress | — | — | n/a |
| SKE103-100851 | 20 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Open | — | — | n/a |
| SKE103-100850 | 20 Aug 2026 | Incident | Spoofed email reported Email · SE · Head Office | P2 | Resolved | 1.32 hr | 1.1 days | Met |
| SKE103-100849 | 19 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | In Progress | — | — | n/a |
| SKE103-100848 | 19 Aug 2026 | Change | New printer driver rollout Printing · AB · Remote | P4 | Closed | 0.56 hr | 1.1 days | Met |
| SKE103-100847 | 19 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P4 | Resolved | 0.89 hr | 3.1 hr | Met |
| SKE103-100846 | 18 Aug 2026 | Quote · excluded | New extension setup Telephony · AB · Remote | P4 | Resolved | — | — | n/a |
| SKE103-100845 | 18 Aug 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P1 | Closed | 2.24 hr | 3.4 hr | Met |
| SKE103-100844 | 17 Aug 2026 | Incident | Handset registration Telephony · TAG · Site 2 | P4 | Resolved | 1.25 hr | 2.1 days | Met |
| SKE103-100843 | 16 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | 1.17 hr | 1.8 days | Met |
| SKE103-100842 | 16 Aug 2026 | Service Request | Application crash on launch Line of business app · ML · Site 2 | P4 | Closed | 1.12 hr | 1.3 days | Met |
| SKE103-100841 | 14 Aug 2026 | Change | Backup job failed Backup · KB · Head Office | P4 | Closed | 0.48 hr | 18.5 hr | Met |
| SKE103-100840 | 13 Aug 2026 | Quote · excluded | Message quarantined Email · TAG · Branch | P3 | In Progress | — | — | n/a |
| SKE103-100839 | 13 Aug 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 33.57 hr | 8.6 hr | Missed |
| SKE103-100838 | 12 Aug 2026 | Incident | Backup job failed Backup · SE · Branch | P3 | Resolved | 0.35 hr | 15.4 hr | Met |
| SKE103-100837 | 10 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Remote | P3 | Resolved | 0.08 hr | 1.6 days | Met |
| SKE103-100836 | 10 Aug 2026 | Incident | Site offline Network · TAG · Head Office | P4 | Closed | 2.08 hr | 1.8 days | Met |
| SKE103-100835 | 08 Aug 2026 | Incident | New starter setup User admin · ML · Head Office | P4 | Closed | 1.29 hr | 2.5 days | Met |
| SKE103-100834 | 08 Aug 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| SKE103-100833 | 07 Aug 2026 | Incident | Spoofed email reported Email · KB · Branch | P3 | Resolved | 1.37 hr | 1.6 days | Met |
| SKE103-100832 | 07 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Closed | 16.31 hr | 1.6 days | Missed |
| SKE103-100831 | 07 Aug 2026 | Incident | Site offline Network · KB · Head Office | P1 | Closed | 0.78 hr | 11.8 hr | Met |
| SKE103-100830 | 06 Aug 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | 1.91 hr | 1.7 days | Met |
| SKE103-100829 | 05 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P2 | Closed | 24.14 hr | 16.5 hr | Missed |
| SKE103-100828 | 05 Aug 2026 | Service Request · excluded | Name change request User admin · ML · Head Office | P1 | Closed | — | — | n/a |
| SKE103-100827 | 03 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Remote | P3 | Closed | 0.97 hr | 2.0 days | Met |
| SKE103-100826 | 31 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| SKE103-100825 | 30 Jul 2026 | Quote · excluded | Slow VPN Network · ML · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100824 | 30 Jul 2026 | Service Request | Licence renewal Line of business app · AB · Remote | P4 | Closed | 0.74 hr | 10.6 hr | Met |
| SKE103-100823 | 29 Jul 2026 | Service Request | Slow VPN Network · AB · Head Office | P2 | Closed | 0.56 hr | 1.3 days | Met |
| SKE103-100822 | 29 Jul 2026 | Service Request | Toner replacement Printing · TAG · Branch | P3 | Closed | 3.73 hr | 16.5 hr | Met |
| SKE103-100821 | 29 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | 0.09 hr | 13.0 hr | Met |
| SKE103-100820 | 28 Jul 2026 | Change · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100819 | 27 Jul 2026 | Change | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 10.00 hr | 1.2 days | Missed |
| SKE103-100818 | 27 Jul 2026 | Quote · excluded | New starter setup User admin · BK · Remote | P4 | In Progress | — | — | n/a |
| SKE103-100817 | 24 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | 6.03 hr | 1.9 hr | Met |
| SKE103-100816 | 23 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Remote | P3 | Open | — | — | n/a |
| SKE103-100815 | 23 Jul 2026 | Service Request | Retention change Backup · BK · Remote | P3 | Closed | 4.02 hr | 1.7 days | Met |
| SKE103-100814 | 23 Jul 2026 | Change | Printer offline Printing · AB · Head Office | P4 | Resolved | 1.08 hr | 1.9 days | Met |
| SKE103-100813 | 22 Jul 2026 | Service Request | Restore request Backup · KB · Branch | P3 | Closed | 0.47 hr | 2.1 days | Met |
| SKE103-100812 | 21 Jul 2026 | Incident | Licence renewal Line of business app · AB · Site 2 | P3 | Closed | 1.54 hr | 16.9 hr | Met |
| SKE103-100811 | 21 Jul 2026 | Service Request | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 0.39 hr | 1.1 days | Met |
| SKE103-100810 | 21 Jul 2026 | Service Request | New starter setup User admin · ML · Head Office | P4 | Closed | 26.07 hr | 8.2 hr | Missed |
| SKE103-100809 | 20 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 0.96 hr | 3.0 hr | Met |
| SKE103-100808 | 20 Jul 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| SKE103-100807 | 17 Jul 2026 | Service Request | Printer offline Printing · AB · Branch | P4 | Closed | 0.78 hr | 1.5 days | Met |
| SKE103-100806 | 17 Jul 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P2 | Closed | 0.62 hr | 5.3 hr | Met |
| SKE103-100805 | 17 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Closed | 0.11 hr | 2.0 days | Met |
| SKE103-100804 | 16 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P4 | Closed | 0.44 hr | 11.2 hr | Met |
| SKE103-100803 | 16 Jul 2026 | Incident | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 1.01 hr | 1.8 days | Met |
| SKE103-100802 | 16 Jul 2026 | Project · excluded | Handset registration Telephony · ML · Remote | P3 | In Progress | — | — | n/a |
| SKE103-100801 | 15 Jul 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 1.29 hr | 1.9 days | Met |
| SKE103-100800 | 15 Jul 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P4 | Resolved | 0.30 hr | 8.2 hr | Met |
| SKE103-100799 | 14 Jul 2026 | Quote · excluded | Licence renewal Line of business app · SE · Remote | P2 | In Progress | — | — | n/a |
| SKE103-100798 | 14 Jul 2026 | Incident | Permission change User admin · AB · Head Office | P4 | Closed | 0.93 hr | 1.7 days | Met |
| SKE103-100797 | 13 Jul 2026 | Incident | Restore request Backup · ML · Branch | P4 | Resolved | 3.03 hr | 13.0 hr | Met |
| SKE103-100796 | 12 Jul 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Closed | 1.21 hr | 2.4 days | Met |
| SKE103-100795 | 12 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P2 | Closed | 0.09 hr | 1.0 days | Met |
| SKE103-100794 | 10 Jul 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 1.15 hr | 9.9 hr | Met |
| SKE103-100793 | 09 Jul 2026 | Change · excluded | Laptop will not boot Hardware · AB · Head Office | P1 | Closed | — | — | n/a |
| SKE103-100792 | 08 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 4.72 hr | 1.9 days | Met |
| SKE103-100791 | 07 Jul 2026 | Service Request | Site offline Network · KB · Branch | P3 | Closed | 0.25 hr | 5.8 hr | Met |
| SKE103-100790 | 06 Jul 2026 | Incident | Backup capacity review Backup · AB · Branch | P3 | Resolved | 0.60 hr | 18.6 hr | Met |
| SKE103-100789 | 06 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P3 | Closed | 1.01 hr | 1.0 days | Met |
| SKE103-100788 | 03 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Closed | 3.36 hr | 23.4 hr | Met |
| SKE103-100787 | 03 Jul 2026 | Incident | Distribution list change Email · SE · Head Office | P2 | Resolved | 4.69 hr | 12.0 hr | Met |
| SKE103-100786 | 03 Jul 2026 | Service Request | New extension setup Telephony · TAG · Site 2 | P3 | Closed | 0.12 hr | 1.3 days | Met |
| SKE103-100785 | 02 Jul 2026 | Incident | Report not generating Line of business app · ML · Branch | P4 | Resolved | 0.21 hr | 2.5 days | Met |
| SKE103-100784 | 02 Jul 2026 | Project · excluded | Screen flickering Hardware · ML · Remote | P3 | Closed | — | — | n/a |
| SKE103-100783 | 02 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Site 2 | P3 | Resolved | 1.31 hr | 2.3 days | Met |
| SKE103-100782 | 01 Jul 2026 | Service Request · excluded | Spoofed email reported Email · SE · Branch | P2 | Resolved | — | — | n/a |
| SKE103-100781 | 30 Jun 2026 | Change | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 3.52 hr | 18.5 hr | Met |
| SKE103-100780 | 30 Jun 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Resolved | 4.34 hr | 1.9 days | Met |
| SKE103-100779 | 29 Jun 2026 | Quote · excluded | New extension setup Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100778 | 29 Jun 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Closed | — | — | n/a |
| SKE103-100777 | 29 Jun 2026 | Incident | Phishing report triage Security · SE · Branch | P3 | Resolved | 0.56 hr | 2.2 days | Met |
| SKE103-100776 | 26 Jun 2026 | Service Request | Message quarantined Email · KB · Branch | P3 | Resolved | 0.32 hr | 2.0 days | Met |
| SKE103-100775 | 26 Jun 2026 | Incident · excluded | Message quarantined Email · KB · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100774 | 26 Jun 2026 | Service Request | Phishing report triage Security · BK · Head Office | P3 | Resolved | 44.05 hr | 21.1 hr | Missed |
| SKE103-100773 | 24 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P4 | Closed | 0.23 hr | 1.7 days | Met |
| SKE103-100772 | 23 Jun 2026 | Incident | Phishing report triage Security · TAG · Head Office | P3 | Closed | 2.90 hr | 18.0 hr | Met |
| SKE103-100771 | 22 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Remote | P3 | Closed | — | — | n/a |
| SKE103-100770 | 22 Jun 2026 | Planned Install · excluded | Database timeout Line of business app · SE · Head Office | P2 | Closed | — | — | n/a |
| SKE103-100769 | 19 Jun 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100768 | 19 Jun 2026 | Incident · excluded | Mailbox delegation Email · SE · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100767 | 18 Jun 2026 | Service Request · excluded | Phishing report triage Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100766 | 18 Jun 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100765 | 17 Jun 2026 | Quote · excluded | Application crash on launch Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100764 | 15 Jun 2026 | Service Request | Permission change User admin · KB · Head Office | P4 | Closed | 1.26 hr | 1.9 days | Met |
| SKE103-100763 | 15 Jun 2026 | Quote · excluded | Slow VPN Network · KB · Remote | P2 | Closed | — | — | n/a |
| SKE103-100762 | 15 Jun 2026 | Quote · excluded | Leaver process User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100761 | 12 Jun 2026 | Project · excluded | Report not generating Line of business app · TAG · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100760 | 12 Jun 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.38 hr | 4.1 hr | Met |
| SKE103-100759 | 12 Jun 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P4 | Closed | 0.37 hr | 19.4 hr | Met |
| SKE103-100758 | 11 Jun 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P4 | Resolved | 1.43 hr | 1.4 days | Met |
| SKE103-100757 | 10 Jun 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| SKE103-100756 | 10 Jun 2026 | Quote · excluded | Permission change User admin · KB · Remote | P1 | Closed | — | — | n/a |
| SKE103-100755 | 09 Jun 2026 | Quote · excluded | Call quality issue Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100754 | 09 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Resolved | 5.46 hr | 2.4 days | Met |
| SKE103-100753 | 08 Jun 2026 | Service Request | Printer offline Printing · SE · Branch | P3 | Resolved | 0.66 hr | 16.7 hr | Met |
| SKE103-100752 | 05 Jun 2026 | Incident | Message quarantined Email · AB · Branch | P4 | Closed | 2.55 hr | 22.3 hr | Met |
| SKE103-100751 | 05 Jun 2026 | Project · excluded | MFA reset Security · TAG · Remote | P3 | Resolved | — | — | n/a |
| SKE103-100750 | 04 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Closed | 0.28 hr | 1.3 days | Met |
| SKE103-100749 | 04 Jun 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 0.11 hr | 1.3 days | Met |
| SKE103-100748 | 03 Jun 2026 | Quote · excluded | Toner replacement Printing · BK · Branch | P3 | Closed | — | — | n/a |
| SKE103-100747 | 03 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100746 | 02 Jun 2026 | Service Request | Scan to email failing Printing · BK · Branch | P1 | Resolved | — | — | n/a |
| SKE103-100745 | 01 Jun 2026 | Change | Retention change Backup · AB · Head Office | P3 | Closed | 1.17 hr | 2.3 days | Met |
| SKE103-100744 | 29 May 2026 | Project · excluded | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| SKE103-100743 | 29 May 2026 | Project · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| SKE103-100742 | 28 May 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 1.49 hr | 1.6 days | Met |
| SKE103-100741 | 28 May 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Closed | 0.93 hr | 1.5 days | Met |
| SKE103-100740 | 27 May 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 1.31 hr | 1.8 hr | Met |
| SKE103-100739 | 27 May 2026 | Incident | Backup capacity review Backup · TAG · Site 2 | P3 | Resolved | 1.24 hr | 1.5 days | Met |
| SKE103-100738 | 26 May 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P3 | Closed | 3.07 hr | 1.9 days | Met |
| SKE103-100737 | 25 May 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 37.25 hr | 15.9 hr | Missed |
| SKE103-100736 | 25 May 2026 | Incident | Backup capacity review Backup · ML · Remote | P2 | Resolved | 5.14 hr | 18.7 hr | Met |
| SKE103-100735 | 22 May 2026 | Service Request | Restore request Backup · KB · Head Office | P2 | Resolved | 1.69 hr | 8.7 hr | Met |
| SKE103-100734 | 22 May 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P2 | Closed | 1.44 hr | 7.3 hr | Met |
| SKE103-100733 | 20 May 2026 | Project · excluded | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | — | — | n/a |
| SKE103-100732 | 20 May 2026 | Incident | Permission change User admin · TAG · Remote | P3 | Resolved | 0.88 hr | 2.4 days | Met |
| SKE103-100731 | 20 May 2026 | Change | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | 1.51 hr | 1.9 days | Met |
| SKE103-100730 | 19 May 2026 | Incident | Scan to email failing Printing · KB · Head Office | P3 | Resolved | 0.84 hr | 13.5 hr | Met |
| SKE103-100729 | 18 May 2026 | Change | Database timeout Line of business app · AB · Site 2 | P3 | Closed | — | — | n/a |
| SKE103-100728 | 15 May 2026 | Incident | Application crash on launch Line of business app · ML · Branch | P1 | Closed | 1.04 hr | 16.8 hr | Met |
| SKE103-100727 | 14 May 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Closed | 0.45 hr | 13.9 hr | Met |
| SKE103-100726 | 14 May 2026 | Service Request | Backup job failed Backup · AB · Site 2 | P2 | Resolved | 5.05 hr | 1.1 days | Met |
| SKE103-100725 | 13 May 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 6.03 hr | 1.2 days | Met |
| SKE103-100724 | 13 May 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 1.78 hr | 13.3 hr | Met |
| SKE103-100723 | 12 May 2026 | Incident | New starter setup User admin · BK · Branch | P4 | Closed | 0.22 hr | 1.1 days | Met |
| SKE103-100722 | 12 May 2026 | Incident | Call quality issue Telephony · BK · Branch | P4 | Closed | 1.53 hr | 1.1 days | Met |
| SKE103-100721 | 11 May 2026 | Service Request | Mailbox delegation Email · SE · Head Office | P3 | Closed | 6.55 hr | 15.9 hr | Met |
| SKE103-100720 | 11 May 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Resolved | 1.24 hr | 1.5 days | Met |
| SKE103-100719 | 08 May 2026 | Incident | New extension setup Telephony · ML · Head Office | P4 | Closed | 0.65 hr | 12.8 hr | Met |
| SKE103-100718 | 07 May 2026 | Service Request | New extension setup Telephony · TAG · Branch | P2 | Closed | 2.51 hr | 2.3 days | Met |
| SKE103-100717 | 07 May 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| SKE103-100716 | 06 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 1.25 hr | 2.0 days | Met |
| SKE103-100715 | 06 May 2026 | Incident | Application crash on launch Line of business app · AB · Remote | P4 | Resolved | 1.25 hr | 2.4 days | Met |
| SKE103-100714 | 05 May 2026 | Service Request | New printer driver rollout Printing · ML · Remote | P2 | Closed | 1.05 hr | 1.7 days | Met |
| SKE103-100713 | 01 May 2026 | Service Request | Suspicious sign-in review Security · AB · Site 2 | P3 | Resolved | 1.50 hr | 1.1 hr | Met |
| SKE103-100712 | 01 May 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P2 | Closed | 11.70 hr | 1.6 days | Missed |
| SKE103-100711 | 30 Apr 2026 | Incident | New starter setup User admin · BK · Head Office | P3 | Closed | 6.85 hr | 1.7 days | Met |
| SKE103-100710 | 28 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 2.79 hr | 1.1 days | Met |
| SKE103-100709 | 27 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 1.42 hr | 9.2 hr | Met |
| SKE103-100708 | 24 Apr 2026 | Change · excluded | Phishing report triage Security · AB · Head Office | P2 | 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.