SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 3 records in this selection sit outside that — quotes, projects and planned installs, plus 1 call billed time and materials. They stay visible for volume context.
Service performance
14 eligible records in this yearAverage first response
4.0 hr
Target 8 hours from logged to responded
Average resolution
1.0 days
Open records excluded from the average
SLA achievement
92.9%
1 call(s) over the 8-hour target
First-time fix
92.9%
Where the source records the field
Volume
Contract calls
14
17 calls logged in the period
Off contract
1
£342 chargeable
Open / closed
0 / 17
Across the selected period
Data-quality gaps
0
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
14
records
- Backup4
- Microsoft 3653
- Telephony2
- Network1
- Printing1
- Line of business app1
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 14 | 4.05 hr | 92.9% | 1 | 3 |
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 | 6 | 2.28 hr | 100% | 0 |
| Stacey Thomas | 2 | 0.39 hr | 100% | 0 |
| Kelly Gregory | 2 | 1.47 hr | 100% | 0 |
| Barry Ebbs | 1 | 4.45 hr | 100% | 0 |
| Chloe Dempsey | 1 | 26.75 hr | 0% | 1 |
| (Not recorded) | 1 | 5.10 hr | 100% | 0 |
| Aiden Higgins | 1 | 3.01 hr | 100% | 0 |
1 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 18.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303866 | Chloe Dempsey | Aruba AP-515 | 2026-04-01 16:35 | 26.75 hr | +18.8 | TAG | Teams sign-in loop |
Recurring issues by call logger
Repeat patterns worth fixing at source
No repeat pattern in this period.
Recurring issues by machine
Equipment generating repeat calls
No device is generating repeat calls.
SLA achievement trend
Percentage of eligible records responded to within target
Records
17 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| SKE723-100045 | 21 Aug 2026 | Change | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | 0.51 hr | 1.9 days | Met |
| SKE723-100044 | 19 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Closed | 2.79 hr | 1.4 days | Met |
| SKE723-100043 | 17 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Remote | P2 | Resolved | 0.97 hr | 13.4 hr | Met |
| SKE723-100042 | 15 Jul 2026 | Incident | Handset registration Telephony · AB · Branch | P3 | Closed | 3.01 hr | 2.5 days | Met |
| SKE723-100041 | 01 Jul 2026 | Project · excluded | Outlook not syncing Microsoft 365 · BK · Remote | P3 | Resolved | — | — | n/a |
| SKE723-100040 | 30 Jun 2026 | Incident | New extension setup Telephony · SE · Head Office | P2 | Closed | 5.10 hr | 17.4 hr | Met |
| SKE723-100039 | 26 Jun 2026 | Service Request | Database timeout Line of business app · KB · Remote | P2 | Closed | 0.49 hr | 17.7 hr | Met |
| SKE723-100038 | 09 Jun 2026 | Service Request | Backup job failed Backup · ML · Branch | P4 | Closed | 0.14 hr | 2.0 days | Met |
| SKE723-100037 | 20 May 2026 | Incident | Backup job failed Backup · TAG · Head Office | P4 | Resolved | 5.82 hr | 8.7 hr | Met |
| SKE723-100036 | 11 May 2026 | Incident | Scan to email failing Printing · ML · Branch | P3 | Closed | 0.26 hr | 0.6 hr | Met |
| SKE723-100035 | 20 Apr 2026 | Incident · excluded | Report not generating Line of business app · ML · Remote | P2 | Resolved | — | — | n/a |
| SKE723-100034 | 09 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | 4.70 hr | 20.6 hr | Met |
| SKE723-100033 | 01 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | 26.75 hr | 21.1 hr | Missed |
| SKE723-100032 | 30 Mar 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.02 hr | 1.1 days | Met |
| SKE723-100031 | 03 Mar 2026 | Service Request | Restore request Backup · TAG · Branch | P3 | Resolved | 4.45 hr | 2.3 hr | Met |
| SKE723-100030 | 14 Feb 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | — | — | n/a |
| SKE723-100029 | 08 Jan 2026 | Incident | Backup capacity review Backup · SE · Site 2 | P2 | Closed | 0.68 hr | 1.3 days | Met |
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.