SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 101 records in this selection sit outside that — quotes, projects and planned installs, plus 45 calls billed time and materials. They stay visible for volume context.
Service performance
274 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
86.4%
36 call(s) over the 8-hour target
First-time fix
70.8%
Where the source records the field
Volume
Contract calls
274
375 calls logged in the period
Off contract
45
£14,178 chargeable
Open / closed
11 / 364
Across the selected period
Data-quality gaps
10
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
274
records
- Microsoft 36537
- Telephony34
- Email34
- User admin28
- Backup27
- Line of business app26
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 274 | 4.91 hr | 86.4% | 36 | 101 |
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 | 38 | 4.03 hr | 91% | 3 |
| Stacey Thomas | 34 | 5.38 hr | 84% | 5 |
| Kelly Gregory | 34 | 2.91 hr | 91% | 3 |
| Anne-Marie Cable | 25 | 16.68 hr | 70% | 7 |
| Daniel Blacker | 20 | 1.75 hr | 100% | 0 |
| Chloe Dempsey | 20 | 2.20 hr | 100% | 0 |
| Barry Ebbs | 20 | 4.61 hr | 85% | 3 |
| Julie Herbert | 17 | 6.72 hr | 71% | 5 |
| Phil Jenkins | 16 | 3.73 hr | 88% | 2 |
| Rachael Parkin | 16 | 2.92 hr | 87% | 2 |
| Aiden Higgins | 13 | 1.99 hr | 92% | 1 |
| (Not recorded) | 12 | 4.70 hr | 67% | 4 |
36 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 106.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302547 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-04-02 12:32 | 114.52 hr | +106.5 | SE | Report not generating |
| 302634 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-05-20 09:30 | 103.14 hr | +95.1 | KB | Backup job failed |
| 302555 | Stacey Thomas | Dell Latitude 5440 | 2026-04-09 17:57 | 43.08 hr | +35.1 | AB | Docking station not detected |
| 302497 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-02-26 10:52 | 43.07 hr | +35.1 | BK | Report not generating |
| 302507 | Barry Ebbs | Ubiquiti U6-Pro | 2026-03-03 08:20 | 42.24 hr | +34.2 | TAG | Scan to email failing |
| 302498 | Anne-Marie Cable | Brother MFC-L8690 | 2026-02-27 16:57 | 42.06 hr | +34.1 | TAG | Toner replacement |
| 302515 | Karen Taylor | Apple MacBook Pro 14 | 2026-03-11 14:12 | 41.43 hr | +33.4 | TAG | Leaver process |
| 302579 | Stacey Thomas | HP EliteBook 840 G9 | 2026-04-22 09:34 | 33.26 hr | +25.3 | BK | Backup job failed |
| 302679 | Karen Taylor | Apple MacBook Air M2 | 2026-06-20 10:01 | 32.17 hr | +24.2 | KB | New starter setup |
| 302704 | Julie Herbert | Lenovo ThinkCentre M70q | 2026-07-08 16:16 | 31.06 hr | +23.1 | BK | Report not generating |
| 302651 | Julie Herbert | Samsung Galaxy S23 | 2026-06-03 13:08 | 30.76 hr | +22.8 | KB | Application crash on launch |
| 302411 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-01-01 08:23 | 30.69 hr | +22.7 | ML | Permission change |
| 302514 | Stacey Thomas | Apple MacBook Air M2 | 2026-03-11 14:51 | 27.52 hr | +19.5 | KB | New starter setup |
| 302690 | Kelly Gregory | Dell Latitude E7470 | 2026-06-27 09:47 | 16.35 hr | +8.3 | SE | Licence renewal |
| 302487 | Phil Jenkins | HP ProBook 450 G6 | 2026-02-23 10:29 | 14.20 hr | +6.2 | ML | Database timeout |
| 302644 | (Not recorded) | Dell OptiPlex 3050 | 2026-05-29 16:34 | 12.02 hr | +4.0 | SE | OneDrive sync conflict |
| 302444 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-22 08:14 | 11.77 hr | +3.8 | KB | Spoofed email reported |
| 302629 | Kelly Gregory | HP EliteBook 840 G9 | 2026-05-18 11:38 | 11.77 hr | +3.8 | BK | Spoofed email reported |
| 302632 | Kelly Gregory | Samsung Galaxy A54 | 2026-05-20 14:53 | 11.59 hr | +3.6 | ML | Endpoint alert investigation |
| 302475 | Stacey Thomas | HP EliteBook 840 G9 | 2026-02-16 09:41 | 11.34 hr | +3.3 | KB | Backup capacity review |
| 302645 | Rachael Parkin | Samsung Galaxy S23 | 2026-05-29 08:09 | 11.30 hr | +3.3 | ML | Toner replacement |
| 302454 | Julie Herbert | Dell Latitude 7420 | 2026-01-29 13:49 | 11.20 hr | +3.2 | KB | Application crash on launch |
| 302622 | Barry Ebbs | Dell Latitude E7470 | 2026-05-14 09:40 | 11.19 hr | +3.2 | BK | Call quality issue |
| 302706 | Stacey Thomas | HP ProDesk 400 G7 | 2026-07-10 15:23 | 10.85 hr | +2.9 | AB | Outlook not syncing |
| 302738 | Aiden Higgins | Dell Latitude 5440 | 2026-07-24 10:51 | 10.47 hr | +2.5 | BK | Leaver process |
| 302471 | (Not recorded) | Samsung Galaxy S23 | 2026-02-10 08:22 | 10.45 hr | +2.5 | AB | Backup capacity review |
| 302435 | Damian Armstrong | Dell Latitude E7470 | 2026-01-19 08:29 | 10.11 hr | +2.1 | SE | Permission change |
| 302433 | Rachael Parkin | HP ProBook 450 G6 | 2026-01-16 15:10 | 10.00 hr | +2.0 | TAG | OneDrive sync conflict |
| 302745 | Julie Herbert | Aruba AP-515 | 2026-07-30 08:45 | 9.03 hr | +1.0 | SE | Teams sign-in loop |
| 302434 | Anne-Marie Cable | Aruba AP-515 | 2026-01-16 15:28 | 8.79 hr | +0.8 | ML | Scan to email failing |
| 302540 | (Not recorded) | HP EliteBook 840 G9 | 2026-03-30 08:28 | 8.71 hr | +0.7 | BK | Leaver process |
| 302713 | Phil Jenkins | Dell Latitude 7420 | 2026-07-14 10:48 | 8.52 hr | +0.5 | KB | Backup job failed |
| 302573 | Barry Ebbs | HP ProBook 450 G6 | 2026-04-17 13:41 | 8.46 hr | +0.5 | SE | Permission change |
| 302484 | Anne-Marie Cable | Lenovo ThinkCentre M70q | 2026-02-19 13:52 | 8.35 hr | +0.3 | AB | Wi-Fi dropouts in warehouse |
| 302563 | (Not recorded) | Dell Latitude E7470 | 2026-04-13 08:40 | 8.30 hr | +0.3 | AB | Voicemail not delivering |
| 302452 | Julie Herbert | Dell Latitude 5440 | 2026-01-28 11:00 | 8.18 hr | +0.2 | AB | Endpoint alert investigation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 14 | 20 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 10 | 02 Jan 2026 – 25 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 8 | 15 Jan 2026 – 15 Jul 2026 |
| Karen Taylor | User administration | 7 | 27 Feb 2026 – 09 Jul 2026 |
| Kelly Gregory | Email / Microsoft 365 | 6 | 14 Jan 2026 – 29 Jul 2026 |
| Rachael Parkin | Email / Microsoft 365 | 6 | 16 Jan 2026 – 22 Jul 2026 |
| Kelly Gregory | Telephony | 6 | 03 Feb 2026 – 19 Jun 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 6 | 25 Feb 2026 – 25 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Email / Microsoft 365 | 11 | 16 Jan 2026 – 30 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 8 | 02 Jan 2026 – 24 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 8 | 01 Apr 2026 – 25 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 7 | 15 Jan 2026 – 18 Aug 2026 |
| HP ProBook 450 G6 | Line of business app | 6 | 20 Jan 2026 – 21 Aug 2026 |
| HP EliteBook 840 G9 | Backup / restore | 6 | 27 Jan 2026 – 05 Jun 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 6 | 28 Jan 2026 – 17 Jul 2026 |
| Dell Latitude 5440 | Hardware | 6 | 05 Feb 2026 – 20 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
375 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| SOU186-101191 | 25 Aug 2026 | Project · excluded | Message quarantined Email · BK · Branch | P4 | Open | — | — | n/a |
| SOU186-101190 | 25 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | In Progress | — | — | n/a |
| SOU186-101189 | 25 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P4 | Resolved | 0.26 hr | 21.6 hr | Met |
| SOU186-101188 | 25 Aug 2026 | Incident · excluded | New extension setup Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| SOU186-101187 | 24 Aug 2026 | Incident · excluded | Licence renewal Line of business app · KB · Remote | P1 | Resolved | — | — | n/a |
| SOU186-101186 | 24 Aug 2026 | Change | Report not generating Line of business app · SE · Head Office | P2 | Resolved | 0.85 hr | 2.4 days | Met |
| SOU186-101185 | 24 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Branch | P2 | Closed | 0.13 hr | 10.6 hr | Met |
| SOU186-101184 | 21 Aug 2026 | Service Request · excluded | New extension setup Telephony · TAG · Head Office | P2 | In Progress | — | — | n/a |
| SOU186-101183 | 21 Aug 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P2 | Open | — | — | n/a |
| SOU186-101182 | 21 Aug 2026 | Change | Site offline Network · KB · Branch | P4 | Closed | 0.43 hr | 22.4 hr | Met |
| SOU186-101181 | 21 Aug 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P4 | Closed | 0.89 hr | 1.1 days | Met |
| SOU186-101180 | 20 Aug 2026 | Incident | Mailbox delegation Email · TAG · Site 2 | P4 | In Progress | — | — | n/a |
| SOU186-101179 | 20 Aug 2026 | Quote · excluded | Slow VPN Network · SE · Branch | P1 | Open | — | — | n/a |
| SOU186-101178 | 19 Aug 2026 | Service Request | New extension setup Telephony · AB · Head Office | P4 | Closed | 0.31 hr | 1.8 days | Met |
| SOU186-101177 | 19 Aug 2026 | Incident · excluded | Licence renewal Line of business app · KB · Head Office | P4 | Resolved | — | — | n/a |
| SOU186-101176 | 19 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | Closed | 3.99 hr | 2.0 hr | Met |
| SOU186-101175 | 18 Aug 2026 | Project · excluded | Database timeout Line of business app · AB · Branch | P1 | Closed | — | — | n/a |
| SOU186-101174 | 18 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Branch | P4 | Closed | 0.62 hr | 6.6 hr | Met |
| SOU186-101173 | 17 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Branch | P3 | Resolved | 0.68 hr | 1.5 days | Met |
| SOU186-101172 | 17 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Open | — | — | n/a |
| SOU186-101171 | 14 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Closed | 3.94 hr | 2.8 hr | Met |
| SOU186-101170 | 14 Aug 2026 | Project · excluded | Name change request User admin · SE · Branch | P3 | In Progress | — | — | n/a |
| SOU186-101169 | 13 Aug 2026 | Incident | Mailbox delegation Email · SE · Head Office | P3 | Resolved | 5.82 hr | 1.5 days | Met |
| SOU186-101168 | 12 Aug 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · SE · Site 2 | P4 | Resolved | — | — | n/a |
| SOU186-101167 | 12 Aug 2026 | Quote · excluded | Licence renewal Line of business app · AB · Remote | P3 | In Progress | — | — | n/a |
| SOU186-101166 | 12 Aug 2026 | Incident | Call quality issue Telephony · SE · Head Office | P3 | Closed | 1.02 hr | 1.9 days | Met |
| SOU186-101165 | 12 Aug 2026 | Change | Licence renewal Line of business app · BK · Head Office | P2 | Resolved | 2.27 hr | 1.3 days | Met |
| SOU186-101164 | 11 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P2 | Closed | 2.74 hr | 2.3 days | Met |
| SOU186-101163 | 11 Aug 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Closed | 0.28 hr | 8.6 hr | Met |
| SOU186-101162 | 10 Aug 2026 | Service Request | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 1.46 hr | 1.2 days | Met |
| SOU186-101161 | 06 Aug 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · SE · Branch | P4 | Closed | — | — | n/a |
| SOU186-101160 | 06 Aug 2026 | Quote · excluded | Site offline Network · AB · Site 2 | P3 | Closed | — | — | n/a |
| SOU186-101159 | 05 Aug 2026 | Service Request | Docking station not detected Hardware · TAG · Branch | P3 | Resolved | 5.36 hr | 2.2 days | Met |
| SOU186-101158 | 05 Aug 2026 | Service Request | Call quality issue Telephony · KB · Remote | P4 | Resolved | 0.75 hr | 8.5 hr | Met |
| SOU186-101157 | 05 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P4 | Closed | 0.52 hr | 2.3 days | Met |
| SOU186-101156 | 04 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · AB · Remote | P4 | In Progress | — | — | n/a |
| SOU186-101155 | 03 Aug 2026 | Incident · excluded | Message quarantined Email · ML · Remote | P3 | Closed | — | — | n/a |
| SOU186-101154 | 31 Jul 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Resolved | 1.14 hr | 16.0 hr | Met |
| SOU186-101153 | 31 Jul 2026 | Service Request · excluded | Restore request Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101152 | 31 Jul 2026 | Quote · excluded | New starter setup User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101151 | 30 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Resolved | 9.03 hr | 7.1 hr | Missed |
| SOU186-101150 | 30 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | 0.08 hr | 2.3 days | Met |
| SOU186-101149 | 29 Jul 2026 | Service Request · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| SOU186-101148 | 29 Jul 2026 | Incident | Spoofed email reported Email · AB · Remote | P3 | Resolved | 1.44 hr | 2.4 hr | Met |
| SOU186-101147 | 28 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| SOU186-101146 | 27 Jul 2026 | Planned Install · excluded | Docking station not detected Hardware · SE · Head Office | P3 | In Progress | — | — | n/a |
| SOU186-101145 | 27 Jul 2026 | Service Request | New printer driver rollout Printing · SE · Branch | P2 | Resolved | 1.47 hr | 22.0 hr | Met |
| SOU186-101144 | 24 Jul 2026 | Incident | Leaver process User admin · BK · Remote | P4 | Resolved | 10.47 hr | 18.4 hr | Missed |
| SOU186-101143 | 24 Jul 2026 | Incident | Handset registration Telephony · AB · Site 2 | P4 | Closed | 0.56 hr | 19.8 hr | Met |
| SOU186-101142 | 24 Jul 2026 | Incident | Printer offline Printing · KB · Branch | P3 | Closed | 4.60 hr | 1.5 days | Met |
| SOU186-101141 | 23 Jul 2026 | Change | Database timeout Line of business app · SE · Branch | P3 | Resolved | 3.80 hr | 9.9 hr | Met |
| SOU186-101140 | 23 Jul 2026 | Service Request | Leaver process User admin · SE · Head Office | P3 | Resolved | 0.42 hr | 2.1 days | Met |
| SOU186-101139 | 23 Jul 2026 | Incident | Printer offline Printing · TAG · Remote | P4 | Resolved | 1.23 hr | 1.2 days | Met |
| SOU186-101138 | 22 Jul 2026 | Change | MFA reset Security · TAG · Head Office | P3 | Closed | 1.28 hr | 7.2 hr | Met |
| SOU186-101137 | 22 Jul 2026 | Service Request | Distribution list change Email · KB · Head Office | P4 | Closed | 3.11 hr | 15.5 hr | Met |
| SOU186-101136 | 22 Jul 2026 | Service Request | Name change request User admin · SE · Remote | P3 | Resolved | — | — | n/a |
| SOU186-101135 | 22 Jul 2026 | Service Request | Call quality issue Telephony · BK · Branch | P3 | Closed | 1.26 hr | 14.8 hr | Met |
| SOU186-101134 | 21 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 1.17 hr | 21.7 hr | Met |
| SOU186-101133 | 20 Jul 2026 | Quote · excluded | MFA reset Security · TAG · Head Office | P4 | Closed | — | — | n/a |
| SOU186-101132 | 20 Jul 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 1.12 hr | 1.7 days | Met |
| SOU186-101131 | 20 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Resolved | 0.85 hr | 21.4 hr | Met |
| SOU186-101130 | 17 Jul 2026 | Incident | Message quarantined Email · BK · Branch | P3 | Closed | — | — | n/a |
| SOU186-101129 | 17 Jul 2026 | Incident | Scan to email failing Printing · TAG · Branch | P4 | Closed | 0.17 hr | 19.1 hr | Met |
| SOU186-101128 | 17 Jul 2026 | Incident | Screen flickering Hardware · BK · Branch | P4 | Closed | 4.55 hr | 1.9 days | Met |
| SOU186-101127 | 16 Jul 2026 | Service Request | Distribution list change Email · BK · Head Office | P4 | Closed | 0.83 hr | 1.6 days | Met |
| SOU186-101126 | 16 Jul 2026 | Change | Restore request Backup · BK · Branch | P1 | Closed | 0.16 hr | 8.8 hr | Met |
| SOU186-101125 | 16 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101124 | 15 Jul 2026 | Change | Slow VPN Network · ML · Head Office | P1 | Closed | 5.87 hr | 0.7 hr | Met |
| SOU186-101123 | 15 Jul 2026 | Service Request | Toner replacement Printing · BK · Branch | P3 | Closed | 1.29 hr | 1.8 days | Met |
| SOU186-101122 | 15 Jul 2026 | Incident | Database timeout Line of business app · ML · Head Office | P4 | Closed | 0.20 hr | 2.1 days | Met |
| SOU186-101121 | 15 Jul 2026 | Service Request | Phishing report triage Security · BK · Remote | P3 | Closed | 0.68 hr | 2.1 days | Met |
| SOU186-101120 | 14 Jul 2026 | Incident | Spoofed email reported Email · ML · Head Office | P2 | Closed | 1.84 hr | 1.6 days | Met |
| SOU186-101119 | 14 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P3 | Closed | 8.52 hr | 1.9 days | Missed |
| SOU186-101118 | 14 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P3 | Resolved | 3.96 hr | 15.5 hr | Met |
| SOU186-101117 | 13 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P2 | Closed | 0.27 hr | 2.3 days | Met |
| SOU186-101116 | 13 Jul 2026 | Service Request | Toner replacement Printing · BK · Head Office | P1 | Resolved | 1.43 hr | 12.8 hr | Met |
| SOU186-101115 | 13 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Resolved | 1.48 hr | 1.3 days | Met |
| SOU186-101114 | 10 Jul 2026 | Incident | Mailbox delegation Email · AB · Remote | P2 | Closed | 2.34 hr | 1.5 days | Met |
| SOU186-101113 | 10 Jul 2026 | Quote · excluded | Distribution list change Email · BK · Branch | P3 | Resolved | — | — | n/a |
| SOU186-101112 | 10 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Head Office | P4 | Resolved | 10.85 hr | 20.8 hr | Missed |
| SOU186-101111 | 09 Jul 2026 | Incident | Leaver process User admin · SE · Branch | P3 | Closed | — | — | n/a |
| SOU186-101110 | 08 Jul 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Closed | 31.06 hr | 21.2 hr | Missed |
| SOU186-101109 | 08 Jul 2026 | Quote · excluded | Printer offline Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| SOU186-101108 | 08 Jul 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 3.93 hr | 2.0 days | Met |
| SOU186-101107 | 07 Jul 2026 | Service Request | Site offline Network · TAG · Branch | P3 | Resolved | 1.73 hr | 12.5 hr | Met |
| SOU186-101106 | 03 Jul 2026 | Incident | Message quarantined Email · KB · Head Office | P3 | Closed | 0.77 hr | 7.6 hr | Met |
| SOU186-101105 | 03 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| SOU186-101104 | 02 Jul 2026 | Incident · excluded | Site offline Network · TAG · Remote | P3 | Closed | — | — | n/a |
| SOU186-101103 | 01 Jul 2026 | Incident | Site offline Network · ML · Head Office | P4 | Closed | 1.90 hr | 1.4 days | Met |
| SOU186-101102 | 01 Jul 2026 | Incident | Site offline Network · BK · Head Office | P3 | Resolved | 1.05 hr | 9.5 hr | Met |
| SOU186-101101 | 30 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P1 | Closed | 5.86 hr | 4.4 hr | Met |
| SOU186-101100 | 29 Jun 2026 | Service Request | Backup job failed Backup · TAG · Branch | P3 | Closed | 1.34 hr | 5.1 hr | Met |
| SOU186-101099 | 29 Jun 2026 | Planned Install · excluded | Call quality issue Telephony · TAG · Branch | P3 | Resolved | — | — | n/a |
| SOU186-101098 | 27 Jun 2026 | Incident | Permission change User admin · ML · Remote | P3 | Resolved | 2.24 hr | 2.0 hr | Met |
| SOU186-101097 | 27 Jun 2026 | Change | Spoofed email reported Email · ML · Remote | P2 | Resolved | 0.12 hr | 2.4 days | Met |
| SOU186-101096 | 27 Jun 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 16.35 hr | 1.3 days | Missed |
| SOU186-101095 | 26 Jun 2026 | Change | Backup capacity review Backup · TAG · Remote | P1 | Closed | 0.58 hr | 17.2 hr | Met |
| SOU186-101094 | 25 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Remote | P4 | Closed | 0.30 hr | 2.0 days | Met |
| SOU186-101093 | 25 Jun 2026 | Project · excluded | Laptop will not boot Hardware · TAG · Head Office | P2 | Closed | — | — | n/a |
| SOU186-101092 | 24 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 5.23 hr | 5.0 hr | Met |
| SOU186-101091 | 24 Jun 2026 | Service Request | Docking station not detected Hardware · AB · Remote | P2 | Closed | 0.07 hr | 2.8 hr | Met |
| SOU186-101090 | 24 Jun 2026 | Incident | Toner replacement Printing · TAG · Branch | P4 | Resolved | 3.42 hr | 1.0 days | Met |
| SOU186-101089 | 23 Jun 2026 | Service Request | MFA reset Security · AB · Site 2 | P4 | Closed | 0.49 hr | 5.8 hr | Met |
| SOU186-101088 | 23 Jun 2026 | Incident | Phishing report triage Security · BK · Remote | P4 | Closed | 7.43 hr | 2.5 days | Met |
| SOU186-101087 | 22 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | 7.69 hr | 1.2 days | Met |
| SOU186-101086 | 20 Jun 2026 | Incident · excluded | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101085 | 20 Jun 2026 | Change | New starter setup User admin · KB · Branch | P3 | Resolved | 32.17 hr | 11.1 hr | Missed |
| SOU186-101084 | 20 Jun 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P1 | Resolved | 0.13 hr | 3.6 hr | Met |
| SOU186-101083 | 20 Jun 2026 | Quote · excluded | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | — | — | n/a |
| SOU186-101082 | 19 Jun 2026 | Incident | New printer driver rollout Printing · ML · Branch | P3 | Closed | 2.70 hr | 1.3 days | Met |
| SOU186-101081 | 19 Jun 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Closed | 0.27 hr | 19.9 hr | Met |
| SOU186-101080 | 19 Jun 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P3 | Closed | 0.89 hr | 1.5 days | Met |
| SOU186-101079 | 18 Jun 2026 | Quote · excluded | Phishing report triage Security · BK · Remote | P3 | Resolved | — | — | n/a |
| SOU186-101078 | 17 Jun 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Closed | 1.15 hr | 20.4 hr | Met |
| SOU186-101077 | 17 Jun 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P2 | Closed | 0.38 hr | 11.9 hr | Met |
| SOU186-101076 | 16 Jun 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 0.76 hr | 10.2 hr | Met |
| SOU186-101075 | 16 Jun 2026 | Service Request | Handset registration Telephony · SE · Site 2 | P2 | Resolved | 0.51 hr | 2.2 days | Met |
| SOU186-101074 | 16 Jun 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 5.87 hr | 4.3 hr | Met |
| SOU186-101073 | 15 Jun 2026 | Incident · excluded | Licence renewal Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101072 | 12 Jun 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Closed | — | — | n/a |
| SOU186-101071 | 12 Jun 2026 | Service Request | New starter setup User admin · SE · Head Office | P4 | Closed | 3.91 hr | 1.8 days | Met |
| SOU186-101070 | 12 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | — | — | n/a |
| SOU186-101069 | 12 Jun 2026 | Incident | MFA reset Security · BK · Branch | P3 | Closed | 1.29 hr | 12.3 hr | Met |
| SOU186-101068 | 11 Jun 2026 | Service Request | Phishing report triage Security · SE · Head Office | P3 | Resolved | 1.15 hr | 1.1 days | Met |
| SOU186-101067 | 10 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| SOU186-101066 | 10 Jun 2026 | Incident | Scan to email failing Printing · SE · Remote | P4 | Closed | 1.05 hr | 1.9 days | Met |
| SOU186-101065 | 09 Jun 2026 | Quote · excluded | Restore request Backup · ML · Remote | P1 | Closed | — | — | n/a |
| SOU186-101064 | 08 Jun 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.65 hr | 1.5 days | Met |
| SOU186-101063 | 05 Jun 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 2.07 hr | 14.2 hr | Met |
| SOU186-101062 | 05 Jun 2026 | Service Request | Backup capacity review Backup · KB · Branch | P4 | Closed | 0.59 hr | 6.3 hr | Met |
| SOU186-101061 | 05 Jun 2026 | Quote · excluded | Retention change Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| SOU186-101060 | 04 Jun 2026 | Service Request · excluded | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| SOU186-101059 | 04 Jun 2026 | Planned Install · excluded | Licence renewal Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| SOU186-101058 | 04 Jun 2026 | Incident | Switch port fault Network · ML · Remote | P4 | Closed | 1.45 hr | 1.3 days | Met |
| SOU186-101057 | 03 Jun 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 30.76 hr | 1.2 days | Missed |
| SOU186-101056 | 02 Jun 2026 | Incident | Backup job failed Backup · BK · Remote | P3 | Resolved | 0.40 hr | 15.7 hr | Met |
| SOU186-101055 | 02 Jun 2026 | Service Request | Mailbox delegation Email · ML · Site 2 | P4 | Resolved | 0.35 hr | 8.7 hr | Met |
| SOU186-101054 | 02 Jun 2026 | Incident | New extension setup Telephony · KB · Remote | P4 | Resolved | 0.15 hr | 1.6 days | Met |
| SOU186-101053 | 01 Jun 2026 | Incident | Database timeout Line of business app · SE · Branch | P2 | Resolved | 2.70 hr | 2.3 days | Met |
| SOU186-101052 | 01 Jun 2026 | Quote · excluded | Permission change User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| SOU186-101051 | 29 May 2026 | Service Request | Toner replacement Printing · ML · Remote | P4 | Resolved | 11.30 hr | 8.4 hr | Missed |
| SOU186-101050 | 29 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Remote | P4 | Closed | 12.02 hr | 1.1 days | Missed |
| SOU186-101049 | 28 May 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | 1.00 hr | 1.2 days | Met |
| SOU186-101048 | 27 May 2026 | Incident | Report not generating Line of business app · KB · Head Office | P2 | Closed | 5.34 hr | 2.3 days | Met |
| SOU186-101047 | 26 May 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 0.59 hr | 6.7 hr | Met |
| SOU186-101046 | 25 May 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 0.43 hr | 5.0 hr | Met |
| SOU186-101045 | 25 May 2026 | Planned Install · excluded | Application crash on launch Line of business app · ML · Remote | P3 | Resolved | — | — | n/a |
| SOU186-101044 | 22 May 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P3 | Resolved | 1.50 hr | 1.4 days | Met |
| SOU186-101043 | 22 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Branch | P4 | Resolved | 1.92 hr | 2.2 days | Met |
| SOU186-101042 | 21 May 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 1.19 hr | 2.3 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.