SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 25 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
71 eligible records in this yearAverage first response
2.8 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
94.0%
4 call(s) over the 8-hour target
First-time fix
68.6%
Where the source records the field
Volume
Contract calls
71
96 calls logged in the period
Off contract
11
£2,937 chargeable
Open / closed
4 / 92
Across the selected period
Data-quality gaps
4
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
71
records
- Network10
- Hardware10
- Telephony9
- User admin9
- Security8
- Backup7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 71 | 2.83 hr | 94.0% | 4 | 25 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Kelly Gregory | 10 | 1.92 hr | 100% | 0 |
| Stacey Thomas | 10 | 1.32 hr | 100% | 0 |
| Karen Taylor | 9 | 1.31 hr | 100% | 0 |
| Anne-Marie Cable | 9 | 0.94 hr | 100% | 0 |
| (Not recorded) | 8 | 3.78 hr | 86% | 1 |
| Damian Armstrong | 5 | 4.92 hr | 80% | 1 |
| Aiden Higgins | 5 | 9.93 hr | 75% | 1 |
| Chloe Dempsey | 4 | 3.63 hr | 100% | 0 |
| Julie Herbert | 4 | 4.01 hr | 75% | 1 |
| Daniel Blacker | 3 | 2.74 hr | 100% | 0 |
| Barry Ebbs | 2 | 3.52 hr | 100% | 0 |
| Phil Jenkins | 2 | 1.58 hr | 100% | 0 |
4 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 19.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301455 | Aiden Higgins | Dell OptiPlex 3050 | 2026-04-30 14:48 | 27.69 hr | +19.7 | TAG | Application crash on launch |
| 301482 | Damian Armstrong | Dell Wyse 5070 | 2026-06-30 14:14 | 15.88 hr | +7.9 | SE | Switch port fault |
| 301503 | (Not recorded) | IGEL UD3 | 2026-08-13 13:25 | 12.43 hr | +4.4 | BK | Endpoint alert investigation |
| 301472 | Julie Herbert | Samsung Galaxy S23 | 2026-06-02 17:19 | 8.27 hr | +0.3 | TAG | MFA reset |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | Monitoring / server / security | 4 | 20 Jan 2026 – 13 Aug 2026 |
| Anne-Marie Cable | User administration | 4 | 20 May 2026 – 15 Jul 2026 |
| Damian Armstrong | Monitoring / server / security | 4 | 30 Jun 2026 – 11 Aug 2026 |
| Kelly Gregory | Monitoring / server / security | 3 | 04 Feb 2026 – 07 Aug 2026 |
| Anne-Marie Cable | Hardware | 3 | 12 Mar 2026 – 26 Apr 2026 |
| Stacey Thomas | Hardware | 3 | 02 Jul 2026 – 24 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Monitoring / server / security | 4 | 27 Mar 2026 – 11 Aug 2026 |
| Lenovo ThinkPad T14 | Printing | 3 | 20 Apr 2026 – 17 Jun 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 3 | 02 Jun 2026 – 31 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
96 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| SOU648-100274 | 25 Aug 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Resolved | 2.14 hr | 1.0 days | Met |
| SOU648-100273 | 24 Aug 2026 | Service Request | Docking station not detected Hardware · ML · Head Office | P4 | Open | — | — | n/a |
| SOU648-100272 | 18 Aug 2026 | Incident | Retention change Backup · TAG · Site 2 | P3 | Resolved | 1.27 hr | 7.5 hr | Met |
| SOU648-100271 | 17 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | In Progress | — | — | n/a |
| SOU648-100270 | 13 Aug 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P4 | Closed | 12.43 hr | 2.2 days | Missed |
| SOU648-100269 | 12 Aug 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P2 | Closed | 2.50 hr | 22.3 hr | Met |
| SOU648-100268 | 11 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Closed | 1.28 hr | 4.3 hr | Met |
| SOU648-100267 | 10 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 3.07 hr | 13.1 hr | Met |
| SOU648-100266 | 08 Aug 2026 | Service Request | Call quality issue Telephony · BK · Site 2 | P3 | Closed | 4.74 hr | 6.1 hr | Met |
| SOU648-100265 | 07 Aug 2026 | Change | Switch port fault Network · AB · Head Office | P3 | Resolved | 0.76 hr | 1.0 days | Met |
| SOU648-100264 | 06 Aug 2026 | Service Request | Backup job failed Backup · AB · Head Office | P3 | Closed | 1.49 hr | 2.0 days | Met |
| SOU648-100263 | 04 Aug 2026 | Incident | Spoofed email reported Email · AB · Remote | P3 | Resolved | 2.68 hr | 16.9 hr | Met |
| SOU648-100262 | 03 Aug 2026 | Project · excluded | Slow VPN Network · TAG · Branch | P4 | Open | — | — | n/a |
| SOU648-100261 | 31 Jul 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 5.77 hr | 1.7 days | Met |
| SOU648-100260 | 30 Jul 2026 | Change | Slow VPN Network · TAG · Remote | P3 | Closed | 1.02 hr | 7.0 hr | Met |
| SOU648-100259 | 28 Jul 2026 | Quote · excluded | Switch port fault Network · BK · Site 2 | P4 | Open | — | — | n/a |
| SOU648-100258 | 27 Jul 2026 | Incident | Phishing report triage Security · KB · Head Office | P4 | Closed | 4.94 hr | 1.9 days | Met |
| SOU648-100257 | 17 Jul 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P3 | Closed | 1.47 hr | 1.6 days | Met |
| SOU648-100256 | 16 Jul 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 1.87 hr | 2.2 days | Met |
| SOU648-100255 | 15 Jul 2026 | Incident | New starter setup User admin · ML · Site 2 | P1 | Resolved | 1.03 hr | 11.5 hr | Met |
| SOU648-100254 | 14 Jul 2026 | Service Request | New extension setup Telephony · BK · Head Office | P3 | Resolved | 6.75 hr | 1.5 days | Met |
| SOU648-100253 | 09 Jul 2026 | Change | Message quarantined Email · KB · Head Office | P2 | Resolved | 0.17 hr | 3.6 hr | Met |
| SOU648-100252 | 07 Jul 2026 | Incident | Handset registration Telephony · SE · Head Office | P4 | Resolved | 0.59 hr | 1.4 days | Met |
| SOU648-100251 | 02 Jul 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Closed | 2.07 hr | 2.4 days | Met |
| SOU648-100250 | 01 Jul 2026 | Project · excluded | Licence renewal Line of business app · AB · Head Office | P4 | Resolved | — | — | n/a |
| SOU648-100249 | 30 Jun 2026 | Incident | Switch port fault Network · SE · Remote | P3 | Resolved | 15.88 hr | 1.6 days | Missed |
| SOU648-100248 | 24 Jun 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Closed | 0.34 hr | 18.2 hr | Met |
| SOU648-100247 | 22 Jun 2026 | Incident | Slow VPN Network · TAG · Site 2 | P3 | Closed | — | — | n/a |
| SOU648-100246 | 17 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P4 | Closed | 1.05 hr | 2.1 days | Met |
| SOU648-100245 | 16 Jun 2026 | Incident | Name change request User admin · BK · Remote | P4 | Resolved | 0.10 hr | 1.8 hr | Met |
| SOU648-100244 | 15 Jun 2026 | Incident | Leaver process User admin · AB · Remote | P3 | Closed | 1.01 hr | 1.9 days | Met |
| SOU648-100243 | 12 Jun 2026 | Change | New starter setup User admin · AB · Head Office | P3 | Resolved | 1.00 hr | 23.2 hr | Met |
| SOU648-100242 | 11 Jun 2026 | Project · excluded | MFA reset Security · ML · Site 2 | P3 | Resolved | — | — | n/a |
| SOU648-100241 | 08 Jun 2026 | Service Request | Handset registration Telephony · KB · Head Office | P4 | Closed | 1.46 hr | 1.5 days | Met |
| SOU648-100240 | 05 Jun 2026 | Incident | Database timeout Line of business app · BK · Site 2 | P4 | Closed | 1.47 hr | 2.4 days | Met |
| SOU648-100239 | 02 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P4 | Resolved | 8.27 hr | 2.3 days | Missed |
| SOU648-100238 | 01 Jun 2026 | Service Request · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100237 | 28 May 2026 | Service Request | Switch port fault Network · KB · Remote | P2 | Resolved | 5.80 hr | 8.1 hr | Met |
| SOU648-100236 | 27 May 2026 | Incident | New starter setup User admin · AB · Head Office | P3 | Closed | 2.02 hr | 1.8 days | Met |
| SOU648-100235 | 26 May 2026 | Incident | Handset registration Telephony · BK · Head Office | P3 | Closed | 0.51 hr | 17.1 hr | Met |
| SOU648-100234 | 25 May 2026 | Service Request | Printer offline Printing · ML · Remote | P2 | Resolved | 5.37 hr | 17.4 hr | Met |
| SOU648-100233 | 22 May 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| SOU648-100232 | 21 May 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Remote | P2 | Closed | — | — | n/a |
| SOU648-100231 | 20 May 2026 | Change | Permission change User admin · BK · Remote | P4 | Resolved | 0.26 hr | 7.1 hr | Met |
| SOU648-100230 | 19 May 2026 | Service Request | Handset registration Telephony · BK · Remote | P4 | Closed | 1.24 hr | 1.3 days | Met |
| SOU648-100229 | 18 May 2026 | Incident · excluded | Voicemail not delivering Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100228 | 13 May 2026 | Service Request | Printer offline Printing · KB · Remote | P4 | Resolved | 3.40 hr | 7.5 hr | Met |
| SOU648-100227 | 12 May 2026 | Incident | Report not generating Line of business app · SE · Head Office | P4 | Resolved | 0.41 hr | 2.1 days | Met |
| SOU648-100226 | 11 May 2026 | Service Request | Site offline Network · BK · Branch | P3 | Closed | 1.17 hr | 1.9 days | Met |
| SOU648-100225 | 07 May 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | 5.77 hr | 2.5 days | Met |
| SOU648-100224 | 06 May 2026 | Incident · excluded | Report not generating Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| SOU648-100223 | 02 May 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | 0.29 hr | 1.3 days | Met |
| SOU648-100222 | 30 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 27.69 hr | 2.1 days | Missed |
| SOU648-100221 | 26 Apr 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P2 | Closed | 0.38 hr | 1.1 days | Met |
| SOU648-100220 | 20 Apr 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 2.27 hr | 23.9 hr | Met |
| SOU648-100219 | 18 Apr 2026 | Quote · excluded | Mailbox delegation Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100218 | 17 Apr 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100217 | 16 Apr 2026 | Incident · excluded | Name change request User admin · BK · Remote | P3 | Resolved | — | — | n/a |
| SOU648-100216 | 13 Apr 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| SOU648-100215 | 11 Apr 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 0.74 hr | 2.0 days | Met |
| SOU648-100214 | 09 Apr 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P4 | Resolved | 1.00 hr | 15.3 hr | Met |
| SOU648-100213 | 08 Apr 2026 | Incident | Leaver process User admin · BK · Head Office | P4 | Resolved | 1.37 hr | 8.2 hr | Met |
| SOU648-100212 | 06 Apr 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P2 | Resolved | — | — | n/a |
| SOU648-100211 | 05 Apr 2026 | Service Request · excluded | Laptop will not boot Hardware · SE · Branch | P1 | Resolved | — | — | n/a |
| SOU648-100210 | 03 Apr 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 4.99 hr | 14.6 hr | Met |
| SOU648-100209 | 31 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | 0.17 hr | 1.8 days | Met |
| SOU648-100208 | 27 Mar 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | — | — | n/a |
| SOU648-100207 | 26 Mar 2026 | Incident | Retention change Backup · BK · Branch | P3 | Closed | 0.30 hr | 2.1 days | Met |
| SOU648-100206 | 25 Mar 2026 | Planned Install · excluded | MFA reset Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100205 | 24 Mar 2026 | Incident | Backup job failed Backup · BK · Head Office | P3 | Closed | 0.96 hr | 2.0 days | Met |
| SOU648-100204 | 18 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | Closed | 4.75 hr | 1.4 days | Met |
| SOU648-100203 | 17 Mar 2026 | Incident | Call quality issue Telephony · BK · Head Office | P3 | Closed | 0.81 hr | 12.3 hr | Met |
| SOU648-100202 | 12 Mar 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 1.38 hr | 21.4 hr | Met |
| SOU648-100201 | 11 Mar 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Closed | 0.71 hr | 12.0 hr | Met |
| SOU648-100200 | 10 Mar 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P3 | Resolved | 0.69 hr | 19.8 hr | Met |
| SOU648-100199 | 04 Mar 2026 | Incident | Name change request User admin · BK · Branch | P2 | Closed | 4.52 hr | 1.2 days | Met |
| SOU648-100198 | 03 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P4 | Closed | 1.36 hr | 8.1 hr | Met |
| SOU648-100197 | 27 Feb 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Resolved | — | — | n/a |
| SOU648-100196 | 26 Feb 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P4 | Resolved | 0.66 hr | 2.5 days | Met |
| SOU648-100195 | 20 Feb 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| SOU648-100194 | 18 Feb 2026 | Planned Install · excluded | Retention change Backup · SE · Remote | P3 | Resolved | — | — | n/a |
| SOU648-100193 | 17 Feb 2026 | Incident | Backup capacity review Backup · ML · Head Office | P3 | Closed | 1.53 hr | 2.0 days | Met |
| SOU648-100192 | 12 Feb 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 0.42 hr | 2.1 days | Met |
| SOU648-100191 | 11 Feb 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P4 | Closed | — | — | n/a |
| SOU648-100190 | 10 Feb 2026 | Service Request | Phishing report triage Security · SE · Remote | P3 | Resolved | 1.12 hr | 1.6 days | Met |
| SOU648-100189 | 06 Feb 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P2 | Closed | 1.48 hr | 3.1 hr | Met |
| SOU648-100188 | 04 Feb 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 2.92 hr | 21.3 hr | Met |
| SOU648-100187 | 03 Feb 2026 | Quote · excluded | Distribution list change Email · SE · Head Office | P3 | Closed | — | — | n/a |
| SOU648-100186 | 29 Jan 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| SOU648-100185 | 21 Jan 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.94 hr | 1.7 days | Met |
| SOU648-100184 | 20 Jan 2026 | Service Request | Site offline Network · SE · Remote | P2 | Resolved | 1.37 hr | 6.5 hr | Met |
| SOU648-100183 | 15 Jan 2026 | Service Request | Handset registration Telephony · TAG · Branch | P4 | Resolved | 2.78 hr | 23.3 hr | Met |
| SOU648-100182 | 08 Jan 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · KB · Head Office | P1 | Closed | — | — | n/a |
| SOU648-100181 | 07 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | — | — | n/a |
| SOU648-100180 | 06 Jan 2026 | Incident · excluded | Laptop will not boot Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| SOU648-100179 | 02 Jan 2026 | Service Request | Retention change Backup · TAG · Head Office | P4 | Closed | 7.62 hr | 2.5 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.