SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 194 records in this selection sit outside that — quotes, projects and planned installs, plus 72 calls billed time and materials. They stay visible for volume context.
Service performance
508 eligible records in this yearAverage first response
3.5 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
92.1%
39 call(s) over the 8-hour target
First-time fix
71.6%
Where the source records the field
Volume
Contract calls
508
702 calls logged in the period
Off contract
72
£27,844.5 chargeable
Open / closed
23 / 679
Across the selected period
Data-quality gaps
17
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
508
records
- Hardware63
- Email58
- Line of business app54
- Printing50
- Network50
- User admin49
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 508 | 3.51 hr | 92.1% | 39 | 194 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 62 | 4.40 hr | 87% | 8 |
| Karen Taylor | 60 | 4.51 hr | 93% | 4 |
| Anne-Marie Cable | 57 | 2.21 hr | 95% | 3 |
| Kelly Gregory | 52 | 4.05 hr | 94% | 3 |
| (Not recorded) | 43 | 4.16 hr | 86% | 6 |
| Barry Ebbs | 42 | 2.90 hr | 98% | 1 |
| Chloe Dempsey | 34 | 3.27 hr | 88% | 4 |
| Rachael Parkin | 32 | 3.23 hr | 97% | 1 |
| Damian Armstrong | 30 | 2.22 hr | 96% | 1 |
| Aiden Higgins | 29 | 4.14 hr | 93% | 2 |
| Phil Jenkins | 28 | 2.92 hr | 93% | 2 |
| Daniel Blacker | 20 | 2.37 hr | 95% | 1 |
39 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 92.8 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307433 | Karen Taylor | Apple MacBook Air M2 | 2026-04-16 15:47 | 100.83 hr | +92.8 | AB | Retention change |
| 307427 | Stacey Thomas | Dell Latitude 7420 | 2026-04-15 14:31 | 43.82 hr | +35.8 | AB | Slow VPN |
| 307300 | Kelly Gregory | Dell OptiPlex 3050 | 2026-03-03 08:40 | 41.56 hr | +33.6 | TAG | New starter setup |
| 307792 | Phil Jenkins | Samsung Galaxy A54 | 2026-08-12 15:50 | 39.28 hr | +31.3 | BK | MFA reset |
| 307683 | Aiden Higgins | Apple MacBook Pro 14 | 2026-07-08 12:26 | 36.48 hr | +28.5 | BK | Licence renewal |
| 307211 | Rachael Parkin | Apple MacBook Pro 14 | 2026-01-28 14:53 | 34.96 hr | +27.0 | ML | New printer driver rollout |
| 307605 | (Not recorded) | Apple MacBook Air M2 | 2026-06-11 13:06 | 33.47 hr | +25.5 | TAG | Outlook not syncing |
| 307679 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-07-06 16:23 | 33.36 hr | +25.4 | TAG | Distribution list change |
| 307333 | Stacey Thomas | Samsung Galaxy A54 | 2026-03-15 15:21 | 32.78 hr | +24.8 | BK | Backup job failed |
| 307253 | Kelly Gregory | Dell Latitude E7470 | 2026-02-16 15:36 | 30.95 hr | +22.9 | KB | Mailbox delegation |
| 307245 | Stacey Thomas | Apple MacBook Air M2 | 2026-02-11 15:00 | 30.88 hr | +22.9 | SE | Report not generating |
| 307579 | Karen Taylor | Apple MacBook Pro 14 | 2026-06-03 11:59 | 29.41 hr | +21.4 | ML | Backup capacity review |
| 307574 | Kelly Gregory | Samsung Galaxy S23 | 2026-06-01 15:56 | 29.13 hr | +21.1 | SE | Handset registration |
| 307770 | (Not recorded) | Dell Latitude 7420 | 2026-08-05 14:46 | 25.14 hr | +17.1 | KB | Distribution list change |
| 307755 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-07-28 10:43 | 23.99 hr | +16.0 | BK | Distribution list change |
| 307681 | Julie Herbert | HP EliteBook 840 G9 | 2026-07-08 14:25 | 23.55 hr | +15.6 | KB | Database timeout |
| 307168 | Anne-Marie Cable | Canon imageRUNNER 2630 | 2026-01-16 11:59 | 22.36 hr | +14.4 | TAG | Docking station not detected |
| 307477 | (Not recorded) | Samsung Galaxy A54 | 2026-05-04 12:10 | 17.40 hr | +9.4 | TAG | Replacement keyboard |
| 307338 | Stacey Thomas | Dell OptiPlex 3050 | 2026-03-16 12:37 | 16.13 hr | +8.1 | BK | Leaver process |
| 307800 | Julie Herbert | Apple iPhone 14 | 2026-08-17 14:08 | 15.12 hr | +7.1 | ML | SharePoint permission request |
| 307596 | Barry Ebbs | HP EliteBook 840 G9 | 2026-06-08 13:13 | 14.05 hr | +6.0 | ML | Backup job failed |
| 307360 | Chloe Dempsey | Dell Latitude 7420 | 2026-03-23 14:02 | 11.82 hr | +3.8 | BK | SharePoint permission request |
| 307666 | Stacey Thomas | Dell OptiPlex 3050 | 2026-06-30 17:26 | 11.60 hr | +3.6 | ML | Report not generating |
| 307257 | Stacey Thomas | Dell OptiPlex 3050 | 2026-02-16 16:24 | 11.53 hr | +3.5 | ML | SharePoint permission request |
| 307399 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-04-04 12:52 | 11.21 hr | +3.2 | AB | Endpoint alert investigation |
| 307207 | (Not recorded) | Samsung Galaxy S23 | 2026-01-27 12:49 | 11.08 hr | +3.1 | BK | Switch port fault |
| 307519 | Anne-Marie Cable | Apple iPhone 12 | 2026-05-18 15:07 | 10.95 hr | +3.0 | TAG | Teams sign-in loop |
| 307631 | Chloe Dempsey | Samsung Galaxy A54 | 2026-06-17 15:46 | 10.37 hr | +2.4 | BK | Switch port fault |
| 307652 | (Not recorded) | Dell Latitude 5440 | 2026-06-23 11:04 | 9.88 hr | +1.9 | SE | Replacement keyboard |
| 307677 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-07-03 10:29 | 9.71 hr | +1.7 | KB | Report not generating |
| 307225 | Anne-Marie Cable | Dell Latitude 5440 | 2026-02-04 10:18 | 9.44 hr | +1.4 | BK | Docking station not detected |
| 307127 | Chloe Dempsey | Dell Latitude E7470 | 2026-01-02 12:37 | 9.37 hr | +1.4 | ML | Wi-Fi dropouts in warehouse |
| 307782 | Daniel Blacker | HP EliteBook 840 G9 | 2026-08-10 15:23 | 8.93 hr | +0.9 | KB | Leaver process |
| 307132 | Chloe Dempsey | Apple MacBook Air M2 | 2026-01-06 10:34 | 8.49 hr | +0.5 | KB | Laptop will not boot |
| 307304 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-03-04 11:46 | 8.48 hr | +0.5 | ML | Outlook not syncing |
| 307554 | Julie Herbert | Dell Latitude 7420 | 2026-05-28 13:31 | 8.48 hr | +0.5 | ML | New starter setup |
| 307200 | (Not recorded) | Dell OptiPlex 3050 | 2026-01-23 14:58 | 8.12 hr | +0.1 | ML | Name change request |
| 307323 | Karen Taylor | Apple MacBook Air M2 | 2026-03-11 08:44 | 8.08 hr | +0.1 | AB | Spoofed email reported |
| 307609 | Damian Armstrong | Dell Latitude 7420 | 2026-06-11 15:20 | 8.06 hr | +0.1 | AB | New printer driver rollout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Email / Microsoft 365 | 15 | 13 Jan 2026 – 17 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 13 | 19 Jan 2026 – 21 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 13 | 23 Jan 2026 – 24 Aug 2026 |
| Stacey Thomas | Line of business app | 12 | 07 Jan 2026 – 19 Aug 2026 |
| Barry Ebbs | Email / Microsoft 365 | 12 | 20 Jan 2026 – 19 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 11 | 08 Jan 2026 – 23 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 11 | 08 Jan 2026 – 13 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 11 | 10 Jan 2026 – 17 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Monitoring / server / security | 11 | 08 Jan 2026 – 25 Aug 2026 |
| Dell Latitude 5440 | Email / Microsoft 365 | 10 | 15 Jan 2026 – 14 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 10 | 21 Jan 2026 – 24 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 10 | 06 Mar 2026 – 21 Aug 2026 |
| HP EliteBook 840 G9 | Email / Microsoft 365 | 9 | 22 Jan 2026 – 24 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 8 | 02 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Air M2 | Hardware | 8 | 06 Jan 2026 – 03 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 8 | 08 Jan 2026 – 10 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
702 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| STA004-102078 | 25 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 0.82 hr | 2.2 days | Met |
| STA004-102077 | 25 Aug 2026 | Service Request | Leaver process User admin · BK · Site 2 | P4 | Closed | 0.72 hr | 21.4 hr | Met |
| STA004-102076 | 25 Aug 2026 | Service Request | Slow VPN Network · BK · Head Office | P3 | Open | — | — | n/a |
| STA004-102075 | 25 Aug 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 0.92 hr | 1.2 days | Met |
| STA004-102074 | 24 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Open | — | — | n/a |
| STA004-102073 | 23 Aug 2026 | Change | Backup capacity review Backup · ML · Head Office | P3 | Closed | 0.49 hr | 2.4 days | Met |
| STA004-102072 | 23 Aug 2026 | Project · excluded | Application crash on launch Line of business app · AB · Head Office | P2 | Closed | — | — | n/a |
| STA004-102071 | 23 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Closed | 1.93 hr | 5.7 hr | Met |
| STA004-102070 | 21 Aug 2026 | Incident | Printer offline Printing · KB · Remote | P2 | Closed | 2.03 hr | 1.5 hr | Met |
| STA004-102069 | 21 Aug 2026 | Incident | Site offline Network · SE · Branch | P2 | Open | — | — | n/a |
| STA004-102068 | 21 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Branch | P3 | Resolved | 5.02 hr | 1.8 days | Met |
| STA004-102067 | 21 Aug 2026 | Incident · excluded | Docking station not detected Hardware · TAG · Branch | P1 | Open | — | — | n/a |
| STA004-102066 | 21 Aug 2026 | Incident | MFA reset Security · ML · Remote | P2 | Closed | 2.68 hr | 1.4 days | Met |
| STA004-102065 | 21 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Branch | P2 | Resolved | — | — | n/a |
| STA004-102064 | 20 Aug 2026 | Incident | Scan to email failing Printing · TAG · Remote | P3 | Open | — | — | n/a |
| STA004-102063 | 19 Aug 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P2 | Resolved | 3.58 hr | 1.2 hr | Met |
| STA004-102062 | 19 Aug 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P4 | Closed | 1.23 hr | 12.8 hr | Met |
| STA004-102061 | 18 Aug 2026 | Incident | Permission change User admin · KB · Remote | P3 | Resolved | 3.52 hr | 22.4 hr | Met |
| STA004-102060 | 17 Aug 2026 | Service Request | Handset registration Telephony · ML · Remote | P1 | Closed | 0.33 hr | 10.4 hr | Met |
| STA004-102059 | 17 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| STA004-102058 | 17 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Site 2 | P4 | Resolved | 0.13 hr | 1.2 days | Met |
| STA004-102057 | 17 Aug 2026 | Project · excluded | Switch port fault Network · BK · Remote | P2 | In Progress | — | — | n/a |
| STA004-102056 | 17 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 15.12 hr | 1.6 days | Missed |
| STA004-102055 | 15 Aug 2026 | Service Request | New starter setup User admin · TAG · Remote | P4 | Closed | 2.04 hr | 4.9 hr | Met |
| STA004-102054 | 14 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Branch | P4 | In Progress | — | — | n/a |
| STA004-102053 | 14 Aug 2026 | Change | Mailbox delegation Email · BK · Branch | P3 | Resolved | 0.59 hr | 7.6 hr | Met |
| STA004-102052 | 14 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Closed | 0.95 hr | 6.6 hr | Met |
| STA004-102051 | 13 Aug 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 1.37 hr | 21.9 hr | Met |
| STA004-102050 | 13 Aug 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P4 | Closed | — | — | n/a |
| STA004-102049 | 13 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 3.37 hr | 1.5 days | Met |
| STA004-102048 | 12 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Closed | 39.28 hr | 5.6 hr | Missed |
| STA004-102047 | 12 Aug 2026 | Incident · excluded | Name change request User admin · ML · Site 2 | P3 | Closed | — | — | n/a |
| STA004-102046 | 12 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P4 | Closed | 1.10 hr | 2.4 days | Met |
| STA004-102045 | 11 Aug 2026 | Service Request | Mailbox delegation Email · TAG · Branch | P2 | Resolved | 1.55 hr | 10.7 hr | Met |
| STA004-102044 | 10 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P4 | Closed | 6.62 hr | 2.1 days | Met |
| STA004-102043 | 10 Aug 2026 | Incident | Docking station not detected Hardware · AB · Branch | P3 | Closed | 0.52 hr | 2.0 days | Met |
| STA004-102042 | 10 Aug 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 1.31 hr | 0.3 hr | Met |
| STA004-102041 | 10 Aug 2026 | Planned Install · excluded | Retention change Backup · ML · Head Office | P3 | In Progress | — | — | n/a |
| STA004-102040 | 10 Aug 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Resolved | 3.10 hr | 23.1 hr | Met |
| STA004-102039 | 10 Aug 2026 | Quote · excluded | Backup job failed Backup · BK · Head Office | P3 | In Progress | — | — | n/a |
| STA004-102038 | 10 Aug 2026 | Incident | Leaver process User admin · KB · Branch | P4 | Closed | 8.93 hr | 8.2 hr | Missed |
| STA004-102037 | 07 Aug 2026 | Quote · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| STA004-102036 | 07 Aug 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Closed | 4.83 hr | 1.8 days | Met |
| STA004-102035 | 06 Aug 2026 | Service Request | Printer offline Printing · SE · Remote | P2 | Closed | 0.78 hr | 17.0 hr | Met |
| STA004-102034 | 06 Aug 2026 | Incident | Database timeout Line of business app · BK · Branch | P4 | Closed | 5.80 hr | 7.6 hr | Met |
| STA004-102033 | 06 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Closed | 1.37 hr | 11.4 hr | Met |
| STA004-102032 | 06 Aug 2026 | Quote · excluded | Switch port fault Network · BK · Head Office | P4 | Resolved | — | — | n/a |
| STA004-102031 | 06 Aug 2026 | Change | Leaver process User admin · ML · Head Office | P4 | Resolved | 2.61 hr | 1.7 days | Met |
| STA004-102030 | 06 Aug 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Branch | P3 | Resolved | — | — | n/a |
| STA004-102029 | 06 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P1 | Resolved | 4.51 hr | 15.0 hr | Met |
| STA004-102028 | 05 Aug 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 5.16 hr | 1.7 days | Met |
| STA004-102027 | 05 Aug 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P3 | Closed | 5.98 hr | 1.9 days | Met |
| STA004-102026 | 05 Aug 2026 | Change | Distribution list change Email · KB · Remote | P3 | Resolved | 25.14 hr | 18.8 hr | Missed |
| STA004-102025 | 05 Aug 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 1.51 hr | 2.5 days | Met |
| STA004-102024 | 04 Aug 2026 | Quote · excluded | MFA reset Security · BK · Remote | P3 | In Progress | — | — | n/a |
| STA004-102023 | 04 Aug 2026 | Incident | Permission change User admin · SE · Remote | P2 | Resolved | 1.26 hr | 1.3 hr | Met |
| STA004-102022 | 04 Aug 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 0.29 hr | 4.0 hr | Met |
| STA004-102021 | 03 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P4 | Closed | 1.52 hr | 2.0 days | Met |
| STA004-102020 | 03 Aug 2026 | Incident · excluded | Call quality issue Telephony · SE · Head Office | P4 | Resolved | — | — | n/a |
| STA004-102019 | 31 Jul 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P4 | Closed | 2.51 hr | 9.7 hr | Met |
| STA004-102018 | 31 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P3 | Closed | 0.50 hr | 1.9 days | Met |
| STA004-102017 | 31 Jul 2026 | Planned Install · excluded | Name change request User admin · SE · Head Office | P4 | Open | — | — | n/a |
| STA004-102016 | 31 Jul 2026 | Service Request | Scan to email failing Printing · SE · Head Office | P3 | Resolved | 0.84 hr | 1.3 days | Met |
| STA004-102015 | 30 Jul 2026 | Incident | New extension setup Telephony · TAG · Head Office | P4 | Closed | 0.26 hr | 9.6 hr | Met |
| STA004-102014 | 30 Jul 2026 | Service Request · excluded | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| STA004-102013 | 29 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 1.05 hr | 18.9 hr | Met |
| STA004-102012 | 29 Jul 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 1.20 hr | 1.4 days | Met |
| STA004-102011 | 28 Jul 2026 | Service Request | Distribution list change Email · BK · Branch | P2 | Closed | 23.99 hr | 4.4 hr | Missed |
| STA004-102010 | 28 Jul 2026 | Incident | Name change request User admin · BK · Head Office | P2 | Resolved | 3.64 hr | 7.9 hr | Met |
| STA004-102009 | 28 Jul 2026 | Change | Scan to email failing Printing · ML · Remote | P3 | Resolved | — | — | n/a |
| STA004-102008 | 28 Jul 2026 | Service Request | Name change request User admin · TAG · Head Office | P4 | Resolved | 1.26 hr | 1.1 days | Met |
| STA004-102007 | 28 Jul 2026 | Incident | Permission change User admin · AB · Branch | P1 | Closed | 1.10 hr | 5.4 hr | Met |
| STA004-102006 | 28 Jul 2026 | Quote · excluded | Database timeout Line of business app · TAG · Head Office | P3 | Open | — | — | n/a |
| STA004-102005 | 28 Jul 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 0.59 hr | 1.2 days | Met |
| STA004-102004 | 27 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P3 | Closed | 5.19 hr | 2.2 hr | Met |
| STA004-102003 | 27 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Closed | 1.66 hr | 2.2 days | Met |
| STA004-102002 | 27 Jul 2026 | Incident | Backup capacity review Backup · AB · Remote | P1 | Resolved | 1.11 hr | 13.6 hr | Met |
| STA004-102001 | 27 Jul 2026 | Incident | Message quarantined Email · KB · Branch | P3 | Closed | 1.27 hr | 5.9 hr | Met |
| STA004-102000 | 27 Jul 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 0.15 hr | 2.2 days | Met |
| STA004-101999 | 27 Jul 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Resolved | 0.89 hr | 1.9 days | Met |
| STA004-101998 | 24 Jul 2026 | Incident | New printer driver rollout Printing · BK · Branch | P3 | Closed | 2.77 hr | 2.4 days | Met |
| STA004-101997 | 24 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Remote | P3 | Resolved | 0.10 hr | 23.3 hr | Met |
| STA004-101996 | 24 Jul 2026 | Incident | Distribution list change Email · SE · Site 2 | P3 | Closed | 1.47 hr | 2.0 days | Met |
| STA004-101995 | 24 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 4.57 hr | 2.1 days | Met |
| STA004-101994 | 24 Jul 2026 | Planned Install · excluded | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Open | — | — | n/a |
| STA004-101993 | 24 Jul 2026 | Incident | Call quality issue Telephony · ML · Remote | P3 | Resolved | 0.43 hr | 2.2 days | Met |
| STA004-101992 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P1 | Resolved | 3.28 hr | 3.1 hr | Met |
| STA004-101991 | 23 Jul 2026 | Service Request | Phishing report triage Security · KB · Head Office | P2 | Closed | 2.24 hr | 2.3 days | Met |
| STA004-101990 | 23 Jul 2026 | Service Request | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | 1.14 hr | 2.3 days | Met |
| STA004-101989 | 22 Jul 2026 | Change · excluded | Application crash on launch Line of business app · AB · Remote | P3 | Resolved | — | — | n/a |
| STA004-101988 | 22 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | 0.44 hr | 2.2 days | Met |
| STA004-101987 | 22 Jul 2026 | Service Request · excluded | Database timeout Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| STA004-101986 | 22 Jul 2026 | Incident | Slow VPN Network · KB · Head Office | P1 | Closed | 0.47 hr | 2.8 hr | Met |
| STA004-101985 | 22 Jul 2026 | Incident | Switch port fault Network · BK · Branch | P3 | Closed | 1.25 hr | 1.9 days | Met |
| STA004-101984 | 22 Jul 2026 | Quote · excluded | Slow VPN Network · BK · Remote | P3 | In Progress | — | — | n/a |
| STA004-101983 | 21 Jul 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Closed | 2.77 hr | 2.1 days | Met |
| STA004-101982 | 21 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Remote | P3 | Closed | 0.80 hr | 1.6 days | Met |
| STA004-101981 | 21 Jul 2026 | Project · excluded | Screen flickering Hardware · SE · Branch | P3 | In Progress | — | — | n/a |
| STA004-101980 | 21 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Resolved | 1.07 hr | 1.6 days | Met |
| STA004-101979 | 21 Jul 2026 | Change | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 1.37 hr | 1.8 days | Met |
| STA004-101978 | 21 Jul 2026 | Service Request | New extension setup Telephony · AB · Remote | P3 | Closed | 4.20 hr | 20.8 hr | Met |
| STA004-101977 | 20 Jul 2026 | Change | New extension setup Telephony · KB · Head Office | P3 | Closed | 4.28 hr | 12.2 hr | Met |
| STA004-101976 | 19 Jul 2026 | Change | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.00 hr | 4.6 hr | Met |
| STA004-101975 | 19 Jul 2026 | Incident | Mailbox delegation Email · BK · Remote | P3 | Closed | 2.39 hr | 6.4 hr | Met |
| STA004-101974 | 19 Jul 2026 | Change | Distribution list change Email · AB · Head Office | P3 | Resolved | 2.36 hr | 14.0 hr | Met |
| STA004-101973 | 19 Jul 2026 | Service Request | Leaver process User admin · BK · Head Office | P4 | Closed | 4.33 hr | 5.0 hr | Met |
| STA004-101972 | 19 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 1.06 hr | 1.9 days | Met |
| STA004-101971 | 17 Jul 2026 | Project · excluded | Site offline Network · ML · Head Office | P3 | In Progress | — | — | n/a |
| STA004-101970 | 17 Jul 2026 | Project · excluded | Permission change User admin · KB · Branch | P3 | Open | — | — | n/a |
| STA004-101969 | 17 Jul 2026 | Planned Install · excluded | Backup job failed Backup · AB · Branch | P3 | Open | — | — | n/a |
| STA004-101968 | 17 Jul 2026 | Service Request | Slow VPN Network · ML · Head Office | P4 | Closed | — | — | n/a |
| STA004-101967 | 17 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Remote | P3 | Closed | 5.92 hr | 3.9 hr | Met |
| STA004-101966 | 17 Jul 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P2 | Closed | 3.71 hr | 2.4 days | Met |
| STA004-101965 | 17 Jul 2026 | Incident | Spoofed email reported Email · ML · Remote | P2 | Resolved | 1.32 hr | 1.5 hr | Met |
| STA004-101964 | 16 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P3 | Closed | 0.07 hr | 23.7 hr | Met |
| STA004-101963 | 16 Jul 2026 | Planned Install · excluded | Docking station not detected Hardware · ML · Remote | P4 | Open | — | — | n/a |
| STA004-101962 | 15 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P2 | Closed | 1.49 hr | 20.8 hr | Met |
| STA004-101961 | 15 Jul 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 1.18 hr | 2.4 days | Met |
| STA004-101960 | 15 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 0.64 hr | 14.2 hr | Met |
| STA004-101959 | 15 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P4 | Resolved | 7.86 hr | 1.6 days | Met |
| STA004-101958 | 15 Jul 2026 | Project · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P1 | In Progress | — | — | n/a |
| STA004-101957 | 14 Jul 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P1 | Resolved | — | — | n/a |
| STA004-101956 | 14 Jul 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Resolved | 0.82 hr | 6.6 hr | Met |
| STA004-101955 | 14 Jul 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 2.04 hr | 1.6 days | Met |
| STA004-101954 | 14 Jul 2026 | Planned Install · excluded | Permission change User admin · AB · Head Office | P4 | In Progress | — | — | n/a |
| STA004-101953 | 14 Jul 2026 | Service Request | Licence renewal Line of business app · ML · Branch | P2 | Resolved | 0.84 hr | 7.8 hr | Met |
| STA004-101952 | 14 Jul 2026 | Incident | Toner replacement Printing · KB · Branch | P4 | Closed | 0.36 hr | 8.6 hr | Met |
| STA004-101951 | 14 Jul 2026 | Incident | Retention change Backup · KB · Branch | P4 | Resolved | 1.54 hr | 2.4 days | Met |
| STA004-101950 | 13 Jul 2026 | Planned Install · excluded | Leaver process User admin · TAG · Head Office | P2 | Open | — | — | n/a |
| STA004-101949 | 13 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Branch | P3 | Closed | 0.13 hr | 11.1 hr | Met |
| STA004-101948 | 13 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 4.95 hr | 2.3 days | Met |
| STA004-101947 | 13 Jul 2026 | Incident | Message quarantined Email · KB · Remote | P4 | Closed | 0.99 hr | 15.5 hr | Met |
| STA004-101946 | 13 Jul 2026 | Project · excluded | Toner replacement Printing · SE · Head Office | P3 | Open | — | — | n/a |
| STA004-101945 | 10 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Branch | P3 | Resolved | 5.22 hr | 2.2 days | Met |
| STA004-101944 | 10 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 0.96 hr | 18.4 hr | Met |
| STA004-101943 | 10 Jul 2026 | Incident | Phishing report triage Security · SE · Branch | P3 | Closed | 0.42 hr | 17.3 hr | Met |
| STA004-101942 | 10 Jul 2026 | Quote · excluded | Leaver process User admin · KB · Head Office | P2 | Resolved | — | — | n/a |
| STA004-101941 | 09 Jul 2026 | Project · excluded | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| STA004-101940 | 09 Jul 2026 | Planned Install · excluded | Backup capacity review Backup · ML · Branch | P3 | Closed | — | — | n/a |
| STA004-101939 | 08 Jul 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 36.48 hr | 2.2 days | Missed |
| STA004-101938 | 08 Jul 2026 | Project · excluded | Leaver process User admin · BK · Remote | P3 | Resolved | — | — | n/a |
| STA004-101937 | 08 Jul 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 23.55 hr | 1.2 days | Missed |
| STA004-101936 | 07 Jul 2026 | Quote · excluded | Site offline Network · ML · Branch | P3 | Resolved | — | — | n/a |
| STA004-101935 | 06 Jul 2026 | Incident | Distribution list change Email · TAG · Head Office | P2 | Closed | 33.36 hr | 1.0 days | Missed |
| STA004-101934 | 06 Jul 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · AB · Site 2 | P3 | Closed | — | — | n/a |
| STA004-101933 | 03 Jul 2026 | Service Request | Report not generating Line of business app · KB · Site 2 | P3 | Closed | 9.71 hr | 1.1 days | Missed |
| STA004-101932 | 02 Jul 2026 | Planned Install · excluded | Screen flickering Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| STA004-101931 | 02 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Branch | P2 | Closed | 0.79 hr | 6.1 hr | Met |
| STA004-101930 | 02 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Branch | P4 | Resolved | — | — | n/a |
| STA004-101929 | 02 Jul 2026 | Service Request | Handset registration Telephony · AB · Remote | P1 | Resolved | 7.81 hr | 17.4 hr | 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.