SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 49 records in this selection sit outside that — quotes, projects and planned installs, plus 16 calls billed time and materials. They stay visible for volume context.
Service performance
104 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
81.2%
19 call(s) over the 8-hour target
First-time fix
67.0%
Where the source records the field
Volume
Contract calls
104
153 calls logged in the period
Off contract
16
£7,407.75 chargeable
Open / closed
7 / 146
Across the selected period
Data-quality gaps
3
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
104
records
- Printing16
- Backup15
- Line of business app13
- Hardware11
- Security11
- Microsoft 36510
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 104 | 5.66 hr | 81.2% | 19 | 49 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| (Not recorded) | 16 | 6.26 hr | 87% | 2 |
| Anne-Marie Cable | 14 | 4.14 hr | 86% | 2 |
| Karen Taylor | 14 | 5.92 hr | 79% | 3 |
| Kelly Gregory | 10 | 3.45 hr | 80% | 2 |
| Barry Ebbs | 8 | 12.11 hr | 71% | 2 |
| Stacey Thomas | 8 | 3.54 hr | 88% | 1 |
| Phil Jenkins | 8 | 5.72 hr | 86% | 1 |
| Damian Armstrong | 6 | 4.14 hr | 83% | 1 |
| Aiden Higgins | 5 | 7.35 hr | 60% | 2 |
| Daniel Blacker | 5 | 6.16 hr | 80% | 1 |
| Chloe Dempsey | 4 | 2.08 hr | 100% | 0 |
| Julie Herbert | 4 | 11.87 hr | 50% | 2 |
19 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 51.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306478 | Barry Ebbs | HP ProDesk 400 G7 | 2026-05-07 08:20 | 59.24 hr | +51.2 | ML | Toner replacement |
| 306424 | (Not recorded) | Dell Latitude E7470 | 2026-02-05 16:49 | 46.71 hr | +38.7 | TAG | MFA reset |
| 306450 | Karen Taylor | WatchGuard T35 | 2026-03-14 14:13 | 44.36 hr | +36.4 | TAG | SharePoint permission request |
| 306516 | Phil Jenkins | Apple iPhone 12 | 2026-06-29 13:56 | 31.87 hr | +23.9 | KB | Backup job failed |
| 306416 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-01-26 12:41 | 31.85 hr | +23.9 | BK | Licence renewal |
| 306540 | Daniel Blacker | Apple iPhone 12 | 2026-08-07 14:37 | 24.98 hr | +17.0 | BK | Scan to email failing |
| 306544 | Julie Herbert | WatchGuard T35 | 2026-08-12 09:02 | 24.69 hr | +16.7 | BK | Permission change |
| 306418 | Aiden Higgins | Lenovo ThinkCentre M70q | 2026-01-28 11:32 | 23.11 hr | +15.1 | TAG | Spoofed email reported |
| 306449 | (Not recorded) | WatchGuard T35 | 2026-03-13 15:58 | 22.92 hr | +14.9 | AB | Endpoint alert investigation |
| 306515 | Stacey Thomas | Apple MacBook Air M2 | 2026-06-26 16:10 | 19.99 hr | +12.0 | SE | Distribution list change |
| 306543 | Kelly Gregory | Dell OptiPlex 7010 | 2026-08-11 16:56 | 15.19 hr | +7.2 | TAG | Suspicious sign-in review |
| 306463 | Julie Herbert | Apple MacBook Air M2 | 2026-04-14 15:44 | 12.31 hr | +4.3 | BK | Retention change |
| 306482 | Kelly Gregory | HP ProDesk 400 G7 | 2026-05-12 08:11 | 11.87 hr | +3.9 | BK | Handset registration |
| 306483 | Karen Taylor | Apple MacBook Air M2 | 2026-05-14 11:29 | 11.50 hr | +3.5 | SE | Database timeout |
| 306549 | Aiden Higgins | Apple iPhone 12 | 2026-08-18 11:52 | 11.24 hr | +3.2 | TAG | Scan to email failing |
| 306551 | Barry Ebbs | Dell Latitude 5440 | 2026-08-20 15:34 | 9.83 hr | +1.8 | TAG | Permission change |
| 306440 | Karen Taylor | Dell Latitude 7420 | 2026-03-03 08:44 | 9.14 hr | +1.1 | BK | Call quality issue |
| 306438 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-02-27 16:47 | 8.93 hr | +0.9 | SE | MFA reset |
| 306504 | Damian Armstrong | Dell Latitude 7420 | 2026-06-12 16:59 | 8.04 hr | +0.0 | KB | Backup job failed |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 4 | 07 Jan 2026 – 20 Jul 2026 |
| (Not recorded) | Hardware | 4 | 21 Apr 2026 – 23 Jun 2026 |
| (Not recorded) | Backup / restore | 3 | 09 Jan 2026 – 30 Apr 2026 |
| Karen Taylor | Telephony | 3 | 02 Feb 2026 – 23 Apr 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 05 Feb 2026 – 01 Jul 2026 |
| Karen Taylor | Line of business app | 3 | 16 Feb 2026 – 30 Jun 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 27 Feb 2026 – 14 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 11 Mar 2026 – 26 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 07 Jan 2026 – 20 Jul 2026 |
| Apple MacBook Air M2 | Line of business app | 4 | 26 Jan 2026 – 17 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 3 | 13 Feb 2026 – 06 Jul 2026 |
| Lenovo ThinkPad T14 | Email / Microsoft 365 | 3 | 06 Apr 2026 – 13 Aug 2026 |
| Apple MacBook Air M2 | Hardware | 3 | 24 Apr 2026 – 24 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
153 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| STI008-100432 | 25 Aug 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.03 hr | 9.1 hr | Met |
| STI008-100431 | 24 Aug 2026 | Change | Licence renewal Line of business app · BK · Remote | P3 | Open | — | — | n/a |
| STI008-100430 | 20 Aug 2026 | Incident | Permission change User admin · TAG · Head Office | P4 | Closed | 9.83 hr | 1.1 days | Missed |
| STI008-100429 | 19 Aug 2026 | Quote · excluded | Switch port fault Network · TAG · Remote | P3 | Closed | — | — | n/a |
| STI008-100428 | 18 Aug 2026 | Incident | Scan to email failing Printing · TAG · Remote | P2 | Closed | 11.24 hr | 2.4 days | Missed |
| STI008-100427 | 18 Aug 2026 | Quote · excluded | Phishing report triage Security · ML · Branch | P1 | In Progress | — | — | n/a |
| STI008-100426 | 17 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P2 | Resolved | 0.27 hr | 6.5 hr | Met |
| STI008-100425 | 14 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Remote | P4 | Closed | 0.67 hr | 6.5 hr | Met |
| STI008-100424 | 13 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Resolved | 2.69 hr | 13.6 hr | Met |
| STI008-100423 | 12 Aug 2026 | Incident | Permission change User admin · BK · Remote | P3 | Resolved | 24.69 hr | 1.7 days | Missed |
| STI008-100422 | 11 Aug 2026 | Change | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 15.19 hr | 16.8 hr | Missed |
| STI008-100421 | 10 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | Open | — | — | n/a |
| STI008-100420 | 09 Aug 2026 | Service Request | Distribution list change Email · KB · Branch | P4 | Closed | 0.69 hr | 11.2 hr | Met |
| STI008-100419 | 07 Aug 2026 | Incident | Scan to email failing Printing · BK · Remote | P4 | Closed | 24.98 hr | 3.6 hr | Missed |
| STI008-100418 | 04 Aug 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 1.28 hr | 2.5 days | Met |
| STI008-100417 | 31 Jul 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 1.78 hr | 1.4 days | Met |
| STI008-100416 | 30 Jul 2026 | Service Request | Scan to email failing Printing · SE · Remote | P2 | Resolved | 0.57 hr | 10.0 hr | Met |
| STI008-100415 | 30 Jul 2026 | Service Request | Backup capacity review Backup · TAG · Remote | P3 | Closed | 5.36 hr | 2.2 days | Met |
| STI008-100414 | 29 Jul 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 7.49 hr | 1.9 days | Met |
| STI008-100413 | 27 Jul 2026 | Quote · excluded | Backup job failed Backup · AB · Remote | P3 | In Progress | — | — | n/a |
| STI008-100412 | 23 Jul 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · AB · Branch | P2 | Open | — | — | n/a |
| STI008-100411 | 22 Jul 2026 | Project · excluded | Database timeout Line of business app · TAG · Head Office | P2 | In Progress | — | — | n/a |
| STI008-100410 | 21 Jul 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 0.33 hr | 1.5 days | Met |
| STI008-100409 | 20 Jul 2026 | Service Request | Distribution list change Email · SE · Site 2 | P3 | Resolved | 0.22 hr | 21.9 hr | Met |
| STI008-100408 | 16 Jul 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Closed | 1.29 hr | 4.3 hr | Met |
| STI008-100407 | 15 Jul 2026 | Quote · excluded | Name change request User admin · KB · Head Office | P2 | Open | — | — | n/a |
| STI008-100406 | 14 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Closed | 6.30 hr | 2.3 days | Met |
| STI008-100405 | 13 Jul 2026 | Project · excluded | Replacement keyboard Hardware · KB · Remote | P4 | Resolved | — | — | n/a |
| STI008-100404 | 10 Jul 2026 | Service Request | Restore request Backup · ML · Head Office | P2 | Closed | 3.64 hr | 1.9 days | Met |
| STI008-100403 | 09 Jul 2026 | Planned Install · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| STI008-100402 | 09 Jul 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| STI008-100401 | 06 Jul 2026 | Incident | Slow VPN Network · KB · Remote | P4 | Closed | — | — | n/a |
| STI008-100400 | 04 Jul 2026 | Incident | Scan to email failing Printing · KB · Remote | P2 | Resolved | 4.16 hr | 1.7 days | Met |
| STI008-100399 | 03 Jul 2026 | Incident | Call quality issue Telephony · KB · Head Office | P4 | Closed | 1.20 hr | 6.8 hr | Met |
| STI008-100398 | 02 Jul 2026 | Incident | Printer offline Printing · AB · Branch | P2 | Closed | 0.77 hr | 2.0 days | Met |
| STI008-100397 | 01 Jul 2026 | Service Request | Phishing report triage Security · KB · Head Office | P2 | Closed | 1.35 hr | 22.1 hr | Met |
| STI008-100396 | 30 Jun 2026 | Change | Licence renewal Line of business app · SE · Remote | P1 | Closed | 0.27 hr | 5.9 hr | Met |
| STI008-100395 | 29 Jun 2026 | Service Request | Backup job failed Backup · KB · Head Office | P4 | Closed | 31.87 hr | 1.3 days | Missed |
| STI008-100394 | 26 Jun 2026 | Service Request | Distribution list change Email · SE · Head Office | P4 | Closed | 19.99 hr | 1.0 days | Missed |
| STI008-100393 | 24 Jun 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Closed | 1.16 hr | 20.8 hr | Met |
| STI008-100392 | 23 Jun 2026 | Service Request | Replacement keyboard Hardware · ML · Site 2 | P2 | Closed | — | — | n/a |
| STI008-100391 | 22 Jun 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P2 | Resolved | 0.58 hr | 2.5 days | Met |
| STI008-100390 | 22 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · BK · Head Office | P4 | Closed | — | — | n/a |
| STI008-100389 | 18 Jun 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · BK · Site 2 | P4 | Closed | — | — | n/a |
| STI008-100388 | 17 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Closed | 0.36 hr | 0.8 hr | Met |
| STI008-100387 | 16 Jun 2026 | Change | Spoofed email reported Email · AB · Remote | P4 | Closed | 0.10 hr | 1.3 days | Met |
| STI008-100386 | 15 Jun 2026 | Change | New extension setup Telephony · BK · Head Office | P4 | Resolved | 0.86 hr | 1.3 days | Met |
| STI008-100385 | 13 Jun 2026 | Planned Install · excluded | New starter setup User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| STI008-100384 | 12 Jun 2026 | Incident | New starter setup User admin · TAG · Branch | P1 | Closed | 2.40 hr | 16.4 hr | Met |
| STI008-100383 | 12 Jun 2026 | Service Request | Backup job failed Backup · KB · Branch | P3 | Closed | 8.04 hr | 2.0 days | Missed |
| STI008-100382 | 10 Jun 2026 | Change · excluded | New extension setup Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| STI008-100381 | 10 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | 0.99 hr | 2.1 days | Met |
| STI008-100380 | 08 Jun 2026 | Incident | Backup job failed Backup · ML · Site 2 | P3 | Resolved | 2.68 hr | 2.2 days | Met |
| STI008-100379 | 05 Jun 2026 | Planned Install · excluded | Backup capacity review Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| STI008-100378 | 05 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Remote | P2 | Resolved | 1.23 hr | 2.0 days | Met |
| STI008-100377 | 04 Jun 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Closed | 2.23 hr | 1.8 days | Met |
| STI008-100376 | 03 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 0.92 hr | 1.6 days | Met |
| STI008-100375 | 02 Jun 2026 | Incident | Restore request Backup · BK · Site 2 | P3 | Closed | 0.81 hr | 8.7 hr | Met |
| STI008-100374 | 01 Jun 2026 | Incident | Docking station not detected Hardware · BK · Remote | P3 | Closed | 0.92 hr | 1.7 days | Met |
| STI008-100373 | 29 May 2026 | Incident · excluded | Endpoint alert investigation Security · TAG · Branch | P4 | Resolved | — | — | n/a |
| STI008-100372 | 28 May 2026 | Quote · excluded | Handset registration Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| STI008-100371 | 27 May 2026 | Quote · excluded | Message quarantined Email · ML · Head Office | P2 | Closed | — | — | n/a |
| STI008-100370 | 26 May 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P2 | Closed | 3.13 hr | 17.0 hr | Met |
| STI008-100369 | 25 May 2026 | Project · excluded | Database timeout Line of business app · SE · Remote | P2 | Closed | — | — | n/a |
| STI008-100368 | 22 May 2026 | Change | Printer offline Printing · SE · Head Office | P2 | Closed | 5.66 hr | 7.2 hr | Met |
| STI008-100367 | 21 May 2026 | Quote · excluded | Handset registration Telephony · KB · Branch | P3 | Closed | — | — | n/a |
| STI008-100366 | 20 May 2026 | Incident | Scan to email failing Printing · TAG · Remote | P3 | Resolved | 0.78 hr | 1.4 days | Met |
| STI008-100365 | 20 May 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Resolved | 0.75 hr | 20.6 hr | Met |
| STI008-100364 | 19 May 2026 | Quote · excluded | Toner replacement Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| STI008-100363 | 15 May 2026 | Incident · excluded | Call quality issue Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| STI008-100362 | 14 May 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Closed | 11.50 hr | 23.4 hr | Missed |
| STI008-100361 | 12 May 2026 | Service Request | Handset registration Telephony · BK · Head Office | P4 | Closed | 11.87 hr | 2.4 days | Missed |
| STI008-100360 | 11 May 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P2 | Resolved | 3.47 hr | 1.7 days | Met |
| STI008-100359 | 10 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | 0.85 hr | 1.7 days | Met |
| STI008-100358 | 07 May 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| STI008-100357 | 07 May 2026 | Service Request | Toner replacement Printing · ML · Head Office | P3 | Resolved | 59.24 hr | 2.2 days | Missed |
| STI008-100356 | 06 May 2026 | Incident | Scan to email failing Printing · SE · Branch | P4 | Resolved | 4.00 hr | 2.5 days | Met |
| STI008-100355 | 05 May 2026 | Change · excluded | Backup job failed Backup · SE · Remote | P3 | Resolved | — | — | n/a |
| STI008-100354 | 04 May 2026 | Quote · excluded | MFA reset Security · TAG · Remote | P4 | Resolved | — | — | n/a |
| STI008-100353 | 01 May 2026 | Incident | Permission change User admin · SE · Site 2 | P3 | Closed | 1.03 hr | 1.7 days | Met |
| STI008-100352 | 30 Apr 2026 | Incident | Restore request Backup · TAG · Branch | P4 | Closed | 2.06 hr | 1.1 days | Met |
| STI008-100351 | 29 Apr 2026 | Quote · excluded | MFA reset Security · KB · Remote | P2 | Closed | — | — | n/a |
| STI008-100350 | 28 Apr 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 0.79 hr | 7.5 hr | Met |
| STI008-100349 | 24 Apr 2026 | Change | Screen flickering Hardware · BK · Branch | P3 | Closed | 0.49 hr | 2.5 days | Met |
| STI008-100348 | 23 Apr 2026 | Service Request | New extension setup Telephony · KB · Branch | P3 | Resolved | 3.20 hr | 2.0 days | Met |
| STI008-100347 | 21 Apr 2026 | Service Request | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 3.78 hr | 22.2 hr | Met |
| STI008-100346 | 20 Apr 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Closed | 0.72 hr | 1.7 days | Met |
| STI008-100345 | 17 Apr 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | — | — | n/a |
| STI008-100344 | 16 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P4 | Closed | 4.13 hr | 2.3 days | Met |
| STI008-100343 | 15 Apr 2026 | Incident · excluded | Message quarantined Email · KB · Head Office | P4 | Closed | — | — | n/a |
| STI008-100342 | 14 Apr 2026 | Incident | Retention change Backup · BK · Branch | P3 | Closed | 12.31 hr | 17.4 hr | Missed |
| STI008-100341 | 11 Apr 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P2 | Closed | 0.09 hr | 1.9 days | Met |
| STI008-100340 | 10 Apr 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P2 | Closed | 0.60 hr | 2.0 days | Met |
| STI008-100339 | 09 Apr 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P1 | Closed | — | — | n/a |
| STI008-100338 | 08 Apr 2026 | Incident | Message quarantined Email · KB · Site 2 | P3 | Closed | 0.39 hr | 1.0 days | Met |
| STI008-100337 | 06 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | 1.28 hr | 1.6 days | Met |
| STI008-100336 | 01 Apr 2026 | Quote · excluded | Name change request User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| STI008-100335 | 31 Mar 2026 | Quote · excluded | Retention change Backup · TAG · Branch | P4 | Resolved | — | — | n/a |
| STI008-100334 | 30 Mar 2026 | Incident | MFA reset Security · ML · Head Office | P3 | Resolved | 0.06 hr | 1.7 days | Met |
| STI008-100333 | 26 Mar 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 0.43 hr | 13.2 hr | Met |
| STI008-100332 | 25 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Resolved | 7.35 hr | 1.5 hr | Met |
| STI008-100331 | 20 Mar 2026 | Quote · excluded | Application crash on launch Line of business app · KB · Branch | P3 | Closed | — | — | n/a |
| STI008-100330 | 16 Mar 2026 | Project · excluded | Report not generating Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| STI008-100329 | 14 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Remote | P3 | Closed | 44.36 hr | 15.2 hr | Missed |
| STI008-100328 | 13 Mar 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | 22.92 hr | 1.9 days | Missed |
| STI008-100327 | 12 Mar 2026 | Service Request · excluded | Call quality issue Telephony · BK · Remote | P4 | Closed | — | — | n/a |
| STI008-100326 | 11 Mar 2026 | Service Request | Message quarantined Email · ML · Head Office | P2 | Resolved | 0.60 hr | 2.2 days | Met |
| STI008-100325 | 10 Mar 2026 | Planned Install · excluded | Endpoint alert investigation Security · ML · Site 2 | P4 | Closed | — | — | n/a |
| STI008-100324 | 09 Mar 2026 | Planned Install · excluded | Site offline Network · BK · Head Office | P4 | Closed | — | — | n/a |
| STI008-100323 | 08 Mar 2026 | Change | Database timeout Line of business app · BK · Remote | P4 | Closed | 0.77 hr | 1.1 days | Met |
| STI008-100322 | 08 Mar 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P4 | Resolved | 0.80 hr | 2.1 days | Met |
| STI008-100321 | 06 Mar 2026 | Quote · excluded | New extension setup Telephony · AB · Branch | P3 | Resolved | — | — | n/a |
| STI008-100320 | 04 Mar 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 0.49 hr | 14.8 hr | Met |
| STI008-100319 | 03 Mar 2026 | Service Request | Call quality issue Telephony · BK · Remote | P4 | Resolved | 9.14 hr | 15.1 hr | Missed |
| STI008-100318 | 02 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.88 hr | 14.3 hr | Met |
| STI008-100317 | 27 Feb 2026 | Change | MFA reset Security · SE · Head Office | P4 | Resolved | 8.93 hr | 2.5 days | Missed |
| STI008-100316 | 26 Feb 2026 | Incident · excluded | Mailbox delegation Email · AB · Head Office | P3 | Resolved | — | — | n/a |
| STI008-100315 | 25 Feb 2026 | Service Request · excluded | Database timeout Line of business app · KB · Site 2 | P2 | Closed | — | — | n/a |
| STI008-100314 | 23 Feb 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P2 | Closed | — | — | n/a |
| STI008-100313 | 20 Feb 2026 | Incident | Leaver process User admin · AB · Remote | P4 | Closed | 1.36 hr | 2.3 days | Met |
| STI008-100312 | 19 Feb 2026 | Change | Report not generating Line of business app · BK · Head Office | P3 | Closed | 0.70 hr | 1.9 days | Met |
| STI008-100311 | 17 Feb 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P4 | Closed | 1.11 hr | 2.1 days | Met |
| STI008-100310 | 16 Feb 2026 | Service Request | Database timeout Line of business app · ML · Branch | P4 | Resolved | 0.26 hr | 1.7 days | Met |
| STI008-100309 | 13 Feb 2026 | Service Request | Endpoint alert investigation Security · SE · Remote | P3 | Resolved | 0.09 hr | 2.0 days | Met |
| STI008-100308 | 12 Feb 2026 | Service Request | New printer driver rollout Printing · TAG · Head Office | P4 | Closed | 4.17 hr | 9.7 hr | Met |
| STI008-100307 | 11 Feb 2026 | Planned Install · excluded | New starter setup User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| STI008-100306 | 10 Feb 2026 | Service Request | New printer driver rollout Printing · KB · Branch | P3 | Closed | 4.77 hr | 14.8 hr | Met |
| STI008-100305 | 09 Feb 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P3 | Closed | 0.32 hr | 1.3 days | Met |
| STI008-100304 | 06 Feb 2026 | Incident · excluded | New printer driver rollout Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| STI008-100303 | 05 Feb 2026 | Incident | MFA reset Security · TAG · Remote | P2 | Closed | 46.71 hr | 2.0 days | Missed |
| STI008-100302 | 04 Feb 2026 | Incident | Printer offline Printing · KB · Remote | P3 | Resolved | 0.27 hr | 4.4 hr | Met |
| STI008-100301 | 02 Feb 2026 | Incident | New extension setup Telephony · AB · Head Office | P3 | Closed | 1.11 hr | 1.5 days | Met |
| STI008-100300 | 01 Feb 2026 | Project · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| STI008-100299 | 30 Jan 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 3.02 hr | 3.8 hr | Met |
| STI008-100298 | 29 Jan 2026 | Service Request | New extension setup Telephony · KB · Head Office | P3 | Closed | 1.24 hr | 1.8 days | Met |
| STI008-100297 | 28 Jan 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 23.11 hr | 1.6 days | Missed |
| STI008-100296 | 27 Jan 2026 | Service Request | Backup capacity review Backup · ML · Branch | P3 | Closed | 3.43 hr | 1.1 days | Met |
| STI008-100295 | 26 Jan 2026 | Service Request | Licence renewal Line of business app · BK · Branch | P3 | Closed | 31.85 hr | 2.4 days | Missed |
| STI008-100294 | 23 Jan 2026 | Change | Laptop will not boot Hardware · BK · Head Office | P4 | Resolved | 0.18 hr | 14.7 hr | Met |
| STI008-100293 | 22 Jan 2026 | Change | Backup job failed Backup · ML · Branch | P3 | Resolved | 4.33 hr | 18.6 hr | Met |
| STI008-100292 | 22 Jan 2026 | Change | Restore request Backup · BK · Site 2 | P3 | Resolved | 0.64 hr | 10.9 hr | Met |
| STI008-100291 | 21 Jan 2026 | Change · excluded | Report not generating Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| STI008-100290 | 19 Jan 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · ML · Site 2 | P3 | Closed | — | — | n/a |
| STI008-100289 | 17 Jan 2026 | Service Request | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Closed | 2.95 hr | 1.7 days | Met |
| STI008-100288 | 15 Jan 2026 | Quote · excluded | Printer offline Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| STI008-100287 | 14 Jan 2026 | Incident · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Closed | — | — | n/a |
| STI008-100286 | 13 Jan 2026 | Incident | Slow VPN Network · KB · Head Office | P3 | Closed | 2.68 hr | 2.5 days | Met |
| STI008-100285 | 12 Jan 2026 | Incident | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 1.29 hr | 1.4 days | Met |
| STI008-100284 | 09 Jan 2026 | Incident | Restore request Backup · ML · Branch | P3 | Closed | 4.50 hr | 1.2 days | Met |
| STI008-100283 | 07 Jan 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Branch | P2 | Closed | 0.33 hr | 12.6 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.