SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 57 records in this selection sit outside that — quotes, projects and planned installs, plus 22 calls billed time and materials. They stay visible for volume context.
Service performance
148 eligible records in this yearAverage first response
4.5 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
88.8%
16 call(s) over the 8-hour target
First-time fix
73.5%
Where the source records the field
Volume
Contract calls
148
205 calls logged in the period
Off contract
22
£7,528.5 chargeable
Open / closed
9 / 196
Across the selected period
Data-quality gaps
5
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
148
records
- Backup22
- Email17
- Telephony17
- Microsoft 36516
- User admin15
- Network14
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 148 | 4.47 hr | 88.8% | 16 | 57 |
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 | 18 | 4.37 hr | 94% | 1 |
| Karen Taylor | 17 | 7.96 hr | 82% | 3 |
| Anne-Marie Cable | 14 | 2.94 hr | 100% | 0 |
| (Not recorded) | 14 | 2.12 hr | 100% | 0 |
| Chloe Dempsey | 14 | 6.52 hr | 92% | 1 |
| Stacey Thomas | 13 | 5.71 hr | 77% | 3 |
| Barry Ebbs | 13 | 1.22 hr | 100% | 0 |
| Damian Armstrong | 9 | 4.74 hr | 78% | 2 |
| Phil Jenkins | 9 | 8.35 hr | 67% | 3 |
| Daniel Blacker | 8 | 2.46 hr | 100% | 0 |
| Rachael Parkin | 7 | 4.22 hr | 71% | 2 |
| Aiden Higgins | 6 | 1.36 hr | 100% | 0 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 38.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306996 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-08-01 09:16 | 46.04 hr | +38.0 | KB | Endpoint alert investigation |
| 306981 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-07-20 17:42 | 44.81 hr | +36.8 | TAG | Call quality issue |
| 306959 | Phil Jenkins | Dell Latitude 7420 | 2026-06-23 16:51 | 44.27 hr | +36.3 | SE | Replacement keyboard |
| 306848 | Karen Taylor | HP ProBook 450 G6 | 2026-02-17 13:25 | 40.93 hr | +32.9 | BK | Backup job failed |
| 306920 | Karen Taylor | Dell OptiPlex 7010 | 2026-05-19 15:50 | 40.33 hr | +32.3 | AB | SharePoint permission request |
| 306872 | Karen Taylor | Dell Latitude E7470 | 2026-03-17 15:04 | 36.91 hr | +28.9 | KB | Slow VPN |
| 306928 | Stacey Thomas | Dell OptiPlex 3050 | 2026-05-26 08:20 | 35.11 hr | +27.1 | ML | Screen flickering |
| 306957 | Damian Armstrong | Dell Latitude 7420 | 2026-06-22 13:54 | 22.71 hr | +14.7 | BK | Licence renewal |
| 306908 | Phil Jenkins | Aruba AP-515 | 2026-04-28 09:42 | 11.17 hr | +3.2 | SE | SharePoint permission request |
| 306888 | Rachael Parkin | Apple iPhone 12 | 2026-04-02 08:44 | 11.11 hr | +3.1 | SE | MFA reset |
| 306975 | Rachael Parkin | Dell Latitude 7420 | 2026-07-15 13:54 | 10.11 hr | +2.1 | AB | Restore request |
| 306840 | Phil Jenkins | Apple MacBook Air M2 | 2026-02-09 08:29 | 9.93 hr | +1.9 | BK | Suspicious sign-in review |
| 306821 | Stacey Thomas | Ubiquiti UAP-AC-PRO | 2026-01-12 17:49 | 9.63 hr | +1.6 | ML | Toner replacement |
| 306884 | Stacey Thomas | Apple iPhone 14 | 2026-03-27 08:10 | 9.02 hr | +1.0 | SE | Permission change |
| 306946 | Julie Herbert | HP ProDesk 400 G7 | 2026-06-11 14:39 | 9.01 hr | +1.0 | ML | Retention change |
| 306875 | Damian Armstrong | Dell Latitude E7470 | 2026-03-20 16:55 | 8.36 hr | +0.4 | KB | Restore request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 7 | 02 Jan 2026 – 22 Jul 2026 |
| Anne-Marie Cable | Backup / restore | 6 | 23 Jan 2026 – 30 Jun 2026 |
| Kelly Gregory | Email / Microsoft 365 | 5 | 05 Jan 2026 – 23 Jul 2026 |
| Phil Jenkins | Email / Microsoft 365 | 4 | 22 Jan 2026 – 28 Apr 2026 |
| Chloe Dempsey | Telephony | 4 | 18 Mar 2026 – 11 Aug 2026 |
| (Not recorded) | Telephony | 4 | 02 Apr 2026 – 05 Jun 2026 |
| (Not recorded) | Email / Microsoft 365 | 4 | 15 Apr 2026 – 04 Aug 2026 |
| Julie Herbert | Monitoring / server / security | 4 | 26 May 2026 – 07 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Email / Microsoft 365 | 6 | 22 Mar 2026 – 04 Aug 2026 |
| Dell Latitude 7420 | Line of business app | 4 | 16 Jan 2026 – 15 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 30 Jan 2026 – 21 Jul 2026 |
| HP ProDesk 400 G7 | Backup / restore | 4 | 11 Mar 2026 – 30 Jun 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 01 Jan 2026 – 24 Feb 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 3 | 27 Jan 2026 – 11 Jun 2026 |
| Dell Latitude 7420 | Backup / restore | 3 | 03 Feb 2026 – 15 Jul 2026 |
| HP ProBook 450 G6 | User administration | 3 | 06 Mar 2026 – 10 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
205 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| STI143-100620 | 24 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P1 | Open | — | — | n/a |
| STI143-100619 | 24 Aug 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Closed | 1.21 hr | 11.3 hr | Met |
| STI143-100618 | 21 Aug 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | In Progress | — | — | n/a |
| STI143-100617 | 20 Aug 2026 | Project · excluded | Slow VPN Network · TAG · Head Office | P3 | Open | — | — | n/a |
| STI143-100616 | 19 Aug 2026 | Change | Report not generating Line of business app · TAG · Head Office | P3 | Resolved | 1.00 hr | 3.5 hr | Met |
| STI143-100615 | 19 Aug 2026 | Service Request | New starter setup User admin · BK · Branch | P2 | Closed | 6.19 hr | 18.5 hr | Met |
| STI143-100614 | 17 Aug 2026 | Change | Application crash on launch Line of business app · ML · Remote | P1 | Closed | 1.26 hr | 9.2 hr | Met |
| STI143-100613 | 16 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Head Office | P4 | In Progress | — | — | n/a |
| STI143-100612 | 15 Aug 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 0.87 hr | 1.1 days | Met |
| STI143-100611 | 14 Aug 2026 | Quote · excluded | Switch port fault Network · BK · Remote | P4 | In Progress | — | — | n/a |
| STI143-100610 | 14 Aug 2026 | Incident | Site offline Network · TAG · Remote | P4 | Resolved | 0.13 hr | 2.5 days | Met |
| STI143-100609 | 13 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 1.25 hr | 2.2 days | Met |
| STI143-100608 | 11 Aug 2026 | Change | Handset registration Telephony · AB · Remote | P3 | Closed | 1.22 hr | 1.4 days | Met |
| STI143-100607 | 10 Aug 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 1.24 hr | 2.9 hr | Met |
| STI143-100606 | 10 Aug 2026 | Incident | Name change request User admin · ML · Head Office | P2 | Resolved | 2.57 hr | 3.2 hr | Met |
| STI143-100605 | 07 Aug 2026 | Planned Install · excluded | Screen flickering Hardware · AB · Head Office | P3 | In Progress | — | — | n/a |
| STI143-100604 | 07 Aug 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Closed | 1.12 hr | 1.6 days | Met |
| STI143-100603 | 06 Aug 2026 | Quote · excluded | Database timeout Line of business app · ML · Head Office | P3 | Open | — | — | n/a |
| STI143-100602 | 06 Aug 2026 | Incident · excluded | Handset registration Telephony · AB · Remote | P3 | Resolved | — | — | n/a |
| STI143-100601 | 05 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P4 | Closed | 5.88 hr | 15.6 hr | Met |
| STI143-100600 | 04 Aug 2026 | Quote · excluded | Report not generating Line of business app · AB · Branch | P3 | Closed | — | — | n/a |
| STI143-100599 | 04 Aug 2026 | Incident | Distribution list change Email · SE · Head Office | P4 | Closed | 1.27 hr | 15.4 hr | Met |
| STI143-100598 | 03 Aug 2026 | Service Request · excluded | New printer driver rollout Printing · TAG · Remote | P3 | Closed | — | — | n/a |
| STI143-100597 | 01 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P2 | Closed | 46.04 hr | 1.0 days | Missed |
| STI143-100596 | 31 Jul 2026 | Service Request · excluded | Report not generating Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100595 | 31 Jul 2026 | Planned Install · excluded | Handset registration Telephony · AB · Site 2 | P2 | Open | — | — | n/a |
| STI143-100594 | 29 Jul 2026 | Incident | Mailbox delegation Email · AB · Branch | P2 | Closed | 5.86 hr | 19.3 hr | Met |
| STI143-100593 | 29 Jul 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Closed | 0.96 hr | 2.8 hr | Met |
| STI143-100592 | 28 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Open | — | — | n/a |
| STI143-100591 | 28 Jul 2026 | Change | Call quality issue Telephony · BK · Branch | P3 | Resolved | 0.81 hr | 5.8 hr | Met |
| STI143-100590 | 27 Jul 2026 | Quote · excluded | Site offline Network · ML · Head Office | P2 | Closed | — | — | n/a |
| STI143-100589 | 25 Jul 2026 | Service Request | New extension setup Telephony · BK · Remote | P3 | Closed | 4.10 hr | 20.0 hr | Met |
| STI143-100588 | 24 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P2 | Closed | 1.47 hr | 5.1 hr | Met |
| STI143-100587 | 24 Jul 2026 | Incident · excluded | Endpoint alert investigation Security · AB · Site 2 | P2 | Closed | — | — | n/a |
| STI143-100586 | 23 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Remote | P3 | Closed | 0.75 hr | 1.2 days | Met |
| STI143-100585 | 22 Jul 2026 | Incident | Distribution list change Email · BK · Head Office | P2 | Closed | 0.38 hr | 6.5 hr | Met |
| STI143-100584 | 21 Jul 2026 | Incident | New extension setup Telephony · SE · Head Office | P3 | Closed | 0.43 hr | 2.2 hr | Met |
| STI143-100583 | 21 Jul 2026 | Incident | Slow VPN Network · TAG · Branch | P3 | Closed | 5.38 hr | 2.3 days | Met |
| STI143-100582 | 20 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Remote | P4 | Closed | 44.81 hr | 11.1 hr | Missed |
| STI143-100581 | 20 Jul 2026 | Incident | Call quality issue Telephony · KB · Site 2 | P4 | Closed | 1.78 hr | 1.4 days | Met |
| STI143-100580 | 17 Jul 2026 | Service Request | Restore request Backup · ML · Remote | P3 | Resolved | 5.75 hr | 2.1 days | Met |
| STI143-100579 | 16 Jul 2026 | Service Request | Endpoint alert investigation Security · KB · Branch | P3 | Closed | 0.36 hr | 23.4 hr | Met |
| STI143-100578 | 16 Jul 2026 | Incident | Toner replacement Printing · AB · Head Office | P3 | Closed | 1.06 hr | 23.6 hr | Met |
| STI143-100577 | 15 Jul 2026 | Incident | Application crash on launch Line of business app · BK · Branch | P3 | Closed | 5.86 hr | 20.9 hr | Met |
| STI143-100576 | 15 Jul 2026 | Incident | Restore request Backup · AB · Branch | P4 | Closed | 10.11 hr | 1.6 days | Missed |
| STI143-100575 | 14 Jul 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| STI143-100574 | 13 Jul 2026 | Quote · excluded | Mailbox delegation Email · SE · Head Office | P3 | Resolved | — | — | n/a |
| STI143-100573 | 13 Jul 2026 | Change | Distribution list change Email · AB · Head Office | P3 | Closed | 5.30 hr | 20.0 hr | Met |
| STI143-100572 | 10 Jul 2026 | Planned Install · excluded | Name change request User admin · BK · Remote | P3 | Closed | — | — | n/a |
| STI143-100571 | 08 Jul 2026 | Service Request · excluded | Distribution list change Email · KB · Branch | P3 | Resolved | — | — | n/a |
| STI143-100570 | 07 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Head Office | P2 | Resolved | — | — | n/a |
| STI143-100569 | 06 Jul 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Head Office | P4 | Closed | — | — | n/a |
| STI143-100568 | 03 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Resolved | 4.27 hr | 1.8 days | Met |
| STI143-100567 | 02 Jul 2026 | Incident | Endpoint alert investigation Security · AB · Head Office | P2 | Resolved | 5.60 hr | 6.3 hr | Met |
| STI143-100566 | 01 Jul 2026 | Incident · excluded | MFA reset Security · AB · Head Office | P4 | Resolved | — | — | n/a |
| STI143-100565 | 30 Jun 2026 | Change | Backup capacity review Backup · BK · Remote | P2 | Closed | 4.07 hr | 0.3 hr | Met |
| STI143-100564 | 30 Jun 2026 | Project · excluded | Retention change Backup · BK · Head Office | P3 | Closed | — | — | n/a |
| STI143-100563 | 26 Jun 2026 | Service Request | Phishing report triage Security · BK · Remote | P3 | Closed | 4.01 hr | 17.8 hr | Met |
| STI143-100562 | 25 Jun 2026 | Change | Mailbox delegation Email · ML · Head Office | P3 | Resolved | 0.52 hr | 2.9 hr | Met |
| STI143-100561 | 24 Jun 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.63 hr | 1.6 days | Met |
| STI143-100560 | 23 Jun 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P4 | Closed | 44.27 hr | 1.5 days | Missed |
| STI143-100559 | 22 Jun 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Closed | 0.32 hr | 1.8 days | Met |
| STI143-100558 | 22 Jun 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Closed | 22.71 hr | 1.1 days | Missed |
| STI143-100557 | 19 Jun 2026 | Service Request · excluded | Voicemail not delivering Telephony · TAG · Head Office | P2 | Resolved | — | — | n/a |
| STI143-100556 | 18 Jun 2026 | Service Request | Mailbox delegation Email · BK · Remote | P4 | Resolved | 1.49 hr | 11.0 hr | Met |
| STI143-100555 | 17 Jun 2026 | Incident | Backup job failed Backup · BK · Branch | P2 | Closed | 0.46 hr | 0.3 hr | Met |
| STI143-100554 | 16 Jun 2026 | Incident | Backup capacity review Backup · BK · Branch | P3 | Closed | — | — | n/a |
| STI143-100553 | 15 Jun 2026 | Service Request · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100552 | 15 Jun 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| STI143-100551 | 14 Jun 2026 | Service Request · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100550 | 14 Jun 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P2 | Closed | 0.56 hr | 5.0 hr | Met |
| STI143-100549 | 12 Jun 2026 | Service Request · excluded | Printer offline Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| STI143-100548 | 12 Jun 2026 | Incident | Backup job failed Backup · KB · Head Office | P4 | Resolved | 1.10 hr | 23.7 hr | Met |
| STI143-100547 | 11 Jun 2026 | Service Request | Retention change Backup · ML · Remote | P3 | Resolved | 9.01 hr | 1.5 days | Missed |
| STI143-100546 | 11 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Resolved | 0.14 hr | 1.1 hr | Met |
| STI143-100545 | 10 Jun 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 0.88 hr | 20.0 hr | Met |
| STI143-100544 | 10 Jun 2026 | Incident | New starter setup User admin · SE · Remote | P3 | Closed | 5.33 hr | 1.7 days | Met |
| STI143-100543 | 08 Jun 2026 | Service Request | Retention change Backup · ML · Branch | P3 | Resolved | 6.67 hr | 1.2 days | Met |
| STI143-100542 | 06 Jun 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Closed | 0.31 hr | 1.8 days | Met |
| STI143-100541 | 05 Jun 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Resolved | 0.30 hr | 1.8 days | Met |
| STI143-100540 | 04 Jun 2026 | Service Request | MFA reset Security · TAG · Remote | P2 | Resolved | 0.25 hr | 1.2 days | Met |
| STI143-100539 | 03 Jun 2026 | Incident | Toner replacement Printing · SE · Head Office | P4 | Closed | 0.21 hr | 1.6 days | Met |
| STI143-100538 | 02 Jun 2026 | Incident | Switch port fault Network · KB · Head Office | P4 | Closed | 2.72 hr | 2.4 days | Met |
| STI143-100537 | 02 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Remote | P3 | Closed | 3.24 hr | 2.4 days | Met |
| STI143-100536 | 01 Jun 2026 | Incident | Site offline Network · KB · Branch | P3 | Closed | 1.46 hr | 2.0 days | Met |
| STI143-100535 | 01 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Resolved | 0.51 hr | 2.1 days | Met |
| STI143-100534 | 31 May 2026 | Service Request · excluded | Slow VPN Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| STI143-100533 | 28 May 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100532 | 27 May 2026 | Quote · excluded | Toner replacement Printing · SE · Remote | P3 | Resolved | — | — | n/a |
| STI143-100531 | 27 May 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Closed | 6.73 hr | 11.2 hr | Met |
| STI143-100530 | 26 May 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P4 | Closed | — | — | n/a |
| STI143-100529 | 26 May 2026 | Incident | Screen flickering Hardware · ML · Remote | P3 | Closed | 35.11 hr | 1.3 days | Missed |
| STI143-100528 | 25 May 2026 | Incident | Switch port fault Network · KB · Remote | P4 | Resolved | 0.68 hr | 2.3 days | Met |
| STI143-100527 | 24 May 2026 | Service Request | Printer offline Printing · BK · Remote | P3 | Resolved | 0.19 hr | 11.7 hr | Met |
| STI143-100526 | 24 May 2026 | Quote · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100525 | 22 May 2026 | Service Request · excluded | Report not generating Line of business app · AB · Remote | P3 | Resolved | — | — | n/a |
| STI143-100524 | 22 May 2026 | Service Request | Call quality issue Telephony · TAG · Remote | P3 | Closed | 1.19 hr | 2.0 hr | Met |
| STI143-100523 | 20 May 2026 | Incident | Handset registration Telephony · BK · Head Office | P4 | Closed | 0.17 hr | 1.2 hr | Met |
| STI143-100522 | 20 May 2026 | Planned Install · excluded | Screen flickering Hardware · TAG · Branch | P2 | Closed | — | — | n/a |
| STI143-100521 | 19 May 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | 40.33 hr | 2.2 days | Missed |
| STI143-100520 | 18 May 2026 | Incident | Endpoint alert investigation Security · ML · Remote | P4 | Closed | 4.44 hr | 1.6 days | Met |
| STI143-100519 | 18 May 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 0.57 hr | 1.7 days | Met |
| STI143-100518 | 15 May 2026 | Quote · excluded | New extension setup Telephony · KB · Branch | P3 | Resolved | — | — | n/a |
| STI143-100517 | 14 May 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 5.47 hr | 1.5 days | Met |
| STI143-100516 | 13 May 2026 | Planned Install · excluded | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| STI143-100515 | 12 May 2026 | Quote · excluded | Scan to email failing Printing · ML · Branch | P3 | Resolved | — | — | n/a |
| STI143-100514 | 08 May 2026 | Service Request | Scan to email failing Printing · BK · Branch | P3 | Resolved | 4.18 hr | 19.3 hr | Met |
| STI143-100513 | 07 May 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Closed | 0.36 hr | 1.3 days | Met |
| STI143-100512 | 06 May 2026 | Service Request · excluded | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | — | — | n/a |
| STI143-100511 | 01 May 2026 | Quote · excluded | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| STI143-100510 | 29 Apr 2026 | Service Request | Backup capacity review Backup · TAG · Remote | P2 | Resolved | 1.12 hr | 1.8 days | Met |
| STI143-100509 | 28 Apr 2026 | Change | SharePoint permission request Microsoft 365 · SE · Remote | P2 | Closed | 11.17 hr | 11.9 hr | Missed |
| STI143-100508 | 24 Apr 2026 | Incident · excluded | Call quality issue Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| STI143-100507 | 24 Apr 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P2 | Closed | 1.04 hr | 1.4 days | Met |
| STI143-100506 | 23 Apr 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P3 | Resolved | 3.69 hr | 22.3 hr | Met |
| STI143-100505 | 22 Apr 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 1.50 hr | 1.7 days | Met |
| STI143-100504 | 20 Apr 2026 | Quote · excluded | Screen flickering Hardware · ML · Head Office | P4 | Resolved | — | — | n/a |
| STI143-100503 | 17 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Site 2 | P3 | Resolved | 3.07 hr | 1.2 days | Met |
| STI143-100502 | 16 Apr 2026 | Service Request | Restore request Backup · TAG · Head Office | P3 | Closed | 0.87 hr | 1.5 days | Met |
| STI143-100501 | 15 Apr 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 4.86 hr | 4.8 hr | Met |
| STI143-100500 | 14 Apr 2026 | Service Request | Switch port fault Network · ML · Site 2 | P2 | Resolved | 0.10 hr | 1.4 days | Met |
| STI143-100499 | 14 Apr 2026 | Service Request | Call quality issue Telephony · SE · Remote | P3 | Resolved | — | — | n/a |
| STI143-100498 | 13 Apr 2026 | Service Request | New printer driver rollout Printing · ML · Remote | P3 | Closed | 2.23 hr | 1.5 days | Met |
| STI143-100497 | 10 Apr 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P4 | Resolved | 1.36 hr | 13.0 hr | Met |
| STI143-100496 | 08 Apr 2026 | Planned Install · excluded | New starter setup User admin · BK · Remote | P4 | Closed | — | — | n/a |
| STI143-100495 | 07 Apr 2026 | Incident | New extension setup Telephony · ML · Site 2 | P4 | Resolved | 0.11 hr | 1.5 days | Met |
| STI143-100494 | 06 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Closed | 4.23 hr | 5.8 hr | Met |
| STI143-100493 | 05 Apr 2026 | Incident | New starter setup User admin · ML · Head Office | P4 | Closed | 0.37 hr | 8.9 hr | Met |
| STI143-100492 | 03 Apr 2026 | Incident · excluded | Message quarantined Email · AB · Head Office | P3 | Closed | — | — | n/a |
| STI143-100491 | 03 Apr 2026 | Planned Install · excluded | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Closed | — | — | n/a |
| STI143-100490 | 02 Apr 2026 | Service Request | Handset registration Telephony · SE · Head Office | P3 | Resolved | 5.18 hr | 1.6 days | Met |
| STI143-100489 | 02 Apr 2026 | Incident | MFA reset Security · SE · Remote | P3 | Closed | 11.11 hr | 1.3 hr | Missed |
| STI143-100488 | 31 Mar 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Resolved | 1.25 hr | 15.0 hr | Met |
| STI143-100487 | 30 Mar 2026 | Service Request | Restore request Backup · AB · Branch | P3 | Resolved | 0.25 hr | 2.1 days | Met |
| STI143-100486 | 30 Mar 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P4 | Closed | 0.38 hr | 2.2 days | Met |
| STI143-100485 | 27 Mar 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 9.02 hr | 1.6 days | Missed |
| STI143-100484 | 26 Mar 2026 | Incident | Screen flickering Hardware · AB · Head Office | P4 | Closed | 0.31 hr | 1.8 days | Met |
| STI143-100483 | 26 Mar 2026 | Service Request | Slow VPN Network · AB · Branch | P3 | Resolved | 0.34 hr | 1.1 days | Met |
| STI143-100482 | 25 Mar 2026 | Service Request | Name change request User admin · TAG · Remote | P3 | Closed | 4.96 hr | 4.1 hr | Met |
| STI143-100481 | 24 Mar 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Closed | 0.07 hr | 23.0 hr | Met |
| STI143-100480 | 24 Mar 2026 | Service Request | Licence renewal Line of business app · KB · Branch | P4 | Closed | 0.91 hr | 0.7 hr | Met |
| STI143-100479 | 23 Mar 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P1 | Closed | 0.61 hr | 2.0 hr | Met |
| STI143-100478 | 22 Mar 2026 | Incident | Spoofed email reported Email · ML · Remote | P4 | Closed | 0.31 hr | 2.5 days | Met |
| STI143-100477 | 21 Mar 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 1.25 hr | 1.3 days | Met |
| STI143-100476 | 20 Mar 2026 | Service Request | Restore request Backup · KB · Branch | P3 | Closed | 8.36 hr | 2.4 days | Missed |
| STI143-100475 | 19 Mar 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 0.15 hr | 7.2 hr | Met |
| STI143-100474 | 18 Mar 2026 | Incident | Handset registration Telephony · AB · Branch | P3 | Resolved | 6.46 hr | 1.9 days | Met |
| STI143-100473 | 17 Mar 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Resolved | 36.91 hr | 10.9 hr | Missed |
| STI143-100472 | 16 Mar 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Closed | 1.42 hr | 2.3 days | Met |
| STI143-100471 | 13 Mar 2026 | Service Request · excluded | Retention change Backup · BK · Branch | P4 | Closed | — | — | n/a |
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.