SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 34 records in this selection sit outside that — quotes, projects and planned installs, plus 12 calls billed time and materials. They stay visible for volume context.
Service performance
80 eligible records in this yearAverage first response
5.4 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.7%
8 call(s) over the 8-hour target
First-time fix
73.8%
Where the source records the field
Volume
Contract calls
80
114 calls logged in the period
Off contract
12
£4,929.75 chargeable
Open / closed
1 / 113
Across the selected period
Data-quality gaps
2
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
80
records
- Telephony15
- Microsoft 36511
- User admin11
- Backup9
- Printing9
- Security8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 80 | 5.45 hr | 89.7% | 8 | 34 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 14 | 8.91 hr | 93% | 1 |
| Karen Taylor | 8 | 3.40 hr | 88% | 1 |
| Rachael Parkin | 8 | 2.27 hr | 100% | 0 |
| Daniel Blacker | 7 | 7.64 hr | 86% | 1 |
| Barry Ebbs | 7 | 3.88 hr | 86% | 1 |
| Kelly Gregory | 6 | 2.90 hr | 100% | 0 |
| Damian Armstrong | 6 | 1.26 hr | 100% | 0 |
| Phil Jenkins | 6 | 2.06 hr | 100% | 0 |
| Stacey Thomas | 6 | 3.23 hr | 83% | 1 |
| Julie Herbert | 4 | 3.31 hr | 75% | 1 |
| Chloe Dempsey | 3 | 30.89 hr | 67% | 1 |
| (Not recorded) | 3 | 5.32 hr | 50% | 1 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 94.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306829 | Anne-Marie Cable | Apple MacBook Air M2 | 2026-02-25 17:22 | 102.16 hr | +94.2 | BK | Mailbox delegation |
| 306807 | Chloe Dempsey | Dell Latitude 5440 | 2026-01-09 10:42 | 91.96 hr | +84.0 | TAG | Voicemail not delivering |
| 306905 | Daniel Blacker | Dell Latitude 7420 | 2026-07-27 12:29 | 44.66 hr | +36.7 | SE | Message quarantined |
| 306815 | Barry Ebbs | Dell Latitude 7420 | 2026-01-25 08:39 | 20.53 hr | +12.5 | ML | Scan to email failing |
| 306848 | Stacey Thomas | Apple MacBook Pro 14 | 2026-04-02 16:35 | 11.99 hr | +4.0 | BK | New extension setup |
| 306876 | Julie Herbert | Dell Latitude 7420 | 2026-05-25 12:56 | 11.21 hr | +3.2 | KB | Message quarantined |
| 306883 | (Not recorded) | Ubiquiti U6-Pro | 2026-06-08 16:43 | 10.38 hr | +2.4 | KB | Phishing report triage |
| 306849 | Karen Taylor | HP EliteBook 840 G9 | 2026-04-03 16:30 | 8.74 hr | +0.7 | KB | Application crash on launch |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 07 Jan 2026 – 02 Mar 2026 |
| Rachael Parkin | User administration | 3 | 22 Jan 2026 – 17 Apr 2026 |
| Daniel Blacker | Telephony | 3 | 28 Jan 2026 – 22 Jul 2026 |
| Anne-Marie Cable | Telephony | 3 | 12 Feb 2026 – 20 Jul 2026 |
| Phil Jenkins | Email / Microsoft 365 | 3 | 31 Mar 2026 – 31 Jul 2026 |
| Karen Taylor | Telephony | 3 | 13 Apr 2026 – 21 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 07 Jan 2026 – 24 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 25 Feb 2026 – 31 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
114 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| STI608-100324 | 24 Aug 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Closed | 1.39 hr | 2.4 days | Met |
| STI608-100323 | 21 Aug 2026 | Incident | Call quality issue Telephony · BK · Head Office | P4 | Closed | 0.38 hr | 23.8 hr | Met |
| STI608-100322 | 19 Aug 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Closed | 0.45 hr | 15.7 hr | Met |
| STI608-100321 | 18 Aug 2026 | Change | Call quality issue Telephony · TAG · Remote | P4 | Resolved | 0.38 hr | 1.1 days | Met |
| STI608-100320 | 14 Aug 2026 | Incident · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| STI608-100319 | 12 Aug 2026 | Change · excluded | Wi-Fi dropouts in warehouse Network · ML · Branch | P2 | Closed | — | — | n/a |
| STI608-100318 | 11 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Branch | P4 | Closed | 0.44 hr | 1.1 days | Met |
| STI608-100317 | 10 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | In Progress | — | — | n/a |
| STI608-100316 | 04 Aug 2026 | Service Request | Backup capacity review Backup · BK · Remote | P2 | Closed | 0.66 hr | 2.4 days | Met |
| STI608-100315 | 31 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 0.76 hr | 1.7 days | Met |
| STI608-100314 | 29 Jul 2026 | Service Request | Retention change Backup · SE · Remote | P3 | Closed | 1.28 hr | 18.3 hr | Met |
| STI608-100313 | 27 Jul 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Closed | 44.66 hr | 22.7 hr | Missed |
| STI608-100312 | 24 Jul 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Remote | P3 | Closed | — | — | n/a |
| STI608-100311 | 23 Jul 2026 | Quote · excluded | Message quarantined Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| STI608-100310 | 22 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | 1.08 hr | 16.6 hr | Met |
| STI608-100309 | 20 Jul 2026 | Service Request | Handset registration Telephony · KB · Head Office | P3 | Closed | 0.41 hr | 2.5 days | Met |
| STI608-100308 | 17 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P3 | Resolved | 0.90 hr | 13.2 hr | Met |
| STI608-100307 | 14 Jul 2026 | Project · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| STI608-100306 | 10 Jul 2026 | Incident | New starter setup User admin · BK · Branch | P2 | Resolved | 3.78 hr | 1.5 days | Met |
| STI608-100305 | 08 Jul 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| STI608-100304 | 02 Jul 2026 | Change · excluded | Slow VPN Network · AB · Head Office | P4 | Resolved | — | — | n/a |
| STI608-100303 | 01 Jul 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Resolved | 1.29 hr | 2.4 days | Met |
| STI608-100302 | 29 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P3 | Resolved | 1.52 hr | 4.5 hr | Met |
| STI608-100301 | 25 Jun 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 0.05 hr | 2.1 days | Met |
| STI608-100300 | 24 Jun 2026 | Change | New starter setup User admin · SE · Remote | P3 | Closed | 1.24 hr | 2.0 days | Met |
| STI608-100299 | 23 Jun 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 5.87 hr | 2.2 days | Met |
| STI608-100298 | 21 Jun 2026 | Change | Report not generating Line of business app · KB · Site 2 | P4 | Closed | 1.08 hr | 23.9 hr | Met |
| STI608-100297 | 18 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · KB · Site 2 | P2 | Closed | — | — | n/a |
| STI608-100296 | 17 Jun 2026 | Service Request | Voicemail not delivering Telephony · ML · Head Office | P3 | Resolved | 4.62 hr | 8.3 hr | Met |
| STI608-100295 | 15 Jun 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · SE · Remote | P2 | Closed | — | — | n/a |
| STI608-100294 | 12 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Branch | P3 | Resolved | 0.31 hr | 2.1 days | Met |
| STI608-100293 | 11 Jun 2026 | Incident | New extension setup Telephony · ML · Site 2 | P3 | Closed | 4.34 hr | 1.5 days | Met |
| STI608-100292 | 09 Jun 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Closed | 1.13 hr | 19.5 hr | Met |
| STI608-100291 | 08 Jun 2026 | Change | Phishing report triage Security · KB · Head Office | P2 | Closed | 10.38 hr | 1.6 days | Missed |
| STI608-100290 | 04 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P4 | Resolved | — | — | n/a |
| STI608-100289 | 02 Jun 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 1.27 hr | 5.4 hr | Met |
| STI608-100288 | 01 Jun 2026 | Incident | Mailbox delegation Email · AB · Head Office | P4 | Closed | 3.78 hr | 1.3 days | Met |
| STI608-100287 | 29 May 2026 | Incident | New starter setup User admin · SE · Head Office | P4 | Closed | 0.61 hr | 6.1 hr | Met |
| STI608-100286 | 28 May 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | 2.71 hr | 18.4 hr | Met |
| STI608-100285 | 27 May 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | 4.79 hr | 1.2 days | Met |
| STI608-100284 | 25 May 2026 | Incident | Message quarantined Email · KB · Site 2 | P3 | Resolved | 11.21 hr | 1.3 days | Missed |
| STI608-100283 | 23 May 2026 | Change · excluded | Phishing report triage Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100282 | 22 May 2026 | Incident | Leaver process User admin · BK · Remote | P2 | Resolved | — | — | n/a |
| STI608-100281 | 21 May 2026 | Quote · excluded | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100280 | 20 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | 0.44 hr | 10.2 hr | Met |
| STI608-100279 | 19 May 2026 | Service Request · excluded | Call quality issue Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100278 | 18 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P1 | Closed | 1.90 hr | 16.8 hr | Met |
| STI608-100277 | 15 May 2026 | Change | Backup capacity review Backup · BK · Head Office | P4 | Resolved | — | — | n/a |
| STI608-100276 | 13 May 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 0.41 hr | 2.0 days | Met |
| STI608-100275 | 12 May 2026 | Quote · excluded | Site offline Network · AB · Branch | P3 | Closed | — | — | n/a |
| STI608-100274 | 08 May 2026 | Incident · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| STI608-100273 | 30 Apr 2026 | Incident | MFA reset Security · BK · Site 2 | P3 | Resolved | 0.10 hr | 18.9 hr | Met |
| STI608-100272 | 29 Apr 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Remote | P4 | Resolved | — | — | n/a |
| STI608-100271 | 28 Apr 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 1.25 hr | 18.0 hr | Met |
| STI608-100270 | 24 Apr 2026 | Service Request | Scan to email failing Printing · KB · Remote | P3 | Closed | 0.51 hr | 1.4 days | Met |
| STI608-100269 | 23 Apr 2026 | Incident · excluded | Message quarantined Email · KB · Remote | P3 | Closed | — | — | n/a |
| STI608-100268 | 22 Apr 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Closed | 1.47 hr | 1.8 days | Met |
| STI608-100267 | 20 Apr 2026 | Change | Printer offline Printing · TAG · Head Office | P3 | Resolved | 6.98 hr | 1.6 days | Met |
| STI608-100266 | 19 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Site 2 | P3 | Closed | 2.47 hr | 3.2 hr | Met |
| STI608-100265 | 17 Apr 2026 | Incident | New starter setup User admin · ML · Remote | P3 | Resolved | 0.85 hr | 23.5 hr | Met |
| STI608-100264 | 16 Apr 2026 | Quote · excluded | Handset registration Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100263 | 15 Apr 2026 | Quote · excluded | Call quality issue Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100262 | 14 Apr 2026 | Quote · excluded | Spoofed email reported Email · KB · Branch | P2 | Closed | — | — | n/a |
| STI608-100261 | 13 Apr 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 1.61 hr | 1.3 days | Met |
| STI608-100260 | 10 Apr 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P3 | Resolved | 5.59 hr | 1.4 days | Met |
| STI608-100259 | 09 Apr 2026 | Quote · excluded | Restore request Backup · SE · Branch | P3 | Resolved | — | — | n/a |
| STI608-100258 | 08 Apr 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P3 | Closed | 0.53 hr | 19.6 hr | Met |
| STI608-100257 | 03 Apr 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 8.74 hr | 1.6 days | Missed |
| STI608-100256 | 02 Apr 2026 | Service Request | New extension setup Telephony · BK · Head Office | P4 | Resolved | 11.99 hr | 20.1 hr | Missed |
| STI608-100255 | 01 Apr 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P2 | Closed | 1.10 hr | 1.3 days | Met |
| STI608-100254 | 31 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 0.10 hr | 2.3 hr | Met |
| STI608-100253 | 30 Mar 2026 | Service Request | Name change request User admin · KB · Remote | P3 | Closed | 2.03 hr | 20.4 hr | Met |
| STI608-100252 | 26 Mar 2026 | Incident | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 3.30 hr | 18.2 hr | Met |
| STI608-100251 | 24 Mar 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 0.20 hr | 1.7 days | Met |
| STI608-100250 | 23 Mar 2026 | Incident | Mailbox delegation Email · BK · Head Office | P4 | Closed | 0.26 hr | 1.9 days | Met |
| STI608-100249 | 20 Mar 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | 5.56 hr | 2.3 days | Met |
| STI608-100248 | 18 Mar 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Resolved | 0.62 hr | 13.7 hr | Met |
| STI608-100247 | 17 Mar 2026 | Incident | Toner replacement Printing · ML · Head Office | P3 | Resolved | 5.16 hr | 1.3 days | Met |
| STI608-100246 | 16 Mar 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P2 | Resolved | 0.14 hr | 1.5 days | Met |
| STI608-100245 | 15 Mar 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Remote | P3 | Resolved | 5.44 hr | 2.4 hr | Met |
| STI608-100244 | 09 Mar 2026 | Project · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| STI608-100243 | 06 Mar 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P2 | Resolved | 0.10 hr | 1.3 days | Met |
| STI608-100242 | 05 Mar 2026 | Project · excluded | Suspicious sign-in review Security · ML · Head Office | P4 | Closed | — | — | n/a |
| STI608-100241 | 04 Mar 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P4 | Closed | 0.15 hr | 2.4 days | Met |
| STI608-100240 | 03 Mar 2026 | Incident | Database timeout Line of business app · ML · Remote | P4 | Resolved | 0.14 hr | 7.5 hr | Met |
| STI608-100239 | 02 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 4.73 hr | 0.5 hr | Met |
| STI608-100238 | 26 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Closed | 0.99 hr | 3.0 hr | Met |
| STI608-100237 | 25 Feb 2026 | Incident | Mailbox delegation Email · BK · Remote | P2 | Closed | 102.16 hr | 1.7 days | Missed |
| STI608-100236 | 20 Feb 2026 | Service Request · excluded | Backup job failed Backup · TAG · Branch | P4 | Resolved | — | — | n/a |
| STI608-100235 | 19 Feb 2026 | Incident | MFA reset Security · ML · Remote | P4 | Resolved | 1.05 hr | 1.9 days | Met |
| STI608-100234 | 18 Feb 2026 | Quote · excluded | Permission change User admin · SE · Remote | P4 | Closed | — | — | n/a |
| STI608-100233 | 17 Feb 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 0.20 hr | 1.1 days | Met |
| STI608-100232 | 16 Feb 2026 | Service Request · excluded | Laptop will not boot Hardware · SE · Head Office | P3 | Closed | — | — | n/a |
| STI608-100231 | 13 Feb 2026 | Incident | Slow VPN Network · TAG · Site 2 | P3 | Closed | 1.06 hr | 2.4 days | Met |
| STI608-100230 | 12 Feb 2026 | Incident | New extension setup Telephony · KB · Branch | P3 | Closed | 1.08 hr | 1.1 days | Met |
| STI608-100229 | 09 Feb 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · ML · Remote | P4 | Resolved | — | — | n/a |
| STI608-100228 | 06 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P2 | Closed | 0.89 hr | 2.3 days | Met |
| STI608-100227 | 03 Feb 2026 | Project · excluded | New printer driver rollout Printing · KB · Site 2 | P3 | Closed | — | — | n/a |
| STI608-100226 | 30 Jan 2026 | Quote · excluded | Leaver process User admin · BK · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100225 | 29 Jan 2026 | Service Request | Restore request Backup · KB · Head Office | P3 | Closed | 0.28 hr | 12.6 hr | Met |
| STI608-100224 | 28 Jan 2026 | Service Request | Handset registration Telephony · SE · Head Office | P4 | Closed | 0.67 hr | 13.3 hr | Met |
| STI608-100223 | 25 Jan 2026 | Change | Scan to email failing Printing · ML · Head Office | P3 | Resolved | 20.53 hr | 2.1 days | Missed |
| STI608-100222 | 22 Jan 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 0.32 hr | 23.4 hr | Met |
| STI608-100221 | 20 Jan 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | — | — | n/a |
| STI608-100220 | 19 Jan 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 0.98 hr | 16.4 hr | Met |
| STI608-100219 | 16 Jan 2026 | Project · excluded | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | — | — | n/a |
| STI608-100218 | 14 Jan 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100217 | 13 Jan 2026 | Planned Install · excluded | Site offline Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| STI608-100216 | 11 Jan 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Closed | 7.05 hr | 20.2 hr | Met |
| STI608-100215 | 09 Jan 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P4 | Closed | 91.96 hr | 1.8 days | Missed |
| STI608-100214 | 07 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 0.17 hr | 2.5 days | Met |
| STI608-100213 | 05 Jan 2026 | Service Request | Restore request Backup · AB · Remote | P3 | Resolved | 4.96 hr | 1.8 days | Met |
| STI608-100212 | 02 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Branch | P3 | Resolved | 3.46 hr | 2.3 days | Met |
| STI608-100211 | 01 Jan 2026 | Change | Endpoint alert investigation Security · KB · Remote | P3 | Resolved | 0.37 hr | 13.6 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.