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Stillington Agriculture Partners

STI656ActiveManaged contract

stillingtonagriculture.co.uk · Agriculture · Account manager Priya Raman · Stillington Holdings (site of 3)

Microsoft 365Healthy33 hr agoSupport & assets (SQL)Healthy13 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 10 records in this selection sit outside that — quotes, projects and planned installs, plus 2 calls billed time and materials. They stay visible for volume context.

Service performance

28 eligible records in this year
Average first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.9%
3 call(s) over the 8-hour target
First-time fix
53.6%
Where the source records the field

Volume

Contract calls
28
38 calls logged in the period
Off contract
2
£1,609.5 chargeable
Open / closed
3 / 35
Across the selected period
Data-quality gaps
1
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

28
records
  • User admin6
  • Line of business app5
  • Hardware4
  • Microsoft 3653
  • Security3
  • Printing3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026283.19 hr88.9%310

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Kelly Gregory66.59 hr83%1
Chloe Dempsey43.46 hr75%1
Karen Taylor31.97 hr100%0
Stacey Thomas23.66 hr100%0
Aiden Higgins20.29 hr100%0
(Not recorded)21.15 hr100%0
Damian Armstrong24.51 hr50%1
Barry Ebbs22.21 hr100%0
Anne-Marie Cable12.07 hr100%0
Rachael Parkin10.72 hr100%0
Julie Herbert11.26 hr100%0
Phil Jenkins10.95 hr100%0

3 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 11.2 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
305548Kelly GregoryHP ProBook 450 G62026-07-16 15:3519.18 hr+11.2SESpoofed email reported
305535Chloe DempseySamsung Galaxy S232026-03-23 09:0710.78 hr+2.8SELicence renewal
305544Damian ArmstrongApple iPhone 122026-07-06 08:508.82 hr+0.8ABDocking station not detected

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

38 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
STI656-10010219 Aug 2026Service RequestMessage quarantined
Email · BK · Remote
P3Closed1.03 hr1.3 daysMet
STI656-10010113 Aug 2026IncidentHandset registration
Telephony · BK · Head Office
P3Closed4.68 hr4.8 hrMet
STI656-10010011 Aug 2026Service RequestPhishing report triage
Security · AB · Site 2
P2Resolved5.91 hr2.2 daysMet
STI656-10009910 Aug 2026Project · excludedRetention change
Backup · BK · Head Office
P3Open——n/a
STI656-10009829 Jul 2026IncidentPrinter offline
Printing · BK · Remote
P3Closed——n/a
STI656-10009723 Jul 2026IncidentName change request
User admin · KB · Site 2
P3Closed0.97 hr1.5 daysMet
STI656-10009622 Jul 2026Quote · excludedMailbox delegation
Email · BK · Head Office
P3Open——n/a
STI656-10009521 Jul 2026IncidentLaptop will not boot
Hardware · ML · Head Office
P3Closed0.20 hr23.7 hrMet
STI656-10009419 Jul 2026Service RequestName change request
User admin · TAG · Branch
P1Closed0.19 hr9.8 hrMet
STI656-10009316 Jul 2026IncidentSpoofed email reported
Email · SE · Remote
P3Resolved19.18 hr1.8 daysMissed
STI656-10009214 Jul 2026Quote · excludedToner replacement
Printing · BK · Head Office
P1In Progress——n/a
STI656-10009109 Jul 2026IncidentSharePoint permission request
Microsoft 365 · BK · Head Office
P3Resolved2.21 hr2.3 daysMet
STI656-10009007 Jul 2026ChangeSharePoint permission request
Microsoft 365 · SE · Branch
P3Resolved3.43 hr3.5 hrMet
STI656-10008906 Jul 2026IncidentDocking station not detected
Hardware · AB · Remote
P3Resolved8.82 hr23.2 hrMissed
STI656-10008802 Jul 2026Service RequestPermission change
User admin · KB · Head Office
P3Closed3.39 hr2.0 daysMet
STI656-10008723 Jun 2026Quote · excludedOneDrive sync conflict
Microsoft 365 · ML · Branch
P2Closed——n/a
STI656-10008608 Jun 2026Incident · excludedOutlook not syncing
Microsoft 365 · BK · Head Office
P4Closed——n/a
STI656-10008504 Jun 2026Planned Install · excludedOneDrive sync conflict
Microsoft 365 · ML · Head Office
P3Resolved——n/a
STI656-10008418 May 2026IncidentEndpoint alert investigation
Security · TAG · Head Office
P3Closed0.16 hr2.5 daysMet
STI656-10008311 May 2026IncidentPermission change
User admin · AB · Head Office
P2Resolved1.57 hr22.8 hrMet
STI656-10008219 Apr 2026Service RequestReport not generating
Line of business app · KB · Head Office
P2Closed0.45 hr6.5 hrMet
STI656-10008125 Mar 2026Quote · excludedDistribution list change
Email · KB · Head Office
P3Resolved——n/a
STI656-10008023 Mar 2026IncidentLicence renewal
Line of business app · SE · Remote
P4Closed10.78 hr2.4 daysMissed
STI656-10007921 Mar 2026Service RequestLeaver process
User admin · SE · Remote
P4Closed1.27 hr1.9 daysMet
STI656-10007806 Mar 2026IncidentSpoofed email reported
Email · KB · Head Office
P4Resolved0.13 hr1.3 daysMet
STI656-10007703 Mar 2026Quote · excludedSwitch port fault
Network · AB · Head Office
P2Resolved——n/a
STI656-10007624 Feb 2026IncidentPrinter offline
Printing · BK · Branch
P3Closed0.95 hr2.3 daysMet
STI656-10007523 Feb 2026Service RequestPrinter offline
Printing · SE · Head Office
P2Closed1.26 hr9.7 hrMet
STI656-10007411 Feb 2026Service RequestDocking station not detected
Hardware · SE · Head Office
P3Closed1.98 hr12.3 hrMet
STI656-10007309 Feb 2026IncidentReport not generating
Line of business app · AB · Head Office
P2Resolved0.38 hr1.5 daysMet
STI656-10007206 Feb 2026IncidentMFA reset
Security · BK · Head Office
P4Closed5.38 hr1.6 daysMet
STI656-10007129 Jan 2026Service Request · excludedDistribution list change
Email · ML · Head Office
P2Closed——n/a
STI656-10007021 Jan 2026IncidentLicence renewal
Line of business app · AB · Head Office
P3Closed2.33 hr1.3 daysMet
STI656-10006919 Jan 2026Planned Install · excludedSpoofed email reported
Email · SE · Head Office
P2Closed——n/a
STI656-10006816 Jan 2026IncidentLaptop will not boot
Hardware · SE · Remote
P3Resolved0.72 hr16.1 hrMet
STI656-10006713 Jan 2026IncidentLicence renewal
Line of business app · SE · Head Office
P4Resolved5.34 hr1.5 daysMet
STI656-10006605 Jan 2026Service RequestLeaver process
User admin · TAG · Head Office
P3Closed2.07 hr4.6 hrMet
STI656-10006501 Jan 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P4Closed1.40 hr2.2 daysMet
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.