SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 27 records in this selection sit outside that — quotes, projects and planned installs, plus 11 calls billed time and materials. They stay visible for volume context.
Service performance
74 eligible records in this yearAverage first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.6%
8 call(s) over the 8-hour target
First-time fix
63.5%
Where the source records the field
Volume
Contract calls
74
101 calls logged in the period
Off contract
11
£2,927.25 chargeable
Open / closed
3 / 98
Across the selected period
Data-quality gaps
4
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
74
records
- Microsoft 36510
- Security9
- Line of business app9
- Hardware9
- Backup8
- Telephony7
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 74 | 3.20 hr | 88.6% | 8 | 27 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Karen Taylor | 10 | 2.12 hr | 100% | 0 |
| Damian Armstrong | 10 | 3.92 hr | 70% | 3 |
| Kelly Gregory | 10 | 8.50 hr | 67% | 3 |
| (Not recorded) | 9 | 1.76 hr | 100% | 0 |
| Chloe Dempsey | 5 | 1.02 hr | 100% | 0 |
| Aiden Higgins | 5 | 2.59 hr | 100% | 0 |
| Anne-Marie Cable | 5 | 1.68 hr | 100% | 0 |
| Phil Jenkins | 4 | 1.13 hr | 100% | 0 |
| Daniel Blacker | 4 | 1.85 hr | 100% | 0 |
| Rachael Parkin | 3 | 2.07 hr | 100% | 0 |
| Julie Herbert | 3 | 4.26 hr | 67% | 1 |
| Stacey Thomas | 3 | 4.19 hr | 67% | 1 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 25.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301306 | Kelly Gregory | Apple iPhone 12 | 2026-03-06 16:06 | 33.42 hr | +25.4 | TAG | Message quarantined |
| 301289 | Kelly Gregory | HP LaserJet M480 | 2026-01-20 13:45 | 26.65 hr | +18.6 | KB | Leaver process |
| 301314 | Stacey Thomas | Apple MacBook Air M2 | 2026-03-27 10:13 | 12.00 hr | +4.0 | AB | Scan to email failing |
| 301334 | Kelly Gregory | Dell Wyse 5070 | 2026-05-14 11:38 | 10.43 hr | +2.4 | ML | Handset registration |
| 301360 | Damian Armstrong | HP ProBook 450 G6 | 2026-07-07 14:05 | 9.65 hr | +1.6 | TAG | Database timeout |
| 301330 | Damian Armstrong | Apple iPhone 12 | 2026-05-06 14:28 | 8.53 hr | +0.5 | ML | Restore request |
| 301308 | Damian Armstrong | HP ProBook 450 G6 | 2026-03-13 11:11 | 8.37 hr | +0.4 | SE | Toner replacement |
| 301313 | Julie Herbert | Lenovo ThinkPad T14 | 2026-03-24 08:46 | 8.03 hr | +0.0 | SE | Site offline |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Damian Armstrong | Monitoring / server / security | 4 | 14 Jan 2026 – 11 Jun 2026 |
| (Not recorded) | Hardware | 3 | 23 Feb 2026 – 12 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 24 Feb 2026 – 02 Jun 2026 |
| Kelly Gregory | Monitoring / server / security | 3 | 17 Apr 2026 – 10 Jun 2026 |
| Damian Armstrong | Backup / restore | 3 | 06 May 2026 – 24 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 29 Jan 2026 – 01 Jul 2026 |
| HP ProBook 450 G6 | Hardware | 3 | 14 Apr 2026 – 09 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
101 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| TER023-100333 | 25 Aug 2026 | Incident | New starter setup User admin · TAG · Branch | P3 | Closed | 0.41 hr | 1.5 days | Met |
| TER023-100332 | 24 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 0.27 hr | 7.5 hr | Met |
| TER023-100331 | 22 Aug 2026 | Quote · excluded | Message quarantined Email · BK · Head Office | P3 | Open | — | — | n/a |
| TER023-100330 | 17 Aug 2026 | Project · excluded | Call quality issue Telephony · AB · Remote | P2 | Open | — | — | n/a |
| TER023-100329 | 14 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P2 | Closed | 0.92 hr | 1.1 days | Met |
| TER023-100328 | 13 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · SE · Remote | P3 | Closed | — | — | n/a |
| TER023-100327 | 12 Aug 2026 | Incident | Screen flickering Hardware · BK · Branch | P2 | Closed | 0.65 hr | 2.1 days | Met |
| TER023-100326 | 11 Aug 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 3.80 hr | 12.4 hr | Met |
| TER023-100325 | 10 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P4 | Closed | 1.28 hr | 2.1 days | Met |
| TER023-100324 | 07 Aug 2026 | Incident | Printer offline Printing · SE · Branch | P3 | Closed | — | — | n/a |
| TER023-100323 | 03 Aug 2026 | Change | Handset registration Telephony · KB · Remote | P3 | Closed | 3.74 hr | 1.9 hr | Met |
| TER023-100322 | 29 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 1.44 hr | 2.0 days | Met |
| TER023-100321 | 27 Jul 2026 | Incident | Printer offline Printing · KB · Remote | P3 | Resolved | 1.41 hr | 2.2 days | Met |
| TER023-100320 | 23 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Resolved | 1.70 hr | 17.3 hr | Met |
| TER023-100319 | 22 Jul 2026 | Incident | Site offline Network · BK · Head Office | P3 | Closed | 0.64 hr | 1.7 days | Met |
| TER023-100318 | 21 Jul 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Open | — | — | n/a |
| TER023-100317 | 17 Jul 2026 | Change | Message quarantined Email · AB · Head Office | P3 | Resolved | 4.65 hr | 1.8 days | Met |
| TER023-100316 | 16 Jul 2026 | Incident · excluded | Leaver process User admin · AB · Head Office | P3 | Closed | — | — | n/a |
| TER023-100315 | 15 Jul 2026 | Service Request | Docking station not detected Hardware · ML · Branch | P2 | Closed | 0.58 hr | 1.2 days | Met |
| TER023-100314 | 13 Jul 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | 0.31 hr | 8.3 hr | Met |
| TER023-100313 | 09 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Remote | P2 | Closed | 0.47 hr | 2.3 days | Met |
| TER023-100312 | 07 Jul 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 9.65 hr | 1.5 days | Missed |
| TER023-100311 | 03 Jul 2026 | Incident | Message quarantined Email · AB · Site 2 | P3 | Resolved | 2.97 hr | 13.4 hr | Met |
| TER023-100310 | 02 Jul 2026 | Service Request | Application crash on launch Line of business app · TAG · Site 2 | P1 | Resolved | 3.90 hr | 5.8 hr | Met |
| TER023-100309 | 01 Jul 2026 | Incident | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 0.49 hr | 2.1 days | Met |
| TER023-100308 | 30 Jun 2026 | Change | Teams sign-in loop Microsoft 365 · TAG · Remote | P3 | Closed | 1.15 hr | 3.6 hr | Met |
| TER023-100307 | 29 Jun 2026 | Planned Install · excluded | Message quarantined Email · ML · Head Office | P2 | Closed | — | — | n/a |
| TER023-100306 | 26 Jun 2026 | Quote · excluded | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| TER023-100305 | 25 Jun 2026 | Incident | Database timeout Line of business app · AB · Head Office | P2 | Closed | 1.49 hr | 14.8 hr | Met |
| TER023-100304 | 24 Jun 2026 | Incident | Restore request Backup · ML · Branch | P4 | Closed | 0.08 hr | 2.5 days | Met |
| TER023-100303 | 22 Jun 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P4 | Resolved | 1.08 hr | 14.5 hr | Met |
| TER023-100302 | 18 Jun 2026 | Service Request · excluded | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | — | — | n/a |
| TER023-100301 | 16 Jun 2026 | Incident | Call quality issue Telephony · BK · Site 2 | P4 | Resolved | — | — | n/a |
| TER023-100300 | 11 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Site 2 | P2 | Closed | 4.24 hr | 5.2 hr | Met |
| TER023-100299 | 10 Jun 2026 | Service Request | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | 0.36 hr | 1.1 days | Met |
| TER023-100298 | 09 Jun 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P1 | Closed | 1.36 hr | 6.6 hr | Met |
| TER023-100297 | 08 Jun 2026 | Incident | Restore request Backup · ML · Head Office | P2 | Resolved | 0.74 hr | 1.6 days | Met |
| TER023-100296 | 05 Jun 2026 | Incident · excluded | Call quality issue Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| TER023-100295 | 04 Jun 2026 | Incident · excluded | Message quarantined Email · ML · Head Office | P4 | Closed | — | — | n/a |
| TER023-100294 | 03 Jun 2026 | Service Request · excluded | Handset registration Telephony · BK · Head Office | P2 | Closed | — | — | n/a |
| TER023-100293 | 02 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 1.47 hr | 23.4 hr | Met |
| TER023-100292 | 01 Jun 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | 0.15 hr | 1.3 days | Met |
| TER023-100291 | 29 May 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| TER023-100290 | 27 May 2026 | Incident | New starter setup User admin · ML · Head Office | P3 | Resolved | 0.81 hr | 2.0 days | Met |
| TER023-100289 | 23 May 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P3 | Closed | — | — | n/a |
| TER023-100288 | 19 May 2026 | Service Request | Slow VPN Network · TAG · Remote | P3 | Closed | 0.14 hr | 2.1 days | Met |
| TER023-100287 | 18 May 2026 | Incident | Printer offline Printing · ML · Head Office | P2 | Resolved | 0.59 hr | 1.3 days | Met |
| TER023-100286 | 14 May 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 10.43 hr | 1.7 days | Missed |
| TER023-100285 | 12 May 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | — | — | n/a |
| TER023-100284 | 08 May 2026 | Incident | Phishing report triage Security · BK · Branch | P3 | Closed | 5.13 hr | 1.6 days | Met |
| TER023-100283 | 07 May 2026 | Service Request | Report not generating Line of business app · AB · Remote | P3 | Closed | 0.41 hr | 18.2 hr | Met |
| TER023-100282 | 06 May 2026 | Incident | Restore request Backup · ML · Branch | P3 | Closed | 8.53 hr | 2.1 days | Missed |
| TER023-100281 | 01 May 2026 | Service Request | Report not generating Line of business app · BK · Head Office | P3 | Closed | 0.16 hr | 1.8 days | Met |
| TER023-100280 | 30 Apr 2026 | Incident | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | 1.54 hr | 2.4 days | Met |
| TER023-100279 | 29 Apr 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 3.09 hr | 2.2 days | Met |
| TER023-100278 | 20 Apr 2026 | Incident | Slow VPN Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| TER023-100277 | 17 Apr 2026 | Service Request | MFA reset Security · ML · Site 2 | P2 | Closed | 1.47 hr | 1.8 days | Met |
| TER023-100276 | 16 Apr 2026 | Incident · excluded | Spoofed email reported Email · AB · Branch | P3 | Closed | — | — | n/a |
| TER023-100275 | 15 Apr 2026 | Quote · excluded | Toner replacement Printing · KB · Branch | P4 | Resolved | — | — | n/a |
| TER023-100274 | 14 Apr 2026 | Incident | Replacement keyboard Hardware · SE · Remote | P3 | Closed | 3.18 hr | 3.7 hr | Met |
| TER023-100273 | 13 Apr 2026 | Service Request | Retention change Backup · KB · Branch | P3 | Resolved | 0.39 hr | 1.5 days | Met |
| TER023-100272 | 10 Apr 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Closed | 0.40 hr | 1.9 days | Met |
| TER023-100271 | 06 Apr 2026 | Incident | Name change request User admin · BK · Remote | P3 | Closed | 5.69 hr | 1.6 days | Met |
| TER023-100270 | 02 Apr 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Resolved | 0.86 hr | 1.6 days | Met |
| TER023-100269 | 01 Apr 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| TER023-100268 | 31 Mar 2026 | Quote · excluded | New extension setup Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| TER023-100267 | 30 Mar 2026 | Service Request | Endpoint alert investigation Security · TAG · Site 2 | P3 | Resolved | 1.48 hr | 19.1 hr | Met |
| TER023-100266 | 27 Mar 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 12.00 hr | 3.8 hr | Missed |
| TER023-100265 | 24 Mar 2026 | Incident | Site offline Network · SE · Remote | P4 | Closed | 8.03 hr | 2.5 days | Missed |
| TER023-100264 | 20 Mar 2026 | Quote · excluded | Voicemail not delivering Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| TER023-100263 | 19 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 5.97 hr | 15.3 hr | Met |
| TER023-100262 | 18 Mar 2026 | Service Request · excluded | Scan to email failing Printing · KB · Head Office | P4 | Resolved | — | — | n/a |
| TER023-100261 | 17 Mar 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P2 | Resolved | 4.29 hr | 20.6 hr | Met |
| TER023-100260 | 13 Mar 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 8.37 hr | 1.3 hr | Missed |
| TER023-100259 | 11 Mar 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Closed | 1.57 hr | 1.7 days | Met |
| TER023-100258 | 06 Mar 2026 | Change | Message quarantined Email · TAG · Branch | P3 | Closed | 33.42 hr | 22.2 hr | Missed |
| TER023-100257 | 04 Mar 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.42 hr | 0.7 hr | Met |
| TER023-100256 | 25 Feb 2026 | Incident | Restore request Backup · KB · Remote | P4 | Closed | 3.05 hr | 20.5 hr | Met |
| TER023-100255 | 24 Feb 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Closed | 0.23 hr | 11.8 hr | Met |
| TER023-100254 | 23 Feb 2026 | Incident | Screen flickering Hardware · SE · Remote | P3 | Resolved | 3.29 hr | 16.7 hr | Met |
| TER023-100253 | 17 Feb 2026 | Incident | Switch port fault Network · KB · Site 2 | P4 | Resolved | 3.82 hr | 5.5 hr | Met |
| TER023-100252 | 16 Feb 2026 | Incident · excluded | Name change request User admin · KB · Remote | P3 | Closed | — | — | n/a |
| TER023-100251 | 13 Feb 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 0.52 hr | 2.0 days | Met |
| TER023-100250 | 12 Feb 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Resolved | 0.86 hr | 13.5 hr | Met |
| TER023-100249 | 11 Feb 2026 | Quote · excluded | Handset registration Telephony · KB · Head Office | P1 | Resolved | — | — | n/a |
| TER023-100248 | 10 Feb 2026 | Change | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 0.31 hr | 2.1 days | Met |
| TER023-100247 | 06 Feb 2026 | Change | Backup capacity review Backup · ML · Head Office | P2 | Closed | 1.00 hr | 1.4 days | Met |
| TER023-100246 | 05 Feb 2026 | Quote · excluded | Licence renewal Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| TER023-100245 | 04 Feb 2026 | Incident | Spoofed email reported Email · SE · Branch | P4 | Closed | 0.41 hr | 12.8 hr | Met |
| TER023-100244 | 02 Feb 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Resolved | 1.18 hr | 9.3 hr | Met |
| TER023-100243 | 29 Jan 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 0.78 hr | 2.2 days | Met |
| TER023-100242 | 23 Jan 2026 | Incident · excluded | Replacement keyboard Hardware · TAG · Branch | P3 | Closed | — | — | n/a |
| TER023-100241 | 20 Jan 2026 | Incident | Leaver process User admin · KB · Head Office | P2 | Closed | 26.65 hr | 2.5 days | Missed |
| TER023-100240 | 19 Jan 2026 | Change | New extension setup Telephony · TAG · Head Office | P4 | Resolved | 4.44 hr | 1.1 days | Met |
| TER023-100239 | 15 Jan 2026 | Service Request · excluded | Phishing report triage Security · KB · Remote | P4 | Closed | — | — | n/a |
| TER023-100238 | 14 Jan 2026 | Service Request | Endpoint alert investigation Security · AB · Branch | P2 | Closed | 0.71 hr | 1.1 days | Met |
| TER023-100237 | 13 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| TER023-100236 | 09 Jan 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| TER023-100235 | 04 Jan 2026 | Planned Install · excluded | Voicemail not delivering Telephony · BK · Remote | P4 | Closed | — | — | n/a |
| TER023-100234 | 02 Jan 2026 | Incident | Message quarantined Email · SE · Branch | P4 | Closed | 2.79 hr | 19.2 hr | Met |
| TER023-100233 | 01 Jan 2026 | Service Request | Restore request Backup · AB · Head Office | P4 | Closed | 3.99 hr | 1.9 days | 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.