SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 122 records in this selection sit outside that — quotes, projects and planned installs, plus 42 calls billed time and materials. They stay visible for volume context.
Service performance
262 eligible records in this yearAverage first response
5.1 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
89.0%
28 call(s) over the 8-hour target
First-time fix
71.3%
Where the source records the field
Volume
Contract calls
262
384 calls logged in the period
Off contract
42
£17,260.5 chargeable
Open / closed
12 / 372
Across the selected period
Data-quality gaps
7
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
262
records
- Printing34
- Backup31
- Microsoft 36530
- User admin28
- Hardware27
- Line of business app25
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 262 | 5.15 hr | 89.0% | 28 | 122 |
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 | 46 | 6.12 hr | 88% | 5 |
| Anne-Marie Cable | 43 | 4.69 hr | 91% | 4 |
| Stacey Thomas | 26 | 3.92 hr | 85% | 4 |
| Barry Ebbs | 21 | 4.15 hr | 95% | 1 |
| Damian Armstrong | 20 | 7.98 hr | 95% | 1 |
| Chloe Dempsey | 19 | 3.07 hr | 89% | 2 |
| Kelly Gregory | 17 | 2.21 hr | 88% | 2 |
| Julie Herbert | 14 | 2.25 hr | 93% | 1 |
| Rachael Parkin | 13 | 4.73 hr | 85% | 2 |
| Daniel Blacker | 12 | 6.14 hr | 83% | 2 |
| (Not recorded) | 12 | 6.95 hr | 83% | 2 |
| Phil Jenkins | 10 | 2.42 hr | 100% | 0 |
28 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 112.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301913 | Aiden Higgins | Samsung Galaxy A54 | 2026-06-01 11:28 | 120.60 hr | +112.6 | TAG | Retention change |
| 301831 | Damian Armstrong | Dell OptiPlex 3050 | 2026-04-14 08:47 | 113.37 hr | +105.4 | SE | Site offline |
| 301967 | Karen Taylor | Brother MFC-L8690 | 2026-07-03 08:14 | 62.29 hr | +54.3 | ML | Backup job failed |
| 301700 | (Not recorded) | HP ProBook 450 G6 | 2026-01-21 11:53 | 53.50 hr | +45.5 | BK | Permission change |
| 301925 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-06-10 08:28 | 51.41 hr | +43.4 | ML | Application crash on launch |
| 301757 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-02-24 15:28 | 44.90 hr | +36.9 | TAG | Spoofed email reported |
| 301752 | Karen Taylor | Dell Latitude E7470 | 2026-02-20 09:48 | 38.39 hr | +30.4 | ML | Printer offline |
| 301948 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-06-23 11:40 | 32.38 hr | +24.4 | TAG | New starter setup |
| 301701 | Daniel Blacker | HP ProBook 450 G6 | 2026-01-22 13:08 | 31.56 hr | +23.6 | SE | Leaver process |
| 301932 | Daniel Blacker | Lenovo ThinkPad T14 | 2026-06-12 09:48 | 29.90 hr | +21.9 | AB | Name change request |
| 301689 | Rachael Parkin | Dell OptiPlex 3050 | 2026-01-15 15:42 | 27.04 hr | +19.0 | BK | Laptop will not boot |
| 302049 | Karen Taylor | Dell Latitude 5440 | 2026-08-24 13:03 | 24.43 hr | +16.4 | AB | Site offline |
| 301853 | Karen Taylor | Dell Latitude 5440 | 2026-04-28 17:31 | 21.52 hr | +13.5 | KB | New starter setup |
| 302052 | Karen Taylor | Lenovo ThinkPad T14 | 2026-08-25 15:20 | 20.18 hr | +12.2 | AB | Docking station not detected |
| 301717 | Stacey Thomas | Apple MacBook Air M2 | 2026-01-30 13:19 | 15.08 hr | +7.1 | SE | Mailbox delegation |
| 301809 | Kelly Gregory | Dell Latitude 5440 | 2026-04-03 12:44 | 12.65 hr | +4.7 | BK | OneDrive sync conflict |
| 301864 | Stacey Thomas | Samsung Galaxy S23 | 2026-05-01 13:31 | 11.73 hr | +3.7 | KB | Handset registration |
| 301685 | Aiden Higgins | HP ProDesk 400 G7 | 2026-01-14 12:33 | 11.66 hr | +3.7 | SE | OneDrive sync conflict |
| 302039 | Julie Herbert | HP ProBook 450 G6 | 2026-08-18 15:15 | 11.20 hr | +3.2 | ML | Permission change |
| 301898 | (Not recorded) | Apple iPhone 12 | 2026-05-21 14:15 | 10.93 hr | +2.9 | ML | MFA reset |
| 301725 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-02-04 13:48 | 10.78 hr | +2.8 | AB | New extension setup |
| 301896 | Stacey Thomas | Dell Latitude E7470 | 2026-05-20 08:21 | 10.44 hr | +2.4 | AB | Replacement keyboard |
| 301739 | Chloe Dempsey | Lenovo ThinkPad T14 | 2026-02-12 13:50 | 10.32 hr | +2.3 | TAG | Laptop will not boot |
| 302032 | Anne-Marie Cable | Dell Latitude E7470 | 2026-08-13 14:29 | 10.13 hr | +2.1 | AB | Mailbox delegation |
| 302016 | Chloe Dempsey | HP ProBook 450 G6 | 2026-08-04 13:51 | 9.71 hr | +1.7 | KB | Backup capacity review |
| 301771 | Stacey Thomas | HP LaserJet M480 | 2026-03-06 14:38 | 9.62 hr | +1.6 | TAG | Backup capacity review |
| 301904 | Rachael Parkin | Dell Latitude E7470 | 2026-05-26 10:02 | 9.24 hr | +1.2 | BK | Licence renewal |
| 301777 | Kelly Gregory | Dell Latitude 5440 | 2026-03-11 10:41 | 8.70 hr | +0.7 | TAG | Toner replacement |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 11 | 16 Jan 2026 – 12 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 9 | 23 Jan 2026 – 06 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 9 | 10 Feb 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 8 | 09 Jan 2026 – 20 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 8 | 23 Jan 2026 – 23 Jul 2026 |
| Karen Taylor | Backup / restore | 7 | 31 Jan 2026 – 24 Jul 2026 |
| Anne-Marie Cable | Telephony | 7 | 04 Feb 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Hardware | 6 | 14 Jan 2026 – 02 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 8 | 23 Jan 2026 – 10 Aug 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 6 | 05 Jan 2026 – 12 Aug 2026 |
| Dell Latitude 5440 | Printing | 6 | 18 Feb 2026 – 27 Jul 2026 |
| Dell Latitude E7470 | Line of business app | 6 | 27 Mar 2026 – 28 Jul 2026 |
| HP ProBook 450 G6 | Hardware | 5 | 14 Jan 2026 – 30 Jun 2026 |
| HP ProBook 450 G6 | User administration | 5 | 21 Jan 2026 – 18 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 5 | 22 Jan 2026 – 01 Jul 2026 |
| HP ProDesk 400 G7 | Backup / restore | 5 | 31 Jan 2026 – 22 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
384 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| THO071-101192 | 25 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Branch | P3 | Closed | 20.18 hr | 2.1 days | Missed |
| THO071-101191 | 25 Aug 2026 | Incident | Leaver process User admin · BK · Head Office | P4 | In Progress | — | — | n/a |
| THO071-101190 | 24 Aug 2026 | Incident | Mailbox delegation Email · ML · Remote | P3 | Closed | 1.33 hr | 1.8 days | Met |
| THO071-101189 | 24 Aug 2026 | Incident | Site offline Network · AB · Head Office | P2 | Closed | 24.43 hr | 2.5 days | Missed |
| THO071-101188 | 24 Aug 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P3 | Closed | 0.55 hr | 18.3 hr | Met |
| THO071-101187 | 24 Aug 2026 | Service Request · excluded | Scan to email failing Printing · TAG · Remote | P3 | Closed | — | — | n/a |
| THO071-101186 | 21 Aug 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Remote | P3 | Closed | — | — | n/a |
| THO071-101185 | 21 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Resolved | 2.22 hr | 1.8 days | Met |
| THO071-101184 | 21 Aug 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | Closed | 4.02 hr | 2.0 days | Met |
| THO071-101183 | 20 Aug 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P4 | Open | — | — | n/a |
| THO071-101182 | 20 Aug 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Resolved | 0.76 hr | 1.2 days | Met |
| THO071-101181 | 19 Aug 2026 | Quote · excluded | Endpoint alert investigation Security · TAG · Head Office | P2 | Open | — | — | n/a |
| THO071-101180 | 18 Aug 2026 | Planned Install · excluded | Mailbox delegation Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| THO071-101179 | 18 Aug 2026 | Incident | Permission change User admin · ML · Branch | P3 | Resolved | 11.20 hr | 1.1 days | Missed |
| THO071-101178 | 18 Aug 2026 | Change | Printer offline Printing · SE · Head Office | P3 | Closed | 1.05 hr | 1.4 days | Met |
| THO071-101177 | 18 Aug 2026 | Incident | Screen flickering Hardware · BK · Head Office | P4 | Closed | 1.50 hr | 2.3 days | Met |
| THO071-101176 | 17 Aug 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Branch | P2 | Resolved | 1.21 hr | 1.9 days | Met |
| THO071-101175 | 17 Aug 2026 | Quote · excluded | Screen flickering Hardware · ML · Remote | P3 | Open | — | — | n/a |
| THO071-101174 | 14 Aug 2026 | Quote · excluded | Application crash on launch Line of business app · BK · Site 2 | P4 | Resolved | — | — | n/a |
| THO071-101173 | 14 Aug 2026 | Service Request | New starter setup User admin · KB · Branch | P2 | Closed | 0.08 hr | 3.7 hr | Met |
| THO071-101172 | 13 Aug 2026 | Change | Mailbox delegation Email · AB · Head Office | P2 | Closed | 10.13 hr | 1.0 days | Missed |
| THO071-101171 | 13 Aug 2026 | Incident · excluded | Toner replacement Printing · SE · Head Office | P4 | Closed | — | — | n/a |
| THO071-101170 | 13 Aug 2026 | Incident | Backup capacity review Backup · KB · Remote | P4 | Closed | 1.20 hr | 1.3 days | Met |
| THO071-101169 | 12 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Site 2 | P3 | Resolved | 5.08 hr | 2.1 days | Met |
| THO071-101168 | 12 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Site 2 | P2 | Closed | 0.05 hr | 21.5 hr | Met |
| THO071-101167 | 12 Aug 2026 | Planned Install · excluded | Phishing report triage Security · ML · Head Office | P4 | Closed | — | — | n/a |
| THO071-101166 | 11 Aug 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P3 | Resolved | 0.84 hr | 2.0 days | Met |
| THO071-101165 | 11 Aug 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 7.63 hr | 11.9 hr | Met |
| THO071-101164 | 10 Aug 2026 | Incident | Suspicious sign-in review Security · ML · Remote | P3 | Resolved | 3.33 hr | 1.3 days | Met |
| THO071-101163 | 07 Aug 2026 | Incident · excluded | New printer driver rollout Printing · BK · Remote | P2 | Closed | — | — | n/a |
| THO071-101162 | 06 Aug 2026 | Project · excluded | Mailbox delegation Email · ML · Branch | P3 | Resolved | — | — | n/a |
| THO071-101161 | 06 Aug 2026 | Incident | Switch port fault Network · KB · Head Office | P3 | Closed | 1.11 hr | 18.6 hr | Met |
| THO071-101160 | 06 Aug 2026 | Incident | MFA reset Security · BK · Head Office | P3 | Resolved | 0.93 hr | 1.0 days | Met |
| THO071-101159 | 05 Aug 2026 | Project · excluded | Switch port fault Network · KB · Head Office | P2 | Open | — | — | n/a |
| THO071-101158 | 04 Aug 2026 | Quote · excluded | Retention change Backup · AB · Branch | P3 | Closed | — | — | n/a |
| THO071-101157 | 04 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P2 | Resolved | 1.77 hr | 5.8 hr | Met |
| THO071-101156 | 04 Aug 2026 | Incident | Backup capacity review Backup · KB · Branch | P4 | Closed | 9.71 hr | 1.0 hr | Missed |
| THO071-101155 | 03 Aug 2026 | Service Request · excluded | Backup job failed Backup · SE · Site 2 | P3 | Resolved | — | — | n/a |
| THO071-101154 | 03 Aug 2026 | Incident | Handset registration Telephony · AB · Head Office | P3 | Closed | 0.92 hr | 2.0 days | Met |
| THO071-101153 | 03 Aug 2026 | Incident · excluded | New printer driver rollout Printing · KB · Branch | P3 | Resolved | — | — | n/a |
| THO071-101152 | 31 Jul 2026 | Quote · excluded | Distribution list change Email · BK · Branch | P3 | Open | — | — | n/a |
| THO071-101151 | 31 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Resolved | 0.33 hr | 1.2 days | Met |
| THO071-101150 | 30 Jul 2026 | Incident | New starter setup User admin · KB · Head Office | P1 | Closed | 1.02 hr | 12.8 hr | Met |
| THO071-101149 | 29 Jul 2026 | Service Request | Distribution list change Email · AB · Head Office | P2 | Closed | 4.69 hr | 2.3 days | Met |
| THO071-101148 | 28 Jul 2026 | Quote · excluded | Licence renewal Line of business app · KB · Remote | P3 | In Progress | — | — | n/a |
| THO071-101147 | 28 Jul 2026 | Incident · excluded | Application crash on launch Line of business app · ML · Branch | P2 | Resolved | — | — | n/a |
| THO071-101146 | 28 Jul 2026 | Change | Backup capacity review Backup · AB · Branch | P4 | Resolved | 0.93 hr | 12.5 hr | Met |
| THO071-101145 | 28 Jul 2026 | Incident | Application crash on launch Line of business app · AB · Branch | P2 | Closed | 0.38 hr | 5.5 hr | Met |
| THO071-101144 | 27 Jul 2026 | Service Request | Phishing report triage Security · AB · Head Office | P1 | Resolved | 0.21 hr | 12.3 hr | Met |
| THO071-101143 | 27 Jul 2026 | Service Request | Printer offline Printing · SE · Remote | P1 | Closed | 1.10 hr | 6.2 hr | Met |
| THO071-101142 | 25 Jul 2026 | Service Request | Screen flickering Hardware · ML · Remote | P3 | Resolved | 0.25 hr | 20.4 hr | Met |
| THO071-101141 | 25 Jul 2026 | Service Request | Scan to email failing Printing · ML · Remote | P4 | Closed | 1.33 hr | 1.4 days | Met |
| THO071-101140 | 24 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | 1.35 hr | 1.1 days | Met |
| THO071-101139 | 24 Jul 2026 | Incident | Restore request Backup · AB · Branch | P4 | Resolved | 6.19 hr | 2.3 days | Met |
| THO071-101138 | 24 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 1.13 hr | 1.8 days | Met |
| THO071-101137 | 23 Jul 2026 | Planned Install · excluded | Switch port fault Network · SE · Head Office | P2 | Open | — | — | n/a |
| THO071-101136 | 23 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Branch | P1 | Closed | 3.67 hr | 0.1 hr | Met |
| THO071-101135 | 23 Jul 2026 | Incident | Database timeout Line of business app · TAG · Head Office | P4 | Closed | 0.42 hr | 2.0 days | Met |
| THO071-101134 | 22 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P2 | Resolved | 1.09 hr | 1.8 days | Met |
| THO071-101133 | 22 Jul 2026 | Incident | Backup job failed Backup · ML · Site 2 | P3 | Closed | 2.31 hr | 6.2 hr | Met |
| THO071-101132 | 22 Jul 2026 | Incident | Endpoint alert investigation Security · TAG · Site 2 | P2 | Closed | 1.74 hr | 2.5 days | Met |
| THO071-101131 | 21 Jul 2026 | Service Request | Suspicious sign-in review Security · KB · Branch | P3 | Closed | 1.32 hr | 20.9 hr | Met |
| THO071-101130 | 21 Jul 2026 | Quote · excluded | Name change request User admin · ML · Remote | P4 | Closed | — | — | n/a |
| THO071-101129 | 21 Jul 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 3.05 hr | 2.4 days | Met |
| THO071-101128 | 21 Jul 2026 | Quote · excluded | New printer driver rollout Printing · KB · Head Office | P4 | Open | — | — | n/a |
| THO071-101127 | 20 Jul 2026 | Service Request | Site offline Network · ML · Remote | P4 | Closed | 0.60 hr | 15.2 hr | Met |
| THO071-101126 | 19 Jul 2026 | Project · excluded | Report not generating Line of business app · KB · Branch | P4 | In Progress | — | — | n/a |
| THO071-101125 | 19 Jul 2026 | Planned Install · excluded | MFA reset Security · SE · Head Office | P3 | Open | — | — | n/a |
| THO071-101124 | 17 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Branch | P3 | Closed | 4.59 hr | 1.6 days | Met |
| THO071-101123 | 17 Jul 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 0.56 hr | 3.5 hr | Met |
| THO071-101122 | 16 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | In Progress | — | — | n/a |
| THO071-101121 | 16 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.13 hr | 12.4 hr | Met |
| THO071-101120 | 16 Jul 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 0.36 hr | 4.5 hr | Met |
| THO071-101119 | 15 Jul 2026 | Incident | Site offline Network · ML · Head Office | P2 | Closed | 0.99 hr | 7.7 hr | Met |
| THO071-101118 | 14 Jul 2026 | Quote · excluded | MFA reset Security · ML · Head Office | P3 | Closed | — | — | n/a |
| THO071-101117 | 13 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| THO071-101116 | 13 Jul 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P4 | Resolved | 1.31 hr | 13.0 hr | Met |
| THO071-101115 | 13 Jul 2026 | Service Request | Report not generating Line of business app · ML · Remote | P3 | Closed | 5.22 hr | 21.8 hr | Met |
| THO071-101114 | 10 Jul 2026 | Service Request | Backup capacity review Backup · ML · Remote | P3 | Closed | 1.19 hr | 7.2 hr | Met |
| THO071-101113 | 09 Jul 2026 | Incident | Switch port fault Network · SE · Head Office | P3 | Resolved | 0.84 hr | 21.8 hr | Met |
| THO071-101112 | 08 Jul 2026 | Planned Install · excluded | Backup capacity review Backup · TAG · Branch | P2 | Resolved | — | — | n/a |
| THO071-101111 | 07 Jul 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P3 | Closed | 0.99 hr | 1.7 days | Met |
| THO071-101110 | 06 Jul 2026 | Incident · excluded | Report not generating Line of business app · AB · Head Office | P4 | Closed | — | — | n/a |
| THO071-101109 | 06 Jul 2026 | Change | Switch port fault Network · TAG · Head Office | P2 | Resolved | 0.86 hr | 2.7 hr | Met |
| THO071-101108 | 06 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Resolved | 0.11 hr | 1.2 days | Met |
| THO071-101107 | 03 Jul 2026 | Incident | Backup job failed Backup · ML · Branch | P4 | Closed | 62.29 hr | 12.3 hr | Missed |
| THO071-101106 | 03 Jul 2026 | Change | Toner replacement Printing · SE · Head Office | P2 | Closed | 5.76 hr | 2.3 days | Met |
| THO071-101105 | 03 Jul 2026 | Service Request · excluded | Call quality issue Telephony · ML · Head Office | P1 | Closed | — | — | n/a |
| THO071-101104 | 02 Jul 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Site 2 | P1 | Closed | — | — | n/a |
| THO071-101103 | 02 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Closed | 0.09 hr | 2.3 days | Met |
| THO071-101102 | 01 Jul 2026 | Service Request | Site offline Network · SE · Head Office | P2 | Resolved | 0.19 hr | 1.4 days | Met |
| THO071-101101 | 01 Jul 2026 | Service Request | Message quarantined Email · KB · Branch | P3 | Resolved | 1.27 hr | 23.8 hr | Met |
| THO071-101100 | 30 Jun 2026 | Service Request · excluded | Toner replacement Printing · AB · Branch | P3 | Resolved | — | — | n/a |
| THO071-101099 | 30 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Closed | 4.58 hr | 1.2 days | Met |
| THO071-101098 | 30 Jun 2026 | Quote · excluded | Retention change Backup · ML · Remote | P4 | Closed | — | — | n/a |
| THO071-101097 | 30 Jun 2026 | Incident · excluded | Handset registration Telephony · KB · Head Office | P3 | Closed | — | — | n/a |
| THO071-101096 | 29 Jun 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 1.31 hr | 8.6 hr | Met |
| THO071-101095 | 29 Jun 2026 | Project · excluded | Database timeout Line of business app · KB · Head Office | P2 | Resolved | — | — | n/a |
| THO071-101094 | 29 Jun 2026 | Incident | Voicemail not delivering Telephony · KB · Branch | P2 | Closed | 1.28 hr | 2.1 days | Met |
| THO071-101093 | 26 Jun 2026 | Incident | Licence renewal Line of business app · KB · Remote | P4 | Closed | 0.66 hr | 1.7 days | Met |
| THO071-101092 | 25 Jun 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Closed | 0.06 hr | 7.4 hr | Met |
| THO071-101091 | 25 Jun 2026 | Incident | New printer driver rollout Printing · TAG · Branch | P2 | Resolved | 3.08 hr | 2.5 days | Met |
| THO071-101090 | 25 Jun 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Closed | 4.61 hr | 1.2 days | Met |
| THO071-101089 | 24 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Closed | 0.69 hr | 7.0 hr | Met |
| THO071-101088 | 23 Jun 2026 | Service Request | New starter setup User admin · TAG · Branch | P4 | Resolved | 32.38 hr | 1.8 days | Missed |
| THO071-101087 | 23 Jun 2026 | Incident | Restore request Backup · BK · Head Office | P3 | Resolved | 2.35 hr | 2.5 days | Met |
| THO071-101086 | 22 Jun 2026 | Incident | Printer offline Printing · ML · Head Office | P4 | Closed | 2.78 hr | 2.4 days | Met |
| THO071-101085 | 22 Jun 2026 | Quote · excluded | Scan to email failing Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| THO071-101084 | 19 Jun 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Resolved | 1.20 hr | 2.3 days | Met |
| THO071-101083 | 19 Jun 2026 | Incident | Report not generating Line of business app · KB · Head Office | P4 | Resolved | 2.01 hr | 1.5 days | Met |
| THO071-101082 | 19 Jun 2026 | Incident · excluded | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | — | — | n/a |
| THO071-101081 | 18 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | — | — | n/a |
| THO071-101080 | 18 Jun 2026 | Incident | Site offline Network · SE · Branch | P4 | Closed | 0.23 hr | 1.3 days | Met |
| THO071-101079 | 17 Jun 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P2 | Resolved | — | — | n/a |
| THO071-101078 | 16 Jun 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P2 | Closed | 0.47 hr | 1.6 days | Met |
| THO071-101077 | 16 Jun 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Resolved | 1.22 hr | 14.4 hr | Met |
| THO071-101076 | 16 Jun 2026 | Service Request | New extension setup Telephony · AB · Head Office | P2 | Closed | 5.65 hr | 5.7 hr | Met |
| THO071-101075 | 16 Jun 2026 | Service Request | New printer driver rollout Printing · AB · Remote | P4 | Closed | 0.69 hr | 1.9 days | Met |
| THO071-101074 | 15 Jun 2026 | Incident | Mailbox delegation Email · BK · Branch | P3 | Closed | 1.53 hr | 1.2 days | Met |
| THO071-101073 | 12 Jun 2026 | Planned Install · excluded | Backup job failed Backup · KB · Head Office | P4 | Closed | — | — | n/a |
| THO071-101072 | 12 Jun 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Resolved | 29.90 hr | 1.7 days | Missed |
| THO071-101071 | 12 Jun 2026 | Incident | Docking station not detected Hardware · KB · Branch | P3 | Closed | 4.20 hr | 1.7 days | Met |
| THO071-101070 | 12 Jun 2026 | Planned Install · excluded | Phishing report triage Security · BK · Head Office | P2 | Closed | — | — | n/a |
| THO071-101069 | 11 Jun 2026 | Service Request · excluded | Call quality issue Telephony · KB · Head Office | P1 | Resolved | — | — | n/a |
| THO071-101068 | 10 Jun 2026 | Incident · excluded | Scan to email failing Printing · ML · Remote | P3 | Closed | — | — | n/a |
| THO071-101067 | 10 Jun 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 0.22 hr | 1.5 hr | Met |
| THO071-101066 | 10 Jun 2026 | Incident | Name change request User admin · ML · Head Office | P4 | Resolved | 0.33 hr | 1.6 days | Met |
| THO071-101065 | 10 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Branch | P4 | Closed | 51.41 hr | 9.8 hr | Missed |
| THO071-101064 | 09 Jun 2026 | Project · excluded | Retention change Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| THO071-101063 | 08 Jun 2026 | Incident | Scan to email failing Printing · AB · Remote | P4 | Resolved | 1.48 hr | 2.2 days | Met |
| THO071-101062 | 08 Jun 2026 | Change | Outlook not syncing Microsoft 365 · AB · Head Office | P3 | Resolved | 2.68 hr | 9.7 hr | Met |
| THO071-101061 | 05 Jun 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P4 | Closed | 1.96 hr | 4.2 hr | Met |
| THO071-101060 | 04 Jun 2026 | Change | Slow VPN Network · ML · Branch | P4 | Closed | 6.64 hr | 1.7 days | Met |
| THO071-101059 | 03 Jun 2026 | Incident | Call quality issue Telephony · TAG · Remote | P4 | Closed | 0.52 hr | 22.4 hr | Met |
| THO071-101058 | 03 Jun 2026 | Incident | Backup job failed Backup · KB · Branch | P3 | Closed | 1.50 hr | 2.0 days | Met |
| THO071-101057 | 03 Jun 2026 | Quote · excluded | Scan to email failing Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| THO071-101056 | 03 Jun 2026 | Incident | Report not generating Line of business app · SE · Site 2 | P1 | Resolved | 1.53 hr | 0.2 hr | Met |
| THO071-101055 | 02 Jun 2026 | Incident | Docking station not detected Hardware · AB · Head Office | P3 | Closed | 7.01 hr | 0.9 hr | Met |
| THO071-101054 | 02 Jun 2026 | Service Request · excluded | Permission change User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| THO071-101053 | 01 Jun 2026 | Incident | Retention change Backup · TAG · Site 2 | P3 | Closed | 120.60 hr | 13.9 hr | Missed |
| THO071-101052 | 01 Jun 2026 | Service Request | Permission change User admin · TAG · Head Office | P3 | Closed | 0.81 hr | 2.2 days | Met |
| THO071-101051 | 29 May 2026 | Incident | Toner replacement Printing · AB · Head Office | P2 | Resolved | 2.99 hr | 20.3 hr | Met |
| THO071-101050 | 29 May 2026 | Change | Toner replacement Printing · ML · Branch | P3 | Resolved | 2.66 hr | 1.6 days | Met |
| THO071-101049 | 28 May 2026 | Incident | Database timeout Line of business app · BK · Head Office | P4 | Resolved | 0.18 hr | 1.8 days | Met |
| THO071-101048 | 28 May 2026 | Incident | Screen flickering Hardware · BK · Head Office | P4 | Closed | 7.21 hr | 1.3 days | Met |
| THO071-101047 | 27 May 2026 | Service Request | New starter setup User admin · AB · Head Office | P3 | Resolved | 5.76 hr | 16.4 hr | Met |
| THO071-101046 | 27 May 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P1 | Closed | 0.83 hr | 11.0 hr | Met |
| THO071-101045 | 27 May 2026 | Service Request | Toner replacement Printing · AB · Head Office | P4 | Closed | 5.17 hr | 2.2 days | Met |
| THO071-101044 | 26 May 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P4 | Closed | 9.24 hr | 2.1 days | Missed |
| THO071-101043 | 26 May 2026 | Project · excluded | Handset registration Telephony · ML · Head Office | P3 | 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.