SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 134 records in this selection sit outside that — quotes, projects and planned installs, plus 54 calls billed time and materials. They stay visible for volume context.
Service performance
349 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.1%
34 call(s) over the 8-hour target
First-time fix
75.1%
Where the source records the field
Volume
Contract calls
349
483 calls logged in the period
Off contract
54
£18,299.25 chargeable
Open / closed
8 / 475
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
349
records
- Email54
- Microsoft 36540
- Security39
- Telephony35
- Line of business app35
- Printing32
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 349 | 4.18 hr | 90.1% | 34 | 134 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Stacey Thomas | 44 | 6.19 hr | 83% | 7 |
| Anne-Marie Cable | 43 | 5.08 hr | 91% | 4 |
| Kelly Gregory | 34 | 5.48 hr | 88% | 4 |
| Karen Taylor | 30 | 2.34 hr | 93% | 2 |
| Barry Ebbs | 30 | 1.95 hr | 97% | 1 |
| Julie Herbert | 26 | 4.19 hr | 92% | 2 |
| Phil Jenkins | 24 | 4.47 hr | 86% | 3 |
| (Not recorded) | 24 | 4.01 hr | 88% | 3 |
| Daniel Blacker | 23 | 2.85 hr | 91% | 2 |
| Damian Armstrong | 22 | 2.25 hr | 95% | 1 |
| Chloe Dempsey | 20 | 4.76 hr | 89% | 2 |
| Rachael Parkin | 15 | 3.05 hr | 100% | 0 |
34 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 76.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302492 | Anne-Marie Cable | HP t640 | 2026-01-21 08:05 | 84.28 hr | +76.3 | ML | Spoofed email reported |
| 302854 | Kelly Gregory | Apple MacBook Pro 14 | 2026-07-14 14:00 | 82.68 hr | +74.7 | BK | Screen flickering |
| 302786 | Stacey Thomas | Apple MacBook Pro 14 | 2026-06-11 14:13 | 46.39 hr | +38.4 | AB | Mailbox delegation |
| 302855 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-07-14 08:05 | 44.78 hr | +36.8 | TAG | Voicemail not delivering |
| 302811 | Aiden Higgins | Apple iPhone 14 | 2026-06-24 08:11 | 44.45 hr | +36.5 | SE | Report not generating |
| 302670 | Chloe Dempsey | Samsung Galaxy A54 | 2026-04-16 11:44 | 43.35 hr | +35.4 | ML | Scan to email failing |
| 302704 | Stacey Thomas | Lenovo ThinkCentre M70q | 2026-04-30 12:23 | 40.75 hr | +32.8 | KB | New extension setup |
| 302733 | Stacey Thomas | HP EliteBook 840 G9 | 2026-05-17 14:44 | 39.81 hr | +31.8 | ML | Handset registration |
| 302513 | Phil Jenkins | Dell Latitude 5440 | 2026-02-02 12:11 | 33.64 hr | +25.6 | BK | New starter setup |
| 302474 | Stacey Thomas | HP ProDesk 400 G7 | 2026-01-15 09:24 | 33.58 hr | +25.6 | TAG | Retention change |
| 302722 | (Not recorded) | HP ProBook 450 G6 | 2026-05-11 15:43 | 33.45 hr | +25.4 | SE | Endpoint alert investigation |
| 302822 | Julie Herbert | Apple MacBook Pro 14 | 2026-06-29 08:35 | 33.03 hr | +25.0 | AB | OneDrive sync conflict |
| 302901 | Phil Jenkins | Dell Latitude 7420 | 2026-08-10 10:57 | 25.08 hr | +17.1 | KB | Backup capacity review |
| 302880 | (Not recorded) | Lenovo ThinkPad T14 | 2026-07-29 10:29 | 21.72 hr | +13.7 | TAG | Message quarantined |
| 302828 | Julie Herbert | Samsung Galaxy S23 | 2026-07-01 08:07 | 20.62 hr | +12.6 | AB | Toner replacement |
| 302804 | Daniel Blacker | Apple iPhone 12 | 2026-06-19 16:55 | 16.53 hr | +8.5 | TAG | Docking station not detected |
| 302561 | (Not recorded) | Dell Latitude 7420 | 2026-02-20 14:47 | 15.54 hr | +7.5 | AB | Phishing report triage |
| 302693 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-04-24 08:45 | 15.16 hr | +7.2 | AB | Outlook not syncing |
| 302495 | Kelly Gregory | Apple MacBook Pro 14 | 2026-01-22 13:49 | 11.40 hr | +3.4 | KB | MFA reset |
| 302709 | Daniel Blacker | HP ProBook 450 G6 | 2026-05-04 15:32 | 11.06 hr | +3.1 | BK | Leaver process |
| 302641 | Karen Taylor | Apple iPhone 12 | 2026-04-03 08:23 | 10.91 hr | +2.9 | AB | Permission change |
| 302560 | Barry Ebbs | Apple MacBook Air M2 | 2026-02-19 17:59 | 10.84 hr | +2.8 | ML | Outlook not syncing |
| 302540 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-02-12 10:05 | 10.76 hr | +2.8 | TAG | Permission change |
| 302568 | Stacey Thomas | HP ProDesk 400 G7 | 2026-02-25 09:23 | 10.57 hr | +2.6 | BK | SharePoint permission request |
| 302761 | Kelly Gregory | Dell Latitude 5440 | 2026-05-28 12:12 | 10.47 hr | +2.5 | SE | New extension setup |
| 302546 | Aiden Higgins | Dell OptiPlex 7010 | 2026-02-16 13:23 | 10.04 hr | +2.0 | AB | Database timeout |
| 302594 | Stacey Thomas | Apple MacBook Pro 14 | 2026-03-09 09:14 | 9.67 hr | +1.7 | TAG | Voicemail not delivering |
| 302563 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-02-23 09:28 | 8.99 hr | +1.0 | TAG | Phishing report triage |
| 302886 | Aiden Higgins | Apple iPhone 12 | 2026-07-31 12:15 | 8.90 hr | +0.9 | BK | Outlook not syncing |
| 302618 | Kelly Gregory | Apple MacBook Pro 14 | 2026-03-20 10:35 | 8.76 hr | +0.8 | AB | Message quarantined |
| 302912 | Stacey Thomas | Apple MacBook Air M2 | 2026-08-14 14:27 | 8.72 hr | +0.7 | KB | Permission change |
| 302799 | Phil Jenkins | HP ProBook 450 G6 | 2026-06-18 17:57 | 8.27 hr | +0.3 | KB | Screen flickering |
| 302853 | Karen Taylor | Apple iPhone 12 | 2026-07-14 11:14 | 8.21 hr | +0.2 | ML | Phishing report triage |
| 302803 | Damian Armstrong | HP ProDesk 400 G7 | 2026-06-19 13:56 | 8.06 hr | +0.1 | ML | Screen flickering |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 13 | 12 Jan 2026 – 11 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 11 | 15 Jan 2026 – 18 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 10 | 01 Jan 2026 – 12 Aug 2026 |
| Kelly Gregory | Email / Microsoft 365 | 10 | 16 Jan 2026 – 24 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 10 | 17 Feb 2026 – 20 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 9 | 13 Jan 2026 – 28 Jul 2026 |
| Kelly Gregory | Telephony | 9 | 23 Jan 2026 – 16 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 9 | 29 Jan 2026 – 10 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Email / Microsoft 365 | 21 | 20 Jan 2026 – 15 Aug 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 9 | 09 Feb 2026 – 20 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 7 | 06 Jan 2026 – 14 Jul 2026 |
| Apple MacBook Pro 14 | Hardware | 7 | 12 Jan 2026 – 27 Jul 2026 |
| Dell Latitude 5440 | User administration | 7 | 02 Feb 2026 – 09 Jul 2026 |
| IGEL UD3 | Email / Microsoft 365 | 6 | 01 Jan 2026 – 17 Aug 2026 |
| Samsung Galaxy A54 | Printing | 6 | 07 Jan 2026 – 16 Apr 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 6 | 14 Jan 2026 – 22 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
483 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| THU078-101491 | 25 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 0.41 hr | 3.2 hr | Met |
| THU078-101490 | 24 Aug 2026 | Incident | Database timeout Line of business app · ML · Site 2 | P4 | Closed | 0.81 hr | 1.6 days | Met |
| THU078-101489 | 21 Aug 2026 | Quote · excluded | Phishing report triage Security · BK · Head Office | P2 | In Progress | — | — | n/a |
| THU078-101488 | 20 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Resolved | 0.28 hr | 2.3 days | Met |
| THU078-101487 | 20 Aug 2026 | Service Request | Backup job failed Backup · AB · Branch | P4 | Resolved | 1.33 hr | 19.5 hr | Met |
| THU078-101486 | 20 Aug 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P2 | Closed | 0.86 hr | 1.9 days | Met |
| THU078-101485 | 19 Aug 2026 | Change | Application crash on launch Line of business app · ML · Branch | P2 | Closed | 4.54 hr | 6.8 hr | Met |
| THU078-101484 | 19 Aug 2026 | Incident | New extension setup Telephony · KB · Remote | P2 | Resolved | 0.07 hr | 0.3 hr | Met |
| THU078-101483 | 18 Aug 2026 | Incident | Distribution list change Email · TAG · Head Office | P2 | Closed | 0.80 hr | 1.8 days | Met |
| THU078-101482 | 18 Aug 2026 | Quote · excluded | Report not generating Line of business app · ML · Head Office | P2 | Open | — | — | n/a |
| THU078-101481 | 18 Aug 2026 | Quote · excluded | Slow VPN Network · BK · Head Office | P4 | In Progress | — | — | n/a |
| THU078-101480 | 17 Aug 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Resolved | 0.35 hr | 1.0 days | Met |
| THU078-101479 | 17 Aug 2026 | Planned Install · excluded | Endpoint alert investigation Security · AB · Head Office | P3 | Open | — | — | n/a |
| THU078-101478 | 15 Aug 2026 | Incident · excluded | Handset registration Telephony · SE · Head Office | P3 | Resolved | — | — | n/a |
| THU078-101477 | 15 Aug 2026 | Incident | Distribution list change Email · BK · Remote | P3 | Closed | 4.25 hr | 1.6 days | Met |
| THU078-101476 | 14 Aug 2026 | Change | Permission change User admin · KB · Head Office | P4 | Closed | 8.72 hr | 13.3 hr | Missed |
| THU078-101475 | 13 Aug 2026 | Incident | Backup capacity review Backup · ML · Head Office | P2 | Closed | 0.50 hr | 2.2 days | Met |
| THU078-101474 | 13 Aug 2026 | Incident | Docking station not detected Hardware · AB · Site 2 | P1 | Resolved | 1.48 hr | 12.3 hr | Met |
| THU078-101473 | 12 Aug 2026 | Quote · excluded | Handset registration Telephony · TAG · Head Office | P3 | Open | — | — | n/a |
| THU078-101472 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · TAG · Remote | P4 | Resolved | 0.74 hr | 1.9 days | Met |
| THU078-101471 | 12 Aug 2026 | Change | Toner replacement Printing · AB · Head Office | P3 | Resolved | 0.68 hr | 12.9 hr | Met |
| THU078-101470 | 11 Aug 2026 | Service Request | Distribution list change Email · TAG · Head Office | P3 | Closed | 2.50 hr | 2.1 days | Met |
| THU078-101469 | 11 Aug 2026 | Incident | Call quality issue Telephony · KB · Remote | P3 | Closed | 0.77 hr | 2.2 days | Met |
| THU078-101468 | 11 Aug 2026 | Planned Install · excluded | MFA reset Security · BK · Head Office | P3 | In Progress | — | — | n/a |
| THU078-101467 | 11 Aug 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P4 | Closed | 5.00 hr | 2.0 days | Met |
| THU078-101466 | 10 Aug 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 0.52 hr | 2.1 days | Met |
| THU078-101465 | 10 Aug 2026 | Service Request | Backup capacity review Backup · KB · Remote | P3 | Closed | 25.08 hr | 1.5 days | Missed |
| THU078-101464 | 10 Aug 2026 | Planned Install · excluded | Spoofed email reported Email · TAG · Head Office | P3 | Closed | — | — | n/a |
| THU078-101463 | 07 Aug 2026 | Change | Handset registration Telephony · SE · Head Office | P3 | Resolved | 2.49 hr | 2.0 days | Met |
| THU078-101462 | 07 Aug 2026 | Service Request | Name change request User admin · SE · Remote | P4 | Closed | 5.46 hr | 2.1 days | Met |
| THU078-101461 | 07 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Branch | P2 | Closed | 1.01 hr | 1.0 days | Met |
| THU078-101460 | 06 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Resolved | 0.42 hr | 22.2 hr | Met |
| THU078-101459 | 06 Aug 2026 | Incident | Site offline Network · SE · Head Office | P3 | Closed | 4.75 hr | 10.2 hr | Met |
| THU078-101458 | 06 Aug 2026 | Change | Printer offline Printing · TAG · Head Office | P2 | Closed | 0.35 hr | 1.2 days | Met |
| THU078-101457 | 06 Aug 2026 | Incident | Backup capacity review Backup · BK · Head Office | P4 | Closed | 0.38 hr | 6.6 hr | Met |
| THU078-101456 | 05 Aug 2026 | Incident · excluded | Retention change Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| THU078-101455 | 04 Aug 2026 | Incident | Toner replacement Printing · SE · Branch | P3 | Resolved | 1.11 hr | 2.2 days | Met |
| THU078-101454 | 04 Aug 2026 | Incident | Mailbox delegation Email · AB · Site 2 | P3 | Resolved | 1.05 hr | 2.4 days | Met |
| THU078-101453 | 04 Aug 2026 | Incident | Mailbox delegation Email · SE · Head Office | P4 | Resolved | 1.14 hr | 1.4 days | Met |
| THU078-101452 | 03 Aug 2026 | Quote · excluded | New starter setup User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| THU078-101451 | 03 Aug 2026 | Incident | Message quarantined Email · TAG · Branch | P3 | Closed | 0.21 hr | 1.1 days | Met |
| THU078-101450 | 31 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Head Office | P4 | Resolved | 8.90 hr | 12.2 hr | Missed |
| THU078-101449 | 30 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 2.94 hr | 22.6 hr | Met |
| THU078-101448 | 30 Jul 2026 | Incident | Licence renewal Line of business app · KB · Site 2 | P3 | Resolved | 4.99 hr | 2.1 days | Met |
| THU078-101447 | 30 Jul 2026 | Service Request | Restore request Backup · SE · Branch | P3 | Closed | 1.14 hr | 2.1 days | Met |
| THU078-101446 | 30 Jul 2026 | Incident · excluded | Scan to email failing Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| THU078-101445 | 29 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Remote | P4 | Resolved | 4.07 hr | 1.1 days | Met |
| THU078-101444 | 29 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P2 | Closed | 21.72 hr | 13.5 hr | Missed |
| THU078-101443 | 29 Jul 2026 | Incident · excluded | Docking station not detected Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| THU078-101442 | 28 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Head Office | P2 | Resolved | 2.73 hr | 1.4 days | Met |
| THU078-101441 | 28 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Site 2 | P4 | Closed | 3.49 hr | 16.3 hr | Met |
| THU078-101440 | 28 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 7.48 hr | 1.5 hr | Met |
| THU078-101439 | 28 Jul 2026 | Project · excluded | Handset registration Telephony · AB · Head Office | P4 | Resolved | — | — | n/a |
| THU078-101438 | 27 Jul 2026 | Service Request | Laptop will not boot Hardware · SE · Site 2 | P2 | Resolved | 4.09 hr | 1.1 days | Met |
| THU078-101437 | 27 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Remote | P3 | Closed | 4.67 hr | 12.9 hr | Met |
| THU078-101436 | 24 Jul 2026 | Service Request | Message quarantined Email · SE · Head Office | P4 | Closed | 0.39 hr | 2.2 days | Met |
| THU078-101435 | 24 Jul 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | In Progress | — | — | n/a |
| THU078-101434 | 24 Jul 2026 | Incident | Message quarantined Email · AB · Head Office | P3 | Closed | 0.56 hr | 15.0 hr | Met |
| THU078-101433 | 24 Jul 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Head Office | P2 | Closed | — | — | n/a |
| THU078-101432 | 23 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 4.18 hr | 2.2 days | Met |
| THU078-101431 | 23 Jul 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P3 | Closed | 0.77 hr | 2.6 hr | Met |
| THU078-101430 | 22 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | — | — | n/a |
| THU078-101429 | 21 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P3 | Closed | 7.98 hr | 4.5 hr | Met |
| THU078-101428 | 21 Jul 2026 | Quote · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| THU078-101427 | 20 Jul 2026 | Service Request | Database timeout Line of business app · TAG · Head Office | P3 | Resolved | 0.82 hr | 0.9 hr | Met |
| THU078-101426 | 20 Jul 2026 | Service Request | Distribution list change Email · TAG · Head Office | P2 | Closed | 0.35 hr | 20.3 hr | Met |
| THU078-101425 | 20 Jul 2026 | Service Request · excluded | Permission change User admin · TAG · Head Office | P4 | Resolved | — | — | n/a |
| THU078-101424 | 17 Jul 2026 | Incident | Toner replacement Printing · SE · Remote | P3 | Closed | 4.57 hr | 1.6 days | Met |
| THU078-101423 | 17 Jul 2026 | Quote · excluded | Report not generating Line of business app · AB · Site 2 | P4 | In Progress | — | — | n/a |
| THU078-101422 | 16 Jul 2026 | Incident | Handset registration Telephony · BK · Branch | P4 | Closed | 1.02 hr | 2.2 days | Met |
| THU078-101421 | 15 Jul 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Resolved | 0.88 hr | 2.4 days | Met |
| THU078-101420 | 14 Jul 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 0.49 hr | 1.3 hr | Met |
| THU078-101419 | 14 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P2 | Resolved | 44.78 hr | 2.1 days | Missed |
| THU078-101418 | 14 Jul 2026 | Incident | Screen flickering Hardware · BK · Head Office | P2 | Closed | 82.68 hr | 2.5 days | Missed |
| THU078-101417 | 14 Jul 2026 | Incident | Phishing report triage Security · ML · Branch | P3 | Resolved | 8.21 hr | 2.2 days | Missed |
| THU078-101416 | 14 Jul 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Closed | 0.77 hr | 16.2 hr | Met |
| THU078-101415 | 13 Jul 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Closed | 0.37 hr | 19.2 hr | Met |
| THU078-101414 | 13 Jul 2026 | Incident | Application crash on launch Line of business app · SE · Remote | P3 | Closed | 0.66 hr | 1.6 days | Met |
| THU078-101413 | 10 Jul 2026 | Incident | Phishing report triage Security · TAG · Branch | P3 | Closed | 4.35 hr | 10.5 hr | Met |
| THU078-101412 | 10 Jul 2026 | Incident | Screen flickering Hardware · ML · Branch | P3 | Resolved | 1.40 hr | 0.4 hr | Met |
| THU078-101411 | 10 Jul 2026 | Incident | Distribution list change Email · SE · Remote | P2 | Resolved | 0.97 hr | 15.4 hr | Met |
| THU078-101410 | 10 Jul 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Closed | 0.34 hr | 1.4 days | Met |
| THU078-101409 | 09 Jul 2026 | Incident | New starter setup User admin · KB · Head Office | P2 | Closed | 1.77 hr | 1.1 days | Met |
| THU078-101408 | 09 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · AB · Head Office | P4 | Closed | — | — | n/a |
| THU078-101407 | 08 Jul 2026 | Service Request | Site offline Network · TAG · Head Office | P4 | Resolved | 5.65 hr | 2.4 days | Met |
| THU078-101406 | 08 Jul 2026 | Quote · excluded | Backup capacity review Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| THU078-101405 | 07 Jul 2026 | Change | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 1.38 hr | 1.3 days | Met |
| THU078-101404 | 07 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | 0.89 hr | 1.4 days | Met |
| THU078-101403 | 07 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Remote | P2 | Resolved | — | — | n/a |
| THU078-101402 | 07 Jul 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 1.10 hr | 9.6 hr | Met |
| THU078-101401 | 06 Jul 2026 | Incident | Spoofed email reported Email · KB · Head Office | P2 | Closed | 0.98 hr | 21.4 hr | Met |
| THU078-101400 | 06 Jul 2026 | Change · excluded | Docking station not detected Hardware · TAG · Branch | P4 | Closed | — | — | n/a |
| THU078-101399 | 06 Jul 2026 | Incident · excluded | Phishing report triage Security · BK · Site 2 | P4 | Closed | — | — | n/a |
| THU078-101398 | 03 Jul 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 1.32 hr | 1.5 hr | Met |
| THU078-101397 | 03 Jul 2026 | Incident | Distribution list change Email · ML · Head Office | P3 | Resolved | 0.31 hr | 1.4 days | Met |
| THU078-101396 | 03 Jul 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 0.68 hr | 1.6 days | Met |
| THU078-101395 | 02 Jul 2026 | Service Request | Backup capacity review Backup · ML · Remote | P3 | Resolved | 0.60 hr | 22.6 hr | Met |
| THU078-101394 | 02 Jul 2026 | Project · excluded | Laptop will not boot Hardware · TAG · Head Office | P3 | Resolved | — | — | n/a |
| THU078-101393 | 02 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Closed | 1.20 hr | 2.1 days | Met |
| THU078-101392 | 01 Jul 2026 | Service Request | Toner replacement Printing · AB · Head Office | P4 | Closed | 20.62 hr | 11.7 hr | Missed |
| THU078-101391 | 01 Jul 2026 | Incident | Voicemail not delivering Telephony · ML · Remote | P3 | Resolved | 5.02 hr | 12.6 hr | Met |
| THU078-101390 | 30 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Branch | P1 | Closed | 1.00 hr | 10.9 hr | Met |
| THU078-101389 | 30 Jun 2026 | Project · excluded | New starter setup User admin · BK · Head Office | P1 | Resolved | — | — | n/a |
| THU078-101388 | 30 Jun 2026 | Service Request | Toner replacement Printing · TAG · Head Office | P4 | Closed | 0.14 hr | 5.3 hr | Met |
| THU078-101387 | 29 Jun 2026 | Incident | New printer driver rollout Printing · BK · Site 2 | P3 | Closed | 0.42 hr | 4.8 hr | Met |
| THU078-101386 | 29 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Head Office | P4 | Closed | 33.03 hr | 14.7 hr | Missed |
| THU078-101385 | 29 Jun 2026 | Service Request | Restore request Backup · TAG · Remote | P2 | Resolved | 4.26 hr | 9.0 hr | Met |
| THU078-101384 | 29 Jun 2026 | Incident | Distribution list change Email · BK · Head Office | P4 | Resolved | 0.47 hr | 17.9 hr | Met |
| THU078-101383 | 26 Jun 2026 | Quote · excluded | New extension setup Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| THU078-101382 | 26 Jun 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Closed | 1.29 hr | 1.5 days | Met |
| THU078-101381 | 25 Jun 2026 | Project · excluded | Message quarantined Email · AB · Branch | P3 | Closed | — | — | n/a |
| THU078-101380 | 25 Jun 2026 | Service Request | Mailbox delegation Email · ML · Remote | P4 | Closed | 0.26 hr | 1.3 days | Met |
| THU078-101379 | 24 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Branch | P3 | Closed | 0.57 hr | 1.0 days | Met |
| THU078-101378 | 24 Jun 2026 | Incident · excluded | Spoofed email reported Email · SE · Head Office | P4 | Resolved | — | — | n/a |
| THU078-101377 | 24 Jun 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Closed | 0.66 hr | 9.6 hr | Met |
| THU078-101376 | 24 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Resolved | — | — | n/a |
| THU078-101375 | 24 Jun 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 44.45 hr | 1.6 days | Missed |
| THU078-101374 | 23 Jun 2026 | Service Request | Site offline Network · KB · Head Office | P3 | Closed | 2.41 hr | 1.7 days | Met |
| THU078-101373 | 23 Jun 2026 | Change | Toner replacement Printing · SE · Head Office | P3 | Resolved | 0.64 hr | 23.7 hr | Met |
| THU078-101372 | 23 Jun 2026 | Incident | Screen flickering Hardware · ML · Site 2 | P4 | Resolved | 5.16 hr | 2.3 days | Met |
| THU078-101371 | 22 Jun 2026 | Change | Name change request User admin · AB · Head Office | P3 | Closed | 0.90 hr | 1.7 days | Met |
| THU078-101370 | 19 Jun 2026 | Service Request | Slow VPN Network · KB · Head Office | P3 | Closed | 2.66 hr | 1.3 days | Met |
| THU078-101369 | 19 Jun 2026 | Incident | Spoofed email reported Email · KB · Head Office | P2 | Resolved | 4.81 hr | 5.1 hr | Met |
| THU078-101368 | 19 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Head Office | P3 | Closed | 16.53 hr | 1.1 days | Missed |
| THU078-101367 | 19 Jun 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P2 | Resolved | 8.06 hr | 1.2 days | Missed |
| THU078-101366 | 19 Jun 2026 | Incident | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 3.28 hr | 2.2 days | Met |
| THU078-101365 | 18 Jun 2026 | Quote · excluded | Mailbox delegation Email · AB · Head Office | P2 | Resolved | — | — | n/a |
| THU078-101364 | 18 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 1.36 hr | 10.6 hr | Met |
| THU078-101363 | 18 Jun 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Closed | 8.27 hr | 1.7 days | Missed |
| THU078-101362 | 18 Jun 2026 | Service Request | New extension setup Telephony · BK · Head Office | P3 | Resolved | 0.16 hr | 2.3 days | Met |
| THU078-101361 | 18 Jun 2026 | Project · excluded | Report not generating Line of business app · BK · Branch | P3 | Resolved | — | — | n/a |
| THU078-101360 | 17 Jun 2026 | Incident · excluded | Leaver process User admin · AB · Branch | P4 | Closed | — | — | n/a |
| THU078-101359 | 17 Jun 2026 | Incident | Leaver process User admin · ML · Remote | P3 | Closed | 1.98 hr | 1.1 days | Met |
| THU078-101358 | 17 Jun 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 1.44 hr | 2.0 days | Met |
| THU078-101357 | 16 Jun 2026 | Incident | Scan to email failing Printing · BK · Branch | P3 | Closed | 0.50 hr | 1.2 days | Met |
| THU078-101356 | 15 Jun 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 5.62 hr | 1.3 days | Met |
| THU078-101355 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P3 | Closed | 0.39 hr | 1.3 days | Met |
| THU078-101354 | 12 Jun 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | 0.10 hr | 1.5 days | Met |
| THU078-101353 | 12 Jun 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P3 | Resolved | 1.28 hr | 2.2 days | Met |
| THU078-101352 | 12 Jun 2026 | Incident · excluded | Database timeout Line of business app · SE · Head Office | P3 | Resolved | — | — | n/a |
| THU078-101351 | 11 Jun 2026 | Project · excluded | Backup capacity review Backup · TAG · Branch | P2 | Closed | — | — | n/a |
| THU078-101350 | 11 Jun 2026 | Service Request | Mailbox delegation Email · AB · Remote | P4 | Resolved | 46.39 hr | 12.5 hr | Missed |
| THU078-101349 | 10 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Branch | P3 | Resolved | — | — | n/a |
| THU078-101348 | 09 Jun 2026 | Quote · excluded | Licence renewal Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| THU078-101347 | 09 Jun 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Resolved | 0.86 hr | 1.3 days | Met |
| THU078-101346 | 09 Jun 2026 | Change · excluded | New printer driver rollout Printing · AB · Branch | P3 | Closed | — | — | n/a |
| THU078-101345 | 08 Jun 2026 | Incident · excluded | Screen flickering Hardware · BK · Branch | P3 | Resolved | — | — | n/a |
| THU078-101344 | 05 Jun 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | 1.41 hr | 1.9 days | Met |
| THU078-101343 | 05 Jun 2026 | Planned Install · excluded | Scan to email failing Printing · SE · Remote | P3 | Closed | — | — | n/a |
| THU078-101342 | 05 Jun 2026 | Service Request | Licence renewal Line of business app · AB · Head Office | P3 | Resolved | 0.42 hr | 2.1 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.