SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 19 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
50 eligible records in this yearAverage first response
5.8 hr
Target 8 hours from logged to responded
Average resolution
1.4 days
Open records excluded from the average
SLA achievement
81.6%
9 call(s) over the 8-hour target
First-time fix
70.0%
Where the source records the field
Volume
Contract calls
50
69 calls logged in the period
Off contract
12
£2,787.75 chargeable
Open / closed
1 / 68
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
50
records
- Printing7
- Microsoft 3656
- Network5
- Telephony5
- Security5
- Email5
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 50 | 5.80 hr | 81.6% | 9 | 19 |
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 | 9 | 4.18 hr | 89% | 1 |
| Barry Ebbs | 8 | 6.85 hr | 75% | 2 |
| (Not recorded) | 6 | 4.17 hr | 67% | 2 |
| Kelly Gregory | 5 | 13.09 hr | 80% | 1 |
| Aiden Higgins | 4 | 4.92 hr | 75% | 1 |
| Stacey Thomas | 3 | 1.11 hr | 100% | 0 |
| Damian Armstrong | 3 | 3.85 hr | 67% | 1 |
| Daniel Blacker | 3 | 1.58 hr | 100% | 0 |
| Julie Herbert | 3 | 15.28 hr | 67% | 1 |
| Phil Jenkins | 2 | 4.79 hr | 100% | 0 |
| Chloe Dempsey | 2 | 2.41 hr | 100% | 0 |
| Karen Taylor | 2 | 3.37 hr | 100% | 0 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 49.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306158 | Kelly Gregory | HP EliteBook 840 G9 | 2026-07-24 15:00 | 56.97 hr | +49.0 | AB | Slow VPN |
| 306133 | Julie Herbert | Dell PowerEdge R750 | 2026-05-19 09:50 | 44.50 hr | +36.5 | ML | OneDrive sync conflict |
| 306165 | Barry Ebbs | HP EliteBook 840 G9 | 2026-08-21 08:16 | 32.05 hr | +24.1 | TAG | Printer offline |
| 306134 | Aiden Higgins | Dell OptiPlex 3050 | 2026-05-20 13:43 | 11.81 hr | +3.8 | KB | Screen flickering |
| 306156 | (Not recorded) | Samsung Galaxy A54 | 2026-07-21 15:58 | 11.47 hr | +3.5 | BK | New starter setup |
| 306127 | Damian Armstrong | HP EliteBook 840 G9 | 2026-04-28 16:33 | 10.57 hr | +2.6 | AB | Backup job failed |
| 306122 | (Not recorded) | Samsung Galaxy A54 | 2026-04-01 12:41 | 10.48 hr | +2.5 | TAG | MFA reset |
| 306163 | Barry Ebbs | HP LaserJet M480 | 2026-08-16 13:32 | 10.47 hr | +2.5 | ML | Replacement keyboard |
| 306160 | Anne-Marie Cable | Draytek Vigor 2927 | 2026-07-28 15:53 | 9.12 hr | +1.1 | KB | Distribution list change |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 04 Feb 2026 – 28 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 3 | 18 Feb 2026 – 14 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 16 Apr 2026 – 31 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
69 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| THU178-100215 | 24 Aug 2026 | Quote · excluded | New extension setup Telephony · KB · Head Office | P2 | In Progress | — | — | n/a |
| THU178-100214 | 21 Aug 2026 | Incident | Printer offline Printing · TAG · Branch | P1 | Closed | 32.05 hr | 12.4 hr | Missed |
| THU178-100213 | 19 Aug 2026 | Incident | Phishing report triage Security · ML · Head Office | P4 | Closed | 0.72 hr | 1.6 days | Met |
| THU178-100212 | 16 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Remote | P2 | Resolved | 10.47 hr | 2.5 days | Missed |
| THU178-100211 | 10 Aug 2026 | Service Request | Toner replacement Printing · AB · Remote | P4 | Closed | 0.98 hr | 9.8 hr | Met |
| THU178-100210 | 31 Jul 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Resolved | 1.46 hr | 5.4 hr | Met |
| THU178-100209 | 28 Jul 2026 | Change | Distribution list change Email · KB · Head Office | P2 | Resolved | 9.12 hr | 17.8 hr | Missed |
| THU178-100208 | 27 Jul 2026 | Incident | New printer driver rollout Printing · BK · Head Office | P4 | Resolved | 0.56 hr | 1.9 days | Met |
| THU178-100207 | 24 Jul 2026 | Service Request | Slow VPN Network · AB · Head Office | P4 | Resolved | 56.97 hr | 2.0 days | Missed |
| THU178-100206 | 22 Jul 2026 | Incident | Slow VPN Network · ML · Branch | P3 | Closed | 4.29 hr | 2.1 days | Met |
| THU178-100205 | 21 Jul 2026 | Service Request | New starter setup User admin · BK · Remote | P3 | Closed | 11.47 hr | 1.2 days | Missed |
| THU178-100204 | 20 Jul 2026 | Incident | New extension setup Telephony · ML · Head Office | P2 | Closed | 0.62 hr | 2.2 days | Met |
| THU178-100203 | 19 Jul 2026 | Incident | New extension setup Telephony · ML · Head Office | P2 | Closed | 0.75 hr | 2.4 days | Met |
| THU178-100202 | 15 Jul 2026 | Incident · excluded | Database timeout Line of business app · TAG · Branch | P2 | Closed | — | — | n/a |
| THU178-100201 | 14 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 1.05 hr | 2.4 days | Met |
| THU178-100200 | 13 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Closed | — | — | n/a |
| THU178-100199 | 06 Jul 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Closed | 0.77 hr | 22.8 hr | Met |
| THU178-100198 | 03 Jul 2026 | Incident | Laptop will not boot Hardware · AB · Branch | P3 | Resolved | 1.23 hr | 2.4 days | Met |
| THU178-100197 | 30 Jun 2026 | Incident · excluded | Database timeout Line of business app · ML · Site 2 | P4 | Closed | — | — | n/a |
| THU178-100196 | 26 Jun 2026 | Service Request | Message quarantined Email · ML · Branch | P3 | Closed | 0.25 hr | 1.1 days | Met |
| THU178-100195 | 23 Jun 2026 | Change | Name change request User admin · TAG · Head Office | P3 | Closed | 4.79 hr | 21.3 hr | Met |
| THU178-100194 | 22 Jun 2026 | Service Request | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 1.85 hr | 2.0 days | Met |
| THU178-100193 | 18 Jun 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P2 | Closed | 4.71 hr | 1.7 days | Met |
| THU178-100192 | 15 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P4 | Resolved | 1.31 hr | 2.5 days | Met |
| THU178-100191 | 11 Jun 2026 | Project · excluded | New starter setup User admin · KB · Branch | P1 | Closed | — | — | n/a |
| THU178-100190 | 09 Jun 2026 | Quote · excluded | Database timeout Line of business app · AB · Remote | P4 | Resolved | — | — | n/a |
| THU178-100189 | 01 Jun 2026 | Service Request · excluded | Backup job failed Backup · BK · Head Office | P4 | Closed | — | — | n/a |
| THU178-100188 | 29 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 3.76 hr | 18.6 hr | Met |
| THU178-100187 | 28 May 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Branch | P3 | Closed | 0.43 hr | 20.4 hr | Met |
| THU178-100186 | 26 May 2026 | Incident | Database timeout Line of business app · BK · Head Office | P2 | Resolved | 4.59 hr | 2.3 days | Met |
| THU178-100185 | 25 May 2026 | Incident | Handset registration Telephony · TAG · Head Office | P2 | Resolved | 0.99 hr | 2.0 days | Met |
| THU178-100184 | 22 May 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Site 2 | P4 | Closed | 5.99 hr | 1.7 days | Met |
| THU178-100183 | 20 May 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P2 | Resolved | 11.81 hr | 1.4 days | Missed |
| THU178-100182 | 19 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P4 | Closed | 44.50 hr | 6.9 hr | Missed |
| THU178-100181 | 18 May 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Resolved | 3.54 hr | 19.5 hr | Met |
| THU178-100180 | 16 May 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 1.19 hr | 21.7 hr | Met |
| THU178-100179 | 14 May 2026 | Service Request | Call quality issue Telephony · BK · Branch | P4 | Closed | 3.03 hr | 1.6 days | Met |
| THU178-100178 | 11 May 2026 | Incident · excluded | Site offline Network · BK · Head Office | P2 | Closed | — | — | n/a |
| THU178-100177 | 29 Apr 2026 | Incident | Name change request User admin · BK · Branch | P3 | Closed | 0.36 hr | 1.9 days | Met |
| THU178-100176 | 28 Apr 2026 | Incident | Backup job failed Backup · AB · Branch | P2 | Closed | 10.57 hr | 10.8 hr | Missed |
| THU178-100175 | 24 Apr 2026 | Project · excluded | Docking station not detected Hardware · KB · Site 2 | P4 | Closed | — | — | n/a |
| THU178-100174 | 20 Apr 2026 | Change | Mailbox delegation Email · BK · Remote | P3 | Resolved | 5.45 hr | 1.4 days | Met |
| THU178-100173 | 16 Apr 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P3 | Resolved | 1.08 hr | 2.1 days | Met |
| THU178-100172 | 15 Apr 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · TAG · Head Office | P4 | Closed | — | — | n/a |
| THU178-100171 | 01 Apr 2026 | Incident | MFA reset Security · TAG · Head Office | P4 | Resolved | 10.48 hr | 2.1 days | Missed |
| THU178-100170 | 31 Mar 2026 | Service Request · excluded | Report not generating Line of business app · TAG · Branch | P2 | Closed | — | — | n/a |
| THU178-100169 | 26 Mar 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.95 hr | 1.9 days | Met |
| THU178-100168 | 25 Mar 2026 | Incident · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| THU178-100167 | 24 Mar 2026 | Incident | Distribution list change Email · ML · Branch | P4 | Resolved | 4.39 hr | 3.1 hr | Met |
| THU178-100166 | 16 Mar 2026 | Incident | Backup job failed Backup · BK · Remote | P3 | Resolved | 0.97 hr | 13.1 hr | Met |
| THU178-100165 | 13 Mar 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | 4.25 hr | 10.4 hr | Met |
| THU178-100164 | 12 Mar 2026 | Quote · excluded | Message quarantined Email · KB · Site 2 | P4 | Closed | — | — | n/a |
| THU178-100163 | 06 Mar 2026 | Change · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| THU178-100162 | 04 Mar 2026 | Service Request · excluded | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | — | — | n/a |
| THU178-100161 | 03 Mar 2026 | Incident | Permission change User admin · TAG · Branch | P3 | Closed | 3.73 hr | 22.0 hr | Met |
| THU178-100160 | 01 Mar 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 7.00 hr | 2.4 days | Met |
| THU178-100159 | 27 Feb 2026 | Incident · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| THU178-100158 | 26 Feb 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 0.15 hr | 1.9 days | Met |
| THU178-100157 | 19 Feb 2026 | Service Request | Replacement keyboard Hardware · BK · Remote | P3 | Closed | 0.96 hr | 1.3 days | Met |
| THU178-100156 | 18 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Head Office | P4 | Closed | 1.27 hr | 1.9 days | Met |
| THU178-100155 | 17 Feb 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P4 | Closed | — | — | n/a |
| THU178-100154 | 04 Feb 2026 | Incident | Mailbox delegation Email · TAG · Remote | P3 | Closed | 4.43 hr | 14.9 hr | Met |
| THU178-100153 | 01 Feb 2026 | Incident · excluded | Backup job failed Backup · AB · Remote | P3 | Resolved | — | — | n/a |
| THU178-100152 | 28 Jan 2026 | Service Request | Phishing report triage Security · SE · Head Office | P3 | Closed | 0.63 hr | 17.8 hr | Met |
| THU178-100151 | 22 Jan 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 1.36 hr | 22.9 hr | Met |
| THU178-100150 | 20 Jan 2026 | Incident | Handset registration Telephony · KB · Head Office | P3 | Closed | 0.06 hr | 1.9 days | Met |
| THU178-100149 | 19 Jan 2026 | Project · excluded | Backup job failed Backup · AB · Remote | P3 | Resolved | — | — | n/a |
| THU178-100148 | 08 Jan 2026 | Incident | Site offline Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| THU178-100147 | 05 Jan 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P3 | Closed | 1.01 hr | 19.2 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.