Skip to content
DCS
PR

Thurlow Architects & Co

THU929ActiveManaged contract

thurlowarchitects.co.uk · Architecture · Account manager Priya Raman

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy4 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. 16 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.

Service performance

33 eligible records in this year
Average first response
4.3 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
90.3%
3 call(s) over the 8-hour target
First-time fix
75.8%
Where the source records the field

Volume

Contract calls
33
49 calls logged in the period
Off contract
7
£1,946.25 chargeable
Open / closed
2 / 47
Across the selected period
Data-quality gaps
2
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

33
records
  • User admin8
  • Hardware6
  • Security6
  • Backup3
  • Network2
  • Line of business app2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026334.29 hr90.3%316

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
Karen Taylor65.36 hr83%1
Kelly Gregory43.32 hr100%0
Damian Armstrong31.76 hr100%0
Stacey Thomas318.59 hr33%2
(Not recorded)31.48 hr100%0
Barry Ebbs30.41 hr100%0
Anne-Marie Cable23.17 hr100%0
Aiden Higgins21.23 hr100%0
Chloe Dempsey20.70 hr100%0
Julie Herbert22.83 hr100%0
Rachael Parkin24.64 hr100%0
Daniel Blacker10.60 hr100%0

3 contract calls missed the 8-hour target

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

Longest 20.5 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
304767Stacey ThomasDell Latitude E74702026-08-20 14:3628.46 hr+20.5ABBackup capacity review
304739Stacey ThomasDell OptiPlex 30502026-04-15 14:2126.34 hr+18.3MLName change request
304721Karen TaylorUbiquiti USW-Pro-242026-01-09 13:5522.32 hr+14.3SENew starter setup

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
THU929-10013225 Aug 2026IncidentVoicemail not delivering
Telephony · ML · Branch
P3Closed4.64 hr15.2 hrMet
THU929-10013120 Aug 2026Service RequestBackup capacity review
Backup · AB · Head Office
P4Closed28.46 hr10.9 hrMissed
THU929-10013014 Aug 2026Service RequestNew printer driver rollout
Printing · SE · Head Office
P2Closed0.60 hr2.4 daysMet
THU929-10012905 Aug 2026Project · excludedLaptop will not boot
Hardware · SE · Head Office
P3Closed——n/a
THU929-10012804 Aug 2026Quote · excludedLeaver process
User admin · KB · Head Office
P3Open——n/a
THU929-10012723 Jul 2026Quote · excludedCall quality issue
Telephony · BK · Branch
P2Closed——n/a
THU929-10012617 Jul 2026IncidentLaptop will not boot
Hardware · TAG · Head Office
P3Resolved0.06 hr1.4 daysMet
THU929-10012515 Jul 2026IncidentLaptop will not boot
Hardware · ML · Head Office
P3Resolved——n/a
THU929-10012414 Jul 2026Service RequestReport not generating
Line of business app · AB · Branch
P3Resolved4.14 hr2.4 daysMet
THU929-10012313 Jul 2026Project · excludedMessage quarantined
Email · ML · Site 2
P3In Progress——n/a
THU929-10012211 Jul 2026ChangeVoicemail not delivering
Telephony · TAG · Remote
P2Resolved——n/a
THU929-10012108 Jul 2026IncidentRestore request
Backup · ML · Head Office
P2Resolved0.55 hr2.1 daysMet
THU929-10012003 Jul 2026IncidentNew starter setup
User admin · TAG · Head Office
P3Resolved0.23 hr12.0 hrMet
THU929-10011928 Jun 2026IncidentEndpoint alert investigation
Security · AB · Head Office
P2Closed0.97 hr2.2 daysMet
THU929-10011825 Jun 2026Service RequestLaptop will not boot
Hardware · ML · Branch
P4Closed1.42 hr1.2 daysMet
THU929-10011723 Jun 2026Incident · excludedSite offline
Network · SE · Branch
P4Closed——n/a
THU929-10011615 Jun 2026IncidentReplacement keyboard
Hardware · TAG · Head Office
P2Closed4.61 hr1.3 daysMet
THU929-10011512 Jun 2026Incident · excludedLeaver process
User admin · KB · Branch
P3Closed——n/a
THU929-10011410 Jun 2026IncidentPhishing report triage
Security · TAG · Head Office
P4Closed1.04 hr1.6 daysMet
THU929-10011309 Jun 2026Incident · excludedLicence renewal
Line of business app · TAG · Head Office
P2Closed——n/a
THU929-10011201 Jun 2026Service RequestSuspicious sign-in review
Security · AB · Remote
P1Closed2.47 hr2.5 hrMet
THU929-10011126 May 2026Service RequestPhishing report triage
Security · KB · Remote
P4Closed0.26 hr8.1 hrMet
THU929-10011025 May 2026IncidentPermission change
User admin · KB · Branch
P2Closed0.24 hr1.7 daysMet
THU929-10010922 May 2026IncidentBackup capacity review
Backup · BK · Remote
P2Closed5.57 hr17.7 hrMet
THU929-10010815 May 2026Quote · excludedNew extension setup
Telephony · SE · Head Office
P3Closed——n/a
THU929-10010704 May 2026IncidentEndpoint alert investigation
Security · SE · Head Office
P3Closed5.11 hr1.7 hrMet
THU929-10010629 Apr 2026Service Request · excludedScreen flickering
Hardware · SE · Remote
P3Resolved——n/a
THU929-10010528 Apr 2026Quote · excludedLeaver process
User admin · ML · Branch
P4Closed——n/a
THU929-10010427 Apr 2026IncidentSharePoint permission request
Microsoft 365 · SE · Branch
P2Closed0.94 hr2.1 daysMet
THU929-10010315 Apr 2026Service RequestName change request
User admin · ML · Branch
P2Resolved26.34 hr2.3 daysMissed
THU929-10010206 Apr 2026ChangeReplacement keyboard
Hardware · ML · Head Office
P4Closed1.20 hr7.1 hrMet
THU929-10010131 Mar 2026IncidentNew starter setup
User admin · SE · Site 2
P4Closed5.12 hr2.4 daysMet
THU929-10010027 Mar 2026Service RequestNew printer driver rollout
Printing · KB · Head Office
P3Closed4.73 hr1.9 daysMet
THU929-10009922 Mar 2026IncidentApplication crash on launch
Line of business app · ML · Head Office
P2Closed1.52 hr1.1 daysMet
THU929-10009818 Mar 2026Incident · excludedMailbox delegation
Email · SE · Head Office
P3Resolved——n/a
THU929-10009710 Mar 2026Project · excludedMFA reset
Security · AB · Branch
P4Closed——n/a
THU929-10009609 Mar 2026IncidentMFA reset
Security · ML · Remote
P3Closed1.17 hr1.4 daysMet
THU929-10009526 Feb 2026Quote · excludedSuspicious sign-in review
Security · SE · Branch
P3Resolved——n/a
THU929-10009425 Feb 2026Service RequestSwitch port fault
Network · TAG · Head Office
P3Closed1.26 hr0.8 hrMet
THU929-10009320 Feb 2026Project · excludedPermission change
User admin · BK · Remote
P3Resolved——n/a
THU929-10009216 Feb 2026Service Request · excludedScreen flickering
Hardware · SE · Branch
P4Resolved——n/a
THU929-10009110 Feb 2026Incident · excludedBackup job failed
Backup · TAG · Head Office
P2Resolved——n/a
THU929-10009009 Feb 2026Service RequestSite offline
Network · TAG · Remote
P3Closed0.27 hr1.3 daysMet
THU929-10008905 Feb 2026ChangeNew starter setup
User admin · AB · Head Office
P3Closed0.77 hr6.3 hrMet
THU929-10008830 Jan 2026Service RequestScreen flickering
Hardware · AB · Branch
P4Resolved0.44 hr18.4 hrMet
THU929-10008728 Jan 2026Service RequestLeaver process
User admin · BK · Head Office
P3Closed2.97 hr2.4 daysMet
THU929-10008625 Jan 2026IncidentLeaver process
User admin · KB · Head Office
P3Closed2.77 hr1.8 daysMet
THU929-10008509 Jan 2026Service RequestNew starter setup
User admin · SE · Head Office
P2Resolved22.32 hr1.1 daysMissed
THU929-10008401 Jan 2026Service RequestMailbox delegation
Email · SE · Head Office
P2Resolved0.65 hr1.4 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.