SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 26 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
70 eligible records in this yearAverage first response
3.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
90.0%
7 call(s) over the 8-hour target
First-time fix
68.6%
Where the source records the field
Volume
Contract calls
70
96 calls logged in the period
Off contract
11
£3,647.25 chargeable
Open / closed
1 / 95
Across the selected period
Data-quality gaps
0
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
70
records
- Email10
- Hardware10
- Network10
- User admin8
- Telephony8
- Security6
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 70 | 3.62 hr | 90.0% | 7 | 26 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| (Not recorded) | 8 | 1.21 hr | 100% | 0 |
| Stacey Thomas | 8 | 0.72 hr | 100% | 0 |
| Aiden Higgins | 8 | 1.20 hr | 100% | 0 |
| Rachael Parkin | 7 | 11.23 hr | 71% | 2 |
| Anne-Marie Cable | 6 | 4.30 hr | 83% | 1 |
| Barry Ebbs | 6 | 1.68 hr | 100% | 0 |
| Chloe Dempsey | 5 | 2.86 hr | 80% | 1 |
| Karen Taylor | 5 | 7.28 hr | 80% | 1 |
| Daniel Blacker | 4 | 4.86 hr | 75% | 1 |
| Phil Jenkins | 4 | 8.85 hr | 75% | 1 |
| Kelly Gregory | 3 | 1.28 hr | 100% | 0 |
| Damian Armstrong | 3 | 0.91 hr | 100% | 0 |
7 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 34.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301816 | Rachael Parkin | Apple iPhone 14 | 2026-05-12 12:16 | 42.23 hr | +34.2 | BK | New starter setup |
| 301786 | Phil Jenkins | Kyocera ECOSYS M5526 | 2026-03-02 16:44 | 32.27 hr | +24.3 | SE | Distribution list change |
| 301807 | Karen Taylor | Ubiquiti U6-Pro | 2026-04-20 16:30 | 31.15 hr | +23.1 | KB | New starter setup |
| 301806 | Rachael Parkin | Apple MacBook Air M2 | 2026-04-17 15:02 | 27.00 hr | +19.0 | TAG | Call quality issue |
| 301835 | Anne-Marie Cable | Dell Latitude E7470 | 2026-07-03 16:19 | 11.47 hr | +3.5 | BK | Message quarantined |
| 301841 | Chloe Dempsey | Apple MacBook Pro 14 | 2026-07-24 08:58 | 10.74 hr | +2.7 | TAG | Restore request |
| 301840 | Daniel Blacker | Apple MacBook Pro 14 | 2026-07-16 13:35 | 9.76 hr | +1.8 | ML | Database timeout |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Monitoring / server / security | 5 | 17 Jan 2026 – 05 Aug 2026 |
| Aiden Higgins | Hardware | 5 | 19 Jan 2026 – 24 Aug 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 10 Jan 2026 – 02 Jul 2026 |
| Barry Ebbs | Email / Microsoft 365 | 3 | 05 Feb 2026 – 19 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 01 Apr 2026 – 23 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Monitoring / server / security | 4 | 22 Jan 2026 – 24 Jun 2026 |
| Apple iPhone 14 | Monitoring / server / security | 3 | 10 Jan 2026 – 02 Jul 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 3 | 12 Jan 2026 – 09 Apr 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 17 Feb 2026 – 11 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
96 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| TOC760-100278 | 25 Aug 2026 | Change · excluded | Scan to email failing Printing · SE · Remote | P4 | Closed | — | — | n/a |
| TOC760-100277 | 24 Aug 2026 | Service Request | Docking station not detected Hardware · BK · Remote | P3 | Closed | 1.09 hr | 6.0 hr | Met |
| TOC760-100276 | 20 Aug 2026 | Quote · excluded | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| TOC760-100275 | 19 Aug 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P2 | Resolved | 0.38 hr | 1.7 days | Met |
| TOC760-100274 | 17 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Closed | 0.72 hr | 1.3 days | Met |
| TOC760-100273 | 14 Aug 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 2.21 hr | 1.7 days | Met |
| TOC760-100272 | 13 Aug 2026 | Service Request · excluded | Message quarantined Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| TOC760-100271 | 11 Aug 2026 | Project · excluded | Slow VPN Network · ML · Remote | P3 | In Progress | — | — | n/a |
| TOC760-100270 | 05 Aug 2026 | Change | Site offline Network · KB · Head Office | P3 | Closed | 1.79 hr | 1.9 days | Met |
| TOC760-100269 | 29 Jul 2026 | Service Request · excluded | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | — | — | n/a |
| TOC760-100268 | 24 Jul 2026 | Service Request | Restore request Backup · TAG · Head Office | P2 | Closed | 10.74 hr | 6.6 hr | Missed |
| TOC760-100267 | 16 Jul 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P4 | Resolved | 9.76 hr | 5.5 hr | Missed |
| TOC760-100266 | 14 Jul 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | 0.78 hr | 2.1 days | Met |
| TOC760-100265 | 11 Jul 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 1.03 hr | 21.9 hr | Met |
| TOC760-100264 | 09 Jul 2026 | Change | Permission change User admin · BK · Head Office | P3 | Resolved | 0.69 hr | 1.1 days | Met |
| TOC760-100263 | 06 Jul 2026 | Service Request · excluded | Permission change User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| TOC760-100262 | 03 Jul 2026 | Incident | Message quarantined Email · BK · Site 2 | P3 | Resolved | 11.47 hr | 6.0 hr | Missed |
| TOC760-100261 | 02 Jul 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P2 | Closed | 0.33 hr | 1.3 days | Met |
| TOC760-100260 | 29 Jun 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Closed | 0.71 hr | 1.8 days | Met |
| TOC760-100259 | 26 Jun 2026 | Project · excluded | Spoofed email reported Email · SE · Head Office | P4 | Resolved | — | — | n/a |
| TOC760-100258 | 24 Jun 2026 | Service Request | Switch port fault Network · BK · Head Office | P2 | Closed | 0.96 hr | 2.4 days | Met |
| TOC760-100257 | 23 Jun 2026 | Incident | MFA reset Security · TAG · Head Office | P1 | Closed | 1.08 hr | 10.8 hr | Met |
| TOC760-100256 | 17 Jun 2026 | Incident | New printer driver rollout Printing · KB · Remote | P3 | Closed | 0.60 hr | 2.1 days | Met |
| TOC760-100255 | 16 Jun 2026 | Service Request | Message quarantined Email · TAG · Head Office | P4 | Closed | 0.83 hr | 1.2 days | Met |
| TOC760-100254 | 15 Jun 2026 | Service Request | Distribution list change Email · AB · Branch | P4 | Closed | 0.56 hr | 1.5 days | Met |
| TOC760-100253 | 08 Jun 2026 | Service Request | Leaver process User admin · KB · Branch | P3 | Resolved | 0.32 hr | 19.8 hr | Met |
| TOC760-100252 | 05 Jun 2026 | Incident | New printer driver rollout Printing · ML · Remote | P3 | Closed | 0.20 hr | 1.1 days | Met |
| TOC760-100251 | 02 Jun 2026 | Incident · excluded | Spoofed email reported Email · BK · Head Office | P2 | Resolved | — | — | n/a |
| TOC760-100250 | 01 Jun 2026 | Incident | Slow VPN Network · KB · Head Office | P4 | Closed | 0.84 hr | 23.5 hr | Met |
| TOC760-100249 | 31 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.10 hr | 14.5 hr | Met |
| TOC760-100248 | 28 May 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 0.36 hr | 18.1 hr | Met |
| TOC760-100247 | 26 May 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P2 | Closed | 0.97 hr | 2.2 days | Met |
| TOC760-100246 | 24 May 2026 | Project · excluded | Scan to email failing Printing · AB · Head Office | P2 | Resolved | — | — | n/a |
| TOC760-100245 | 21 May 2026 | Incident | Switch port fault Network · KB · Remote | P4 | Resolved | 1.60 hr | 1.8 days | Met |
| TOC760-100244 | 19 May 2026 | Service Request | Retention change Backup · ML · Remote | P2 | Closed | 0.93 hr | 16.7 hr | Met |
| TOC760-100243 | 12 May 2026 | Service Request | New starter setup User admin · BK · Remote | P4 | Resolved | 42.23 hr | 9.5 hr | Missed |
| TOC760-100242 | 07 May 2026 | Service Request | Toner replacement Printing · SE · Remote | P4 | Resolved | 4.54 hr | 2.1 days | Met |
| TOC760-100241 | 05 May 2026 | Planned Install · excluded | Docking station not detected Hardware · BK · Head Office | P4 | Closed | — | — | n/a |
| TOC760-100240 | 04 May 2026 | Incident | Scan to email failing Printing · BK · Head Office | P3 | Resolved | 1.32 hr | 1.6 days | Met |
| TOC760-100239 | 30 Apr 2026 | Service Request · excluded | MFA reset Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| TOC760-100238 | 27 Apr 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P3 | Closed | 1.11 hr | 0.5 hr | Met |
| TOC760-100237 | 24 Apr 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Resolved | 0.59 hr | 14.2 hr | Met |
| TOC760-100236 | 22 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · TAG · Site 2 | P2 | Closed | — | — | n/a |
| TOC760-100235 | 21 Apr 2026 | Incident | Site offline Network · TAG · Branch | P4 | Closed | 0.52 hr | 2.0 days | Met |
| TOC760-100234 | 20 Apr 2026 | Incident | New starter setup User admin · KB · Head Office | P4 | Closed | 31.15 hr | 2.4 days | Missed |
| TOC760-100233 | 17 Apr 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P4 | Closed | 27.00 hr | 2.4 days | Missed |
| TOC760-100232 | 15 Apr 2026 | Planned Install · excluded | Mailbox delegation Email · ML · Head Office | P4 | Resolved | — | — | n/a |
| TOC760-100231 | 14 Apr 2026 | Quote · excluded | Backup capacity review Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| TOC760-100230 | 10 Apr 2026 | Change | Screen flickering Hardware · SE · Remote | P3 | Closed | 0.80 hr | 1.9 days | Met |
| TOC760-100229 | 09 Apr 2026 | Change | Mailbox delegation Email · KB · Site 2 | P3 | Closed | 0.05 hr | 5.5 hr | Met |
| TOC760-100228 | 07 Apr 2026 | Quote · excluded | Spoofed email reported Email · BK · Branch | P4 | Closed | — | — | n/a |
| TOC760-100227 | 03 Apr 2026 | Planned Install · excluded | MFA reset Security · KB · Site 2 | P3 | Closed | — | — | n/a |
| TOC760-100226 | 02 Apr 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.10 hr | 8.7 hr | Met |
| TOC760-100225 | 01 Apr 2026 | Service Request | MFA reset Security · ML · Site 2 | P3 | Resolved | 2.99 hr | 2.4 days | Met |
| TOC760-100224 | 31 Mar 2026 | Incident · excluded | Report not generating Line of business app · KB · Head Office | P3 | Resolved | — | — | n/a |
| TOC760-100223 | 27 Mar 2026 | Service Request | Replacement keyboard Hardware · BK · Site 2 | P3 | Closed | 0.29 hr | 1.3 days | Met |
| TOC760-100222 | 26 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | 1.56 hr | 7.2 hr | Met |
| TOC760-100221 | 23 Mar 2026 | Incident | Site offline Network · SE · Head Office | P4 | Closed | 0.14 hr | 2.4 days | Met |
| TOC760-100220 | 20 Mar 2026 | Incident · excluded | Call quality issue Telephony · TAG · Branch | P2 | Closed | — | — | n/a |
| TOC760-100219 | 19 Mar 2026 | Service Request | Handset registration Telephony · BK · Branch | P2 | Closed | 0.34 hr | 1.5 days | Met |
| TOC760-100218 | 12 Mar 2026 | Quote · excluded | Leaver process User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| TOC760-100217 | 11 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 1.90 hr | 1.8 days | Met |
| TOC760-100216 | 06 Mar 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | — | — | n/a |
| TOC760-100215 | 05 Mar 2026 | Incident · excluded | Scan to email failing Printing · KB · Head Office | P2 | Resolved | — | — | n/a |
| TOC760-100214 | 03 Mar 2026 | Incident | Laptop will not boot Hardware · ML · Remote | P2 | Closed | 1.16 hr | 2.0 days | Met |
| TOC760-100213 | 02 Mar 2026 | Change | Distribution list change Email · SE · Head Office | P3 | Closed | 32.27 hr | 1.6 days | Missed |
| TOC760-100212 | 26 Feb 2026 | Incident | New extension setup Telephony · AB · Branch | P3 | Resolved | 1.25 hr | 2.0 days | Met |
| TOC760-100211 | 25 Feb 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Closed | 2.36 hr | 7.1 hr | Met |
| TOC760-100210 | 24 Feb 2026 | Change | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 0.31 hr | 1.7 days | Met |
| TOC760-100209 | 23 Feb 2026 | Service Request | Retention change Backup · TAG · Head Office | P3 | Closed | 1.48 hr | 9.2 hr | Met |
| TOC760-100208 | 20 Feb 2026 | Incident | New extension setup Telephony · KB · Head Office | P3 | Closed | 4.30 hr | 22.1 hr | Met |
| TOC760-100207 | 19 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · SE · Remote | P3 | Closed | 4.57 hr | 2.5 days | Met |
| TOC760-100206 | 18 Feb 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · AB · Head Office | P2 | Resolved | — | — | n/a |
| TOC760-100205 | 17 Feb 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 4.30 hr | 1.6 days | Met |
| TOC760-100204 | 16 Feb 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 1.33 hr | 0.5 hr | Met |
| TOC760-100203 | 13 Feb 2026 | Incident | New starter setup User admin · TAG · Head Office | P3 | Closed | 0.86 hr | 5.1 hr | Met |
| TOC760-100202 | 12 Feb 2026 | Project · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| TOC760-100201 | 11 Feb 2026 | Service Request | Name change request User admin · SE · Head Office | P2 | Closed | 0.76 hr | 1.7 days | Met |
| TOC760-100200 | 10 Feb 2026 | Incident | Name change request User admin · SE · Branch | P3 | Closed | 1.36 hr | 1.7 days | Met |
| TOC760-100199 | 05 Feb 2026 | Incident | Distribution list change Email · SE · Head Office | P3 | Closed | 1.13 hr | 2.0 days | Met |
| TOC760-100198 | 04 Feb 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 0.53 hr | 1.8 days | Met |
| TOC760-100197 | 31 Jan 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Resolved | 5.01 hr | 11.3 hr | Met |
| TOC760-100196 | 30 Jan 2026 | Planned Install · excluded | Backup capacity review Backup · KB · Branch | P4 | Resolved | — | — | n/a |
| TOC760-100195 | 29 Jan 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Closed | 1.28 hr | 1.8 hr | Met |
| TOC760-100194 | 27 Jan 2026 | Service Request · excluded | Site offline Network · AB · Branch | P3 | Resolved | — | — | n/a |
| TOC760-100193 | 26 Jan 2026 | Incident | Backup capacity review Backup · KB · Remote | P2 | Resolved | 0.14 hr | 2.1 days | Met |
| TOC760-100192 | 22 Jan 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 0.80 hr | 0.3 hr | Met |
| TOC760-100191 | 21 Jan 2026 | Incident | Application crash on launch Line of business app · BK · Head Office | P4 | Closed | 7.93 hr | 21.9 hr | Met |
| TOC760-100190 | 20 Jan 2026 | Service Request | New extension setup Telephony · ML · Head Office | P3 | Closed | 1.14 hr | 1.7 days | Met |
| TOC760-100189 | 19 Jan 2026 | Incident | Screen flickering Hardware · TAG · Remote | P4 | Closed | 0.25 hr | 16.6 hr | Met |
| TOC760-100188 | 17 Jan 2026 | Change | Switch port fault Network · BK · Head Office | P3 | Resolved | 0.70 hr | 2.0 days | Met |
| TOC760-100187 | 15 Jan 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Closed | 1.37 hr | 1.6 days | Met |
| TOC760-100186 | 14 Jan 2026 | Incident | Screen flickering Hardware · AB · Branch | P3 | Closed | 6.02 hr | 1.7 days | Met |
| TOC760-100185 | 12 Jan 2026 | Service Request | Spoofed email reported Email · SE · Head Office | P4 | Closed | 1.42 hr | 9.5 hr | Met |
| TOC760-100184 | 10 Jan 2026 | Incident | MFA reset Security · SE · Head Office | P4 | Closed | 1.54 hr | 1.1 days | Met |
| TOC760-100183 | 06 Jan 2026 | Planned Install · excluded | Suspicious sign-in review Security · SE · Site 2 | P2 | 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.