SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 59 records in this selection sit outside that — quotes, projects and planned installs, plus 20 calls billed time and materials. They stay visible for volume context.
Service performance
162 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
93.6%
10 call(s) over the 8-hour target
First-time fix
66.9%
Where the source records the field
Volume
Contract calls
162
221 calls logged in the period
Off contract
20
£8,054.25 chargeable
Open / closed
5 / 216
Across the selected period
Data-quality gaps
6
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
162
records
- Telephony22
- Network19
- User admin18
- Backup17
- Line of business app17
- Security17
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 162 | 4.57 hr | 93.6% | 10 | 59 |
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 | 24 | 2.88 hr | 91% | 2 |
| Stacey Thomas | 20 | 2.52 hr | 94% | 1 |
| Anne-Marie Cable | 17 | 4.51 hr | 94% | 1 |
| Chloe Dempsey | 17 | 5.06 hr | 81% | 3 |
| (Not recorded) | 14 | 2.52 hr | 100% | 0 |
| Rachael Parkin | 12 | 11.65 hr | 92% | 1 |
| Barry Ebbs | 12 | 2.38 hr | 100% | 0 |
| Kelly Gregory | 11 | 6.66 hr | 91% | 1 |
| Julie Herbert | 10 | 1.74 hr | 100% | 0 |
| Phil Jenkins | 7 | 3.42 hr | 100% | 0 |
| Damian Armstrong | 7 | 15.22 hr | 86% | 1 |
| Daniel Blacker | 6 | 3.02 hr | 100% | 0 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 109.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 304140 | Rachael Parkin | Dell Latitude 5440 | 2026-07-07 10:26 | 117.50 hr | +109.5 | ML | Outlook not syncing |
| 304020 | Damian Armstrong | HP t640 | 2026-02-27 11:17 | 102.08 hr | +94.1 | BK | Scan to email failing |
| 304183 | Kelly Gregory | Apple MacBook Air M2 | 2026-08-17 13:59 | 46.14 hr | +38.1 | BK | Slow VPN |
| 304181 | Anne-Marie Cable | Ruckus R550 | 2026-08-14 16:29 | 36.74 hr | +28.7 | TAG | Replacement keyboard |
| 304167 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-07-31 16:01 | 20.97 hr | +13.0 | TAG | MFA reset |
| 304159 | Chloe Dempsey | Dell Latitude 7420 | 2026-07-24 13:02 | 20.48 hr | +12.5 | KB | New printer driver rollout |
| 303987 | Stacey Thomas | Dell Latitude 5440 | 2026-01-19 16:34 | 16.36 hr | +8.4 | SE | Call quality issue |
| 304041 | Chloe Dempsey | Apple MacBook Air M2 | 2026-03-24 13:32 | 11.04 hr | +3.0 | KB | Suspicious sign-in review |
| 304169 | Karen Taylor | Apple iPhone 12 | 2026-08-03 13:19 | 9.99 hr | +2.0 | SE | Name change request |
| 304134 | Karen Taylor | Apple MacBook Air M2 | 2026-06-30 17:25 | 9.10 hr | +1.1 | KB | Docking station not detected |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 6 | 22 Jan 2026 – 30 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 5 | 06 Jan 2026 – 15 Apr 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 07 Jan 2026 – 12 Mar 2026 |
| Chloe Dempsey | Printing | 5 | 09 Jan 2026 – 24 Jul 2026 |
| Julie Herbert | Telephony | 5 | 13 Jan 2026 – 22 Jul 2026 |
| Rachael Parkin | Backup / restore | 4 | 01 Jan 2026 – 21 Aug 2026 |
| Chloe Dempsey | Line of business app | 4 | 05 Jan 2026 – 25 Aug 2026 |
| (Not recorded) | Hardware | 4 | 08 Jan 2026 – 25 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Air M2 | Monitoring / server / security | 7 | 17 Jan 2026 – 17 Aug 2026 |
| HP ProBook 450 G6 | Telephony | 6 | 13 Jan 2026 – 29 Jun 2026 |
| Dell Latitude 7420 | Backup / restore | 5 | 14 Apr 2026 – 21 Aug 2026 |
| Lenovo ThinkPad T14 | Line of business app | 4 | 05 Jan 2026 – 06 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 4 | 12 Jan 2026 – 06 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 26 Jan 2026 – 15 May 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 4 | 04 Feb 2026 – 17 Jul 2026 |
| HP t640 | User administration | 3 | 14 Jan 2026 – 06 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
221 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| ULV728-100643 | 25 Aug 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Resolved | 0.50 hr | 2.2 days | Met |
| ULV728-100642 | 25 Aug 2026 | Change | Report not generating Line of business app · KB · Remote | P3 | Closed | 5.06 hr | 2.2 days | Met |
| ULV728-100641 | 24 Aug 2026 | Project · excluded | New printer driver rollout Printing · SE · Branch | P4 | Closed | — | — | n/a |
| ULV728-100640 | 21 Aug 2026 | Incident | Restore request Backup · SE · Branch | P4 | Closed | 0.70 hr | 1.0 days | Met |
| ULV728-100639 | 20 Aug 2026 | Service Request | Permission change User admin · TAG · Remote | P1 | Open | — | — | n/a |
| ULV728-100638 | 20 Aug 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P4 | Open | — | — | n/a |
| ULV728-100637 | 19 Aug 2026 | Incident | Replacement keyboard Hardware · KB · Branch | P3 | Closed | 0.83 hr | 2.5 days | Met |
| ULV728-100636 | 19 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Resolved | 4.68 hr | 18.4 hr | Met |
| ULV728-100635 | 17 Aug 2026 | Incident | Slow VPN Network · BK · Head Office | P2 | Resolved | 46.14 hr | 2.4 days | Missed |
| ULV728-100634 | 15 Aug 2026 | Service Request | New starter setup User admin · BK · Head Office | P3 | Resolved | 1.31 hr | 2.2 days | Met |
| ULV728-100633 | 14 Aug 2026 | Service Request | Replacement keyboard Hardware · TAG · Remote | P3 | Closed | 36.74 hr | 12.5 hr | Missed |
| ULV728-100632 | 13 Aug 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | 1.65 hr | 6.8 hr | Met |
| ULV728-100631 | 13 Aug 2026 | Incident | MFA reset Security · TAG · Branch | P4 | Closed | 0.74 hr | 1.6 days | Met |
| ULV728-100630 | 12 Aug 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P4 | Resolved | 1.10 hr | 1.5 hr | Met |
| ULV728-100629 | 12 Aug 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Resolved | 4.99 hr | 1.4 days | Met |
| ULV728-100628 | 11 Aug 2026 | Service Request | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 7.71 hr | 2.4 days | Met |
| ULV728-100627 | 10 Aug 2026 | Incident · excluded | Suspicious sign-in review Security · BK · Site 2 | P3 | Resolved | — | — | n/a |
| ULV728-100626 | 07 Aug 2026 | Service Request | Name change request User admin · AB · Head Office | P2 | Closed | 0.63 hr | 2.4 days | Met |
| ULV728-100625 | 06 Aug 2026 | Incident | Database timeout Line of business app · KB · Head Office | P3 | Closed | 3.46 hr | 1.1 days | Met |
| ULV728-100624 | 06 Aug 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 0.29 hr | 21.8 hr | Met |
| ULV728-100623 | 05 Aug 2026 | Incident | Permission change User admin · TAG · Branch | P3 | Resolved | — | — | n/a |
| ULV728-100622 | 04 Aug 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · ML · Head Office | P4 | Closed | — | — | n/a |
| ULV728-100621 | 03 Aug 2026 | Service Request | Name change request User admin · SE · Branch | P3 | Resolved | 9.99 hr | 1.0 days | Missed |
| ULV728-100620 | 31 Jul 2026 | Incident | Phishing report triage Security · BK · Head Office | P4 | Closed | 0.48 hr | 2.1 days | Met |
| ULV728-100619 | 31 Jul 2026 | Incident | MFA reset Security · TAG · Head Office | P3 | Resolved | 20.97 hr | 2.2 days | Missed |
| ULV728-100618 | 30 Jul 2026 | Incident | Report not generating Line of business app · SE · Branch | P2 | Closed | 2.74 hr | 20.5 hr | Met |
| ULV728-100617 | 30 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Closed | 1.39 hr | 17.1 hr | Met |
| ULV728-100616 | 29 Jul 2026 | Change | Name change request User admin · ML · Head Office | P3 | Resolved | 1.28 hr | 16.5 hr | Met |
| ULV728-100615 | 28 Jul 2026 | Service Request | Scan to email failing Printing · KB · Remote | P3 | Closed | 0.83 hr | 2.5 days | Met |
| ULV728-100614 | 27 Jul 2026 | Incident | Database timeout Line of business app · KB · Branch | P3 | Resolved | 5.29 hr | 2.0 days | Met |
| ULV728-100613 | 27 Jul 2026 | Incident · excluded | Distribution list change Email · ML · Head Office | P2 | Closed | — | — | n/a |
| ULV728-100612 | 24 Jul 2026 | Service Request | Voicemail not delivering Telephony · KB · Branch | P2 | Closed | 1.12 hr | 2.3 days | Met |
| ULV728-100611 | 24 Jul 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Resolved | 20.48 hr | 18.8 hr | Missed |
| ULV728-100610 | 23 Jul 2026 | Change | Licence renewal Line of business app · TAG · Branch | P2 | Closed | 1.32 hr | 1.3 days | Met |
| ULV728-100609 | 22 Jul 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | — | — | n/a |
| ULV728-100608 | 22 Jul 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 1.08 hr | 2.0 days | Met |
| ULV728-100607 | 21 Jul 2026 | Quote · excluded | Name change request User admin · ML · Remote | P2 | In Progress | — | — | n/a |
| ULV728-100606 | 21 Jul 2026 | Incident | Mailbox delegation Email · KB · Site 2 | P3 | Closed | 0.39 hr | 12.2 hr | Met |
| ULV728-100605 | 20 Jul 2026 | Project · excluded | Screen flickering Hardware · ML · Head Office | P3 | Open | — | — | n/a |
| ULV728-100604 | 20 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Closed | 0.21 hr | 2.0 days | Met |
| ULV728-100603 | 19 Jul 2026 | Project · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| ULV728-100602 | 17 Jul 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 4.34 hr | 2.1 days | Met |
| ULV728-100601 | 16 Jul 2026 | Service Request | Switch port fault Network · TAG · Site 2 | P4 | Closed | 0.49 hr | 15.4 hr | Met |
| ULV728-100600 | 15 Jul 2026 | Change | Restore request Backup · BK · Head Office | P2 | Resolved | 0.83 hr | 2.3 days | Met |
| ULV728-100599 | 15 Jul 2026 | Incident · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | — | — | n/a |
| ULV728-100598 | 14 Jul 2026 | Planned Install · excluded | Handset registration Telephony · TAG · Remote | P3 | In Progress | — | — | n/a |
| ULV728-100597 | 13 Jul 2026 | Project · excluded | Site offline Network · KB · Head Office | P4 | Closed | — | — | n/a |
| ULV728-100596 | 10 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100595 | 10 Jul 2026 | Service Request | Restore request Backup · SE · Branch | P2 | Closed | 4.72 hr | 11.5 hr | Met |
| ULV728-100594 | 09 Jul 2026 | Incident | Message quarantined Email · SE · Remote | P4 | Resolved | 0.87 hr | 0.9 hr | Met |
| ULV728-100593 | 08 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.62 hr | 5.5 hr | Met |
| ULV728-100592 | 07 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 117.50 hr | 2.4 days | Missed |
| ULV728-100591 | 07 Jul 2026 | Incident | Printer offline Printing · AB · Head Office | P3 | Resolved | 2.15 hr | 1.9 days | Met |
| ULV728-100590 | 06 Jul 2026 | Service Request | Leaver process User admin · SE · Branch | P2 | Closed | 0.25 hr | 15.0 hr | Met |
| ULV728-100589 | 03 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Remote | P3 | Closed | 4.48 hr | 1.8 days | Met |
| ULV728-100588 | 03 Jul 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.19 hr | 14.7 hr | Met |
| ULV728-100587 | 01 Jul 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Resolved | 4.86 hr | 19.1 hr | Met |
| ULV728-100586 | 30 Jun 2026 | Incident | Docking station not detected Hardware · KB · Site 2 | P4 | Closed | 9.10 hr | 1.8 days | Missed |
| ULV728-100585 | 30 Jun 2026 | Project · excluded | Message quarantined Email · SE · Branch | P3 | Closed | — | — | n/a |
| ULV728-100584 | 29 Jun 2026 | Service Request | Handset registration Telephony · ML · Remote | P1 | Resolved | 1.40 hr | 11.1 hr | Met |
| ULV728-100583 | 29 Jun 2026 | Project · excluded | New extension setup Telephony · ML · Branch | P3 | Resolved | — | — | n/a |
| ULV728-100582 | 25 Jun 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Closed | 5.34 hr | 18.2 hr | Met |
| ULV728-100581 | 24 Jun 2026 | Incident | Phishing report triage Security · BK · Remote | P3 | Resolved | 0.54 hr | 2.0 days | Met |
| ULV728-100580 | 24 Jun 2026 | Incident | Restore request Backup · BK · Head Office | P4 | Closed | 1.38 hr | 1.0 days | Met |
| ULV728-100579 | 23 Jun 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 0.06 hr | 1.7 days | Met |
| ULV728-100578 | 22 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Site 2 | P3 | Resolved | — | — | n/a |
| ULV728-100577 | 19 Jun 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Resolved | 0.62 hr | 2.3 days | Met |
| ULV728-100576 | 19 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · KB · Head Office | P4 | Closed | 3.28 hr | 1.9 days | Met |
| ULV728-100575 | 18 Jun 2026 | Service Request · excluded | Replacement keyboard Hardware · KB · Head Office | P2 | Resolved | — | — | n/a |
| ULV728-100574 | 18 Jun 2026 | Incident | Docking station not detected Hardware · KB · Head Office | P4 | Resolved | 4.88 hr | 23.4 hr | Met |
| ULV728-100573 | 17 Jun 2026 | Incident | Call quality issue Telephony · AB · Head Office | P2 | Resolved | 5.70 hr | 2.3 days | Met |
| ULV728-100572 | 16 Jun 2026 | Change | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 3.47 hr | 5.0 hr | Met |
| ULV728-100571 | 15 Jun 2026 | Quote · excluded | Licence renewal Line of business app · BK · Head Office | P2 | Closed | — | — | n/a |
| ULV728-100570 | 12 Jun 2026 | Incident | Database timeout Line of business app · AB · Remote | P2 | Closed | 5.17 hr | 3.5 hr | Met |
| ULV728-100569 | 12 Jun 2026 | Service Request | Toner replacement Printing · BK · Head Office | P3 | Closed | 0.73 hr | 2.2 days | Met |
| ULV728-100568 | 11 Jun 2026 | Service Request · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100567 | 10 Jun 2026 | Service Request | New starter setup User admin · SE · Head Office | P3 | Closed | 0.18 hr | 2.3 days | Met |
| ULV728-100566 | 09 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Branch | P4 | Resolved | 0.63 hr | 6.7 hr | Met |
| ULV728-100565 | 08 Jun 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Closed | 2.00 hr | 1.5 days | Met |
| ULV728-100564 | 08 Jun 2026 | Incident · excluded | Application crash on launch Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| ULV728-100563 | 04 Jun 2026 | Project · excluded | Restore request Backup · KB · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100562 | 04 Jun 2026 | Quote · excluded | New extension setup Telephony · ML · Branch | P3 | Resolved | — | — | n/a |
| ULV728-100561 | 03 Jun 2026 | Incident | Retention change Backup · BK · Site 2 | P3 | Resolved | 5.60 hr | 23.4 hr | Met |
| ULV728-100560 | 02 Jun 2026 | Incident | Scan to email failing Printing · KB · Head Office | P4 | Resolved | 0.77 hr | 1.3 hr | Met |
| ULV728-100559 | 02 Jun 2026 | Incident | Handset registration Telephony · KB · Head Office | P2 | Closed | 5.75 hr | 2.3 days | Met |
| ULV728-100558 | 01 Jun 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100557 | 01 Jun 2026 | Incident | New extension setup Telephony · BK · Head Office | P2 | Closed | 3.09 hr | 1.5 days | Met |
| ULV728-100556 | 29 May 2026 | Service Request | Permission change User admin · ML · Head Office | P2 | Closed | 1.46 hr | 1.7 days | Met |
| ULV728-100555 | 29 May 2026 | Incident | Database timeout Line of business app · SE · Head Office | P4 | Resolved | 4.02 hr | 4.5 hr | Met |
| ULV728-100554 | 28 May 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 0.54 hr | 1.1 days | Met |
| ULV728-100553 | 28 May 2026 | Incident | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 6.11 hr | 13.9 hr | Met |
| ULV728-100552 | 27 May 2026 | Incident | Retention change Backup · SE · Remote | P4 | Resolved | 3.90 hr | 2.0 days | Met |
| ULV728-100551 | 27 May 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100550 | 26 May 2026 | Project · excluded | Licence renewal Line of business app · BK · Head Office | P2 | Closed | — | — | n/a |
| ULV728-100549 | 25 May 2026 | Service Request | Message quarantined Email · BK · Head Office | P4 | Resolved | 1.40 hr | 2.4 days | Met |
| ULV728-100548 | 25 May 2026 | Service Request | Backup capacity review Backup · ML · Remote | P4 | Closed | 0.09 hr | 5.2 hr | Met |
| ULV728-100547 | 21 May 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 0.43 hr | 1.8 days | Met |
| ULV728-100546 | 21 May 2026 | Incident · excluded | Docking station not detected Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| ULV728-100545 | 20 May 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | — | — | n/a |
| ULV728-100544 | 19 May 2026 | Incident | Switch port fault Network · BK · Head Office | P4 | Closed | 3.23 hr | 1.4 days | Met |
| ULV728-100543 | 19 May 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P2 | Resolved | 0.56 hr | 20.4 hr | Met |
| ULV728-100542 | 18 May 2026 | Quote · excluded | Permission change User admin · ML · Branch | P3 | Resolved | — | — | n/a |
| ULV728-100541 | 15 May 2026 | Project · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P1 | Resolved | — | — | n/a |
| ULV728-100540 | 15 May 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Closed | 1.14 hr | 1.4 days | Met |
| ULV728-100539 | 14 May 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Site 2 | P3 | Resolved | 4.97 hr | 14.9 hr | Met |
| ULV728-100538 | 14 May 2026 | Incident | Restore request Backup · ML · Head Office | P4 | Resolved | 1.99 hr | 2.3 days | Met |
| ULV728-100537 | 13 May 2026 | Quote · excluded | Distribution list change Email · ML · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100536 | 13 May 2026 | Incident | Call quality issue Telephony · BK · Head Office | P4 | Closed | 1.18 hr | 1.8 days | Met |
| ULV728-100535 | 12 May 2026 | Planned Install · excluded | Restore request Backup · KB · Head Office | P4 | Resolved | — | — | n/a |
| ULV728-100534 | 11 May 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Closed | 0.12 hr | 2.3 days | Met |
| ULV728-100533 | 08 May 2026 | Incident | Printer offline Printing · ML · Branch | P4 | Resolved | 0.88 hr | 2.2 days | Met |
| ULV728-100532 | 07 May 2026 | Quote · excluded | Switch port fault Network · SE · Head Office | P2 | Closed | — | — | n/a |
| ULV728-100531 | 06 May 2026 | Change | Scan to email failing Printing · BK · Head Office | P3 | Closed | 1.30 hr | 12.9 hr | Met |
| ULV728-100530 | 05 May 2026 | Change | Switch port fault Network · SE · Site 2 | P3 | Resolved | 0.33 hr | 1.9 days | Met |
| ULV728-100529 | 04 May 2026 | Project · excluded | New extension setup Telephony · KB · Head Office | P4 | Resolved | — | — | n/a |
| ULV728-100528 | 01 May 2026 | Incident | New printer driver rollout Printing · KB · Branch | P2 | Resolved | 0.88 hr | 2.1 days | Met |
| ULV728-100527 | 01 May 2026 | Change | Voicemail not delivering Telephony · KB · Branch | P3 | Closed | 0.25 hr | 2.3 days | Met |
| ULV728-100526 | 30 Apr 2026 | Service Request | Permission change User admin · ML · Head Office | P2 | Closed | 1.40 hr | 1.4 days | Met |
| ULV728-100525 | 28 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Closed | 6.65 hr | 2.4 days | Met |
| ULV728-100524 | 28 Apr 2026 | Service Request · excluded | New extension setup Telephony · KB · Branch | P3 | Closed | — | — | n/a |
| ULV728-100523 | 27 Apr 2026 | Planned Install · excluded | New extension setup Telephony · SE · Remote | P3 | Closed | — | — | n/a |
| ULV728-100522 | 23 Apr 2026 | Project · excluded | Licence renewal Line of business app · ML · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100521 | 23 Apr 2026 | Change | Suspicious sign-in review Security · AB · Head Office | P4 | Closed | 4.98 hr | 6.7 hr | Met |
| ULV728-100520 | 21 Apr 2026 | Service Request | Slow VPN Network · AB · Head Office | P2 | Closed | 0.83 hr | 21.2 hr | Met |
| ULV728-100519 | 20 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P3 | Closed | 1.10 hr | 1.3 hr | Met |
| ULV728-100518 | 20 Apr 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P3 | Closed | 4.44 hr | 3.2 hr | Met |
| ULV728-100517 | 17 Apr 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P2 | Resolved | — | — | n/a |
| ULV728-100516 | 15 Apr 2026 | Incident | Permission change User admin · KB · Branch | P1 | Closed | 3.65 hr | 17.1 hr | Met |
| ULV728-100515 | 15 Apr 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Closed | 4.82 hr | 1.6 days | Met |
| ULV728-100514 | 14 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 5.08 hr | 1.2 days | Met |
| ULV728-100513 | 14 Apr 2026 | Service Request | Retention change Backup · ML · Head Office | P1 | Closed | 1.49 hr | 13.9 hr | Met |
| ULV728-100512 | 13 Apr 2026 | Service Request | Name change request User admin · SE · Branch | P2 | Closed | 4.28 hr | 1.7 days | Met |
| ULV728-100511 | 13 Apr 2026 | Incident · excluded | Backup job failed Backup · TAG · Head Office | P3 | Resolved | — | — | n/a |
| ULV728-100510 | 10 Apr 2026 | Service Request | Spoofed email reported Email · BK · Head Office | P2 | Closed | 1.32 hr | 23.5 hr | Met |
| ULV728-100509 | 10 Apr 2026 | Incident | Restore request Backup · SE · Head Office | P4 | Closed | 0.30 hr | 11.1 hr | Met |
| ULV728-100508 | 09 Apr 2026 | Quote · excluded | Licence renewal Line of business app · TAG · Site 2 | P1 | Resolved | — | — | n/a |
| ULV728-100507 | 08 Apr 2026 | Quote · excluded | New extension setup Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100506 | 07 Apr 2026 | Service Request | Report not generating Line of business app · TAG · Head Office | P4 | Resolved | 0.23 hr | 1.4 days | Met |
| ULV728-100505 | 03 Apr 2026 | Service Request | Leaver process User admin · BK · Remote | P3 | Closed | 3.57 hr | 16.1 hr | Met |
| ULV728-100504 | 02 Apr 2026 | Service Request | Suspicious sign-in review Security · SE · Remote | P2 | Resolved | 1.28 hr | 1.5 days | Met |
| ULV728-100503 | 02 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P1 | Resolved | 2.26 hr | 6.6 hr | Met |
| ULV728-100502 | 31 Mar 2026 | Service Request | Backup job failed Backup · ML · Head Office | P3 | Closed | 1.31 hr | 1.3 days | Met |
| ULV728-100501 | 31 Mar 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Resolved | 0.11 hr | 2.3 days | Met |
| ULV728-100500 | 30 Mar 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Resolved | 4.03 hr | 1.9 days | Met |
| ULV728-100499 | 30 Mar 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Resolved | 5.96 hr | 2.2 days | Met |
| ULV728-100498 | 27 Mar 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| ULV728-100497 | 27 Mar 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Resolved | 4.94 hr | 1.3 days | Met |
| ULV728-100496 | 26 Mar 2026 | Service Request | Distribution list change Email · TAG · Head Office | P3 | Resolved | 5.59 hr | 2.2 days | Met |
| ULV728-100495 | 26 Mar 2026 | Service Request · excluded | Replacement keyboard Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| ULV728-100494 | 25 Mar 2026 | Incident | Endpoint alert investigation Security · TAG · Head Office | P4 | Closed | 4.42 hr | 2.4 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.