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Upton Dental Services

UPT094ActiveManaged contract

uptondental.co.uk · Healthcare · Account manager Dan Okafor

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy2 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. 3 records in this selection sit outside that — quotes, projects and planned installs, plus 3 calls billed time and materials. They stay visible for volume context.

Service performance

24 eligible records in this year
Average first response
1.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
95.7%
1 call(s) over the 8-hour target
First-time fix
91.7%
Where the source records the field

Volume

Contract calls
24
27 calls logged in the period
Off contract
3
£640.5 chargeable
Open / closed
0 / 27
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

24
records
  • Hardware6
  • User admin3
  • Microsoft 3653
  • Line of business app3
  • Network2
  • Security2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026241.86 hr95.7%13

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
Chloe Dempsey40.63 hr100%0
Rachael Parkin44.68 hr75%1
Barry Ebbs43.49 hr100%0
(Not recorded)20.42 hr100%0
Damian Armstrong21.16 hr100%0
Aiden Higgins10.73 hr100%0
Kelly Gregory11.00 hr100%0
Anne-Marie Cable10.85 hr100%0
Stacey Thomas11.74 hr100%0
Daniel Blacker10.75 hr100%0
Phil Jenkins11.35 hr100%0
Karen Taylor10.39 hr100%0

1 contract calls missed the 8-hour target

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

Longest 5.7 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
305413Rachael ParkinDell OptiPlex 30502026-02-17 17:3113.73 hr+5.7SEOutlook not syncing

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Barry EbbsHardware304 Mar 2026 – 04 Aug 2026

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
UPT094-10007217 Aug 2026IncidentLicence renewal
Line of business app · BK · Branch
P3Closed1.67 hr1.4 daysMet
UPT094-10007104 Aug 2026Service RequestReplacement keyboard
Hardware · SE · Branch
P3Resolved——n/a
UPT094-10007003 Aug 2026IncidentLaptop will not boot
Hardware · AB · Head Office
P1Resolved0.98 hr5.0 hrMet
UPT094-10006920 Jul 2026Incident · excludedOneDrive sync conflict
Microsoft 365 · AB · Head Office
P3Closed——n/a
UPT094-10006810 Jul 2026Service RequestPrinter offline
Printing · KB · Branch
P4Closed4.57 hr9.5 hrMet
UPT094-10006730 Jun 2026Service RequestScreen flickering
Hardware · AB · Head Office
P1Resolved1.01 hr7.4 hrMet
UPT094-10006612 Jun 2026Incident · excludedToner replacement
Printing · TAG · Head Office
P3Closed——n/a
UPT094-10006510 Jun 2026IncidentBackup capacity review
Backup · KB · Head Office
P3Closed0.39 hr2.3 daysMet
UPT094-10006409 Jun 2026IncidentOutlook not syncing
Microsoft 365 · SE · Head Office
P3Closed0.64 hr22.8 hrMet
UPT094-10006304 Jun 2026Service RequestMailbox delegation
Email · BK · Head Office
P3Closed0.64 hr3.8 hrMet
UPT094-10006229 May 2026Service RequestDocking station not detected
Hardware · KB · Site 2
P4Closed1.35 hr1.1 daysMet
UPT094-10006125 May 2026ChangeDistribution list change
Email · TAG · Head Office
P4Closed0.99 hr1.3 daysMet
UPT094-10006004 May 2026IncidentSuspicious sign-in review
Security · ML · Head Office
P4Resolved0.37 hr1.8 daysMet
UPT094-10005906 Apr 2026IncidentDatabase timeout
Line of business app · ML · Remote
P2Closed0.75 hr1.0 daysMet
UPT094-10005831 Mar 2026IncidentReplacement keyboard
Hardware · KB · Head Office
P4Closed0.63 hr1.6 daysMet
UPT094-10005726 Mar 2026Change · excludedLicence renewal
Line of business app · ML · Branch
P4Resolved——n/a
UPT094-10005625 Mar 2026Service RequestLicence renewal
Line of business app · SE · Head Office
P3Closed4.71 hr2.3 daysMet
UPT094-10005510 Mar 2026IncidentPhishing report triage
Security · TAG · Head Office
P1Closed0.21 hr4.0 hrMet
UPT094-10005404 Mar 2026IncidentScreen flickering
Hardware · AB · Head Office
P2Resolved4.77 hr1.4 hrMet
UPT094-10005317 Feb 2026ChangeOutlook not syncing
Microsoft 365 · SE · Head Office
P3Resolved13.73 hr1.6 daysMissed
UPT094-10005216 Feb 2026Service RequestLeaver process
User admin · SE · Site 2
P3Resolved1.74 hr2.3 daysMet
UPT094-10005113 Feb 2026IncidentLeaver process
User admin · TAG · Head Office
P3Resolved0.13 hr2.2 daysMet
UPT094-10005003 Feb 2026Service RequestNew extension setup
Telephony · SE · Head Office
P3Closed0.85 hr1.0 daysMet
UPT094-10004929 Jan 2026IncidentSwitch port fault
Network · SE · Remote
P2Closed1.00 hr1.4 hrMet
UPT094-10004826 Jan 2026Service RequestOutlook not syncing
Microsoft 365 · ML · Branch
P4Resolved0.73 hr2.5 daysMet
UPT094-10004714 Jan 2026Service RequestSite offline
Network · SE · Branch
P4Closed0.30 hr2.0 daysMet
UPT094-10004601 Jan 2026Service RequestLeaver process
User admin · TAG · Site 2
P3Closed0.51 hr1.8 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.