SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 105 records in this selection sit outside that — quotes, projects and planned installs, plus 37 calls billed time and materials. They stay visible for volume context.
Service performance
257 eligible records in this yearAverage first response
3.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
89.8%
25 call(s) over the 8-hour target
First-time fix
71.5%
Where the source records the field
Volume
Contract calls
257
362 calls logged in the period
Off contract
37
£14,039.25 chargeable
Open / closed
11 / 351
Across the selected period
Data-quality gaps
11
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
257
records
- Backup33
- Telephony28
- Hardware27
- User admin27
- Security26
- Microsoft 36525
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 257 | 3.90 hr | 89.8% | 25 | 105 |
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 | 40 | 4.51 hr | 90% | 4 |
| Stacey Thomas | 33 | 3.78 hr | 94% | 2 |
| Anne-Marie Cable | 26 | 4.34 hr | 92% | 2 |
| Kelly Gregory | 25 | 7.35 hr | 71% | 6 |
| (Not recorded) | 23 | 4.91 hr | 86% | 3 |
| Barry Ebbs | 20 | 1.07 hr | 100% | 0 |
| Chloe Dempsey | 19 | 2.34 hr | 94% | 1 |
| Phil Jenkins | 16 | 1.92 hr | 100% | 0 |
| Daniel Blacker | 15 | 3.05 hr | 86% | 2 |
| Damian Armstrong | 13 | 3.93 hr | 92% | 1 |
| Aiden Higgins | 13 | 5.82 hr | 67% | 4 |
| Rachael Parkin | 7 | 3.60 hr | 100% | 0 |
25 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 44.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301393 | Karen Taylor | Dell OptiPlex 7010 | 2026-03-20 10:43 | 52.21 hr | +44.2 | BK | Spoofed email reported |
| 301479 | Stacey Thomas | Dell OptiPlex 7010 | 2026-05-19 12:52 | 46.37 hr | +38.4 | AB | Voicemail not delivering |
| 301403 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-03-27 16:23 | 37.66 hr | +29.7 | BK | Spoofed email reported |
| 301351 | (Not recorded) | Apple iPhone 14 | 2026-02-18 14:50 | 34.66 hr | +26.7 | SE | Screen flickering |
| 301471 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-05-14 12:11 | 34.36 hr | +26.4 | KB | Permission change |
| 301559 | (Not recorded) | Dell Latitude E7470 | 2026-07-08 08:04 | 34.23 hr | +26.2 | ML | Replacement keyboard |
| 301482 | Kelly Gregory | Apple MacBook Pro 14 | 2026-05-21 15:58 | 33.34 hr | +25.3 | ML | Permission change |
| 301299 | Damian Armstrong | Dell Latitude E7470 | 2026-01-15 16:14 | 30.94 hr | +22.9 | SE | Phishing report triage |
| 301286 | Kelly Gregory | Fortinet FortiGate 60F | 2026-01-07 11:51 | 28.82 hr | +20.8 | TAG | Suspicious sign-in review |
| 301396 | Kelly Gregory | Samsung Galaxy S23 | 2026-03-23 13:46 | 27.59 hr | +19.6 | AB | MFA reset |
| 301285 | Aiden Higgins | Dell Wyse 5070 | 2026-01-07 15:13 | 25.23 hr | +17.2 | ML | OneDrive sync conflict |
| 301547 | Kelly Gregory | HP ProDesk 400 G7 | 2026-06-30 10:11 | 21.62 hr | +13.6 | ML | Teams sign-in loop |
| 301283 | Daniel Blacker | Apple iPhone 12 | 2026-01-06 12:46 | 21.11 hr | +13.1 | ML | Replacement keyboard |
| 301353 | Stacey Thomas | Fortinet FortiGate 60F | 2026-02-19 08:04 | 20.24 hr | +12.2 | BK | New extension setup |
| 301538 | Karen Taylor | Dell Latitude 5440 | 2026-06-25 14:21 | 16.52 hr | +8.5 | TAG | Docking station not detected |
| 301341 | Aiden Higgins | Apple iPhone 14 | 2026-02-12 15:10 | 11.21 hr | +3.2 | TAG | New starter setup |
| 301540 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-06-26 16:12 | 11.00 hr | +3.0 | ML | Backup capacity review |
| 301319 | Chloe Dempsey | Ruckus R550 | 2026-01-28 17:54 | 10.87 hr | +2.9 | ML | Voicemail not delivering |
| 301485 | Kelly Gregory | Dell OptiPlex 3050 | 2026-05-22 17:09 | 9.90 hr | +1.9 | BK | Endpoint alert investigation |
| 301605 | Aiden Higgins | Dell Latitude 5440 | 2026-08-08 16:35 | 9.40 hr | +1.4 | KB | Retention change |
| 301408 | Kelly Gregory | Dell Latitude 7420 | 2026-03-31 11:57 | 9.37 hr | +1.4 | AB | Suspicious sign-in review |
| 301590 | Daniel Blacker | Apple MacBook Pro 14 | 2026-07-30 11:32 | 9.31 hr | +1.3 | ML | Call quality issue |
| 301365 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-02-27 15:16 | 8.88 hr | +0.9 | ML | Leaver process |
| 301457 | Karen Taylor | Samsung Galaxy S23 | 2026-05-06 09:23 | 8.76 hr | +0.8 | BK | Phishing report triage |
| 301402 | Aiden Higgins | Dell Latitude E7470 | 2026-03-26 15:13 | 8.48 hr | +0.5 | ML | Name change request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Kelly Gregory | Monitoring / server / security | 10 | 07 Jan 2026 – 15 Jul 2026 |
| Karen Taylor | Email / Microsoft 365 | 9 | 19 Jan 2026 – 24 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 9 | 21 Jan 2026 – 11 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 9 | 03 Mar 2026 – 25 Aug 2026 |
| Karen Taylor | Printing | 8 | 13 Feb 2026 – 21 Aug 2026 |
| Damian Armstrong | Monitoring / server / security | 6 | 02 Jan 2026 – 07 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 6 | 12 Jan 2026 – 19 Aug 2026 |
| Stacey Thomas | Hardware | 6 | 07 Feb 2026 – 14 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 14 | Telephony | 7 | 20 Jan 2026 – 13 Jul 2026 |
| Dell Latitude 7420 | Backup / restore | 6 | 01 Jan 2026 – 05 Aug 2026 |
| Apple iPhone 14 | Monitoring / server / security | 6 | 12 Jan 2026 – 05 Aug 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 6 | 13 Jan 2026 – 15 Jul 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 6 | 10 Feb 2026 – 07 Aug 2026 |
| Apple iPhone 14 | Email / Microsoft 365 | 6 | 26 Mar 2026 – 13 Aug 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 5 | 03 Apr 2026 – 27 Jun 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 4 | 15 Jan 2026 – 19 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
362 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| UPT344-101052 | 25 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P1 | Closed | 3.64 hr | 4.4 hr | Met |
| UPT344-101051 | 24 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Closed | 2.67 hr | 19.7 hr | Met |
| UPT344-101050 | 24 Aug 2026 | Change | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Resolved | 7.06 hr | 9.1 hr | Met |
| UPT344-101049 | 24 Aug 2026 | Planned Install · excluded | Permission change User admin · TAG · Head Office | P3 | Open | — | — | n/a |
| UPT344-101048 | 23 Aug 2026 | Project · excluded | Application crash on launch Line of business app · SE · Remote | P2 | In Progress | — | — | n/a |
| UPT344-101047 | 23 Aug 2026 | Incident | Printer offline Printing · TAG · Remote | P3 | Closed | 1.87 hr | 1.9 days | Met |
| UPT344-101046 | 21 Aug 2026 | Incident | Printer offline Printing · TAG · Remote | P3 | Resolved | 3.85 hr | 2.4 days | Met |
| UPT344-101045 | 20 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P4 | Open | — | — | n/a |
| UPT344-101044 | 19 Aug 2026 | Incident | New starter setup User admin · TAG · Head Office | P2 | Closed | 5.99 hr | 8.8 hr | Met |
| UPT344-101043 | 19 Aug 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P4 | Closed | 0.33 hr | 23.1 hr | Met |
| UPT344-101042 | 18 Aug 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Resolved | 0.45 hr | 8.7 hr | Met |
| UPT344-101041 | 18 Aug 2026 | Service Request | Retention change Backup · TAG · Branch | P2 | Closed | 0.67 hr | 8.6 hr | Met |
| UPT344-101040 | 17 Aug 2026 | Incident | Screen flickering Hardware · AB · Head Office | P4 | Resolved | 1.62 hr | 1.3 days | Met |
| UPT344-101039 | 17 Aug 2026 | Quote · excluded | Restore request Backup · AB · Head Office | P4 | In Progress | — | — | n/a |
| UPT344-101038 | 17 Aug 2026 | Incident | New printer driver rollout Printing · AB · Remote | P3 | Resolved | 4.01 hr | 1.9 days | Met |
| UPT344-101037 | 15 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Remote | P4 | Resolved | 0.15 hr | 1.4 days | Met |
| UPT344-101036 | 15 Aug 2026 | Project · excluded | Printer offline Printing · ML · Remote | P1 | In Progress | — | — | n/a |
| UPT344-101035 | 14 Aug 2026 | Incident | Permission change User admin · ML · Branch | P2 | Closed | 4.12 hr | 1.7 days | Met |
| UPT344-101034 | 14 Aug 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P2 | Closed | 1.39 hr | 2.8 hr | Met |
| UPT344-101033 | 13 Aug 2026 | Incident | New extension setup Telephony · KB · Site 2 | P3 | Closed | 0.88 hr | 12.3 hr | Met |
| UPT344-101032 | 13 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Branch | P1 | Closed | 0.51 hr | 0.3 hr | Met |
| UPT344-101031 | 13 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · TAG · Site 2 | P3 | Closed | 1.38 hr | 1.7 days | Met |
| UPT344-101030 | 12 Aug 2026 | Service Request | Application crash on launch Line of business app · KB · Head Office | P2 | Closed | 1.87 hr | 7.7 hr | Met |
| UPT344-101029 | 11 Aug 2026 | Incident | Switch port fault Network · KB · Branch | P3 | Resolved | 2.34 hr | 2.3 days | Met |
| UPT344-101028 | 11 Aug 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · TAG · Site 2 | P4 | In Progress | — | — | n/a |
| UPT344-101027 | 11 Aug 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Resolved | 0.37 hr | 14.0 hr | Met |
| UPT344-101026 | 10 Aug 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 1.65 hr | 1.0 days | Met |
| UPT344-101025 | 10 Aug 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 5.50 hr | 1.6 days | Met |
| UPT344-101024 | 08 Aug 2026 | Incident | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 0.46 hr | 2.0 days | Met |
| UPT344-101023 | 08 Aug 2026 | Quote · excluded | MFA reset Security · SE · Site 2 | P3 | Open | — | — | n/a |
| UPT344-101022 | 08 Aug 2026 | Change | Retention change Backup · KB · Remote | P4 | Closed | 9.40 hr | 1.6 days | Missed |
| UPT344-101021 | 07 Aug 2026 | Service Request | Distribution list change Email · SE · Remote | P3 | Closed | 0.19 hr | 1.6 days | Met |
| UPT344-101020 | 07 Aug 2026 | Incident | Site offline Network · AB · Branch | P1 | Resolved | 4.12 hr | 14.7 hr | Met |
| UPT344-101019 | 06 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Remote | P3 | Closed | 0.65 hr | 15.6 hr | Met |
| UPT344-101018 | 06 Aug 2026 | Change | Name change request User admin · ML · Branch | P4 | Resolved | 3.22 hr | 1.2 days | Met |
| UPT344-101017 | 06 Aug 2026 | Service Request | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Closed | 3.56 hr | 1.5 days | Met |
| UPT344-101016 | 05 Aug 2026 | Service Request | Phishing report triage Security · BK · Branch | P3 | Closed | 1.00 hr | 2.1 days | Met |
| UPT344-101015 | 05 Aug 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Resolved | 0.25 hr | 1.1 days | Met |
| UPT344-101014 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | 1.27 hr | 5.8 hr | Met |
| UPT344-101013 | 03 Aug 2026 | Incident | Database timeout Line of business app · ML · Remote | P3 | Closed | 0.45 hr | 2.5 days | Met |
| UPT344-101012 | 31 Jul 2026 | Service Request · excluded | Message quarantined Email · TAG · Site 2 | P3 | Closed | — | — | n/a |
| UPT344-101011 | 31 Jul 2026 | Incident | Restore request Backup · BK · Branch | P3 | Closed | 0.76 hr | 17.5 hr | Met |
| UPT344-101010 | 31 Jul 2026 | Service Request | Retention change Backup · KB · Remote | P3 | Closed | 0.70 hr | 2.5 days | Met |
| UPT344-101009 | 30 Jul 2026 | Planned Install · excluded | Call quality issue Telephony · AB · Remote | P3 | In Progress | — | — | n/a |
| UPT344-101008 | 30 Jul 2026 | Incident | Permission change User admin · ML · Head Office | P2 | Closed | 2.08 hr | 12.5 hr | Met |
| UPT344-101007 | 30 Jul 2026 | Service Request | Call quality issue Telephony · ML · Head Office | P3 | Closed | 9.31 hr | 1.2 days | Missed |
| UPT344-101006 | 29 Jul 2026 | Service Request · excluded | Mailbox delegation Email · ML · Branch | P3 | Closed | — | — | n/a |
| UPT344-101005 | 29 Jul 2026 | Service Request | Spoofed email reported Email · BK · Site 2 | P1 | Resolved | 0.21 hr | 2.3 hr | Met |
| UPT344-101004 | 28 Jul 2026 | Service Request | Distribution list change Email · ML · Head Office | P3 | Closed | 0.86 hr | 20.6 hr | Met |
| UPT344-101003 | 28 Jul 2026 | Quote · excluded | Printer offline Printing · SE · Head Office | P2 | In Progress | — | — | n/a |
| UPT344-101002 | 28 Jul 2026 | Planned Install · excluded | Slow VPN Network · TAG · Head Office | P1 | Resolved | — | — | n/a |
| UPT344-101001 | 27 Jul 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Closed | 6.57 hr | 14.4 hr | Met |
| UPT344-101000 | 24 Jul 2026 | Quote · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Open | — | — | n/a |
| UPT344-100999 | 24 Jul 2026 | Incident | Handset registration Telephony · ML · Head Office | P3 | Closed | 3.35 hr | 1.1 days | Met |
| UPT344-100998 | 24 Jul 2026 | Service Request | Message quarantined Email · TAG · Remote | P3 | Closed | 1.70 hr | 1.1 days | Met |
| UPT344-100997 | 23 Jul 2026 | Quote · excluded | Backup capacity review Backup · KB · Head Office | P3 | In Progress | — | — | n/a |
| UPT344-100996 | 23 Jul 2026 | Service Request | Site offline Network · SE · Head Office | P3 | Closed | 1.29 hr | 1.4 days | Met |
| UPT344-100995 | 23 Jul 2026 | Incident | Database timeout Line of business app · KB · Head Office | P4 | Resolved | 4.14 hr | 2.4 days | Met |
| UPT344-100994 | 22 Jul 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Resolved | 5.08 hr | 1.0 days | Met |
| UPT344-100993 | 22 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Closed | 2.87 hr | 1.3 days | Met |
| UPT344-100992 | 21 Jul 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P3 | Resolved | 0.41 hr | 2.3 days | Met |
| UPT344-100991 | 20 Jul 2026 | Service Request | Voicemail not delivering Telephony · TAG · Remote | P4 | Resolved | 1.93 hr | 1.2 days | Met |
| UPT344-100990 | 19 Jul 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 1.91 hr | 2.3 days | Met |
| UPT344-100989 | 19 Jul 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| UPT344-100988 | 17 Jul 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| UPT344-100987 | 17 Jul 2026 | Incident | Site offline Network · TAG · Remote | P3 | Closed | 1.22 hr | 1.8 days | Met |
| UPT344-100986 | 16 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Branch | P4 | Closed | 1.28 hr | 8.9 hr | Met |
| UPT344-100985 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Site 2 | P4 | Resolved | 1.39 hr | 1.8 days | Met |
| UPT344-100984 | 15 Jul 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 5.23 hr | 14.4 hr | Met |
| UPT344-100983 | 15 Jul 2026 | Service Request | MFA reset Security · AB · Head Office | P2 | Resolved | 1.88 hr | 1.8 days | Met |
| UPT344-100982 | 14 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · TAG · Head Office | P3 | Closed | 1.47 hr | 3.8 hr | Met |
| UPT344-100981 | 13 Jul 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 1.48 hr | 2.2 days | Met |
| UPT344-100980 | 13 Jul 2026 | Service Request | Phishing report triage Security · SE · Head Office | P4 | Closed | 0.15 hr | 1.4 days | Met |
| UPT344-100979 | 13 Jul 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Resolved | 2.10 hr | 1.3 days | Met |
| UPT344-100978 | 10 Jul 2026 | Service Request | Switch port fault Network · ML · Site 2 | P1 | Resolved | 6.87 hr | 9.8 hr | Met |
| UPT344-100977 | 09 Jul 2026 | Service Request | Report not generating Line of business app · BK · Remote | P3 | Closed | 0.61 hr | 2.5 days | Met |
| UPT344-100976 | 08 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Branch | P4 | Closed | 34.23 hr | 1.9 days | Missed |
| UPT344-100975 | 08 Jul 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 0.68 hr | 2.3 days | Met |
| UPT344-100974 | 08 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 3.59 hr | 3.2 hr | Met |
| UPT344-100973 | 07 Jul 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Resolved | 0.74 hr | 15.4 hr | Met |
| UPT344-100972 | 06 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P3 | Closed | — | — | n/a |
| UPT344-100971 | 06 Jul 2026 | Incident | Spoofed email reported Email · BK · Head Office | P2 | Resolved | 2.67 hr | 19.6 hr | Met |
| UPT344-100970 | 06 Jul 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Closed | 1.48 hr | 14.1 hr | Met |
| UPT344-100969 | 03 Jul 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 3.52 hr | 1.1 days | Met |
| UPT344-100968 | 02 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P4 | Closed | 3.72 hr | 2.3 days | Met |
| UPT344-100967 | 02 Jul 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 1.13 hr | 2.3 days | Met |
| UPT344-100966 | 01 Jul 2026 | Incident | Licence renewal Line of business app · AB · Branch | P3 | Resolved | 0.60 hr | 2.2 days | Met |
| UPT344-100965 | 01 Jul 2026 | Change | Toner replacement Printing · KB · Branch | P2 | Resolved | 2.04 hr | 22.7 hr | Met |
| UPT344-100964 | 30 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | 21.62 hr | 1.3 days | Missed |
| UPT344-100963 | 30 Jun 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P4 | Closed | 3.40 hr | 16.4 hr | Met |
| UPT344-100962 | 30 Jun 2026 | Project · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| UPT344-100961 | 29 Jun 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 0.18 hr | 12.8 hr | Met |
| UPT344-100960 | 29 Jun 2026 | Quote · excluded | Call quality issue Telephony · AB · Branch | P3 | Closed | — | — | n/a |
| UPT344-100959 | 29 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P3 | Resolved | 0.60 hr | 2.4 days | Met |
| UPT344-100958 | 27 Jun 2026 | Incident | Phishing report triage Security · KB · Head Office | P3 | Resolved | 2.73 hr | 2.9 hr | Met |
| UPT344-100957 | 26 Jun 2026 | Incident | Backup capacity review Backup · ML · Remote | P4 | Closed | 11.00 hr | 16.3 hr | Missed |
| UPT344-100956 | 25 Jun 2026 | Incident | Handset registration Telephony · AB · Branch | P2 | Closed | 1.90 hr | 1.8 days | Met |
| UPT344-100955 | 25 Jun 2026 | Service Request | Docking station not detected Hardware · TAG · Remote | P3 | Resolved | 16.52 hr | 3.6 hr | Missed |
| UPT344-100954 | 24 Jun 2026 | Service Request | Handset registration Telephony · KB · Head Office | P4 | Resolved | 0.52 hr | 12.5 hr | Met |
| UPT344-100953 | 24 Jun 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P3 | Resolved | — | — | n/a |
| UPT344-100952 | 24 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| UPT344-100951 | 23 Jun 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P2 | Resolved | — | — | n/a |
| UPT344-100950 | 23 Jun 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Closed | 0.19 hr | 19.8 hr | Met |
| UPT344-100949 | 22 Jun 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Closed | 1.07 hr | 1.8 days | Met |
| UPT344-100948 | 22 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P2 | Closed | 0.91 hr | 2.4 days | Met |
| UPT344-100947 | 22 Jun 2026 | Incident | Report not generating Line of business app · AB · Head Office | P3 | Resolved | 0.59 hr | 2.4 days | Met |
| UPT344-100946 | 19 Jun 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · BK · Branch | P2 | Closed | — | — | n/a |
| UPT344-100945 | 19 Jun 2026 | Incident | Site offline Network · BK · Head Office | P2 | Resolved | 2.79 hr | 2.2 days | Met |
| UPT344-100944 | 19 Jun 2026 | Change | Retention change Backup · KB · Head Office | P3 | Resolved | — | — | n/a |
| UPT344-100943 | 18 Jun 2026 | Project · excluded | Backup job failed Backup · BK · Branch | P3 | Closed | — | — | n/a |
| UPT344-100942 | 18 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Resolved | 2.05 hr | 2.2 days | Met |
| UPT344-100941 | 18 Jun 2026 | Change | Scan to email failing Printing · TAG · Remote | P3 | Closed | 0.14 hr | 2.1 days | Met |
| UPT344-100940 | 17 Jun 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Resolved | 0.66 hr | 1.8 days | Met |
| UPT344-100939 | 16 Jun 2026 | Service Request | Laptop will not boot Hardware · SE · Remote | P3 | Closed | 0.63 hr | 1.4 days | Met |
| UPT344-100938 | 15 Jun 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P4 | Closed | 1.53 hr | 1.6 days | Met |
| UPT344-100937 | 14 Jun 2026 | Change | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 1.40 hr | 1.6 days | Met |
| UPT344-100936 | 12 Jun 2026 | Quote · excluded | Name change request User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| UPT344-100935 | 12 Jun 2026 | Change | Report not generating Line of business app · AB · Remote | P2 | Resolved | 1.41 hr | 1.9 days | Met |
| UPT344-100934 | 11 Jun 2026 | Incident | New starter setup User admin · BK · Head Office | P4 | Closed | 1.12 hr | 1.4 days | Met |
| UPT344-100933 | 11 Jun 2026 | Incident | Database timeout Line of business app · KB · Head Office | P2 | Closed | 0.40 hr | 8.4 hr | Met |
| UPT344-100932 | 10 Jun 2026 | Change | Licence renewal Line of business app · BK · Head Office | P3 | Resolved | 5.67 hr | 2.1 days | Met |
| UPT344-100931 | 10 Jun 2026 | Change | Toner replacement Printing · ML · Branch | P2 | Closed | 0.92 hr | 2.0 hr | Met |
| UPT344-100930 | 09 Jun 2026 | Incident · excluded | Mailbox delegation Email · ML · Head Office | P2 | Resolved | — | — | n/a |
| UPT344-100929 | 09 Jun 2026 | Service Request | Screen flickering Hardware · TAG · Branch | P3 | Closed | 0.08 hr | 10.0 hr | Met |
| UPT344-100928 | 08 Jun 2026 | Incident · excluded | New extension setup Telephony · TAG · Remote | P4 | Resolved | — | — | n/a |
| UPT344-100927 | 05 Jun 2026 | Service Request | Distribution list change Email · ML · Remote | P4 | Resolved | 4.02 hr | 11.5 hr | Met |
| UPT344-100926 | 05 Jun 2026 | Incident | Database timeout Line of business app · TAG · Branch | P4 | Closed | 3.94 hr | 2.3 days | Met |
| UPT344-100925 | 04 Jun 2026 | Project · excluded | New extension setup Telephony · TAG · Head Office | P2 | Resolved | — | — | n/a |
| UPT344-100924 | 03 Jun 2026 | Service Request | Restore request Backup · TAG · Site 2 | P3 | Resolved | 1.26 hr | 15.5 hr | Met |
| UPT344-100923 | 03 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | — | — | n/a |
| UPT344-100922 | 03 Jun 2026 | Change | Backup capacity review Backup · TAG · Head Office | P3 | Closed | 6.69 hr | 2.1 days | Met |
| UPT344-100921 | 02 Jun 2026 | Service Request | Site offline Network · KB · Branch | P4 | Closed | 5.07 hr | 18.0 hr | Met |
| UPT344-100920 | 02 Jun 2026 | Incident · excluded | Docking station not detected Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| UPT344-100919 | 01 Jun 2026 | Incident | MFA reset Security · AB · Head Office | P2 | Resolved | 0.17 hr | 1.1 days | Met |
| UPT344-100918 | 01 Jun 2026 | Service Request | New starter setup User admin · TAG · Head Office | P2 | Closed | 1.87 hr | 1.1 days | Met |
| UPT344-100917 | 31 May 2026 | Incident | Mailbox delegation Email · AB · Branch | P3 | Closed | 3.34 hr | 15.0 hr | Met |
| UPT344-100916 | 29 May 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 1.21 hr | 5.9 hr | Met |
| UPT344-100915 | 29 May 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Branch | P3 | Closed | 1.12 hr | 1.2 days | Met |
| UPT344-100914 | 28 May 2026 | Service Request | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 0.35 hr | 2.0 days | Met |
| UPT344-100913 | 28 May 2026 | Incident | Slow VPN Network · SE · Head Office | P1 | Closed | 1.20 hr | 13.8 hr | Met |
| UPT344-100912 | 27 May 2026 | Incident | Message quarantined Email · BK · Head Office | P4 | Resolved | 1.19 hr | 20.6 hr | Met |
| UPT344-100911 | 27 May 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P4 | Closed | 5.81 hr | 8.4 hr | Met |
| UPT344-100910 | 27 May 2026 | Incident | New starter setup User admin · ML · Head Office | P2 | Closed | 2.06 hr | 2.0 hr | Met |
| UPT344-100909 | 26 May 2026 | Incident | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 4.19 hr | 2.3 days | Met |
| UPT344-100908 | 26 May 2026 | Service Request | Handset registration Telephony · TAG · Remote | P3 | Resolved | 2.31 hr | 1.1 days | Met |
| UPT344-100907 | 25 May 2026 | Service Request · excluded | Replacement keyboard Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| UPT344-100906 | 25 May 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P3 | Resolved | — | — | n/a |
| UPT344-100905 | 25 May 2026 | Quote · excluded | Report not generating Line of business app · AB · Remote | P3 | Closed | — | — | n/a |
| UPT344-100904 | 24 May 2026 | Incident | Message quarantined Email · TAG · Head Office | P4 | Closed | 1.00 hr | 1.8 days | Met |
| UPT344-100903 | 22 May 2026 | Service Request | Slow VPN Network · ML · Head Office | P3 | Closed | 0.64 hr | 9.3 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.