SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 36 records in this selection sit outside that — quotes, projects and planned installs, plus 18 calls billed time and materials. They stay visible for volume context.
Service performance
98 eligible records in this yearAverage first response
7.2 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
86.2%
13 call(s) over the 8-hour target
First-time fix
72.2%
Where the source records the field
Volume
Contract calls
98
134 calls logged in the period
Off contract
18
£4,509.75 chargeable
Open / closed
2 / 132
Across the selected period
Data-quality gaps
4
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
98
records
- Email14
- Security13
- Telephony13
- User admin12
- Backup11
- Network10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 98 | 7.19 hr | 86.2% | 13 | 36 |
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 | 14 | 8.91 hr | 92% | 1 |
| (Not recorded) | 13 | 3.44 hr | 92% | 1 |
| Chloe Dempsey | 9 | 1.40 hr | 100% | 0 |
| Stacey Thomas | 8 | 3.57 hr | 88% | 1 |
| Aiden Higgins | 8 | 4.34 hr | 88% | 1 |
| Anne-Marie Cable | 8 | 1.11 hr | 100% | 0 |
| Rachael Parkin | 7 | 20.46 hr | 71% | 2 |
| Kelly Gregory | 7 | 1.94 hr | 100% | 0 |
| Barry Ebbs | 6 | 5.45 hr | 83% | 1 |
| Damian Armstrong | 5 | 26.13 hr | 80% | 1 |
| Daniel Blacker | 5 | 14.82 hr | 50% | 2 |
| Julie Herbert | 4 | 12.75 hr | 25% | 3 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 112.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 301871 | Damian Armstrong | Apple MacBook Pro 14 | 2026-04-01 10:43 | 120.59 hr | +112.6 | BK | Suspicious sign-in review |
| 301844 | Karen Taylor | Dell Latitude 5440 | 2026-02-11 10:27 | 92.26 hr | +84.3 | SE | Backup capacity review |
| 301877 | Rachael Parkin | Apple iPhone 12 | 2026-04-14 12:15 | 73.62 hr | +65.6 | ML | Message quarantined |
| 301912 | Rachael Parkin | Apple iPhone 14 | 2026-06-12 09:53 | 59.42 hr | +51.4 | BK | Leaver process |
| 301837 | Daniel Blacker | HP EliteBook 840 G9 | 2026-01-28 08:31 | 44.51 hr | +36.5 | BK | Spoofed email reported |
| 301847 | Julie Herbert | Dell OptiPlex 3050 | 2026-02-18 10:36 | 28.79 hr | +20.8 | BK | New starter setup |
| 301939 | Barry Ebbs | Apple MacBook Pro 14 | 2026-07-28 16:58 | 24.22 hr | +16.2 | KB | Screen flickering |
| 301884 | Aiden Higgins | Apple MacBook Pro 14 | 2026-04-27 08:53 | 21.92 hr | +13.9 | AB | Retention change |
| 301930 | Stacey Thomas | Dell OptiPlex 3050 | 2026-07-15 08:26 | 11.63 hr | +3.6 | TAG | Spoofed email reported |
| 301936 | Julie Herbert | Dell OptiPlex 3050 | 2026-07-23 08:55 | 10.83 hr | +2.8 | KB | Retention change |
| 301920 | (Not recorded) | HPE ProLiant DL380 Gen10 | 2026-06-24 13:01 | 10.13 hr | +2.1 | AB | Permission change |
| 301896 | Julie Herbert | HP EliteBook 840 G9 | 2026-05-19 13:16 | 9.10 hr | +1.1 | SE | Voicemail not delivering |
| 301863 | Daniel Blacker | Apple iPhone 12 | 2026-03-16 09:33 | 8.10 hr | +0.1 | ML | Spoofed email reported |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | User administration | 4 | 08 Jan 2026 – 27 Jul 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 02 Jan 2026 – 29 May 2026 |
| Daniel Blacker | Monitoring / server / security | 3 | 12 Jan 2026 – 03 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 06 Feb 2026 – 07 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 10 Feb 2026 – 22 Jul 2026 |
| Karen Taylor | Backup / restore | 3 | 11 Feb 2026 – 01 May 2026 |
| Anne-Marie Cable | Telephony | 3 | 20 Feb 2026 – 19 Aug 2026 |
| (Not recorded) | Email / Microsoft 365 | 3 | 20 Mar 2026 – 18 Jun 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 12 | Email / Microsoft 365 | 4 | 01 Jan 2026 – 17 Jun 2026 |
| HP ProBook 450 G6 | User administration | 3 | 24 Jan 2026 – 31 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 17 Feb 2026 – 18 Aug 2026 |
| HP ProDesk 400 G7 | Email / Microsoft 365 | 3 | 28 Apr 2026 – 17 Jul 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 3 | 15 Jun 2026 – 15 Aug 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
134 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| VAN021-100391 | 25 Aug 2026 | Service Request | Backup capacity review Backup · SE · Remote | P1 | Closed | 0.76 hr | 9.9 hr | Met |
| VAN021-100390 | 23 Aug 2026 | Incident | Phishing report triage Security · BK · Head Office | P2 | Closed | 5.31 hr | 3.8 hr | Met |
| VAN021-100389 | 21 Aug 2026 | Incident | Call quality issue Telephony · TAG · Site 2 | P3 | In Progress | — | — | n/a |
| VAN021-100388 | 20 Aug 2026 | Change | Replacement keyboard Hardware · AB · Head Office | P3 | Resolved | 0.56 hr | 1.4 days | Met |
| VAN021-100387 | 19 Aug 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 0.33 hr | 1.8 days | Met |
| VAN021-100386 | 18 Aug 2026 | Incident | Slow VPN Network · BK · Branch | P4 | Closed | 0.97 hr | 23.7 hr | Met |
| VAN021-100385 | 15 Aug 2026 | Service Request | Message quarantined Email · SE · Remote | P4 | Resolved | 1.14 hr | 5.4 hr | Met |
| VAN021-100384 | 14 Aug 2026 | Incident | Scan to email failing Printing · AB · Remote | P2 | Closed | 1.45 hr | 1.9 days | Met |
| VAN021-100383 | 12 Aug 2026 | Planned Install · excluded | MFA reset Security · SE · Branch | P4 | Resolved | — | — | n/a |
| VAN021-100382 | 11 Aug 2026 | Incident · excluded | Slow VPN Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| VAN021-100381 | 10 Aug 2026 | Incident | Restore request Backup · AB · Remote | P2 | Closed | 0.63 hr | 1.3 hr | Met |
| VAN021-100380 | 07 Aug 2026 | Incident | Suspicious sign-in review Security · KB · Site 2 | P3 | Closed | 0.39 hr | 11.8 hr | Met |
| VAN021-100379 | 06 Aug 2026 | Incident · excluded | Scan to email failing Printing · ML · Head Office | P2 | Closed | — | — | n/a |
| VAN021-100378 | 05 Aug 2026 | Incident | Restore request Backup · BK · Branch | P4 | Closed | 0.93 hr | 8.0 hr | Met |
| VAN021-100377 | 03 Aug 2026 | Change | Site offline Network · BK · Branch | P4 | Closed | — | — | n/a |
| VAN021-100376 | 31 Jul 2026 | Service Request | Leaver process User admin · KB · Head Office | P1 | Resolved | 7.15 hr | 9.7 hr | Met |
| VAN021-100375 | 30 Jul 2026 | Service Request | Database timeout Line of business app · BK · Remote | P3 | Closed | 3.59 hr | 0.7 hr | Met |
| VAN021-100374 | 28 Jul 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 24.22 hr | 16.8 hr | Missed |
| VAN021-100373 | 27 Jul 2026 | Incident | Leaver process User admin · SE · Branch | P4 | Closed | 1.46 hr | 1.1 days | Met |
| VAN021-100372 | 24 Jul 2026 | Service Request · excluded | Screen flickering Hardware · AB · Head Office | P4 | Closed | — | — | n/a |
| VAN021-100371 | 23 Jul 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 10.83 hr | 2.5 days | Missed |
| VAN021-100370 | 22 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · AB · Remote | P4 | Closed | 1.02 hr | 2.4 days | Met |
| VAN021-100369 | 21 Jul 2026 | Incident | Leaver process User admin · ML · Branch | P2 | Resolved | 1.02 hr | 2.0 days | Met |
| VAN021-100368 | 20 Jul 2026 | Quote · excluded | Spoofed email reported Email · SE · Remote | P2 | Resolved | — | — | n/a |
| VAN021-100367 | 17 Jul 2026 | Incident | Spoofed email reported Email · AB · Branch | P2 | Closed | 0.83 hr | 1.0 days | Met |
| VAN021-100366 | 16 Jul 2026 | Quote · excluded | Permission change User admin · BK · Head Office | P3 | In Progress | — | — | n/a |
| VAN021-100365 | 15 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Head Office | P3 | Resolved | 11.63 hr | 1.2 days | Missed |
| VAN021-100364 | 13 Jul 2026 | Incident | Mailbox delegation Email · TAG · Remote | P3 | Closed | 4.87 hr | 2.4 days | Met |
| VAN021-100363 | 10 Jul 2026 | Incident · excluded | Message quarantined Email · SE · Head Office | P4 | Resolved | — | — | n/a |
| VAN021-100362 | 08 Jul 2026 | Project · excluded | Message quarantined Email · TAG · Branch | P3 | Resolved | — | — | n/a |
| VAN021-100361 | 07 Jul 2026 | Service Request | Name change request User admin · AB · Head Office | P2 | Closed | 1.40 hr | 8.5 hr | Met |
| VAN021-100360 | 06 Jul 2026 | Incident · excluded | Replacement keyboard Hardware · SE · Remote | P2 | Closed | — | — | n/a |
| VAN021-100359 | 01 Jul 2026 | Service Request | Backup job failed Backup · AB · Head Office | P3 | Closed | 4.79 hr | 1.6 days | Met |
| VAN021-100358 | 30 Jun 2026 | Incident | New extension setup Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100357 | 29 Jun 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 1.45 hr | 1.2 days | Met |
| VAN021-100356 | 28 Jun 2026 | Incident | Switch port fault Network · SE · Remote | P4 | Resolved | 4.20 hr | 18.3 hr | Met |
| VAN021-100355 | 24 Jun 2026 | Incident | Permission change User admin · AB · Branch | P4 | Resolved | 10.13 hr | 2.4 days | Missed |
| VAN021-100354 | 23 Jun 2026 | Service Request | Application crash on launch Line of business app · ML · Head Office | P2 | Closed | 0.28 hr | 4.4 hr | Met |
| VAN021-100353 | 22 Jun 2026 | Incident · excluded | Docking station not detected Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| VAN021-100352 | 18 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · ML · Site 2 | P4 | Resolved | 4.45 hr | 11.9 hr | Met |
| VAN021-100351 | 17 Jun 2026 | Service Request | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 4.86 hr | 3.3 hr | Met |
| VAN021-100350 | 16 Jun 2026 | Incident | Message quarantined Email · BK · Head Office | P2 | Closed | 5.51 hr | 4.5 hr | Met |
| VAN021-100349 | 15 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P3 | Resolved | 2.34 hr | 1.6 days | Met |
| VAN021-100348 | 14 Jun 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P4 | Closed | 1.46 hr | 21.2 hr | Met |
| VAN021-100347 | 12 Jun 2026 | Change | Leaver process User admin · BK · Head Office | P2 | Closed | 59.42 hr | 22.5 hr | Missed |
| VAN021-100346 | 11 Jun 2026 | Quote · excluded | Distribution list change Email · BK · Branch | P4 | Resolved | — | — | n/a |
| VAN021-100345 | 10 Jun 2026 | Service Request · excluded | Switch port fault Network · TAG · Remote | P3 | Closed | — | — | n/a |
| VAN021-100344 | 09 Jun 2026 | Project · excluded | Permission change User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100343 | 08 Jun 2026 | Service Request | Call quality issue Telephony · ML · Remote | P3 | Closed | 0.34 hr | 2.8 hr | Met |
| VAN021-100342 | 05 Jun 2026 | Service Request | Slow VPN Network · SE · Remote | P3 | Resolved | 0.12 hr | 1.1 days | Met |
| VAN021-100341 | 04 Jun 2026 | Incident | Call quality issue Telephony · SE · Branch | P3 | Closed | 0.17 hr | 7.2 hr | Met |
| VAN021-100340 | 03 Jun 2026 | Quote · excluded | Restore request Backup · BK · Branch | P3 | Closed | — | — | n/a |
| VAN021-100339 | 02 Jun 2026 | Service Request | Handset registration Telephony · AB · Branch | P2 | Resolved | 5.14 hr | 1.7 days | Met |
| VAN021-100338 | 01 Jun 2026 | Incident | Suspicious sign-in review Security · KB · Remote | P1 | Closed | 0.97 hr | 7.6 hr | Met |
| VAN021-100337 | 29 May 2026 | Incident | Switch port fault Network · KB · Head Office | P2 | Resolved | 0.78 hr | 3.8 hr | Met |
| VAN021-100336 | 28 May 2026 | Service Request | Backup capacity review Backup · SE · Remote | P3 | Closed | 2.89 hr | 1.3 days | Met |
| VAN021-100335 | 26 May 2026 | Service Request | Site offline Network · AB · Remote | P2 | Closed | 0.96 hr | 1.8 days | Met |
| VAN021-100334 | 22 May 2026 | Quote · excluded | Permission change User admin · ML · Branch | P2 | Closed | — | — | n/a |
| VAN021-100333 | 21 May 2026 | Quote · excluded | Toner replacement Printing · ML · Head Office | P2 | Resolved | — | — | n/a |
| VAN021-100332 | 20 May 2026 | Service Request | New printer driver rollout Printing · SE · Head Office | P3 | Closed | 0.59 hr | 8.9 hr | Met |
| VAN021-100331 | 19 May 2026 | Service Request | Voicemail not delivering Telephony · SE · Head Office | P3 | Closed | 9.10 hr | 2.0 days | Missed |
| VAN021-100330 | 18 May 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 0.53 hr | 21.9 hr | Met |
| VAN021-100329 | 14 May 2026 | Incident | Endpoint alert investigation Security · AB · Site 2 | P4 | Closed | 1.38 hr | 6.6 hr | Met |
| VAN021-100328 | 13 May 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Closed | 5.78 hr | 2.4 days | Met |
| VAN021-100327 | 09 May 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P3 | Closed | 1.13 hr | 17.0 hr | Met |
| VAN021-100326 | 07 May 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P2 | Closed | 0.96 hr | 1.8 days | Met |
| VAN021-100325 | 06 May 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.69 hr | 2.5 days | Met |
| VAN021-100324 | 05 May 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P4 | Closed | — | — | n/a |
| VAN021-100323 | 04 May 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 1.22 hr | 2.3 days | Met |
| VAN021-100322 | 01 May 2026 | Incident | Retention change Backup · TAG · Site 2 | P3 | Closed | 0.70 hr | 1.3 days | Met |
| VAN021-100321 | 30 Apr 2026 | Incident · excluded | New extension setup Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| VAN021-100320 | 28 Apr 2026 | Incident | Message quarantined Email · TAG · Head Office | P3 | Closed | 5.10 hr | 1.7 days | Met |
| VAN021-100319 | 27 Apr 2026 | Incident | Retention change Backup · AB · Head Office | P3 | Closed | 21.92 hr | 5.0 hr | Missed |
| VAN021-100318 | 24 Apr 2026 | Service Request | Database timeout Line of business app · ML · Branch | P3 | Resolved | 4.05 hr | 1.8 days | Met |
| VAN021-100317 | 23 Apr 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P4 | Resolved | 3.78 hr | 1.5 days | Met |
| VAN021-100316 | 21 Apr 2026 | Incident | Site offline Network · SE · Head Office | P2 | Resolved | 0.90 hr | 14.2 hr | Met |
| VAN021-100315 | 20 Apr 2026 | Quote · excluded | Backup capacity review Backup · SE · Head Office | P4 | Closed | — | — | n/a |
| VAN021-100314 | 16 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P4 | Closed | 0.16 hr | 1.5 days | Met |
| VAN021-100313 | 15 Apr 2026 | Incident | Call quality issue Telephony · AB · Site 2 | P4 | Closed | 0.61 hr | 2.1 days | Met |
| VAN021-100312 | 14 Apr 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Resolved | 73.62 hr | 2.0 days | Missed |
| VAN021-100311 | 09 Apr 2026 | Service Request · excluded | Replacement keyboard Hardware · ML · Branch | P3 | Resolved | — | — | n/a |
| VAN021-100310 | 07 Apr 2026 | Incident | Backup capacity review Backup · ML · Head Office | P3 | Closed | 1.40 hr | 1.6 days | Met |
| VAN021-100309 | 06 Apr 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 1.40 hr | 2.0 days | Met |
| VAN021-100308 | 03 Apr 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P4 | Closed | 2.68 hr | 1.7 days | Met |
| VAN021-100307 | 02 Apr 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · TAG · Branch | P3 | Closed | — | — | n/a |
| VAN021-100306 | 01 Apr 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P1 | Resolved | 120.59 hr | 10.6 hr | Missed |
| VAN021-100305 | 31 Mar 2026 | Incident | Call quality issue Telephony · SE · Head Office | P2 | Closed | 0.29 hr | 1.1 days | Met |
| VAN021-100304 | 30 Mar 2026 | Service Request | New extension setup Telephony · SE · Head Office | P3 | Closed | 0.90 hr | 19.8 hr | Met |
| VAN021-100303 | 25 Mar 2026 | Service Request | Switch port fault Network · TAG · Head Office | P2 | Resolved | 2.24 hr | 6.9 hr | Met |
| VAN021-100302 | 24 Mar 2026 | Service Request · excluded | Laptop will not boot Hardware · AB · Remote | P4 | Closed | — | — | n/a |
| VAN021-100301 | 23 Mar 2026 | Change · excluded | Screen flickering Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100300 | 20 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Site 2 | P3 | Closed | 4.68 hr | 1.8 days | Met |
| VAN021-100299 | 18 Mar 2026 | Incident | Slow VPN Network · AB · Branch | P3 | Resolved | 4.54 hr | 2.0 days | Met |
| VAN021-100298 | 16 Mar 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Closed | 8.10 hr | 1.4 days | Missed |
| VAN021-100297 | 13 Mar 2026 | Quote · excluded | Slow VPN Network · TAG · Branch | P3 | Resolved | — | — | n/a |
| VAN021-100296 | 12 Mar 2026 | Service Request | Printer offline Printing · ML · Branch | P3 | Resolved | 1.30 hr | 1.1 days | Met |
| VAN021-100295 | 10 Mar 2026 | Incident · excluded | Report not generating Line of business app · AB · Branch | P3 | Resolved | — | — | n/a |
| VAN021-100294 | 09 Mar 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Closed | 0.30 hr | 2.3 days | Met |
| VAN021-100293 | 06 Mar 2026 | Service Request | Toner replacement Printing · BK · Head Office | P2 | Closed | — | — | n/a |
| VAN021-100292 | 05 Mar 2026 | Incident | Endpoint alert investigation Security · SE · Remote | P3 | Resolved | 0.57 hr | 1.9 days | Met |
| VAN021-100291 | 04 Mar 2026 | Incident · excluded | Switch port fault Network · KB · Remote | P4 | Resolved | — | — | n/a |
| VAN021-100290 | 03 Mar 2026 | Quote · excluded | Handset registration Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| VAN021-100289 | 02 Mar 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P4 | Closed | 0.54 hr | 2.1 days | Met |
| VAN021-100288 | 27 Feb 2026 | Project · excluded | Licence renewal Line of business app · TAG · Branch | P3 | Resolved | — | — | n/a |
| VAN021-100287 | 25 Feb 2026 | Service Request · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100286 | 24 Feb 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| VAN021-100285 | 23 Feb 2026 | Project · excluded | Suspicious sign-in review Security · AB · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100284 | 20 Feb 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P2 | Resolved | 1.29 hr | 1.3 days | Met |
| VAN021-100283 | 19 Feb 2026 | Incident · excluded | Permission change User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| VAN021-100282 | 18 Feb 2026 | Change | New starter setup User admin · BK · Remote | P3 | Resolved | 28.79 hr | 2.3 days | Missed |
| VAN021-100281 | 17 Feb 2026 | Change | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 0.54 hr | 1.6 days | Met |
| VAN021-100280 | 12 Feb 2026 | Service Request | Permission change User admin · AB · Head Office | P3 | Closed | 2.72 hr | 2.2 days | Met |
| VAN021-100279 | 11 Feb 2026 | Service Request | Backup capacity review Backup · SE · Branch | P3 | Closed | 92.26 hr | 2.5 days | Missed |
| VAN021-100278 | 10 Feb 2026 | Incident | Spoofed email reported Email · SE · Remote | P3 | Resolved | 0.12 hr | 0.7 hr | Met |
| VAN021-100277 | 09 Feb 2026 | Quote · excluded | Scan to email failing Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| VAN021-100276 | 08 Feb 2026 | Change | Message quarantined Email · AB · Head Office | P4 | Closed | 0.90 hr | 12.6 hr | Met |
| VAN021-100275 | 06 Feb 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Resolved | 0.36 hr | 7.4 hr | Met |
| VAN021-100274 | 04 Feb 2026 | Incident | Backup capacity review Backup · KB · Head Office | P4 | Closed | 2.28 hr | 12.1 hr | Met |
| VAN021-100273 | 02 Feb 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Remote | P4 | Closed | 0.47 hr | 1.4 days | Met |
| VAN021-100272 | 28 Jan 2026 | Incident | Spoofed email reported Email · BK · Remote | P3 | Resolved | 44.51 hr | 2.3 days | Missed |
| VAN021-100271 | 26 Jan 2026 | Service Request | Endpoint alert investigation Security · TAG · Remote | P2 | Resolved | 0.87 hr | 9.7 hr | Met |
| VAN021-100270 | 24 Jan 2026 | Incident | Leaver process User admin · SE · Head Office | P2 | Closed | 7.74 hr | 4.6 hr | Met |
| VAN021-100269 | 22 Jan 2026 | Incident | Call quality issue Telephony · AB · Remote | P3 | Closed | 2.98 hr | 1.2 days | Met |
| VAN021-100268 | 20 Jan 2026 | Project · excluded | Laptop will not boot Hardware · SE · Head Office | P2 | Closed | — | — | n/a |
| VAN021-100267 | 16 Jan 2026 | Quote · excluded | Licence renewal Line of business app · ML · Remote | P4 | Closed | — | — | n/a |
| VAN021-100266 | 15 Jan 2026 | Incident | Application crash on launch Line of business app · TAG · Remote | P4 | Closed | 0.12 hr | 1.2 days | Met |
| VAN021-100265 | 13 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Resolved | 0.90 hr | 1.6 days | Met |
| VAN021-100264 | 12 Jan 2026 | Incident | Endpoint alert investigation Security · SE · Branch | P4 | Resolved | 5.72 hr | 8.0 hr | Met |
| VAN021-100263 | 08 Jan 2026 | Incident | Name change request User admin · AB · Branch | P3 | Resolved | 0.97 hr | 2.1 days | Met |
| VAN021-100262 | 06 Jan 2026 | Incident · excluded | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| VAN021-100261 | 05 Jan 2026 | Incident | Distribution list change Email · TAG · Branch | P2 | Closed | 1.18 hr | 1.9 days | Met |
| VAN021-100260 | 04 Jan 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 4.39 hr | 1.4 days | Met |
| VAN021-100259 | 02 Jan 2026 | Incident | MFA reset Security · AB · Head Office | P3 | Closed | 1.17 hr | 1.9 days | Met |
| VAN021-100258 | 01 Jan 2026 | Incident | Spoofed email reported Email · ML · Head Office | P3 | Resolved | 3.34 hr | 1.5 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.