SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 72 records in this selection sit outside that — quotes, projects and planned installs, plus 26 calls billed time and materials. They stay visible for volume context.
Service performance
193 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
91.4%
16 call(s) over the 8-hour target
First-time fix
66.3%
Where the source records the field
Volume
Contract calls
193
265 calls logged in the period
Off contract
26
£9,741 chargeable
Open / closed
9 / 256
Across the selected period
Data-quality gaps
8
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
193
records
- Security29
- Backup21
- Telephony21
- Printing20
- Microsoft 36518
- Hardware18
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 193 | 4.20 hr | 91.4% | 16 | 72 |
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 | 32 | 2.38 hr | 97% | 1 |
| Anne-Marie Cable | 21 | 5.18 hr | 85% | 3 |
| Stacey Thomas | 21 | 2.72 hr | 95% | 1 |
| Chloe Dempsey | 19 | 2.01 hr | 94% | 1 |
| Barry Ebbs | 16 | 3.66 hr | 93% | 1 |
| (Not recorded) | 16 | 2.94 hr | 94% | 1 |
| Kelly Gregory | 15 | 17.66 hr | 73% | 4 |
| Julie Herbert | 12 | 1.89 hr | 92% | 1 |
| Aiden Higgins | 11 | 3.37 hr | 91% | 1 |
| Phil Jenkins | 10 | 2.31 hr | 100% | 0 |
| Daniel Blacker | 9 | 1.92 hr | 100% | 0 |
| Damian Armstrong | 7 | 6.14 hr | 71% | 2 |
16 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 148.5 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305251 | Kelly Gregory | HP EliteBook 840 G9 | 2026-04-02 16:18 | 156.51 hr | +148.5 | SE | Wi-Fi dropouts in warehouse |
| 305343 | Anne-Marie Cable | Dell Latitude E7470 | 2026-07-03 13:44 | 50.58 hr | +42.6 | BK | Suspicious sign-in review |
| 305327 | Kelly Gregory | Dell OptiPlex 3050 | 2026-06-16 09:05 | 43.97 hr | +36.0 | KB | Name change request |
| 305307 | Barry Ebbs | Dell OptiPlex 7010 | 2026-05-28 11:49 | 31.79 hr | +23.8 | SE | Docking station not detected |
| 305372 | Kelly Gregory | Apple MacBook Air M2 | 2026-07-28 12:38 | 27.34 hr | +19.3 | KB | Backup capacity review |
| 305278 | Kelly Gregory | HP EliteBook 840 G9 | 2026-04-27 10:39 | 21.55 hr | +13.6 | KB | Teams sign-in loop |
| 305192 | Stacey Thomas | Dell OptiPlex 7010 | 2026-02-16 11:12 | 20.57 hr | +12.6 | KB | MFA reset |
| 305165 | Anne-Marie Cable | Dell Latitude E7470 | 2026-01-21 17:00 | 19.52 hr | +11.5 | TAG | Report not generating |
| 305206 | Damian Armstrong | Samsung Galaxy S23 | 2026-02-25 10:36 | 18.66 hr | +10.7 | BK | Slow VPN |
| 305314 | Damian Armstrong | Apple MacBook Pro 14 | 2026-06-07 08:28 | 11.58 hr | +3.6 | TAG | Suspicious sign-in review |
| 305283 | Anne-Marie Cable | Apple iPhone 14 | 2026-05-04 08:29 | 10.56 hr | +2.6 | SE | Phishing report triage |
| 305406 | Karen Taylor | Draytek Vigor 2927 | 2026-08-25 08:44 | 10.03 hr | +2.0 | ML | Endpoint alert investigation |
| 305157 | Julie Herbert | Apple MacBook Air M2 | 2026-01-16 10:43 | 9.99 hr | +2.0 | SE | Scan to email failing |
| 305349 | Aiden Higgins | Apple MacBook Air M2 | 2026-07-08 13:55 | 9.62 hr | +1.6 | AB | Site offline |
| 305319 | (Not recorded) | Lenovo ThinkCentre M70q | 2026-06-10 17:02 | 8.65 hr | +0.7 | SE | MFA reset |
| 305240 | Chloe Dempsey | Dell Latitude 5440 | 2026-03-24 12:24 | 8.21 hr | +0.2 | TAG | 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 | 9 | 20 Jan 2026 – 20 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 8 | 02 Jan 2026 – 03 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 8 | 17 May 2026 – 25 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 7 | 30 Jan 2026 – 11 May 2026 |
| Stacey Thomas | Printing | 5 | 24 Feb 2026 – 23 Jun 2026 |
| (Not recorded) | Telephony | 4 | 12 Jan 2026 – 03 Aug 2026 |
| Phil Jenkins | Backup / restore | 4 | 14 Jan 2026 – 24 Aug 2026 |
| Daniel Blacker | Email / Microsoft 365 | 4 | 25 Jan 2026 – 05 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude E7470 | Monitoring / server / security | 7 | 23 Mar 2026 – 17 Aug 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 5 | 02 Jan 2026 – 05 Jul 2026 |
| Apple MacBook Air M2 | Email / Microsoft 365 | 4 | 01 Jan 2026 – 22 Jul 2026 |
| HP EliteBook 840 G9 | Printing | 4 | 08 Jan 2026 – 23 Jul 2026 |
| Dell Latitude 7420 | Monitoring / server / security | 4 | 10 Feb 2026 – 09 Jun 2026 |
| Lenovo ThinkPad T14 | Backup / restore | 4 | 16 Mar 2026 – 03 Aug 2026 |
| Lenovo ThinkPad T14 | Telephony | 3 | 21 Jan 2026 – 03 Aug 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 3 | 28 Jan 2026 – 16 Mar 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
265 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| VER025-100809 | 25 Aug 2026 | Incident | Backup job failed Backup · BK · Remote | P2 | Closed | 0.15 hr | 10.7 hr | Met |
| VER025-100808 | 25 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Site 2 | P4 | Closed | 10.03 hr | 2.1 days | Missed |
| VER025-100807 | 24 Aug 2026 | Service Request | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Resolved | 0.69 hr | 2.0 days | Met |
| VER025-100806 | 24 Aug 2026 | Service Request | Restore request Backup · BK · Branch | P3 | Resolved | 4.02 hr | 1.9 days | Met |
| VER025-100805 | 24 Aug 2026 | Service Request | New extension setup Telephony · BK · Head Office | P2 | Closed | 1.47 hr | 1.7 days | Met |
| VER025-100804 | 23 Aug 2026 | Change | New printer driver rollout Printing · ML · Head Office | P3 | Closed | 0.19 hr | 1.4 days | Met |
| VER025-100803 | 23 Aug 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Closed | 0.21 hr | 20.1 hr | Met |
| VER025-100802 | 23 Aug 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 0.23 hr | 19.4 hr | Met |
| VER025-100801 | 21 Aug 2026 | Incident | Licence renewal Line of business app · BK · Branch | P3 | Closed | 0.43 hr | 1.2 days | Met |
| VER025-100800 | 21 Aug 2026 | Incident · excluded | Screen flickering Hardware · ML · Head Office | P3 | Resolved | — | — | n/a |
| VER025-100799 | 21 Aug 2026 | Change | Docking station not detected Hardware · ML · Remote | P3 | Closed | 4.88 hr | 8.3 hr | Met |
| VER025-100798 | 20 Aug 2026 | Service Request | Message quarantined Email · AB · Remote | P3 | Resolved | 2.96 hr | 2.0 days | Met |
| VER025-100797 | 19 Aug 2026 | Incident | Backup capacity review Backup · BK · Remote | P2 | Closed | 5.29 hr | 2.0 days | Met |
| VER025-100796 | 19 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P4 | Resolved | 0.59 hr | 2.3 days | Met |
| VER025-100795 | 17 Aug 2026 | Incident | Call quality issue Telephony · SE · Head Office | P3 | Resolved | 0.98 hr | 21.7 hr | Met |
| VER025-100794 | 17 Aug 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P4 | Resolved | 1.62 hr | 2.0 days | Met |
| VER025-100793 | 14 Aug 2026 | Incident · excluded | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | — | — | n/a |
| VER025-100792 | 13 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | Resolved | 1.23 hr | 19.2 hr | Met |
| VER025-100791 | 12 Aug 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Closed | 0.60 hr | 1.8 days | Met |
| VER025-100790 | 12 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P1 | In Progress | — | — | n/a |
| VER025-100789 | 10 Aug 2026 | Change · excluded | Licence renewal Line of business app · KB · Site 2 | P3 | Closed | — | — | n/a |
| VER025-100788 | 07 Aug 2026 | Project · excluded | Permission change User admin · KB · Head Office | P1 | In Progress | — | — | n/a |
| VER025-100787 | 07 Aug 2026 | Quote · excluded | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | In Progress | — | — | n/a |
| VER025-100786 | 07 Aug 2026 | Service Request | New extension setup Telephony · BK · Head Office | P3 | Resolved | 1.21 hr | 1.6 days | Met |
| VER025-100785 | 06 Aug 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P2 | Closed | 3.92 hr | 1.7 days | Met |
| VER025-100784 | 06 Aug 2026 | Service Request | Laptop will not boot Hardware · AB · Head Office | P3 | Resolved | 1.92 hr | 21.0 hr | Met |
| VER025-100783 | 05 Aug 2026 | Service Request · excluded | Database timeout Line of business app · KB · Remote | P2 | Closed | — | — | n/a |
| VER025-100782 | 05 Aug 2026 | Service Request | Spoofed email reported Email · KB · Head Office | P4 | Resolved | 0.90 hr | 16.8 hr | Met |
| VER025-100781 | 04 Aug 2026 | Quote · excluded | Database timeout Line of business app · SE · Head Office | P3 | In Progress | — | — | n/a |
| VER025-100780 | 03 Aug 2026 | Incident · excluded | Site offline Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| VER025-100779 | 03 Aug 2026 | Service Request | Backup job failed Backup · TAG · Branch | P3 | Resolved | 0.83 hr | 7.3 hr | Met |
| VER025-100778 | 03 Aug 2026 | Service Request | Handset registration Telephony · AB · Branch | P2 | Closed | 1.37 hr | 1.5 days | Met |
| VER025-100777 | 31 Jul 2026 | Incident | Backup job failed Backup · AB · Head Office | P4 | Closed | 0.58 hr | 1.1 days | Met |
| VER025-100776 | 30 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P2 | Closed | 2.09 hr | 2.3 days | Met |
| VER025-100775 | 29 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Remote | P3 | Closed | 1.98 hr | 2.0 days | Met |
| VER025-100774 | 28 Jul 2026 | Incident | Backup capacity review Backup · KB · Branch | P2 | Resolved | 27.34 hr | 2.4 days | Missed |
| VER025-100773 | 28 Jul 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Open | — | — | n/a |
| VER025-100772 | 27 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| VER025-100771 | 27 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Resolved | 6.89 hr | 2.3 days | Met |
| VER025-100770 | 27 Jul 2026 | Incident · excluded | Restore request Backup · SE · Remote | P3 | Closed | — | — | n/a |
| VER025-100769 | 24 Jul 2026 | Incident · excluded | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| VER025-100768 | 23 Jul 2026 | Planned Install · excluded | Printer offline Printing · ML · Head Office | P3 | In Progress | — | — | n/a |
| VER025-100767 | 23 Jul 2026 | Incident | Toner replacement Printing · BK · Branch | P2 | Resolved | — | — | n/a |
| VER025-100766 | 22 Jul 2026 | Quote · excluded | Slow VPN Network · ML · Remote | P3 | In Progress | — | — | n/a |
| VER025-100765 | 22 Jul 2026 | Incident | Spoofed email reported Email · BK · Head Office | P2 | Closed | 5.81 hr | 1.5 days | Met |
| VER025-100764 | 21 Jul 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 5.96 hr | 21.9 hr | Met |
| VER025-100763 | 20 Jul 2026 | Incident | MFA reset Security · BK · Branch | P4 | Resolved | 0.36 hr | 1.8 days | Met |
| VER025-100762 | 20 Jul 2026 | Service Request · excluded | Backup capacity review Backup · BK · Head Office | P2 | Resolved | — | — | n/a |
| VER025-100761 | 17 Jul 2026 | Service Request | Printer offline Printing · AB · Remote | P1 | Resolved | 6.13 hr | 14.2 hr | Met |
| VER025-100760 | 16 Jul 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Closed | 5.12 hr | 1.6 days | Met |
| VER025-100759 | 15 Jul 2026 | Service Request | Scan to email failing Printing · TAG · Head Office | P3 | Resolved | 0.53 hr | 8.3 hr | Met |
| VER025-100758 | 15 Jul 2026 | Service Request | Replacement keyboard Hardware · BK · Head Office | P4 | Resolved | 1.46 hr | 2.4 days | Met |
| VER025-100757 | 14 Jul 2026 | Quote · excluded | Handset registration Telephony · AB · Head Office | P3 | Closed | — | — | n/a |
| VER025-100756 | 14 Jul 2026 | Planned Install · excluded | Voicemail not delivering Telephony · TAG · Head Office | P4 | In Progress | — | — | n/a |
| VER025-100755 | 13 Jul 2026 | Incident | Spoofed email reported Email · AB · Branch | P3 | Closed | 1.07 hr | 3.2 hr | Met |
| VER025-100754 | 12 Jul 2026 | Service Request | Site offline Network · TAG · Head Office | P4 | Resolved | 2.32 hr | 1.8 days | Met |
| VER025-100753 | 12 Jul 2026 | Planned Install · excluded | Scan to email failing Printing · AB · Head Office | P4 | Open | — | — | n/a |
| VER025-100752 | 09 Jul 2026 | Incident · excluded | Laptop will not boot Hardware · KB · Remote | P3 | Resolved | — | — | n/a |
| VER025-100751 | 08 Jul 2026 | Service Request | Site offline Network · AB · Head Office | P1 | Resolved | 9.62 hr | 5.8 hr | Missed |
| VER025-100750 | 07 Jul 2026 | Incident | Message quarantined Email · ML · Remote | P1 | Closed | 5.07 hr | 13.3 hr | Met |
| VER025-100749 | 06 Jul 2026 | Incident | MFA reset Security · ML · Head Office | P2 | Resolved | — | — | n/a |
| VER025-100748 | 06 Jul 2026 | Quote · excluded | Backup capacity review Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| VER025-100747 | 05 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Branch | P2 | Closed | 1.43 hr | 2.3 days | Met |
| VER025-100746 | 05 Jul 2026 | Service Request | Message quarantined Email · BK · Branch | P4 | Closed | 0.76 hr | 15.8 hr | Met |
| VER025-100745 | 03 Jul 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P4 | Resolved | 50.58 hr | 1.1 days | Missed |
| VER025-100744 | 02 Jul 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 4.89 hr | 1.8 days | Met |
| VER025-100743 | 30 Jun 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | — | — | n/a |
| VER025-100742 | 30 Jun 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.19 hr | 1.3 days | Met |
| VER025-100741 | 29 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Branch | P3 | Closed | 2.63 hr | 2.2 days | Met |
| VER025-100740 | 26 Jun 2026 | Incident | New starter setup User admin · ML · Remote | P3 | Closed | 4.56 hr | 1.6 days | Met |
| VER025-100739 | 26 Jun 2026 | Incident | Site offline Network · SE · Branch | P3 | Resolved | 0.34 hr | 12.5 hr | Met |
| VER025-100738 | 25 Jun 2026 | Incident | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | 2.93 hr | 2.4 days | Met |
| VER025-100737 | 24 Jun 2026 | Incident | Leaver process User admin · AB · Head Office | P2 | Closed | 1.92 hr | 1.8 days | Met |
| VER025-100736 | 24 Jun 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P1 | Closed | 0.65 hr | 10.0 hr | Met |
| VER025-100735 | 23 Jun 2026 | Incident | Switch port fault Network · KB · Head Office | P2 | Closed | 3.33 hr | 4.7 hr | Met |
| VER025-100734 | 23 Jun 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Resolved | 0.09 hr | 6.1 hr | Met |
| VER025-100733 | 23 Jun 2026 | Change | Screen flickering Hardware · ML · Head Office | P3 | Closed | 5.72 hr | 2.2 days | Met |
| VER025-100732 | 22 Jun 2026 | Service Request | New starter setup User admin · AB · Branch | P3 | Closed | 0.60 hr | 1.4 days | Met |
| VER025-100731 | 22 Jun 2026 | Incident | Handset registration Telephony · SE · Head Office | P3 | Closed | 1.23 hr | 1.9 days | Met |
| VER025-100730 | 17 Jun 2026 | Service Request | Printer offline Printing · KB · Site 2 | P3 | Resolved | 0.55 hr | 1.5 days | Met |
| VER025-100729 | 16 Jun 2026 | Incident | Name change request User admin · KB · Remote | P3 | Closed | 43.97 hr | 20.2 hr | Missed |
| VER025-100728 | 16 Jun 2026 | Incident | Backup capacity review Backup · KB · Head Office | P3 | Resolved | 1.82 hr | 1.1 days | Met |
| VER025-100727 | 15 Jun 2026 | Incident | Database timeout Line of business app · ML · Branch | P3 | Closed | — | — | n/a |
| VER025-100726 | 12 Jun 2026 | Incident | Report not generating Line of business app · BK · Branch | P3 | Closed | 0.81 hr | 1.8 days | Met |
| VER025-100725 | 12 Jun 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P4 | Resolved | 1.41 hr | 1.0 days | Met |
| VER025-100724 | 11 Jun 2026 | Planned Install · excluded | Message quarantined Email · TAG · Branch | P3 | Closed | — | — | n/a |
| VER025-100723 | 11 Jun 2026 | Incident | Scan to email failing Printing · SE · Remote | P3 | Closed | 0.75 hr | 2.0 days | Met |
| VER025-100722 | 10 Jun 2026 | Incident | Backup job failed Backup · TAG · Head Office | P2 | Closed | 1.20 hr | 9.1 hr | Met |
| VER025-100721 | 10 Jun 2026 | Incident | MFA reset Security · SE · Branch | P4 | Closed | 8.65 hr | 22.0 hr | Missed |
| VER025-100720 | 09 Jun 2026 | Service Request | MFA reset Security · ML · Head Office | P4 | Closed | 1.14 hr | 1.3 days | Met |
| VER025-100719 | 09 Jun 2026 | Service Request · excluded | MFA reset Security · SE · Head Office | P4 | Resolved | — | — | n/a |
| VER025-100718 | 08 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Closed | — | — | n/a |
| VER025-100717 | 08 Jun 2026 | Project · excluded | New starter setup User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| VER025-100716 | 07 Jun 2026 | Service Request | Suspicious sign-in review Security · TAG · Branch | P4 | Resolved | 11.58 hr | 9.9 hr | Missed |
| VER025-100715 | 05 Jun 2026 | Change | Site offline Network · BK · Branch | P2 | Closed | 1.10 hr | 18.1 hr | Met |
| VER025-100714 | 04 Jun 2026 | Quote · excluded | New printer driver rollout Printing · SE · Branch | P4 | Closed | — | — | n/a |
| VER025-100713 | 03 Jun 2026 | Quote · excluded | Docking station not detected Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| VER025-100712 | 02 Jun 2026 | Service Request | Retention change Backup · ML · Head Office | P3 | Closed | 3.90 hr | 1.5 days | Met |
| VER025-100711 | 29 May 2026 | Incident · excluded | Printer offline Printing · KB · Branch | P2 | Closed | — | — | n/a |
| VER025-100710 | 29 May 2026 | Incident | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 0.52 hr | 1.0 days | Met |
| VER025-100709 | 28 May 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P2 | Closed | 31.79 hr | 1.5 days | Missed |
| VER025-100708 | 27 May 2026 | Change | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | 4.45 hr | 1.9 days | Met |
| VER025-100707 | 27 May 2026 | Quote · excluded | Switch port fault Network · KB · Head Office | P2 | Resolved | — | — | n/a |
| VER025-100706 | 27 May 2026 | Service Request · excluded | Report not generating Line of business app · SE · Head Office | P3 | Closed | — | — | n/a |
| VER025-100705 | 26 May 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Closed | 0.21 hr | 1.7 days | Met |
| VER025-100704 | 26 May 2026 | Incident · excluded | Printer offline Printing · TAG · Head Office | P2 | Resolved | — | — | n/a |
| VER025-100703 | 21 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 0.69 hr | 2.0 days | Met |
| VER025-100702 | 21 May 2026 | Project · excluded | MFA reset Security · SE · Head Office | P4 | Closed | — | — | n/a |
| VER025-100701 | 20 May 2026 | Incident | Docking station not detected Hardware · ML · Site 2 | P3 | Resolved | 0.70 hr | 1.5 days | Met |
| VER025-100700 | 20 May 2026 | Project · excluded | Docking station not detected Hardware · KB · Head Office | P3 | Resolved | — | — | n/a |
| VER025-100699 | 19 May 2026 | Incident | Suspicious sign-in review Security · AB · Branch | P3 | Closed | 1.47 hr | 2.4 days | Met |
| VER025-100698 | 18 May 2026 | Incident | Handset registration Telephony · AB · Site 2 | P3 | Resolved | 0.74 hr | 1.1 days | Met |
| VER025-100697 | 18 May 2026 | Incident | Switch port fault Network · SE · Head Office | P4 | Resolved | 5.38 hr | 9.8 hr | Met |
| VER025-100696 | 17 May 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P4 | Resolved | 0.76 hr | 1.8 days | Met |
| VER025-100695 | 15 May 2026 | Service Request | Name change request User admin · KB · Head Office | P2 | Closed | 0.54 hr | 1.1 days | Met |
| VER025-100694 | 14 May 2026 | Incident | Restore request Backup · SE · Remote | P3 | Resolved | 1.06 hr | 2.3 days | Met |
| VER025-100693 | 13 May 2026 | Service Request | Licence renewal Line of business app · BK · Remote | P2 | Closed | 0.30 hr | 1.6 days | Met |
| VER025-100692 | 13 May 2026 | Incident | Laptop will not boot Hardware · KB · Head Office | P2 | Closed | 1.13 hr | 2.4 days | Met |
| VER025-100691 | 12 May 2026 | Project · excluded | Retention change Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| VER025-100690 | 11 May 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Closed | 0.50 hr | 1.3 days | Met |
| VER025-100689 | 11 May 2026 | Change | Phishing report triage Security · BK · Remote | P3 | Closed | 6.36 hr | 1.9 days | Met |
| VER025-100688 | 08 May 2026 | Incident | Printer offline Printing · KB · Head Office | P2 | Resolved | 1.33 hr | 1.4 days | Met |
| VER025-100687 | 07 May 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P1 | Closed | 0.69 hr | 5.3 hr | Met |
| VER025-100686 | 05 May 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 0.43 hr | 1.4 days | Met |
| VER025-100685 | 04 May 2026 | Incident | Phishing report triage Security · SE · Head Office | P2 | Closed | 10.56 hr | 8.2 hr | Missed |
| VER025-100684 | 01 May 2026 | Service Request | Name change request User admin · AB · Branch | P3 | Resolved | 0.71 hr | 1.0 days | Met |
| VER025-100683 | 30 Apr 2026 | Incident | Spoofed email reported Email · KB · Head Office | P3 | Closed | 1.44 hr | 2.8 hr | Met |
| VER025-100682 | 29 Apr 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Closed | 0.14 hr | 8.9 hr | Met |
| VER025-100681 | 28 Apr 2026 | Quote · excluded | Distribution list change Email · AB · Head Office | P2 | Resolved | — | — | n/a |
| VER025-100680 | 27 Apr 2026 | Change | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Closed | 21.55 hr | 2.2 days | Missed |
| VER025-100679 | 24 Apr 2026 | Service Request | Endpoint alert investigation Security · ML · Branch | P2 | Closed | 0.44 hr | 1.5 days | Met |
| VER025-100678 | 24 Apr 2026 | Project · excluded | Restore request Backup · BK · Branch | P2 | Resolved | — | — | n/a |
| VER025-100677 | 22 Apr 2026 | Service Request · excluded | Laptop will not boot Hardware · SE · Head Office | P4 | Closed | — | — | n/a |
| VER025-100676 | 22 Apr 2026 | Change | Handset registration Telephony · ML · Head Office | P3 | Closed | 0.94 hr | 1.9 days | Met |
| VER025-100675 | 21 Apr 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P3 | Resolved | — | — | n/a |
| VER025-100674 | 21 Apr 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Resolved | — | — | n/a |
| VER025-100673 | 20 Apr 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Resolved | 3.21 hr | 1.5 days | Met |
| VER025-100672 | 17 Apr 2026 | Incident | Backup capacity review Backup · AB · Head Office | P2 | Closed | 1.10 hr | 2.3 days | Met |
| VER025-100671 | 17 Apr 2026 | Incident | New printer driver rollout Printing · BK · Remote | P2 | Closed | 0.83 hr | 10.3 hr | Met |
| VER025-100670 | 16 Apr 2026 | Incident | Spoofed email reported Email · AB · Remote | P3 | Resolved | 1.46 hr | 1.3 days | Met |
| VER025-100669 | 16 Apr 2026 | Planned Install · excluded | Toner replacement Printing · SE · Head Office | P2 | Closed | — | — | n/a |
| VER025-100668 | 15 Apr 2026 | Quote · excluded | Screen flickering Hardware · SE · Head Office | P1 | Closed | — | — | n/a |
| VER025-100667 | 15 Apr 2026 | Service Request | Distribution list change Email · BK · Site 2 | P3 | Closed | 1.13 hr | 1.4 days | Met |
| VER025-100666 | 14 Apr 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 2.66 hr | 23.5 hr | Met |
| VER025-100665 | 14 Apr 2026 | Service Request | Leaver process User admin · TAG · Head Office | P4 | Closed | 5.32 hr | 1.9 hr | Met |
| VER025-100664 | 13 Apr 2026 | Project · excluded | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | — | — | n/a |
| VER025-100663 | 10 Apr 2026 | Quote · excluded | Database timeout Line of business app · KB · Head Office | P2 | Closed | — | — | n/a |
| VER025-100662 | 09 Apr 2026 | Incident · excluded | Restore request Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| VER025-100661 | 08 Apr 2026 | Change | Spoofed email reported Email · AB · Branch | P3 | Closed | 0.37 hr | 2.1 days | Met |
| VER025-100660 | 08 Apr 2026 | Service Request | Laptop will not boot Hardware · ML · Site 2 | P3 | Closed | 0.71 hr | 21.1 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.