SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 140 records in this selection sit outside that — quotes, projects and planned installs, plus 67 calls billed time and materials. They stay visible for volume context.
Service performance
337 eligible records in this yearAverage first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
88.3%
38 call(s) over the 8-hour target
First-time fix
73.4%
Where the source records the field
Volume
Contract calls
337
477 calls logged in the period
Off contract
67
£18,663.75 chargeable
Open / closed
15 / 462
Across the selected period
Data-quality gaps
12
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
337
records
- Security43
- User admin39
- Network36
- Hardware34
- Backup34
- Printing33
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 337 | 4.21 hr | 88.3% | 38 | 140 |
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 | 56 | 4.29 hr | 89% | 6 |
| Anne-Marie Cable | 47 | 3.57 hr | 88% | 5 |
| Stacey Thomas | 30 | 6.54 hr | 86% | 4 |
| Kelly Gregory | 30 | 3.79 hr | 86% | 4 |
| Barry Ebbs | 28 | 3.81 hr | 85% | 4 |
| (Not recorded) | 23 | 5.24 hr | 87% | 3 |
| Chloe Dempsey | 22 | 2.70 hr | 91% | 2 |
| Julie Herbert | 21 | 5.77 hr | 80% | 4 |
| Phil Jenkins | 20 | 6.33 hr | 95% | 1 |
| Damian Armstrong | 20 | 1.60 hr | 95% | 1 |
| Daniel Blacker | 15 | 3.73 hr | 93% | 1 |
| Rachael Parkin | 13 | 4.49 hr | 85% | 2 |
38 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 84.7 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 306559 | Stacey Thomas | Apple iPhone 14 | 2026-04-01 10:51 | 92.65 hr | +84.7 | TAG | Phishing report triage |
| 306641 | Phil Jenkins | Dell OptiPlex 3050 | 2026-05-13 16:53 | 87.14 hr | +79.1 | BK | Database timeout |
| 306629 | (Not recorded) | Apple iPhone 14 | 2026-05-06 10:38 | 41.87 hr | +33.9 | ML | Phishing report triage |
| 306691 | Daniel Blacker | Dell Latitude 5440 | 2026-06-05 10:02 | 41.19 hr | +33.2 | ML | Suspicious sign-in review |
| 306825 | Barry Ebbs | Dell Latitude E7470 | 2026-08-10 15:00 | 39.25 hr | +31.3 | SE | Leaver process |
| 306523 | Julie Herbert | Netgear GS724T | 2026-03-13 09:15 | 38.74 hr | +30.7 | SE | Teams sign-in loop |
| 306557 | Karen Taylor | Apple iPhone 12 | 2026-03-31 11:02 | 37.01 hr | +29.0 | BK | New extension setup |
| 306458 | Stacey Thomas | Dell Latitude 5440 | 2026-02-10 14:04 | 36.91 hr | +28.9 | AB | Site offline |
| 306777 | (Not recorded) | HP ProDesk 400 G7 | 2026-07-15 15:58 | 35.00 hr | +27.0 | KB | Printer offline |
| 306823 | Karen Taylor | HP ProBook 450 G6 | 2026-08-07 11:01 | 32.97 hr | +25.0 | BK | Toner replacement |
| 306454 | Karen Taylor | Samsung Galaxy S23 | 2026-02-06 13:08 | 32.93 hr | +24.9 | AB | Call quality issue |
| 306796 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-07-22 17:58 | 29.48 hr | +21.5 | KB | Toner replacement |
| 306778 | Karen Taylor | HP EliteBook 840 G9 | 2026-07-15 08:45 | 29.44 hr | +21.4 | SE | Replacement keyboard |
| 306765 | Rachael Parkin | HP ProDesk 400 G7 | 2026-07-09 13:27 | 25.77 hr | +17.8 | KB | New starter setup |
| 306634 | Karen Taylor | Apple MacBook Air M2 | 2026-05-11 11:01 | 25.58 hr | +17.6 | TAG | New printer driver rollout |
| 306555 | Kelly Gregory | Lenovo ThinkCentre M70q | 2026-03-31 11:10 | 21.24 hr | +13.2 | ML | Database timeout |
| 306771 | Stacey Thomas | Apple iPhone 12 | 2026-07-13 15:26 | 16.95 hr | +8.9 | KB | Leaver process |
| 306725 | Anne-Marie Cable | Apple iPhone 14 | 2026-06-21 12:44 | 14.88 hr | +6.9 | SE | Outlook not syncing |
| 306489 | Chloe Dempsey | Dell PowerEdge R750 | 2026-02-25 13:03 | 11.75 hr | +3.8 | SE | Endpoint alert investigation |
| 306815 | Anne-Marie Cable | Apple MacBook Pro 14 | 2026-08-03 17:33 | 11.51 hr | +3.5 | ML | Teams sign-in loop |
| 306464 | Anne-Marie Cable | HP ProDesk 400 G7 | 2026-02-13 16:33 | 11.30 hr | +3.3 | SE | Wi-Fi dropouts in warehouse |
| 306456 | Kelly Gregory | Dell Latitude 7420 | 2026-02-09 09:47 | 11.21 hr | +3.2 | TAG | Leaver process |
| 306822 | (Not recorded) | Dell OptiPlex 3050 | 2026-08-06 10:49 | 11.18 hr | +3.2 | KB | Message quarantined |
| 306836 | Barry Ebbs | HP EliteBook 840 G9 | 2026-08-14 09:08 | 10.77 hr | +2.8 | KB | Report not generating |
| 306678 | Barry Ebbs | HP ProDesk 400 G7 | 2026-06-01 13:23 | 10.23 hr | +2.2 | SE | Handset registration |
| 306491 | Julie Herbert | HP ProDesk 400 G7 | 2026-02-26 16:10 | 10.17 hr | +2.2 | AB | Switch port fault |
| 306534 | Julie Herbert | Apple MacBook Pro 14 | 2026-03-19 14:04 | 9.96 hr | +2.0 | ML | Switch port fault |
| 306438 | Aiden Higgins | Apple iPhone 12 | 2026-01-29 17:46 | 9.76 hr | +1.8 | BK | Spoofed email reported |
| 306729 | Julie Herbert | Dell Latitude E7470 | 2026-06-22 15:42 | 9.71 hr | +1.7 | SE | Laptop will not boot |
| 306425 | Damian Armstrong | Dell Latitude 7420 | 2026-01-21 15:19 | 9.15 hr | +1.1 | ML | Laptop will not boot |
| 306445 | Anne-Marie Cable | Dell Wyse 5070 | 2026-02-03 14:59 | 9.09 hr | +1.1 | BK | MFA reset |
| 306625 | Rachael Parkin | Dell Wyse 5070 | 2026-05-05 17:35 | 8.87 hr | +0.9 | BK | Handset registration |
| 306672 | Anne-Marie Cable | Samsung Galaxy S23 | 2026-05-28 12:09 | 8.87 hr | +0.9 | TAG | Licence renewal |
| 306493 | Karen Taylor | Dell Latitude 7420 | 2026-02-26 08:06 | 8.73 hr | +0.7 | KB | Suspicious sign-in review |
| 306558 | Kelly Gregory | IGEL UD3 | 2026-04-01 09:33 | 8.48 hr | +0.5 | ML | Slow VPN |
| 306635 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-05-11 12:43 | 8.40 hr | +0.4 | KB | Permission change |
| 306606 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-04-23 10:11 | 8.04 hr | +0.0 | SE | OneDrive sync conflict |
| 306395 | Barry Ebbs | HP EliteBook 840 G9 | 2026-01-08 10:53 | 8.02 hr | +0.0 | BK | Licence renewal |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Monitoring / server / security | 13 | 05 Jan 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Email / Microsoft 365 | 12 | 12 Jan 2026 – 13 Aug 2026 |
| Karen Taylor | Telephony | 9 | 20 Jan 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 9 | 03 Feb 2026 – 08 Jun 2026 |
| Karen Taylor | Email / Microsoft 365 | 8 | 06 Jan 2026 – 24 Jul 2026 |
| Karen Taylor | Printing | 8 | 27 Feb 2026 – 07 Aug 2026 |
| Stacey Thomas | Monitoring / server / security | 7 | 07 Jan 2026 – 20 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 7 | 13 Jan 2026 – 25 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP ProDesk 400 G7 | Monitoring / server / security | 10 | 08 Jan 2026 – 10 Jun 2026 |
| Lenovo ThinkCentre M70q | Email / Microsoft 365 | 10 | 16 Jan 2026 – 24 Jul 2026 |
| Dell Latitude E7470 | Monitoring / server / security | 6 | 07 Jan 2026 – 22 Jul 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 6 | 10 Mar 2026 – 20 Aug 2026 |
| Dell OptiPlex 3050 | Email / Microsoft 365 | 6 | 23 Apr 2026 – 18 Aug 2026 |
| Dell Latitude E7470 | Email / Microsoft 365 | 5 | 06 Jan 2026 – 11 Aug 2026 |
| HP ProDesk 400 G7 | User administration | 5 | 21 Jan 2026 – 09 Jul 2026 |
| Lenovo ThinkCentre M70q | Monitoring / server / security | 5 | 27 Jan 2026 – 29 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
477 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| VER224-101426 | 25 Aug 2026 | Service Request · excluded | Database timeout Line of business app · AB · Head Office | P4 | Open | — | — | n/a |
| VER224-101425 | 25 Aug 2026 | Service Request · excluded | New starter setup User admin · KB · Site 2 | P4 | Open | — | — | n/a |
| VER224-101424 | 25 Aug 2026 | Incident | Slow VPN Network · TAG · Head Office | P2 | In Progress | — | — | n/a |
| VER224-101423 | 24 Aug 2026 | Change | Message quarantined Email · ML · Site 2 | P4 | Closed | 1.39 hr | 2.3 days | Met |
| VER224-101422 | 24 Aug 2026 | Service Request · excluded | Distribution list change Email · SE · Branch | P3 | Resolved | — | — | n/a |
| VER224-101421 | 24 Aug 2026 | Change | Laptop will not boot Hardware · ML · Head Office | P3 | Open | — | — | n/a |
| VER224-101420 | 21 Aug 2026 | Incident · excluded | Message quarantined Email · SE · Head Office | P3 | Closed | — | — | n/a |
| VER224-101419 | 21 Aug 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · KB · Head Office | P4 | Open | — | — | n/a |
| VER224-101418 | 20 Aug 2026 | Incident | Backup job failed Backup · BK · Head Office | P2 | Closed | 0.63 hr | 1.6 days | Met |
| VER224-101417 | 20 Aug 2026 | Service Request | Phishing report triage Security · TAG · Branch | P3 | Closed | 1.31 hr | 2.0 days | Met |
| VER224-101416 | 20 Aug 2026 | Incident | Call quality issue Telephony · ML · Head Office | P3 | Open | — | — | n/a |
| VER224-101415 | 19 Aug 2026 | Change | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.50 hr | 1.5 days | Met |
| VER224-101414 | 19 Aug 2026 | Quote · excluded | Permission change User admin · ML · Branch | P2 | Open | — | — | n/a |
| VER224-101413 | 19 Aug 2026 | Service Request · excluded | Permission change User admin · SE · Head Office | P2 | Resolved | — | — | n/a |
| VER224-101412 | 19 Aug 2026 | Incident | New extension setup Telephony · TAG · Remote | P4 | Resolved | 0.30 hr | 21.6 hr | Met |
| VER224-101411 | 18 Aug 2026 | Service Request | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 0.97 hr | 1.7 days | Met |
| VER224-101410 | 18 Aug 2026 | Change | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | 1.56 hr | 8.8 hr | Met |
| VER224-101409 | 18 Aug 2026 | Quote · excluded | Screen flickering Hardware · AB · Head Office | P4 | Resolved | — | — | n/a |
| VER224-101408 | 17 Aug 2026 | Incident | New printer driver rollout Printing · AB · Head Office | P1 | Closed | 0.92 hr | 6.9 hr | Met |
| VER224-101407 | 14 Aug 2026 | Planned Install · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| VER224-101406 | 14 Aug 2026 | Service Request | Switch port fault Network · BK · Head Office | P4 | Closed | 2.28 hr | 1.6 days | Met |
| VER224-101405 | 14 Aug 2026 | Incident | New printer driver rollout Printing · AB · Remote | P4 | Closed | 0.86 hr | 1.9 days | Met |
| VER224-101404 | 14 Aug 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 10.77 hr | 2.3 days | Missed |
| VER224-101403 | 13 Aug 2026 | Incident · excluded | Docking station not detected Hardware · SE · Branch | P3 | Closed | — | — | n/a |
| VER224-101402 | 13 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 2.84 hr | 12.2 hr | Met |
| VER224-101401 | 13 Aug 2026 | Planned Install · excluded | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P3 | Open | — | — | n/a |
| VER224-101400 | 12 Aug 2026 | Incident | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | 0.19 hr | 1.4 days | Met |
| VER224-101399 | 12 Aug 2026 | Incident | Laptop will not boot Hardware · ML · Head Office | P3 | Resolved | 0.32 hr | 1.2 days | Met |
| VER224-101398 | 12 Aug 2026 | Service Request | Screen flickering Hardware · AB · Site 2 | P2 | Resolved | 0.24 hr | 2.1 days | Met |
| VER224-101397 | 12 Aug 2026 | Incident | New extension setup Telephony · ML · Remote | P3 | Closed | 0.56 hr | 1.1 days | Met |
| VER224-101396 | 12 Aug 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Closed | 0.82 hr | 11.4 hr | Met |
| VER224-101395 | 11 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 0.96 hr | 2.2 days | Met |
| VER224-101394 | 11 Aug 2026 | Change | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Resolved | 0.31 hr | 2.1 days | Met |
| VER224-101393 | 10 Aug 2026 | Incident | Leaver process User admin · SE · Remote | P2 | Resolved | 39.25 hr | 1.6 days | Missed |
| VER224-101392 | 07 Aug 2026 | Incident | Printer offline Printing · TAG · Head Office | P3 | Resolved | 1.49 hr | 4.4 hr | Met |
| VER224-101391 | 07 Aug 2026 | Service Request | Toner replacement Printing · BK · Head Office | P3 | Resolved | 32.97 hr | 1.3 days | Missed |
| VER224-101390 | 06 Aug 2026 | Incident | Message quarantined Email · KB · Head Office | P4 | Closed | 11.18 hr | 2.2 days | Missed |
| VER224-101389 | 05 Aug 2026 | Incident | Scan to email failing Printing · ML · Head Office | P3 | Closed | 1.09 hr | 1.3 days | Met |
| VER224-101388 | 04 Aug 2026 | Incident · excluded | Handset registration Telephony · AB · Remote | P2 | Closed | — | — | n/a |
| VER224-101387 | 04 Aug 2026 | Planned Install · excluded | Site offline Network · BK · Head Office | P3 | Open | — | — | n/a |
| VER224-101386 | 04 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 0.42 hr | 5.0 hr | Met |
| VER224-101385 | 04 Aug 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 1.32 hr | 2.7 hr | Met |
| VER224-101384 | 04 Aug 2026 | Incident | Toner replacement Printing · TAG · Branch | P4 | Resolved | 6.84 hr | 15.0 hr | Met |
| VER224-101383 | 03 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Closed | 11.51 hr | 11.3 hr | Missed |
| VER224-101382 | 03 Aug 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · AB · Remote | P2 | Closed | — | — | n/a |
| VER224-101381 | 31 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P2 | Closed | 3.11 hr | 2.4 days | Met |
| VER224-101380 | 30 Jul 2026 | Planned Install · excluded | Licence renewal Line of business app · BK · Head Office | P3 | In Progress | — | — | n/a |
| VER224-101379 | 30 Jul 2026 | Service Request · excluded | New printer driver rollout Printing · KB · Remote | P3 | Resolved | — | — | n/a |
| VER224-101378 | 30 Jul 2026 | Incident | Toner replacement Printing · KB · Head Office | P4 | Closed | 1.33 hr | 1.6 days | Met |
| VER224-101377 | 30 Jul 2026 | Incident | Mailbox delegation Email · AB · Head Office | P3 | Closed | 4.77 hr | 17.5 hr | Met |
| VER224-101376 | 30 Jul 2026 | Incident | Permission change User admin · KB · Branch | P4 | Closed | 0.75 hr | 2.3 days | Met |
| VER224-101375 | 29 Jul 2026 | Change | Laptop will not boot Hardware · SE · Branch | P4 | Resolved | 0.20 hr | 1.5 days | Met |
| VER224-101374 | 29 Jul 2026 | Incident | Application crash on launch Line of business app · KB · Remote | P4 | Closed | 1.22 hr | 20.6 hr | Met |
| VER224-101373 | 28 Jul 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Head Office | P4 | In Progress | — | — | n/a |
| VER224-101372 | 27 Jul 2026 | Change | New extension setup Telephony · BK · Site 2 | P2 | Resolved | 2.36 hr | 1.1 days | Met |
| VER224-101371 | 27 Jul 2026 | Incident · excluded | New printer driver rollout Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| VER224-101370 | 24 Jul 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Resolved | 1.42 hr | 1.5 days | Met |
| VER224-101369 | 24 Jul 2026 | Service Request | Mailbox delegation Email · AB · Head Office | P4 | Resolved | 4.29 hr | 1.7 days | Met |
| VER224-101368 | 24 Jul 2026 | Service Request · excluded | Backup job failed Backup · ML · Branch | P3 | Resolved | — | — | n/a |
| VER224-101367 | 24 Jul 2026 | Service Request | Spoofed email reported Email · ML · Branch | P2 | Closed | 0.12 hr | 19.5 hr | Met |
| VER224-101366 | 23 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 6.43 hr | 2.3 days | Met |
| VER224-101365 | 23 Jul 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.74 hr | 0.9 hr | Met |
| VER224-101364 | 22 Jul 2026 | Service Request | Toner replacement Printing · KB · Head Office | P4 | Closed | 29.48 hr | 2.3 days | Missed |
| VER224-101363 | 22 Jul 2026 | Service Request | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 1.40 hr | 2.3 days | Met |
| VER224-101362 | 22 Jul 2026 | Incident | Message quarantined Email · SE · Head Office | P4 | Resolved | 5.52 hr | 2.2 days | Met |
| VER224-101361 | 21 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P2 | Closed | 1.02 hr | 1.2 days | Met |
| VER224-101360 | 21 Jul 2026 | Change | Permission change User admin · KB · Head Office | P3 | Closed | 0.08 hr | 5.9 hr | Met |
| VER224-101359 | 21 Jul 2026 | Service Request | Toner replacement Printing · BK · Branch | P4 | Resolved | 0.18 hr | 1.2 days | Met |
| VER224-101358 | 20 Jul 2026 | Incident | Restore request Backup · KB · Head Office | P3 | Closed | 0.69 hr | 8.2 hr | Met |
| VER224-101357 | 20 Jul 2026 | Quote · excluded | New extension setup Telephony · BK · Branch | P4 | Open | — | — | n/a |
| VER224-101356 | 20 Jul 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Resolved | 0.75 hr | 10.3 hr | Met |
| VER224-101355 | 20 Jul 2026 | Incident | Restore request Backup · SE · Remote | P3 | Closed | 5.56 hr | 7.9 hr | Met |
| VER224-101354 | 20 Jul 2026 | Service Request | Endpoint alert investigation Security · AB · Head Office | P3 | Resolved | 0.73 hr | 2.4 days | Met |
| VER224-101353 | 17 Jul 2026 | Incident | New starter setup User admin · AB · Branch | P3 | Closed | 0.56 hr | 2.0 days | Met |
| VER224-101352 | 17 Jul 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Closed | 4.41 hr | 1.3 days | Met |
| VER224-101351 | 17 Jul 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P2 | Resolved | 2.89 hr | 17.3 hr | Met |
| VER224-101350 | 17 Jul 2026 | Incident · excluded | Call quality issue Telephony · ML · Branch | P4 | Closed | — | — | n/a |
| VER224-101349 | 16 Jul 2026 | Project · excluded | Mailbox delegation Email · AB · Branch | P4 | Closed | — | — | n/a |
| VER224-101348 | 16 Jul 2026 | Service Request | Docking station not detected Hardware · KB · Head Office | P3 | Closed | 0.41 hr | 1.5 days | Met |
| VER224-101347 | 15 Jul 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P1 | Closed | 0.73 hr | 16.8 hr | Met |
| VER224-101346 | 15 Jul 2026 | Incident | Replacement keyboard Hardware · SE · Branch | P3 | Closed | 29.44 hr | 2.4 days | Missed |
| VER224-101345 | 15 Jul 2026 | Incident | Printer offline Printing · KB · Head Office | P4 | Closed | 35.00 hr | 0.5 hr | Missed |
| VER224-101344 | 15 Jul 2026 | Quote · excluded | Mailbox delegation Email · ML · Head Office | P4 | In Progress | — | — | n/a |
| VER224-101343 | 14 Jul 2026 | Incident | Database timeout Line of business app · AB · Branch | P3 | Closed | 6.24 hr | 2.0 days | Met |
| VER224-101342 | 14 Jul 2026 | Incident · excluded | Backup job failed Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| VER224-101341 | 14 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Site 2 | P3 | Open | — | — | n/a |
| VER224-101340 | 13 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Closed | 0.99 hr | 2.4 days | Met |
| VER224-101339 | 13 Jul 2026 | Change | Leaver process User admin · KB · Head Office | P3 | Closed | 16.95 hr | 14.3 hr | Missed |
| VER224-101338 | 13 Jul 2026 | Quote · excluded | Report not generating Line of business app · TAG · Remote | P3 | In Progress | — | — | n/a |
| VER224-101337 | 13 Jul 2026 | Quote · excluded | Report not generating Line of business app · AB · Site 2 | P2 | Closed | — | — | n/a |
| VER224-101336 | 10 Jul 2026 | Service Request · excluded | Slow VPN Network · KB · Branch | P4 | Closed | — | — | n/a |
| VER224-101335 | 10 Jul 2026 | Incident | Handset registration Telephony · TAG · Remote | P3 | Resolved | 0.85 hr | 21.5 hr | Met |
| VER224-101334 | 10 Jul 2026 | Service Request | New printer driver rollout Printing · AB · Head Office | P1 | Resolved | 0.90 hr | 12.2 hr | Met |
| VER224-101333 | 09 Jul 2026 | Incident | New starter setup User admin · KB · Branch | P3 | Closed | 25.77 hr | 1.6 days | Missed |
| VER224-101332 | 09 Jul 2026 | Project · excluded | Backup job failed Backup · BK · Head Office | P3 | Resolved | — | — | n/a |
| VER224-101331 | 08 Jul 2026 | Incident | Backup job failed Backup · SE · Remote | P3 | Closed | 3.98 hr | 1.6 days | Met |
| VER224-101330 | 07 Jul 2026 | Incident | Phishing report triage Security · BK · Branch | P4 | Closed | 0.87 hr | 10.2 hr | Met |
| VER224-101329 | 07 Jul 2026 | Change | Printer offline Printing · AB · Head Office | P3 | Closed | 0.30 hr | 1.1 days | Met |
| VER224-101328 | 06 Jul 2026 | Incident | Switch port fault Network · BK · Head Office | P2 | Resolved | 0.65 hr | 1.1 days | Met |
| VER224-101327 | 03 Jul 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Closed | 2.05 hr | 1.5 days | Met |
| VER224-101326 | 03 Jul 2026 | Project · excluded | Restore request Backup · ML · Head Office | P2 | Closed | — | — | n/a |
| VER224-101325 | 02 Jul 2026 | Planned Install · excluded | Screen flickering Hardware · KB · Head Office | P2 | Closed | — | — | n/a |
| VER224-101324 | 02 Jul 2026 | Service Request | Backup job failed Backup · BK · Head Office | P3 | Closed | 1.25 hr | 1.9 days | Met |
| VER224-101323 | 02 Jul 2026 | Incident | Report not generating Line of business app · TAG · Branch | P4 | Closed | 0.85 hr | 7.3 hr | Met |
| VER224-101322 | 02 Jul 2026 | Project · excluded | Call quality issue Telephony · SE · Branch | P3 | Closed | — | — | n/a |
| VER224-101321 | 01 Jul 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 1.29 hr | 16.8 hr | Met |
| VER224-101320 | 01 Jul 2026 | Change | Docking station not detected Hardware · SE · Head Office | P4 | Closed | 5.48 hr | 1.3 days | Met |
| VER224-101319 | 01 Jul 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P1 | Resolved | 2.59 hr | 6.5 hr | Met |
| VER224-101318 | 30 Jun 2026 | Incident · excluded | Report not generating Line of business app · SE · Remote | P1 | Closed | — | — | n/a |
| VER224-101317 | 30 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Resolved | 0.55 hr | 18.2 hr | Met |
| VER224-101316 | 30 Jun 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Closed | 0.72 hr | 6.6 hr | Met |
| VER224-101315 | 29 Jun 2026 | Incident | Toner replacement Printing · ML · Branch | P4 | Closed | 1.29 hr | 1.8 days | Met |
| VER224-101314 | 29 Jun 2026 | Service Request · excluded | Backup capacity review Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| VER224-101313 | 29 Jun 2026 | Service Request | Database timeout Line of business app · TAG · Branch | P4 | Resolved | 0.52 hr | 1.3 days | Met |
| VER224-101312 | 27 Jun 2026 | Project · excluded | Call quality issue Telephony · KB · Site 2 | P2 | Resolved | — | — | n/a |
| VER224-101311 | 27 Jun 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P2 | Closed | 3.74 hr | 1.9 days | Met |
| VER224-101310 | 27 Jun 2026 | Project · excluded | Permission change User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| VER224-101309 | 27 Jun 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 0.43 hr | 23.7 hr | Met |
| VER224-101308 | 26 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| VER224-101307 | 26 Jun 2026 | Quote · excluded | Spoofed email reported Email · KB · Head Office | P3 | Closed | — | — | n/a |
| VER224-101306 | 26 Jun 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P3 | Closed | 0.15 hr | 6.5 hr | Met |
| VER224-101305 | 25 Jun 2026 | Incident | MFA reset Security · AB · Head Office | P4 | Closed | — | — | n/a |
| VER224-101304 | 25 Jun 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Resolved | 3.41 hr | 1.6 days | Met |
| VER224-101303 | 25 Jun 2026 | Service Request | New extension setup Telephony · ML · Branch | P4 | Closed | 0.50 hr | 7.9 hr | Met |
| VER224-101302 | 24 Jun 2026 | Planned Install · excluded | New printer driver rollout Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| VER224-101301 | 24 Jun 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 0.60 hr | 4.1 hr | Met |
| VER224-101300 | 23 Jun 2026 | Incident | New starter setup User admin · KB · Site 2 | P3 | Closed | 3.49 hr | 14.1 hr | Met |
| VER224-101299 | 22 Jun 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Resolved | 0.44 hr | 10.4 hr | Met |
| VER224-101298 | 22 Jun 2026 | Service Request · excluded | Distribution list change Email · AB · Head Office | P3 | Closed | — | — | n/a |
| VER224-101297 | 22 Jun 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P2 | Resolved | 9.71 hr | 2.5 days | Missed |
| VER224-101296 | 22 Jun 2026 | Incident | Message quarantined Email · SE · Head Office | P3 | Closed | 2.69 hr | 2.2 days | Met |
| VER224-101295 | 21 Jun 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 0.27 hr | 2.4 days | Met |
| VER224-101294 | 21 Jun 2026 | Project · excluded | Message quarantined Email · SE · Branch | P3 | Resolved | — | — | n/a |
| VER224-101293 | 21 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P2 | Closed | 14.88 hr | 1.1 days | Missed |
| VER224-101292 | 19 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.23 hr | 2.4 days | Met |
| VER224-101291 | 18 Jun 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Closed | — | — | n/a |
| VER224-101290 | 18 Jun 2026 | Service Request · excluded | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| VER224-101289 | 18 Jun 2026 | Incident | Screen flickering Hardware · ML · Head Office | P2 | Closed | 0.65 hr | 5.8 hr | Met |
| VER224-101288 | 17 Jun 2026 | Incident · excluded | Retention change Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| VER224-101287 | 16 Jun 2026 | Service Request | Scan to email failing Printing · BK · Remote | P3 | Resolved | 0.80 hr | 1.9 days | Met |
| VER224-101286 | 16 Jun 2026 | Service Request · excluded | Voicemail not delivering Telephony · AB · Remote | P3 | Resolved | — | — | n/a |
| VER224-101285 | 16 Jun 2026 | Service Request | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | 0.93 hr | 17.8 hr | Met |
| VER224-101284 | 16 Jun 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P4 | Resolved | 0.65 hr | 8.3 hr | Met |
| VER224-101283 | 16 Jun 2026 | Service Request · excluded | Retention change Backup · KB · Remote | P2 | Closed | — | — | n/a |
| VER224-101282 | 15 Jun 2026 | Change | Backup capacity review Backup · TAG · Head Office | P2 | Closed | 0.57 hr | 10.4 hr | Met |
| VER224-101281 | 15 Jun 2026 | Incident | Licence renewal Line of business app · KB · Head Office | P3 | Resolved | 1.59 hr | 15.1 hr | Met |
| VER224-101280 | 15 Jun 2026 | Incident | Slow VPN Network · SE · Head Office | P2 | Closed | 0.14 hr | 1.8 days | Met |
| VER224-101279 | 15 Jun 2026 | Service Request | Message quarantined Email · KB · Head Office | P3 | Closed | 1.43 hr | 21.3 hr | Met |
| VER224-101278 | 15 Jun 2026 | Incident | Voicemail not delivering Telephony · ML · Branch | P2 | Closed | 0.83 hr | 19.4 hr | Met |
| VER224-101277 | 12 Jun 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Closed | — | — | n/a |
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.