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VER381OnboardingTime and materials

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

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy13 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 7 records in this selection sit outside that — quotes, projects and planned installs, plus 5 calls billed time and materials. They stay visible for volume context.

Service performance

27 eligible records in this year
Average first response
3.2 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
92.3%
2 call(s) over the 8-hour target
First-time fix
81.5%
Where the source records the field

Volume

Contract calls
27
34 calls logged in the period
Off contract
5
£786.75 chargeable
Open / closed
1 / 33
Across the selected period
Data-quality gaps
1
Contract calls with no response time recorded

Support volume trend

Event measure summed per month

Records are counted in the bucket containing their logged date.

Category breakdown

Eligible records only

27
records
  • Network4
  • Microsoft 3654
  • Hardware4
  • Line of business app3
  • Printing3
  • Email2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026273.17 hr92.3%27

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor77.52 hr83%1
Anne-Marie Cable44.55 hr75%1
Julie Herbert31.25 hr100%0
Stacey Thomas31.39 hr100%0
Aiden Higgins31.06 hr100%0
(Not recorded)21.05 hr100%0
Kelly Gregory21.12 hr100%0
Damian Armstrong11.26 hr100%0
Daniel Blacker10.92 hr100%0
Phil Jenkins11.46 hr100%0

2 contract calls missed the 8-hour target

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

Longest 26.7 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
308266Karen TaylorHP t6402026-03-17 13:5634.73 hr+26.7MLVoicemail not delivering
308283Anne-Marie CableIGEL UD32026-07-10 13:519.02 hr+1.0KBSlow VPN

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Karen TaylorEmail / Microsoft 365304 Mar 2026 – 07 Jul 2026

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
VER381-10011624 Aug 2026Service RequestLaptop will not boot
Hardware · SE · Remote
P3Resolved1.45 hr2.2 daysMet
VER381-10011514 Aug 2026IncidentNew starter setup
User admin · KB · Branch
P3Closed1.46 hr2.3 daysMet
VER381-10011405 Aug 2026IncidentToner replacement
Printing · SE · Branch
P2Resolved0.43 hr1.5 daysMet
VER381-10011303 Aug 2026Quote · excludedPermission change
User admin · SE · Head Office
P4In Progress——n/a
VER381-10011228 Jul 2026Incident · excludedOutlook not syncing
Microsoft 365 · ML · Remote
P2Closed——n/a
VER381-10011120 Jul 2026Incident · excludedSwitch port fault
Network · TAG · Head Office
P3Closed——n/a
VER381-10011013 Jul 2026IncidentScan to email failing
Printing · TAG · Site 2
P2Closed0.44 hr17.4 hrMet
VER381-10010910 Jul 2026ChangeSlow VPN
Network · KB · Head Office
P2Resolved9.02 hr1.8 daysMissed
VER381-10010809 Jul 2026IncidentTeams sign-in loop
Microsoft 365 · KB · Branch
P2Closed5.62 hr1.9 daysMet
VER381-10010708 Jul 2026IncidentWi-Fi dropouts in warehouse
Network · SE · Head Office
P4Resolved1.26 hr1.4 daysMet
VER381-10010607 Jul 2026Service RequestMailbox delegation
Email · BK · Head Office
P4Closed2.46 hr1.1 daysMet
VER381-10010502 Jul 2026IncidentDatabase timeout
Line of business app · KB · Head Office
P3Resolved0.79 hr13.1 hrMet
VER381-10010426 Jun 2026IncidentSwitch port fault
Network · TAG · Site 2
P2Resolved1.49 hr15.9 hrMet
VER381-10010324 Jun 2026Service Request · excludedDatabase timeout
Line of business app · BK · Head Office
P4Closed——n/a
VER381-10010216 Jun 2026IncidentRestore request
Backup · ML · Head Office
P2Resolved0.75 hr1.7 daysMet
VER381-10010105 Jun 2026Quote · excludedNew starter setup
User admin · ML · Remote
P4Closed——n/a
VER381-10010027 May 2026IncidentLaptop will not boot
Hardware · SE · Head Office
P4Resolved1.42 hr1.6 daysMet
VER381-10009913 May 2026IncidentName change request
User admin · BK · Branch
P3Closed1.46 hr1.1 daysMet
VER381-10009805 May 2026Service RequestNew printer driver rollout
Printing · AB · Remote
P3Closed2.82 hr0.6 hrMet
VER381-10009729 Apr 2026IncidentTeams sign-in loop
Microsoft 365 · TAG · Branch
P3Resolved0.46 hr1.0 daysMet
VER381-10009612 Apr 2026ChangeDocking station not detected
Hardware · BK · Remote
P3Resolved1.26 hr1.1 daysMet
VER381-10009507 Apr 2026Service RequestDatabase timeout
Line of business app · ML · Remote
P4Closed0.47 hr1.1 daysMet
VER381-10009424 Mar 2026Service Request · excludedSharePoint permission request
Microsoft 365 · AB · Head Office
P1Resolved——n/a
VER381-10009319 Mar 2026IncidentHandset registration
Telephony · TAG · Head Office
P4Closed0.69 hr1.1 daysMet
VER381-10009217 Mar 2026IncidentVoicemail not delivering
Telephony · ML · Head Office
P2Resolved34.73 hr1.5 daysMissed
VER381-10009112 Mar 2026IncidentRestore request
Backup · BK · Head Office
P2Closed0.92 hr19.0 hrMet
VER381-10009004 Mar 2026ChangeOutlook not syncing
Microsoft 365 · BK · Branch
P2Closed——n/a
VER381-10008925 Feb 2026Incident · excludedPermission change
User admin · AB · Branch
P1Closed——n/a
VER381-10008831 Jan 2026IncidentScreen flickering
Hardware · ML · Head Office
P2Closed2.70 hr2.4 daysMet
VER381-10008728 Jan 2026Service RequestSharePoint permission request
Microsoft 365 · SE · Head Office
P3Resolved0.63 hr1.5 daysMet
VER381-10008621 Jan 2026Service RequestLicence renewal
Line of business app · SE · Head Office
P3Resolved0.20 hr12.6 hrMet
VER381-10008514 Jan 2026Service RequestSwitch port fault
Network · BK · Head Office
P3Resolved1.26 hr1.3 daysMet
VER381-10008409 Jan 2026IncidentEndpoint alert investigation
Security · AB · Branch
P2Closed5.56 hr19.9 hrMet
VER381-10008306 Jan 2026IncidentDistribution list change
Email · KB · Head Office
P3Closed2.69 hr2.1 daysMet
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.