SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 37 records in this selection sit outside that — quotes, projects and planned installs, plus 19 calls billed time and materials. They stay visible for volume context.
Service performance
106 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
87.3%
13 call(s) over the 8-hour target
First-time fix
66.0%
Where the source records the field
Volume
Contract calls
106
143 calls logged in the period
Off contract
19
£5,255.25 chargeable
Open / closed
1 / 142
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
106
records
- Line of business app14
- User admin13
- Backup12
- Hardware12
- Security10
- Telephony10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 106 | 5.70 hr | 87.3% | 13 | 37 |
Response performance by call logger
Grouped by the person who raised the call, not the engineer
| Call logger | Calls | Avg response | SLA met | Misses |
|---|---|---|---|---|
| Anne-Marie Cable | 16 | 4.07 hr | 81% | 3 |
| Chloe Dempsey | 16 | 4.96 hr | 88% | 2 |
| Karen Taylor | 10 | 5.36 hr | 80% | 2 |
| Stacey Thomas | 10 | 2.66 hr | 90% | 1 |
| Barry Ebbs | 10 | 2.54 hr | 100% | 0 |
| Kelly Gregory | 9 | 15.60 hr | 88% | 1 |
| Damian Armstrong | 7 | 13.44 hr | 67% | 2 |
| Rachael Parkin | 6 | 7.88 hr | 83% | 1 |
| Phil Jenkins | 6 | 7.92 hr | 83% | 1 |
| (Not recorded) | 5 | 1.75 hr | 100% | 0 |
| Aiden Higgins | 4 | 3.83 hr | 100% | 0 |
| Julie Herbert | 4 | 2.37 hr | 100% | 0 |
13 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 101.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 300467 | Kelly Gregory | Lenovo ThinkPad T14 | 2026-04-24 14:21 | 109.04 hr | +101.0 | ML | New starter setup |
| 300451 | Damian Armstrong | Apple MacBook Pro 14 | 2026-04-02 12:36 | 46.13 hr | +38.1 | ML | Leaver process |
| 300512 | Phil Jenkins | Dell Latitude 7420 | 2026-07-09 09:23 | 42.29 hr | +34.3 | KB | Call quality issue |
| 300485 | Chloe Dempsey | Dell OptiPlex 3050 | 2026-05-27 10:21 | 38.20 hr | +30.2 | ML | Endpoint alert investigation |
| 300440 | Rachael Parkin | HP ProDesk 400 G7 | 2026-03-17 15:55 | 37.26 hr | +29.3 | AB | Docking station not detected |
| 300491 | Karen Taylor | Dell OptiPlex 3050 | 2026-06-04 09:12 | 35.45 hr | +27.4 | AB | Scan to email failing |
| 300520 | Damian Armstrong | Dell OptiPlex 3050 | 2026-07-28 10:54 | 31.01 hr | +23.0 | SE | Switch port fault |
| 300495 | Anne-Marie Cable | Dell Wyse 5070 | 2026-06-11 16:20 | 17.68 hr | +9.7 | ML | Docking station not detected |
| 300521 | Chloe Dempsey | Dell Latitude 5440 | 2026-07-28 17:59 | 11.44 hr | +3.4 | KB | Voicemail not delivering |
| 300457 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-04-09 17:20 | 10.16 hr | +2.2 | ML | Database timeout |
| 300530 | Karen Taylor | HP EliteBook 840 G9 | 2026-08-10 14:37 | 9.08 hr | +1.1 | ML | Message quarantined |
| 300497 | Stacey Thomas | Lenovo ThinkPad T14 | 2026-06-13 17:34 | 8.80 hr | +0.8 | BK | Endpoint alert investigation |
| 300464 | Anne-Marie Cable | Apple iPhone 14 | 2026-04-21 12:42 | 8.09 hr | +0.1 | ML | Switch port fault |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Chloe Dempsey | Line of business app | 4 | 08 Jan 2026 – 08 Jul 2026 |
| Barry Ebbs | Backup / restore | 4 | 12 Feb 2026 – 15 Jun 2026 |
| Stacey Thomas | Monitoring / server / security | 4 | 25 Feb 2026 – 14 Jul 2026 |
| Chloe Dempsey | Email / Microsoft 365 | 4 | 03 Apr 2026 – 02 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 01 Jan 2026 – 21 Apr 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 13 Jan 2026 – 12 Aug 2026 |
| Anne-Marie Cable | Printing | 3 | 26 Jan 2026 – 13 Jul 2026 |
| Aiden Higgins | User administration | 3 | 28 Jan 2026 – 20 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Lenovo ThinkPad T14 | Line of business app | 4 | 05 Mar 2026 – 20 Jul 2026 |
| IGEL UD3 | User administration | 3 | 28 Jan 2026 – 17 Jun 2026 |
| Dell Latitude 7420 | Telephony | 3 | 02 Feb 2026 – 09 Jul 2026 |
| Dell Wyse 5070 | Backup / restore | 3 | 01 Jun 2026 – 30 Jul 2026 |
| Lenovo ThinkPad T14 | Monitoring / server / security | 3 | 13 Jun 2026 – 17 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
143 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| VER774-100438 | 24 Aug 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 3.61 hr | 14.2 hr | Met |
| VER774-100437 | 20 Aug 2026 | Service Request | Name change request User admin · ML · Head Office | P3 | Closed | 6.16 hr | 1.8 days | Met |
| VER774-100436 | 18 Aug 2026 | Service Request · excluded | Spoofed email reported Email · ML · Head Office | P3 | Resolved | — | — | n/a |
| VER774-100435 | 13 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Branch | P3 | Closed | 4.87 hr | 15.2 hr | Met |
| VER774-100434 | 12 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P4 | Resolved | 1.34 hr | 1.7 days | Met |
| VER774-100433 | 10 Aug 2026 | Change | Application crash on launch Line of business app · SE · Head Office | P3 | Closed | 0.20 hr | 1.4 days | Met |
| VER774-100432 | 10 Aug 2026 | Service Request | Message quarantined Email · ML · Head Office | P3 | Closed | 9.08 hr | 11.0 hr | Missed |
| VER774-100431 | 07 Aug 2026 | Service Request | Docking station not detected Hardware · AB · Remote | P4 | Resolved | 1.32 hr | 23.4 hr | Met |
| VER774-100430 | 06 Aug 2026 | Service Request | Leaver process User admin · ML · Head Office | P2 | Resolved | 0.66 hr | 19.8 hr | Met |
| VER774-100429 | 05 Aug 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P3 | Resolved | 0.19 hr | 1.3 days | Met |
| VER774-100428 | 04 Aug 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Closed | 0.32 hr | 1.4 days | Met |
| VER774-100427 | 03 Aug 2026 | Project · excluded | Slow VPN Network · TAG · Head Office | P3 | Open | — | — | n/a |
| VER774-100426 | 02 Aug 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Closed | 0.86 hr | 16.9 hr | Met |
| VER774-100425 | 30 Jul 2026 | Service Request | Restore request Backup · AB · Remote | P4 | Resolved | 1.42 hr | 2.4 hr | Met |
| VER774-100424 | 29 Jul 2026 | Incident | Report not generating Line of business app · TAG · Remote | P3 | Resolved | 0.10 hr | 1.1 days | Met |
| VER774-100423 | 28 Jul 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P4 | Closed | 11.44 hr | 3.7 hr | Missed |
| VER774-100422 | 28 Jul 2026 | Service Request | Switch port fault Network · SE · Branch | P3 | Closed | 31.01 hr | 1.5 days | Missed |
| VER774-100421 | 21 Jul 2026 | Quote · excluded | Docking station not detected Hardware · SE · Branch | P4 | Resolved | — | — | n/a |
| VER774-100420 | 20 Jul 2026 | Incident | Database timeout Line of business app · KB · Remote | P2 | Closed | 0.12 hr | 5.8 hr | Met |
| VER774-100419 | 17 Jul 2026 | Change | Phishing report triage Security · ML · Head Office | P3 | Resolved | 5.74 hr | 9.6 hr | Met |
| VER774-100418 | 14 Jul 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 1.23 hr | 2.2 days | Met |
| VER774-100417 | 13 Jul 2026 | Incident | Toner replacement Printing · ML · Head Office | P4 | Resolved | 6.08 hr | 22.3 hr | Met |
| VER774-100416 | 13 Jul 2026 | Incident | Database timeout Line of business app · KB · Remote | P4 | Resolved | 4.90 hr | 18.4 hr | Met |
| VER774-100415 | 09 Jul 2026 | Incident | Scan to email failing Printing · BK · Head Office | P4 | Resolved | 2.62 hr | 14.2 hr | Met |
| VER774-100414 | 09 Jul 2026 | Incident | Call quality issue Telephony · KB · Remote | P3 | Resolved | 42.29 hr | 18.2 hr | Missed |
| VER774-100413 | 08 Jul 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Resolved | 4.26 hr | 1.2 days | Met |
| VER774-100412 | 06 Jul 2026 | Incident · excluded | Distribution list change Email · TAG · Branch | P4 | Resolved | — | — | n/a |
| VER774-100411 | 30 Jun 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P4 | Resolved | 2.03 hr | 2.4 days | Met |
| VER774-100410 | 27 Jun 2026 | Service Request | Call quality issue Telephony · KB · Head Office | P1 | Closed | 0.97 hr | 10.7 hr | Met |
| VER774-100409 | 26 Jun 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P2 | Resolved | 3.11 hr | 1.7 days | Met |
| VER774-100408 | 25 Jun 2026 | Incident · excluded | Screen flickering Hardware · ML · Remote | P4 | Closed | — | — | n/a |
| VER774-100407 | 24 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 0.19 hr | 1.7 days | Met |
| VER774-100406 | 23 Jun 2026 | Service Request · excluded | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | — | — | n/a |
| VER774-100405 | 22 Jun 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 1.44 hr | 2.0 days | Met |
| VER774-100404 | 19 Jun 2026 | Incident | Leaver process User admin · TAG · Head Office | P4 | Closed | 4.52 hr | 2.1 days | Met |
| VER774-100403 | 19 Jun 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 0.52 hr | 21.2 hr | Met |
| VER774-100402 | 17 Jun 2026 | Service Request | Leaver process User admin · SE · Head Office | P2 | Closed | 1.38 hr | 1.8 days | Met |
| VER774-100401 | 16 Jun 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Resolved | 5.47 hr | 14.9 hr | Met |
| VER774-100400 | 15 Jun 2026 | Service Request | Restore request Backup · AB · Head Office | P3 | Resolved | 0.25 hr | 3.4 hr | Met |
| VER774-100399 | 13 Jun 2026 | Service Request | Endpoint alert investigation Security · BK · Head Office | P3 | Closed | 8.80 hr | 1.4 days | Missed |
| VER774-100398 | 12 Jun 2026 | Incident | Message quarantined Email · AB · Remote | P3 | Closed | 0.64 hr | 1.7 days | Met |
| VER774-100397 | 11 Jun 2026 | Change | Docking station not detected Hardware · ML · Branch | P2 | Resolved | 17.68 hr | 1.0 days | Missed |
| VER774-100396 | 10 Jun 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Head Office | P4 | Resolved | 0.17 hr | 1.7 days | Met |
| VER774-100395 | 09 Jun 2026 | Project · excluded | Suspicious sign-in review Security · BK · Head Office | P3 | Closed | — | — | n/a |
| VER774-100394 | 08 Jun 2026 | Service Request | Docking station not detected Hardware · SE · Head Office | P3 | Closed | 0.55 hr | 19.2 hr | Met |
| VER774-100393 | 04 Jun 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P3 | Resolved | 35.45 hr | 1.3 days | Missed |
| VER774-100392 | 03 Jun 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | — | — | n/a |
| VER774-100391 | 02 Jun 2026 | Quote · excluded | Screen flickering Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| VER774-100390 | 01 Jun 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P3 | Closed | 2.61 hr | 2.2 days | Met |
| VER774-100389 | 29 May 2026 | Service Request | Slow VPN Network · KB · Head Office | P2 | Resolved | 1.10 hr | 2.2 days | Met |
| VER774-100388 | 28 May 2026 | Service Request | Message quarantined Email · TAG · Head Office | P3 | Closed | 0.93 hr | 10.0 hr | Met |
| VER774-100387 | 27 May 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P3 | Resolved | 38.20 hr | 1.2 hr | Missed |
| VER774-100386 | 26 May 2026 | Incident | Name change request User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| VER774-100385 | 25 May 2026 | Change | Spoofed email reported Email · AB · Head Office | P2 | Resolved | 0.26 hr | 1.8 days | Met |
| VER774-100384 | 21 May 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Closed | 1.36 hr | 13.6 hr | Met |
| VER774-100383 | 14 May 2026 | Quote · excluded | Switch port fault Network · SE · Branch | P4 | Closed | — | — | n/a |
| VER774-100382 | 13 May 2026 | Quote · excluded | MFA reset Security · SE · Branch | P4 | Resolved | — | — | n/a |
| VER774-100381 | 12 May 2026 | Service Request | Leaver process User admin · BK · Branch | P4 | Resolved | 7.62 hr | 3.0 hr | Met |
| VER774-100380 | 11 May 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Resolved | 0.21 hr | 2.2 days | Met |
| VER774-100379 | 08 May 2026 | Incident · excluded | Distribution list change Email · ML · Remote | P2 | Closed | — | — | n/a |
| VER774-100378 | 07 May 2026 | Incident | MFA reset Security · SE · Remote | P3 | Resolved | 0.21 hr | 1.1 days | Met |
| VER774-100377 | 06 May 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Site 2 | P4 | Closed | — | — | n/a |
| VER774-100376 | 05 May 2026 | Incident | Restore request Backup · TAG · Head Office | P2 | Closed | 5.18 hr | 18.9 hr | Met |
| VER774-100375 | 04 May 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 0.55 hr | 1.3 days | Met |
| VER774-100374 | 30 Apr 2026 | Incident | Report not generating Line of business app · KB · Site 2 | P3 | Closed | 0.82 hr | 16.0 hr | Met |
| VER774-100373 | 29 Apr 2026 | Incident | Screen flickering Hardware · KB · Head Office | P3 | Closed | — | — | n/a |
| VER774-100372 | 28 Apr 2026 | Quote · excluded | Licence renewal Line of business app · ML · Branch | P4 | Resolved | — | — | n/a |
| VER774-100371 | 27 Apr 2026 | Service Request | Restore request Backup · ML · Head Office | P3 | Closed | 1.27 hr | 1.9 days | Met |
| VER774-100370 | 25 Apr 2026 | Service Request | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 0.81 hr | 15.7 hr | Met |
| VER774-100369 | 24 Apr 2026 | Service Request | New starter setup User admin · ML · Head Office | P3 | Closed | 109.04 hr | 1.8 days | Missed |
| VER774-100368 | 23 Apr 2026 | Incident | New extension setup Telephony · ML · Remote | P2 | Closed | 4.51 hr | 2.2 days | Met |
| VER774-100367 | 22 Apr 2026 | Service Request | Message quarantined Email · KB · Head Office | P2 | Closed | 0.85 hr | 1.3 days | Met |
| VER774-100366 | 21 Apr 2026 | Service Request | Switch port fault Network · ML · Site 2 | P2 | Closed | 8.09 hr | 1.1 days | Missed |
| VER774-100365 | 20 Apr 2026 | Incident | Licence renewal Line of business app · AB · Remote | P2 | Closed | 0.43 hr | 2.1 days | Met |
| VER774-100364 | 17 Apr 2026 | Incident | Scan to email failing Printing · BK · Branch | P3 | Resolved | 5.61 hr | 10.2 hr | Met |
| VER774-100363 | 15 Apr 2026 | Planned Install · excluded | Leaver process User admin · BK · Site 2 | P4 | Closed | — | — | n/a |
| VER774-100362 | 14 Apr 2026 | Service Request | MFA reset Security · KB · Branch | P4 | Closed | 5.33 hr | 5.9 hr | Met |
| VER774-100361 | 13 Apr 2026 | Incident | Backup capacity review Backup · SE · Branch | P3 | Resolved | 0.91 hr | 2.5 days | Met |
| VER774-100360 | 11 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Branch | P4 | Closed | 2.65 hr | 2.2 hr | Met |
| VER774-100359 | 09 Apr 2026 | Service Request | Database timeout Line of business app · ML · Remote | P3 | Closed | 10.16 hr | 17.2 hr | Missed |
| VER774-100358 | 09 Apr 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 0.38 hr | 1.6 days | Met |
| VER774-100357 | 08 Apr 2026 | Incident | Spoofed email reported Email · ML · Branch | P4 | Resolved | 1.10 hr | 1.3 days | Met |
| VER774-100356 | 07 Apr 2026 | Incident · excluded | Laptop will not boot Hardware · ML · Branch | P2 | Resolved | — | — | n/a |
| VER774-100355 | 06 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Remote | P2 | Resolved | 1.36 hr | 1.4 days | Met |
| VER774-100354 | 03 Apr 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Closed | 0.93 hr | 15.5 hr | Met |
| VER774-100353 | 02 Apr 2026 | Incident | Leaver process User admin · ML · Branch | P2 | Closed | 46.13 hr | 12.5 hr | Missed |
| VER774-100352 | 02 Apr 2026 | Incident | Printer offline Printing · AB · Head Office | P2 | Resolved | 0.93 hr | 7.8 hr | Met |
| VER774-100351 | 01 Apr 2026 | Planned Install · excluded | Docking station not detected Hardware · KB · Head Office | P1 | Resolved | — | — | n/a |
| VER774-100350 | 30 Mar 2026 | Planned Install · excluded | Backup capacity review Backup · BK · Head Office | P4 | Closed | — | — | n/a |
| VER774-100349 | 26 Mar 2026 | Change · excluded | Backup job failed Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| VER774-100348 | 25 Mar 2026 | Incident | Screen flickering Hardware · KB · Branch | P2 | Closed | 3.19 hr | 4.6 hr | Met |
| VER774-100347 | 24 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | — | — | n/a |
| VER774-100346 | 23 Mar 2026 | Change | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 1.43 hr | 18.1 hr | Met |
| VER774-100345 | 19 Mar 2026 | Planned Install · excluded | Name change request User admin · KB · Head Office | P3 | Closed | — | — | n/a |
| VER774-100344 | 19 Mar 2026 | Change · excluded | OneDrive sync conflict Microsoft 365 · SE · Branch | P2 | Resolved | — | — | n/a |
| VER774-100343 | 18 Mar 2026 | Project · excluded | Backup capacity review Backup · KB · Head Office | P2 | Closed | — | — | n/a |
| VER774-100342 | 17 Mar 2026 | Service Request | Docking station not detected Hardware · AB · Head Office | P2 | Closed | 37.26 hr | 1.5 days | Missed |
| VER774-100341 | 17 Mar 2026 | Service Request · excluded | Name change request User admin · BK · Head Office | P3 | Closed | — | — | n/a |
| VER774-100340 | 16 Mar 2026 | Incident | Permission change User admin · BK · Head Office | P2 | Resolved | 1.04 hr | 1.9 days | Met |
| VER774-100339 | 12 Mar 2026 | Change · excluded | Message quarantined Email · BK · Head Office | P2 | Closed | — | — | n/a |
| VER774-100338 | 11 Mar 2026 | Change | Distribution list change Email · AB · Branch | P3 | Closed | 1.35 hr | 1.4 days | Met |
| VER774-100337 | 09 Mar 2026 | Incident | Replacement keyboard Hardware · KB · Head Office | P1 | Closed | 0.55 hr | 13.3 hr | Met |
| VER774-100336 | 06 Mar 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 3.71 hr | 2.1 days | Met |
| VER774-100335 | 05 Mar 2026 | Service Request | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 5.29 hr | 14.5 hr | Met |
| VER774-100334 | 04 Mar 2026 | Service Request | Site offline Network · AB · Remote | P3 | Resolved | 0.71 hr | 22.1 hr | Met |
| VER774-100333 | 03 Mar 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Closed | 0.96 hr | 2.2 days | Met |
| VER774-100332 | 02 Mar 2026 | Service Request · excluded | Scan to email failing Printing · BK · Head Office | P3 | Resolved | — | — | n/a |
| VER774-100331 | 27 Feb 2026 | Incident · excluded | Slow VPN Network · BK · Head Office | P4 | Closed | — | — | n/a |
| VER774-100330 | 26 Feb 2026 | Incident | New starter setup User admin · BK · Remote | P4 | Closed | 2.34 hr | 7.0 hr | Met |
| VER774-100329 | 25 Feb 2026 | Incident | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | 0.59 hr | 16.4 hr | Met |
| VER774-100328 | 24 Feb 2026 | Service Request · excluded | Permission change User admin · TAG · Remote | P2 | Resolved | — | — | n/a |
| VER774-100327 | 23 Feb 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P3 | Closed | 5.12 hr | 20.5 hr | Met |
| VER774-100326 | 20 Feb 2026 | Quote · excluded | New extension setup Telephony · TAG · Branch | P2 | Closed | — | — | n/a |
| VER774-100325 | 18 Feb 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| VER774-100324 | 17 Feb 2026 | Service Request | Retention change Backup · BK · Branch | P1 | Closed | 0.16 hr | 13.4 hr | Met |
| VER774-100323 | 16 Feb 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 0.75 hr | 2.0 days | Met |
| VER774-100322 | 13 Feb 2026 | Service Request | Name change request User admin · ML · Site 2 | P3 | Closed | 1.77 hr | 1.2 days | Met |
| VER774-100321 | 12 Feb 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 4.30 hr | 1.3 days | Met |
| VER774-100320 | 11 Feb 2026 | Quote · excluded | Permission change User admin · AB · Head Office | P2 | Closed | — | — | n/a |
| VER774-100319 | 10 Feb 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 1.17 hr | 21.0 hr | Met |
| VER774-100318 | 09 Feb 2026 | Change | Application crash on launch Line of business app · BK · Remote | P3 | Closed | 1.04 hr | 1.4 hr | Met |
| VER774-100317 | 05 Feb 2026 | Planned Install · excluded | Retention change Backup · KB · Branch | P3 | Closed | — | — | n/a |
| VER774-100316 | 04 Feb 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 1.16 hr | 2.2 days | Met |
| VER774-100315 | 02 Feb 2026 | Change | Call quality issue Telephony · TAG · Head Office | P4 | Resolved | 0.86 hr | 1.6 days | Met |
| VER774-100314 | 31 Jan 2026 | Incident · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| VER774-100313 | 29 Jan 2026 | Incident | Call quality issue Telephony · TAG · Branch | P2 | Resolved | 1.08 hr | 18.7 hr | Met |
| VER774-100312 | 28 Jan 2026 | Incident | New starter setup User admin · ML · Site 2 | P3 | Resolved | 3.00 hr | 7.1 hr | Met |
| VER774-100311 | 26 Jan 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Resolved | 0.92 hr | 2.4 days | Met |
| VER774-100310 | 22 Jan 2026 | Quote · excluded | New extension setup Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| VER774-100309 | 20 Jan 2026 | Quote · excluded | Mailbox delegation Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| VER774-100308 | 19 Jan 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P3 | Resolved | 0.81 hr | 19.9 hr | Met |
| VER774-100307 | 18 Jan 2026 | Incident | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | 5.89 hr | 2.1 days | Met |
| VER774-100306 | 16 Jan 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| VER774-100305 | 15 Jan 2026 | Incident · excluded | Endpoint alert investigation Security · KB · Remote | P2 | Resolved | — | — | n/a |
| VER774-100304 | 14 Jan 2026 | Incident | Scan to email failing Printing · SE · Branch | P3 | Closed | 0.70 hr | 2.2 days | Met |
| VER774-100303 | 13 Jan 2026 | Incident | Laptop will not boot Hardware · TAG · Branch | P3 | Closed | 1.04 hr | 19.1 hr | Met |
| VER774-100302 | 13 Jan 2026 | Service Request | Distribution list change Email · KB · Site 2 | P3 | Resolved | 3.90 hr | 1.9 days | Met |
| VER774-100301 | 12 Jan 2026 | Service Request | Restore request Backup · ML · Site 2 | P2 | Closed | 2.89 hr | 2.3 days | Met |
| VER774-100300 | 09 Jan 2026 | Incident | Backup job failed Backup · TAG · Remote | P3 | Resolved | 2.64 hr | 18.4 hr | Met |
| VER774-100299 | 09 Jan 2026 | Service Request · excluded | Name change request User admin · AB · Head Office | P4 | Resolved | — | — | n/a |
| VER774-100298 | 08 Jan 2026 | Incident | Report not generating Line of business app · ML · Head Office | P3 | Resolved | 0.83 hr | 22.5 hr | Met |
| VER774-100297 | 07 Jan 2026 | Change · excluded | Printer offline Printing · TAG · Remote | P3 | Resolved | — | — | n/a |
| VER774-100296 | 01 Jan 2026 | Service Request | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Closed | 0.41 hr | 5.3 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.