SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 42 records in this selection sit outside that — quotes, projects and planned installs, plus 21 calls billed time and materials. They stay visible for volume context.
Service performance
136 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
93.5%
8 call(s) over the 8-hour target
First-time fix
76.5%
Where the source records the field
Volume
Contract calls
136
178 calls logged in the period
Off contract
21
£5,334 chargeable
Open / closed
8 / 170
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
136
records
- Network21
- Telephony20
- Line of business app15
- Security14
- Hardware14
- Microsoft 36513
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 136 | 4.16 hr | 93.5% | 8 | 42 |
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 | 18 | 2.01 hr | 94% | 1 |
| Barry Ebbs | 17 | 2.57 hr | 100% | 0 |
| Stacey Thomas | 15 | 1.95 hr | 100% | 0 |
| Karen Taylor | 13 | 15.60 hr | 77% | 3 |
| Rachael Parkin | 10 | 1.40 hr | 100% | 0 |
| (Not recorded) | 10 | 2.55 hr | 90% | 1 |
| Chloe Dempsey | 9 | 7.35 hr | 86% | 1 |
| Phil Jenkins | 9 | 1.84 hr | 100% | 0 |
| Kelly Gregory | 9 | 4.35 hr | 88% | 1 |
| Damian Armstrong | 8 | 3.18 hr | 100% | 0 |
| Aiden Higgins | 6 | 6.75 hr | 83% | 1 |
| Julie Herbert | 6 | 1.13 hr | 100% | 0 |
8 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 139.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305614 | Karen Taylor | Apple iPhone 12 | 2026-05-26 08:20 | 147.39 hr | +139.4 | BK | Retention change |
| 305577 | Chloe Dempsey | Samsung Galaxy S23 | 2026-03-31 16:27 | 39.37 hr | +31.4 | AB | Suspicious sign-in review |
| 305534 | Aiden Higgins | Lenovo ThinkCentre M70q | 2026-01-28 17:20 | 32.77 hr | +24.8 | AB | Endpoint alert investigation |
| 305513 | Karen Taylor | Apple MacBook Pro 14 | 2026-01-01 17:04 | 31.43 hr | +23.4 | ML | Restore request |
| 305566 | Kelly Gregory | HP ProBook 450 G6 | 2026-03-12 11:09 | 22.28 hr | +14.3 | SE | Wi-Fi dropouts in warehouse |
| 305653 | Karen Taylor | Apple iPhone 14 | 2026-07-14 10:55 | 11.05 hr | +3.0 | KB | Name change request |
| 305569 | (Not recorded) | Ubiquiti USW-Pro-24 | 2026-03-17 17:37 | 8.64 hr | +0.6 | SE | MFA reset |
| 305604 | Anne-Marie Cable | HP ProBook 450 G6 | 2026-05-12 12:00 | 8.43 hr | +0.4 | SE | Backup capacity review |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Barry Ebbs | Email / Microsoft 365 | 6 | 16 Feb 2026 – 20 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 5 | 07 Jan 2026 – 09 Aug 2026 |
| Phil Jenkins | Monitoring / server / security | 5 | 16 Jan 2026 – 14 Aug 2026 |
| Anne-Marie Cable | Telephony | 4 | 05 Jan 2026 – 22 Aug 2026 |
| Rachael Parkin | Email / Microsoft 365 | 4 | 30 Jan 2026 – 17 Jul 2026 |
| Kelly Gregory | Monitoring / server / security | 4 | 12 Mar 2026 – 19 Aug 2026 |
| Karen Taylor | Backup / restore | 3 | 01 Jan 2026 – 10 Aug 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 01 Jan 2026 – 03 Feb 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | Monitoring / server / security | 5 | 01 Jan 2026 – 22 Aug 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 07 Jan 2026 – 21 Aug 2026 |
| Samsung Galaxy S23 | Monitoring / server / security | 4 | 31 Mar 2026 – 14 Aug 2026 |
| Samsung Galaxy A54 | Monitoring / server / security | 3 | 19 Jan 2026 – 19 Mar 2026 |
| HP EliteBook 840 G9 | Line of business app | 3 | 21 Jan 2026 – 13 Aug 2026 |
| HP EliteBook 840 G9 | Hardware | 3 | 29 Jan 2026 – 11 May 2026 |
| Apple iPhone 14 | Telephony | 3 | 06 Feb 2026 – 06 Mar 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 3 | 12 Mar 2026 – 04 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
178 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| VER959-100566 | 24 Aug 2026 | Service Request | Screen flickering Hardware · KB · Branch | P4 | Resolved | 0.78 hr | 2.5 hr | Met |
| VER959-100565 | 22 Aug 2026 | Service Request | Phishing report triage Security · ML · Head Office | P4 | Closed | 0.17 hr | 2.4 days | Met |
| VER959-100564 | 22 Aug 2026 | Incident | Handset registration Telephony · AB · Remote | P4 | In Progress | — | — | n/a |
| VER959-100563 | 21 Aug 2026 | Service Request | Application crash on launch Line of business app · BK · Head Office | P1 | Open | — | — | n/a |
| VER959-100562 | 21 Aug 2026 | Change | Suspicious sign-in review Security · TAG · Head Office | P3 | In Progress | — | — | n/a |
| VER959-100561 | 20 Aug 2026 | Incident | Leaver process User admin · AB · Head Office | P3 | In Progress | — | — | n/a |
| VER959-100560 | 19 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | — | — | n/a |
| VER959-100559 | 18 Aug 2026 | Incident · excluded | Site offline Network · ML · Head Office | P2 | Resolved | — | — | n/a |
| VER959-100558 | 17 Aug 2026 | Incident · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| VER959-100557 | 16 Aug 2026 | Change | Printer offline Printing · ML · Head Office | P4 | Closed | 1.36 hr | 11.0 hr | Met |
| VER959-100556 | 14 Aug 2026 | Incident | Site offline Network · BK · Remote | P4 | Resolved | 0.44 hr | 2.0 days | Met |
| VER959-100555 | 13 Aug 2026 | Incident · excluded | Switch port fault Network · ML · Remote | P4 | Resolved | — | — | n/a |
| VER959-100554 | 13 Aug 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P3 | Closed | 1.45 hr | 1.9 days | Met |
| VER959-100553 | 12 Aug 2026 | Service Request | Licence renewal Line of business app · TAG · Branch | P2 | Closed | 0.88 hr | 14.8 hr | Met |
| VER959-100552 | 11 Aug 2026 | Incident | Docking station not detected Hardware · KB · Remote | P4 | Closed | 2.55 hr | 9.2 hr | Met |
| VER959-100551 | 11 Aug 2026 | Incident | Slow VPN Network · KB · Branch | P4 | Closed | 5.29 hr | 1.7 hr | Met |
| VER959-100550 | 10 Aug 2026 | Incident | Retention change Backup · AB · Head Office | P2 | Closed | 3.09 hr | 1.1 days | Met |
| VER959-100549 | 09 Aug 2026 | Incident | Slow VPN Network · ML · Head Office | P3 | Resolved | 5.54 hr | 1.3 days | Met |
| VER959-100548 | 09 Aug 2026 | Incident | New extension setup Telephony · SE · Head Office | P4 | Closed | 1.17 hr | 3.9 hr | Met |
| VER959-100547 | 07 Aug 2026 | Change | Laptop will not boot Hardware · AB · Branch | P1 | Closed | 1.90 hr | 1.4 hr | Met |
| VER959-100546 | 05 Aug 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 0.52 hr | 1.6 days | Met |
| VER959-100545 | 05 Aug 2026 | Incident · excluded | Screen flickering Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| VER959-100544 | 04 Aug 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P4 | Closed | 2.80 hr | 21.4 hr | Met |
| VER959-100543 | 04 Aug 2026 | Planned Install · excluded | Mailbox delegation Email · TAG · Branch | P3 | In Progress | — | — | n/a |
| VER959-100542 | 31 Jul 2026 | Service Request | Call quality issue Telephony · ML · Remote | P4 | Closed | 0.09 hr | 2.0 hr | Met |
| VER959-100541 | 30 Jul 2026 | Service Request | Report not generating Line of business app · AB · Head Office | P4 | Resolved | 1.29 hr | 1.2 days | Met |
| VER959-100540 | 29 Jul 2026 | Incident | Phishing report triage Security · AB · Head Office | P3 | Resolved | 0.74 hr | 2.1 days | Met |
| VER959-100539 | 27 Jul 2026 | Quote · excluded | MFA reset Security · AB · Remote | P4 | In Progress | — | — | n/a |
| VER959-100538 | 23 Jul 2026 | Change | Screen flickering Hardware · SE · Head Office | P3 | Resolved | 1.14 hr | 8.7 hr | Met |
| VER959-100537 | 22 Jul 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Open | — | — | n/a |
| VER959-100536 | 21 Jul 2026 | Incident · excluded | SharePoint permission request Microsoft 365 · KB · Branch | P3 | Resolved | — | — | n/a |
| VER959-100535 | 21 Jul 2026 | Incident | Retention change Backup · TAG · Head Office | P3 | Closed | 0.69 hr | 9.2 hr | Met |
| VER959-100534 | 20 Jul 2026 | Incident | Mailbox delegation Email · SE · Remote | P3 | Closed | 1.28 hr | 19.6 hr | Met |
| VER959-100533 | 20 Jul 2026 | Incident | Slow VPN Network · AB · Head Office | P3 | Closed | 3.58 hr | 1.1 days | Met |
| VER959-100532 | 17 Jul 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P3 | Resolved | 0.05 hr | 2.0 days | Met |
| VER959-100531 | 16 Jul 2026 | Quote · excluded | Scan to email failing Printing · ML · Head Office | P4 | Open | — | — | n/a |
| VER959-100530 | 15 Jul 2026 | Change · excluded | Report not generating Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| VER959-100529 | 14 Jul 2026 | Incident | Name change request User admin · KB · Head Office | P3 | Closed | 11.05 hr | 1.4 days | Missed |
| VER959-100528 | 08 Jul 2026 | Project · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| VER959-100527 | 06 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| VER959-100526 | 04 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · TAG · Branch | P3 | Closed | 0.94 hr | 1.8 days | Met |
| VER959-100525 | 03 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Branch | P3 | Closed | 0.67 hr | 2.4 hr | Met |
| VER959-100524 | 02 Jul 2026 | Planned Install · excluded | Outlook not syncing Microsoft 365 · BK · Head Office | P2 | Resolved | — | — | n/a |
| VER959-100523 | 02 Jul 2026 | Incident | Call quality issue Telephony · SE · Branch | P3 | Resolved | 1.47 hr | 2.4 days | Met |
| VER959-100522 | 01 Jul 2026 | Incident | Call quality issue Telephony · ML · Head Office | P4 | Resolved | 2.73 hr | 1.1 days | Met |
| VER959-100521 | 01 Jul 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 0.70 hr | 9.2 hr | Met |
| VER959-100520 | 30 Jun 2026 | Service Request · excluded | Restore request Backup · TAG · Head Office | P4 | Closed | — | — | n/a |
| VER959-100519 | 29 Jun 2026 | Project · excluded | Backup capacity review Backup · TAG · Branch | P2 | Closed | — | — | n/a |
| VER959-100518 | 29 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Branch | P3 | Closed | 4.47 hr | 1.1 days | Met |
| VER959-100517 | 26 Jun 2026 | Incident · excluded | Report not generating Line of business app · ML · Head Office | P4 | Closed | — | — | n/a |
| VER959-100516 | 26 Jun 2026 | Service Request · excluded | Screen flickering Hardware · AB · Head Office | P2 | Resolved | — | — | n/a |
| VER959-100515 | 25 Jun 2026 | Quote · excluded | Site offline Network · TAG · Branch | P1 | Resolved | — | — | n/a |
| VER959-100514 | 24 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Site 2 | P2 | Resolved | 4.42 hr | 1.9 days | Met |
| VER959-100513 | 23 Jun 2026 | Incident · excluded | Leaver process User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| VER959-100512 | 22 Jun 2026 | Quote · excluded | New printer driver rollout Printing · SE · Remote | P3 | Closed | — | — | n/a |
| VER959-100511 | 19 Jun 2026 | Service Request · excluded | Permission change User admin · KB · Head Office | P3 | Resolved | — | — | n/a |
| VER959-100510 | 18 Jun 2026 | Incident | Screen flickering Hardware · AB · Head Office | P3 | Closed | 0.69 hr | 2.5 days | Met |
| VER959-100509 | 18 Jun 2026 | Incident | Leaver process User admin · KB · Branch | P3 | Resolved | 0.93 hr | 8.2 hr | Met |
| VER959-100508 | 17 Jun 2026 | Incident | Retention change Backup · TAG · Head Office | P4 | Closed | 1.36 hr | 23.5 hr | Met |
| VER959-100507 | 17 Jun 2026 | Quote · excluded | Leaver process User admin · ML · Branch | P4 | Closed | — | — | n/a |
| VER959-100506 | 16 Jun 2026 | Incident | Report not generating Line of business app · BK · Site 2 | P3 | Resolved | 1.45 hr | 2.1 days | Met |
| VER959-100505 | 15 Jun 2026 | Project · excluded | Scan to email failing Printing · ML · Site 2 | P4 | Closed | — | — | n/a |
| VER959-100504 | 14 Jun 2026 | Service Request | Screen flickering Hardware · KB · Remote | P3 | Resolved | 1.11 hr | 23.7 hr | Met |
| VER959-100503 | 14 Jun 2026 | Incident | Application crash on launch Line of business app · ML · Remote | P4 | Closed | 1.15 hr | 1.6 days | Met |
| VER959-100502 | 11 Jun 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P2 | Closed | 2.42 hr | 1.8 days | Met |
| VER959-100501 | 10 Jun 2026 | Incident | Database timeout Line of business app · AB · Branch | P4 | Closed | 0.14 hr | 4.8 hr | Met |
| VER959-100500 | 09 Jun 2026 | Incident | Leaver process User admin · ML · Head Office | P3 | Closed | 4.48 hr | 21.0 hr | Met |
| VER959-100499 | 08 Jun 2026 | Change | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Closed | 0.36 hr | 1.6 days | Met |
| VER959-100498 | 05 Jun 2026 | Planned Install · excluded | SharePoint permission request Microsoft 365 · SE · Branch | P4 | Closed | — | — | n/a |
| VER959-100497 | 04 Jun 2026 | Project · excluded | Suspicious sign-in review Security · AB · Head Office | P2 | Closed | — | — | n/a |
| VER959-100496 | 03 Jun 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Resolved | — | — | n/a |
| VER959-100495 | 01 Jun 2026 | Service Request | Handset registration Telephony · SE · Head Office | P3 | Closed | 0.75 hr | 2.0 days | Met |
| VER959-100494 | 29 May 2026 | Change | Voicemail not delivering Telephony · SE · Branch | P3 | Resolved | 3.18 hr | 6.6 hr | Met |
| VER959-100493 | 28 May 2026 | Incident | Toner replacement Printing · SE · Site 2 | P4 | Resolved | 0.87 hr | 2.4 days | Met |
| VER959-100492 | 27 May 2026 | Incident | Call quality issue Telephony · TAG · Head Office | P2 | Resolved | — | — | n/a |
| VER959-100491 | 27 May 2026 | Incident | Retention change Backup · SE · Branch | P3 | Resolved | 0.42 hr | 8.9 hr | Met |
| VER959-100490 | 26 May 2026 | Service Request | Retention change Backup · BK · Head Office | P2 | Resolved | 147.39 hr | 15.4 hr | Missed |
| VER959-100489 | 26 May 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P2 | Resolved | 0.66 hr | 1.3 days | Met |
| VER959-100488 | 22 May 2026 | Service Request | Slow VPN Network · SE · Head Office | P1 | Closed | — | — | n/a |
| VER959-100487 | 21 May 2026 | Change | Mailbox delegation Email · AB · Site 2 | P3 | Resolved | 5.36 hr | 1.4 days | Met |
| VER959-100486 | 21 May 2026 | Incident | Database timeout Line of business app · SE · Head Office | P2 | Closed | 0.63 hr | 1.9 days | Met |
| VER959-100485 | 20 May 2026 | Incident | Voicemail not delivering Telephony · ML · Branch | P4 | Closed | 4.07 hr | 1.2 days | Met |
| VER959-100484 | 19 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · SE · Head Office | P3 | Closed | 1.24 hr | 1.5 days | Met |
| VER959-100483 | 18 May 2026 | Change | Slow VPN Network · AB · Remote | P3 | Closed | 5.79 hr | 15.6 hr | Met |
| VER959-100482 | 13 May 2026 | Incident | MFA reset Security · KB · Remote | P4 | Closed | 1.49 hr | 2.2 days | Met |
| VER959-100481 | 13 May 2026 | Incident | New starter setup User admin · ML · Site 2 | P4 | Closed | 1.40 hr | 2.9 hr | Met |
| VER959-100480 | 12 May 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Closed | 8.43 hr | 1.8 days | Missed |
| VER959-100479 | 11 May 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P3 | Resolved | 3.50 hr | 12.9 hr | Met |
| VER959-100478 | 07 May 2026 | Incident | Permission change User admin · ML · Branch | P3 | Resolved | 0.37 hr | 2.1 days | Met |
| VER959-100477 | 06 May 2026 | Incident | Phishing report triage Security · ML · Head Office | P3 | Resolved | 1.57 hr | 12.4 hr | Met |
| VER959-100476 | 05 May 2026 | Incident | Spoofed email reported Email · TAG · Head Office | P3 | Closed | 0.75 hr | 2.1 days | Met |
| VER959-100475 | 04 May 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Remote | P3 | Resolved | 1.10 hr | 2.3 days | Met |
| VER959-100474 | 02 May 2026 | Incident | Laptop will not boot Hardware · AB · Head Office | P2 | Closed | 1.14 hr | 8.7 hr | Met |
| VER959-100473 | 01 May 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Head Office | P3 | Closed | — | — | n/a |
| VER959-100472 | 30 Apr 2026 | Incident | Name change request User admin · BK · Head Office | P3 | Closed | 4.35 hr | 2.4 days | Met |
| VER959-100471 | 29 Apr 2026 | Incident | Switch port fault Network · BK · Head Office | P4 | Resolved | 1.88 hr | 1.1 days | Met |
| VER959-100470 | 28 Apr 2026 | Incident · excluded | Backup job failed Backup · ML · Remote | P3 | Resolved | — | — | n/a |
| VER959-100469 | 27 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Resolved | 3.75 hr | 1.4 days | Met |
| VER959-100468 | 24 Apr 2026 | Change | Licence renewal Line of business app · ML · Head Office | P3 | Closed | 1.07 hr | 16.1 hr | Met |
| VER959-100467 | 23 Apr 2026 | Incident | Site offline Network · KB · Head Office | P3 | Closed | 5.16 hr | 18.8 hr | Met |
| VER959-100466 | 22 Apr 2026 | Service Request | Retention change Backup · SE · Head Office | P3 | Closed | 1.29 hr | 8.7 hr | Met |
| VER959-100465 | 20 Apr 2026 | Incident · excluded | Licence renewal Line of business app · TAG · Branch | P2 | Resolved | — | — | n/a |
| VER959-100464 | 20 Apr 2026 | Change | Report not generating Line of business app · KB · Remote | P3 | Resolved | 0.23 hr | 1.9 days | Met |
| VER959-100463 | 15 Apr 2026 | Service Request | Screen flickering Hardware · ML · Branch | P3 | Closed | — | — | n/a |
| VER959-100462 | 14 Apr 2026 | Incident | Permission change User admin · KB · Head Office | P4 | Closed | 1.00 hr | 2.2 days | Met |
| VER959-100461 | 13 Apr 2026 | Incident | Spoofed email reported Email · BK · Site 2 | P4 | Resolved | 7.19 hr | 2.5 hr | Met |
| VER959-100460 | 13 Apr 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P2 | Closed | — | — | n/a |
| VER959-100459 | 11 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Closed | 0.12 hr | 1.2 days | Met |
| VER959-100458 | 10 Apr 2026 | Incident | Message quarantined Email · SE · Branch | P3 | Closed | 0.26 hr | 1.8 days | Met |
| VER959-100457 | 03 Apr 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · ML · Remote | P2 | Closed | — | — | n/a |
| VER959-100456 | 02 Apr 2026 | Service Request | Handset registration Telephony · SE · Head Office | P4 | Closed | 0.35 hr | 8.7 hr | Met |
| VER959-100455 | 01 Apr 2026 | Incident | Database timeout Line of business app · ML · Remote | P3 | Closed | 1.01 hr | 3.0 hr | Met |
| VER959-100454 | 31 Mar 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Resolved | 0.90 hr | 1.0 days | Met |
| VER959-100453 | 31 Mar 2026 | Incident | Suspicious sign-in review Security · AB · Remote | P3 | Closed | 39.37 hr | 1.4 days | Missed |
| VER959-100452 | 30 Mar 2026 | Quote · excluded | Leaver process User admin · AB · Head Office | P4 | Closed | — | — | n/a |
| VER959-100451 | 27 Mar 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Closed | 1.51 hr | 1.6 days | Met |
| VER959-100450 | 26 Mar 2026 | Change · excluded | New printer driver rollout Printing · SE · Branch | P3 | Resolved | — | — | n/a |
| VER959-100449 | 25 Mar 2026 | Incident | Backup job failed Backup · ML · Site 2 | P3 | Closed | 4.68 hr | 2.2 days | Met |
| VER959-100448 | 23 Mar 2026 | Service Request | Docking station not detected Hardware · BK · Head Office | P2 | Closed | — | — | n/a |
| VER959-100447 | 19 Mar 2026 | Incident | Switch port fault Network · TAG · Head Office | P3 | Resolved | 0.35 hr | 1.7 days | Met |
| VER959-100446 | 18 Mar 2026 | Incident | Name change request User admin · KB · Head Office | P2 | Closed | 0.58 hr | 7.9 hr | Met |
| VER959-100445 | 17 Mar 2026 | Incident | MFA reset Security · SE · Head Office | P4 | Closed | 8.64 hr | 1.9 days | Missed |
| VER959-100444 | 16 Mar 2026 | Incident | Spoofed email reported Email · AB · Site 2 | P4 | Resolved | 0.36 hr | 10.0 hr | Met |
| VER959-100443 | 13 Mar 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | 3.77 hr | 5.1 hr | Met |
| VER959-100442 | 12 Mar 2026 | Change | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Closed | 22.28 hr | 1.9 days | Missed |
| VER959-100441 | 12 Mar 2026 | Change · excluded | Name change request User admin · AB · Head Office | P3 | Resolved | — | — | n/a |
| VER959-100440 | 11 Mar 2026 | Quote · excluded | New starter setup User admin · BK · Branch | P3 | Resolved | — | — | n/a |
| VER959-100439 | 09 Mar 2026 | Service Request | Retention change Backup · BK · Branch | P3 | Closed | 0.48 hr | 2.4 days | Met |
| VER959-100438 | 08 Mar 2026 | Quote · excluded | Report not generating Line of business app · TAG · Head Office | P1 | Closed | — | — | n/a |
| VER959-100437 | 06 Mar 2026 | Project · excluded | Toner replacement Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| VER959-100436 | 06 Mar 2026 | Incident | Voicemail not delivering Telephony · TAG · Branch | P3 | Closed | — | — | n/a |
| VER959-100435 | 05 Mar 2026 | Service Request | New printer driver rollout Printing · AB · Remote | P4 | Closed | 0.79 hr | 12.2 hr | Met |
| VER959-100434 | 04 Mar 2026 | Incident · excluded | Phishing report triage Security · KB · Remote | P2 | Resolved | — | — | n/a |
| VER959-100433 | 03 Mar 2026 | Change | New starter setup User admin · BK · Head Office | P4 | Closed | 0.94 hr | 1.1 days | Met |
| VER959-100432 | 03 Mar 2026 | Incident | Call quality issue Telephony · SE · Site 2 | P4 | Closed | 6.08 hr | 0.4 hr | Met |
| VER959-100431 | 02 Mar 2026 | Service Request | New printer driver rollout Printing · BK · Branch | P2 | Closed | 1.08 hr | 6.1 hr | Met |
| VER959-100430 | 27 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · AB · Remote | P3 | Resolved | 3.42 hr | 3.4 hr | Met |
| VER959-100429 | 25 Feb 2026 | Service Request | New extension setup Telephony · BK · Remote | P3 | Resolved | 0.15 hr | 19.5 hr | Met |
| VER959-100428 | 25 Feb 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P2 | Resolved | 1.49 hr | 2.3 days | Met |
| VER959-100427 | 24 Feb 2026 | Service Request · excluded | Suspicious sign-in review Security · SE · Branch | P4 | Closed | — | — | n/a |
| VER959-100426 | 22 Feb 2026 | Change | Site offline Network · BK · Branch | P3 | Closed | 0.50 hr | 1.8 days | Met |
| VER959-100425 | 22 Feb 2026 | Incident | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P3 | Resolved | 0.78 hr | 1.0 days | Met |
| VER959-100424 | 20 Feb 2026 | Incident · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| VER959-100423 | 19 Feb 2026 | Service Request · excluded | Backup capacity review Backup · KB · Head Office | P1 | Closed | — | — | n/a |
| VER959-100422 | 18 Feb 2026 | Incident | Permission change User admin · TAG · Head Office | P2 | Resolved | 4.82 hr | 5.8 hr | Met |
| VER959-100421 | 17 Feb 2026 | Incident | Report not generating Line of business app · ML · Head Office | P2 | Resolved | 7.05 hr | 1.1 days | Met |
| VER959-100420 | 16 Feb 2026 | Service Request | SharePoint permission request Microsoft 365 · SE · Head Office | P4 | Resolved | 0.67 hr | 1.6 days | Met |
| VER959-100419 | 11 Feb 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Resolved | 2.07 hr | 2.4 days | Met |
| VER959-100418 | 10 Feb 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | — | — | n/a |
| VER959-100417 | 06 Feb 2026 | Service Request | New extension setup Telephony · AB · Head Office | P3 | Closed | 5.90 hr | 4.9 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.