SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 45 records in this selection sit outside that — quotes, projects and planned installs, plus 15 calls billed time and materials. They stay visible for volume context.
Service performance
99 eligible records in this yearAverage first response
4.9 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
90.6%
9 call(s) over the 8-hour target
First-time fix
66.7%
Where the source records the field
Volume
Contract calls
99
144 calls logged in the period
Off contract
15
£5,946 chargeable
Open / closed
6 / 138
Across the selected period
Data-quality gaps
3
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
99
records
- Microsoft 36513
- Line of business app12
- Hardware12
- Telephony11
- Backup11
- Network10
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 99 | 4.91 hr | 90.6% | 9 | 45 |
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 | 14 | 14.42 hr | 85% | 2 |
| Stacey Thomas | 12 | 2.04 hr | 100% | 0 |
| Anne-Marie Cable | 10 | 2.16 hr | 89% | 1 |
| (Not recorded) | 9 | 2.61 hr | 100% | 0 |
| Barry Ebbs | 9 | 3.54 hr | 89% | 1 |
| Kelly Gregory | 9 | 1.80 hr | 100% | 0 |
| Daniel Blacker | 8 | 2.94 hr | 88% | 1 |
| Julie Herbert | 6 | 3.84 hr | 83% | 1 |
| Chloe Dempsey | 6 | 10.91 hr | 67% | 2 |
| Rachael Parkin | 5 | 3.16 hr | 100% | 0 |
| Aiden Higgins | 4 | 3.91 hr | 100% | 0 |
| Damian Armstrong | 4 | 5.67 hr | 75% | 1 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 152.0 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 307746 | Karen Taylor | Dell Latitude 7420 | 2026-07-23 17:22 | 159.98 hr | +152.0 | TAG | OneDrive sync conflict |
| 307668 | Chloe Dempsey | IGEL UD3 | 2026-03-25 11:37 | 45.75 hr | +37.8 | TAG | New starter setup |
| 307642 | Damian Armstrong | Samsung Galaxy S23 | 2026-02-03 08:27 | 20.78 hr | +12.8 | SE | Message quarantined |
| 307716 | Anne-Marie Cable | Ruckus R550 | 2026-06-10 11:38 | 11.21 hr | +3.2 | ML | Laptop will not boot |
| 307726 | Daniel Blacker | Samsung Galaxy S23 | 2026-06-23 11:51 | 10.52 hr | +2.5 | AB | Name change request |
| 307644 | Karen Taylor | Apple iPhone 14 | 2026-02-05 11:21 | 9.27 hr | +1.3 | TAG | Voicemail not delivering |
| 307630 | Barry Ebbs | Apple MacBook Pro 14 | 2026-01-14 13:28 | 9.21 hr | +1.2 | KB | Database timeout |
| 307660 | Julie Herbert | HP EliteBook 840 G9 | 2026-03-09 10:36 | 9.02 hr | +1.0 | BK | Voicemail not delivering |
| 307759 | Chloe Dempsey | HP ProBook 450 G6 | 2026-08-11 10:27 | 8.28 hr | +0.3 | TAG | MFA reset |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Hardware | 3 | 04 Feb 2026 – 10 Jun 2026 |
| Karen Taylor | Telephony | 3 | 05 Feb 2026 – 13 Apr 2026 |
| Kelly Gregory | Printing | 3 | 18 Feb 2026 – 07 Jul 2026 |
| Stacey Thomas | Email / Microsoft 365 | 3 | 03 Mar 2026 – 28 Apr 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 01 Apr 2026 – 13 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 08 Apr 2026 – 20 May 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 30 Apr 2026 – 08 Jun 2026 |
| (Not recorded) | Monitoring / server / security | 3 | 11 May 2026 – 09 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 14 | Backup / restore | 4 | 08 Jan 2026 – 29 Jul 2026 |
| HP ProBook 450 G6 | Monitoring / server / security | 4 | 01 Apr 2026 – 11 Aug 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 06 Apr 2026 – 17 Aug 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 27 Jan 2026 – 21 Apr 2026 |
| Apple iPhone 14 | Telephony | 3 | 28 Jan 2026 – 13 Apr 2026 |
| Apple iPhone 14 | Line of business app | 3 | 19 Feb 2026 – 15 Jun 2026 |
| Apple iPhone 14 | Monitoring / server / security | 3 | 26 Feb 2026 – 19 May 2026 |
| Apple MacBook Pro 14 | Email / Microsoft 365 | 3 | 05 Mar 2026 – 27 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
144 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WEE353-100435 | 18 Aug 2026 | Planned Install · excluded | Retention change Backup · BK · Head Office | P3 | Open | — | — | n/a |
| WEE353-100434 | 17 Aug 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Resolved | 4.26 hr | 1.8 days | Met |
| WEE353-100433 | 14 Aug 2026 | Project · excluded | Switch port fault Network · TAG · Head Office | P3 | Resolved | — | — | n/a |
| WEE353-100432 | 13 Aug 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P2 | Closed | 1.18 hr | 20.8 hr | Met |
| WEE353-100431 | 12 Aug 2026 | Service Request | Handset registration Telephony · ML · Head Office | P4 | Closed | 0.20 hr | 11.6 hr | Met |
| WEE353-100430 | 11 Aug 2026 | Project · excluded | Laptop will not boot Hardware · SE · Head Office | P2 | In Progress | — | — | n/a |
| WEE353-100429 | 11 Aug 2026 | Incident | MFA reset Security · TAG · Remote | P2 | Resolved | 8.28 hr | 1.1 days | Missed |
| WEE353-100428 | 10 Aug 2026 | Service Request | Call quality issue Telephony · ML · Branch | P4 | Closed | 4.43 hr | 1.1 days | Met |
| WEE353-100427 | 06 Aug 2026 | Quote · excluded | Replacement keyboard Hardware · BK · Branch | P3 | Resolved | — | — | n/a |
| WEE353-100426 | 05 Aug 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · KB · Remote | P3 | In Progress | — | — | n/a |
| WEE353-100425 | 03 Aug 2026 | Incident | Laptop will not boot Hardware · AB · Site 2 | P4 | Closed | 0.27 hr | 1.7 days | Met |
| WEE353-100424 | 31 Jul 2026 | Service Request | Mailbox delegation Email · BK · Remote | P2 | Resolved | 6.35 hr | 1.6 days | Met |
| WEE353-100423 | 30 Jul 2026 | Incident | Licence renewal Line of business app · TAG · Branch | P3 | Resolved | 0.16 hr | 1.8 days | Met |
| WEE353-100422 | 29 Jul 2026 | Change | Backup job failed Backup · ML · Head Office | P3 | Resolved | 0.45 hr | 20.8 hr | Met |
| WEE353-100421 | 29 Jul 2026 | Planned Install · excluded | Spoofed email reported Email · KB · Head Office | P4 | Closed | — | — | n/a |
| WEE353-100420 | 28 Jul 2026 | Change | Spoofed email reported Email · BK · Head Office | P2 | Closed | 1.12 hr | 1.3 days | Met |
| WEE353-100419 | 28 Jul 2026 | Incident | Backup job failed Backup · SE · Head Office | P3 | Closed | 4.98 hr | 1.3 days | Met |
| WEE353-100418 | 27 Jul 2026 | Service Request | Replacement keyboard Hardware · TAG · Branch | P3 | Resolved | 0.28 hr | 14.3 hr | Met |
| WEE353-100417 | 25 Jul 2026 | Planned Install · excluded | New extension setup Telephony · SE · Head Office | P4 | Closed | — | — | n/a |
| WEE353-100416 | 23 Jul 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Head Office | P1 | Closed | 159.98 hr | 6.3 hr | Missed |
| WEE353-100415 | 22 Jul 2026 | Change | Toner replacement Printing · AB · Head Office | P3 | Resolved | 3.14 hr | 2.0 days | Met |
| WEE353-100414 | 22 Jul 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · ML · Branch | P2 | Open | — | — | n/a |
| WEE353-100413 | 21 Jul 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · SE · Remote | P3 | Open | — | — | n/a |
| WEE353-100412 | 17 Jul 2026 | Quote · excluded | Toner replacement Printing · BK · Head Office | P3 | Closed | — | — | n/a |
| WEE353-100411 | 16 Jul 2026 | Service Request | Retention change Backup · SE · Head Office | P2 | Closed | 1.10 hr | 2.2 days | Met |
| WEE353-100410 | 15 Jul 2026 | Quote · excluded | Scan to email failing Printing · BK · Branch | P4 | In Progress | — | — | n/a |
| WEE353-100409 | 14 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 0.87 hr | 1.5 days | Met |
| WEE353-100408 | 13 Jul 2026 | Incident · excluded | Site offline Network · TAG · Head Office | P2 | Closed | — | — | n/a |
| WEE353-100407 | 12 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · BK · Head Office | P3 | Resolved | 0.97 hr | 2.1 days | Met |
| WEE353-100406 | 10 Jul 2026 | Incident | Scan to email failing Printing · KB · Remote | P2 | Resolved | 2.47 hr | 16.5 hr | Met |
| WEE353-100405 | 09 Jul 2026 | Incident | Site offline Network · BK · Head Office | P4 | Resolved | 1.45 hr | 1.1 days | Met |
| WEE353-100404 | 09 Jul 2026 | Planned Install · excluded | Database timeout Line of business app · ML · Site 2 | P4 | Closed | — | — | n/a |
| WEE353-100403 | 08 Jul 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 0.51 hr | 9.1 hr | Met |
| WEE353-100402 | 07 Jul 2026 | Service Request | Scan to email failing Printing · BK · Head Office | P3 | Closed | 5.53 hr | 2.4 days | Met |
| WEE353-100401 | 07 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Site 2 | P3 | Resolved | 0.49 hr | 22.9 hr | Met |
| WEE353-100400 | 01 Jul 2026 | Quote · excluded | Printer offline Printing · AB · Remote | P3 | Closed | — | — | n/a |
| WEE353-100399 | 29 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 1.24 hr | 14.0 hr | Met |
| WEE353-100398 | 25 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P3 | Closed | 0.88 hr | 0.9 hr | Met |
| WEE353-100397 | 24 Jun 2026 | Incident | Database timeout Line of business app · AB · Remote | P3 | Resolved | 1.07 hr | 1.6 days | Met |
| WEE353-100396 | 23 Jun 2026 | Service Request | Name change request User admin · AB · Head Office | P2 | Closed | 10.52 hr | 6.2 hr | Missed |
| WEE353-100395 | 22 Jun 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Closed | 1.20 hr | 14.0 hr | Met |
| WEE353-100394 | 19 Jun 2026 | Incident | Site offline Network · AB · Remote | P4 | Closed | 6.70 hr | 23.6 hr | Met |
| WEE353-100393 | 19 Jun 2026 | Quote · excluded | Retention change Backup · SE · Remote | P2 | Closed | — | — | n/a |
| WEE353-100392 | 18 Jun 2026 | Project · excluded | Licence renewal Line of business app · SE · Branch | P3 | Closed | — | — | n/a |
| WEE353-100391 | 17 Jun 2026 | Change | Laptop will not boot Hardware · TAG · Branch | P2 | Resolved | 5.10 hr | 2.0 days | Met |
| WEE353-100390 | 16 Jun 2026 | Incident | Outlook not syncing Microsoft 365 · BK · Remote | P4 | Closed | 0.18 hr | 17.3 hr | Met |
| WEE353-100389 | 16 Jun 2026 | Quote · excluded | SharePoint permission request Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| WEE353-100388 | 15 Jun 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P4 | Resolved | 4.97 hr | 1.3 days | Met |
| WEE353-100387 | 12 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Closed | 5.39 hr | 12.9 hr | Met |
| WEE353-100386 | 10 Jun 2026 | Service Request | Laptop will not boot Hardware · ML · Head Office | P2 | Closed | 11.21 hr | 7.0 hr | Missed |
| WEE353-100385 | 10 Jun 2026 | Change | Phishing report triage Security · BK · Head Office | P2 | Closed | 0.54 hr | 9.0 hr | Met |
| WEE353-100384 | 09 Jun 2026 | Incident | New extension setup Telephony · TAG · Remote | P3 | Closed | 1.09 hr | 18.3 hr | Met |
| WEE353-100383 | 08 Jun 2026 | Incident | Switch port fault Network · ML · Head Office | P4 | Closed | 1.25 hr | 12.1 hr | Met |
| WEE353-100382 | 05 Jun 2026 | Quote · excluded | Suspicious sign-in review Security · KB · Branch | P4 | Closed | — | — | n/a |
| WEE353-100381 | 04 Jun 2026 | Planned Install · excluded | Laptop will not boot Hardware · KB · Branch | P3 | Resolved | — | — | n/a |
| WEE353-100380 | 29 May 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Closed | 3.93 hr | 1.8 days | Met |
| WEE353-100379 | 28 May 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P3 | Resolved | 5.75 hr | 16.2 hr | Met |
| WEE353-100378 | 28 May 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P4 | Resolved | 4.39 hr | 17.6 hr | Met |
| WEE353-100377 | 27 May 2026 | Service Request · excluded | New printer driver rollout Printing · AB · Remote | P3 | Closed | — | — | n/a |
| WEE353-100376 | 26 May 2026 | Incident | Site offline Network · TAG · Branch | P4 | Closed | 5.71 hr | 2.5 days | Met |
| WEE353-100375 | 25 May 2026 | Project · excluded | Phishing report triage Security · KB · Head Office | P3 | Resolved | — | — | n/a |
| WEE353-100374 | 25 May 2026 | Planned Install · excluded | Distribution list change Email · AB · Remote | P4 | Closed | — | — | n/a |
| WEE353-100373 | 21 May 2026 | Incident · excluded | Switch port fault Network · KB · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100372 | 20 May 2026 | Incident | Endpoint alert investigation Security · BK · Remote | P3 | Resolved | 0.39 hr | 2.4 days | Met |
| WEE353-100371 | 19 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Branch | P3 | Closed | 0.16 hr | 2.3 days | Met |
| WEE353-100370 | 18 May 2026 | Incident · excluded | Docking station not detected Hardware · AB · Remote | P4 | Closed | — | — | n/a |
| WEE353-100369 | 14 May 2026 | Incident | Backup job failed Backup · SE · Branch | P3 | Resolved | 1.35 hr | 10.1 hr | Met |
| WEE353-100368 | 13 May 2026 | Quote · excluded | Slow VPN Network · SE · Remote | P4 | Closed | — | — | n/a |
| WEE353-100367 | 11 May 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P3 | Resolved | 1.22 hr | 2.8 hr | Met |
| WEE353-100366 | 08 May 2026 | Planned Install · excluded | Voicemail not delivering Telephony · TAG · Remote | P3 | Closed | — | — | n/a |
| WEE353-100365 | 07 May 2026 | Service Request | Database timeout Line of business app · BK · Remote | P4 | Closed | 2.91 hr | 1.8 days | Met |
| WEE353-100364 | 06 May 2026 | Incident | Scan to email failing Printing · TAG · Branch | P3 | Resolved | 4.05 hr | 1.6 days | Met |
| WEE353-100363 | 04 May 2026 | Incident | Backup capacity review Backup · ML · Head Office | P4 | Closed | — | — | n/a |
| WEE353-100362 | 30 Apr 2026 | Change | Slow VPN Network · AB · Head Office | P2 | Closed | 1.22 hr | 1.9 days | Met |
| WEE353-100361 | 28 Apr 2026 | Incident | Message quarantined Email · ML · Head Office | P3 | Closed | 0.28 hr | 19.7 hr | Met |
| WEE353-100360 | 27 Apr 2026 | Service Request | Mailbox delegation Email · ML · Remote | P2 | Closed | 0.11 hr | 2.3 days | Met |
| WEE353-100359 | 27 Apr 2026 | Service Request · excluded | Site offline Network · AB · Head Office | P3 | Resolved | — | — | n/a |
| WEE353-100358 | 24 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · KB · Head Office | P3 | Resolved | — | — | n/a |
| WEE353-100357 | 21 Apr 2026 | Service Request | Distribution list change Email · AB · Head Office | P4 | Resolved | 1.45 hr | 2.4 days | Met |
| WEE353-100356 | 20 Apr 2026 | Incident | Site offline Network · ML · Branch | P4 | Closed | 0.98 hr | 2.0 days | Met |
| WEE353-100355 | 17 Apr 2026 | Quote · excluded | Screen flickering Hardware · ML · Branch | P4 | Resolved | — | — | n/a |
| WEE353-100354 | 15 Apr 2026 | Incident | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | 7.97 hr | 16.5 hr | Met |
| WEE353-100353 | 14 Apr 2026 | Change | Endpoint alert investigation Security · ML · Branch | P4 | Closed | 0.07 hr | 0.8 hr | Met |
| WEE353-100352 | 14 Apr 2026 | Incident | Name change request User admin · AB · Head Office | P4 | Closed | 1.38 hr | 21.9 hr | Met |
| WEE353-100351 | 13 Apr 2026 | Service Request | Voicemail not delivering Telephony · AB · Head Office | P2 | Closed | 0.76 hr | 1.6 days | Met |
| WEE353-100350 | 11 Apr 2026 | Incident · excluded | Slow VPN Network · SE · Head Office | P3 | Closed | — | — | n/a |
| WEE353-100349 | 11 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Resolved | 0.25 hr | 1.1 days | Met |
| WEE353-100348 | 10 Apr 2026 | Incident · excluded | Replacement keyboard Hardware · ML · Head Office | P4 | Resolved | — | — | n/a |
| WEE353-100347 | 10 Apr 2026 | Incident · excluded | Name change request User admin · AB · Remote | P3 | Closed | — | — | n/a |
| WEE353-100346 | 09 Apr 2026 | Service Request | Handset registration Telephony · TAG · Head Office | P4 | Resolved | 0.48 hr | 4.9 hr | Met |
| WEE353-100345 | 08 Apr 2026 | Change | Wi-Fi dropouts in warehouse Network · BK · Head Office | P2 | Closed | 1.41 hr | 2.0 days | Met |
| WEE353-100344 | 07 Apr 2026 | Incident | Message quarantined Email · AB · Remote | P4 | Resolved | — | — | n/a |
| WEE353-100343 | 06 Apr 2026 | Service Request | OneDrive sync conflict Microsoft 365 · ML · Head Office | P3 | Closed | 0.51 hr | 1.4 days | Met |
| WEE353-100342 | 02 Apr 2026 | Service Request | Suspicious sign-in review Security · KB · Head Office | P2 | Closed | 4.89 hr | 2.2 days | Met |
| WEE353-100341 | 01 Apr 2026 | Service Request | Phishing report triage Security · TAG · Remote | P3 | Closed | — | — | n/a |
| WEE353-100340 | 27 Mar 2026 | Incident | Licence renewal Line of business app · SE · Head Office | P3 | Closed | 5.57 hr | 1.6 days | Met |
| WEE353-100339 | 26 Mar 2026 | Incident · excluded | Screen flickering Hardware · SE · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100338 | 25 Mar 2026 | Change | New starter setup User admin · TAG · Remote | P3 | Resolved | 45.75 hr | 1.0 days | Missed |
| WEE353-100337 | 24 Mar 2026 | Incident | Call quality issue Telephony · KB · Head Office | P2 | Resolved | 0.86 hr | 16.0 hr | Met |
| WEE353-100336 | 20 Mar 2026 | Incident · excluded | Licence renewal Line of business app · AB · Branch | P4 | Closed | — | — | n/a |
| WEE353-100335 | 19 Mar 2026 | Service Request | Report not generating Line of business app · ML · Head Office | P3 | Closed | 1.79 hr | 2.0 days | Met |
| WEE353-100334 | 18 Mar 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P4 | Resolved | 0.37 hr | 13.4 hr | Met |
| WEE353-100333 | 17 Mar 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · KB · Branch | P3 | Closed | — | — | n/a |
| WEE353-100332 | 16 Mar 2026 | Service Request · excluded | Phishing report triage Security · BK · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100331 | 11 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Head Office | P3 | Resolved | 4.16 hr | 21.3 hr | Met |
| WEE353-100330 | 09 Mar 2026 | Incident | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | 9.02 hr | 16.0 hr | Missed |
| WEE353-100329 | 09 Mar 2026 | Change | Outlook not syncing Microsoft 365 · AB · Branch | P3 | Closed | 0.19 hr | 14.3 hr | Met |
| WEE353-100328 | 05 Mar 2026 | Incident | Teams sign-in loop Microsoft 365 · KB · Head Office | P3 | Resolved | 2.04 hr | 2.3 days | Met |
| WEE353-100327 | 04 Mar 2026 | Quote · excluded | Restore request Backup · TAG · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100326 | 03 Mar 2026 | Service Request | Spoofed email reported Email · SE · Remote | P3 | Closed | 0.25 hr | 17.1 hr | Met |
| WEE353-100325 | 02 Mar 2026 | Incident | Licence renewal Line of business app · TAG · Head Office | P3 | Resolved | 0.07 hr | 1.9 days | Met |
| WEE353-100324 | 27 Feb 2026 | Change | Restore request Backup · SE · Head Office | P4 | Closed | 0.81 hr | 7.7 hr | Met |
| WEE353-100323 | 26 Feb 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Resolved | 3.54 hr | 1.9 days | Met |
| WEE353-100322 | 24 Feb 2026 | Service Request | Database timeout Line of business app · KB · Remote | P3 | Closed | 4.12 hr | 21.5 hr | Met |
| WEE353-100321 | 23 Feb 2026 | Service Request · excluded | Toner replacement Printing · AB · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100320 | 20 Feb 2026 | Service Request | Docking station not detected Hardware · SE · Remote | P3 | Resolved | 0.38 hr | 1.3 days | Met |
| WEE353-100319 | 19 Feb 2026 | Incident | Application crash on launch Line of business app · TAG · Head Office | P3 | Resolved | 1.20 hr | 1.2 days | Met |
| WEE353-100318 | 18 Feb 2026 | Incident | Printer offline Printing · KB · Head Office | P3 | Closed | 4.69 hr | 1.5 days | Met |
| WEE353-100317 | 17 Feb 2026 | Incident | Backup job failed Backup · ML · Head Office | P2 | Resolved | 0.54 hr | 1.2 days | Met |
| WEE353-100316 | 12 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Remote | P3 | Resolved | 4.44 hr | 2.2 days | Met |
| WEE353-100315 | 09 Feb 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 5.23 hr | 2.4 days | Met |
| WEE353-100314 | 05 Feb 2026 | Service Request | Voicemail not delivering Telephony · TAG · Site 2 | P3 | Closed | 9.27 hr | 12.1 hr | Missed |
| WEE353-100313 | 04 Feb 2026 | Service Request | Screen flickering Hardware · BK · Head Office | P1 | Resolved | 1.48 hr | 3.4 hr | Met |
| WEE353-100312 | 03 Feb 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Resolved | 20.78 hr | 7.7 hr | Missed |
| WEE353-100311 | 02 Feb 2026 | Incident · excluded | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| WEE353-100310 | 30 Jan 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P2 | Resolved | 3.72 hr | 18.4 hr | Met |
| WEE353-100309 | 29 Jan 2026 | Project · excluded | Phishing report triage Security · BK · Head Office | P2 | Closed | — | — | n/a |
| WEE353-100308 | 29 Jan 2026 | Service Request · excluded | Endpoint alert investigation Security · KB · Head Office | P1 | Resolved | — | — | n/a |
| WEE353-100307 | 28 Jan 2026 | Incident | Voicemail not delivering Telephony · BK · Head Office | P2 | Closed | 5.33 hr | 1.7 days | Met |
| WEE353-100306 | 27 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Site 2 | P4 | Closed | 0.81 hr | 1.6 days | Met |
| WEE353-100305 | 25 Jan 2026 | Service Request | Retention change Backup · KB · Head Office | P3 | Closed | 5.59 hr | 19.4 hr | Met |
| WEE353-100304 | 23 Jan 2026 | Service Request | New starter setup User admin · BK · Site 2 | P3 | Resolved | 0.42 hr | 1.2 days | Met |
| WEE353-100303 | 22 Jan 2026 | Incident | Scan to email failing Printing · KB · Head Office | P4 | Closed | 0.84 hr | 1.8 days | Met |
| WEE353-100302 | 21 Jan 2026 | Incident | Laptop will not boot Hardware · BK · Remote | P3 | Resolved | 0.62 hr | 1.2 days | Met |
| WEE353-100301 | 19 Jan 2026 | Service Request | Laptop will not boot Hardware · BK · Head Office | P3 | Resolved | 1.31 hr | 11.8 hr | Met |
| WEE353-100300 | 14 Jan 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 9.21 hr | 1.4 days | Missed |
| WEE353-100299 | 13 Jan 2026 | Project · excluded | Printer offline Printing · SE · Head Office | P3 | Resolved | — | — | n/a |
| WEE353-100298 | 12 Jan 2026 | Service Request | New starter setup User admin · BK · Remote | P4 | Closed | 0.85 hr | 1.5 days | Met |
| WEE353-100297 | 09 Jan 2026 | Planned Install · excluded | Application crash on launch Line of business app · TAG · Remote | P3 | Resolved | — | — | n/a |
| WEE353-100296 | 08 Jan 2026 | Quote · excluded | Scan to email failing Printing · TAG · Head Office | P4 | Resolved | — | — | n/a |
| WEE353-100295 | 08 Jan 2026 | Service Request | Retention change Backup · TAG · Head Office | P3 | Resolved | 3.22 hr | 16.1 hr | Met |
| WEE353-100294 | 06 Jan 2026 | Service Request | New extension setup Telephony · BK · Remote | P4 | Closed | 0.77 hr | 11.0 hr | Met |
| WEE353-100293 | 05 Jan 2026 | Incident | Scan to email failing Printing · AB · Head Office | P3 | Closed | 0.44 hr | 13.2 hr | Met |
| WEE353-100292 | 01 Jan 2026 | Service Request · excluded | Database timeout Line of business app · KB · Branch | P3 | 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.