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 23 calls billed time and materials. They stay visible for volume context.
Service performance
79 eligible records in this yearAverage first response
3.6 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.6%
9 call(s) over the 8-hour target
First-time fix
79.7%
Where the source records the field
Volume
Contract calls
79
116 calls logged in the period
Off contract
23
£4,250.25 chargeable
Open / closed
1 / 115
Across the selected period
Data-quality gaps
0
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
79
records
- Backup12
- User admin10
- Printing9
- Microsoft 3658
- Security8
- Line of business app8
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 79 | 3.63 hr | 88.6% | 9 | 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 |
|---|---|---|---|---|
| Karen Taylor | 13 | 2.07 hr | 92% | 1 |
| Stacey Thomas | 11 | 5.46 hr | 82% | 2 |
| Anne-Marie Cable | 9 | 2.01 hr | 89% | 1 |
| Julie Herbert | 6 | 3.33 hr | 100% | 0 |
| Barry Ebbs | 6 | 1.73 hr | 100% | 0 |
| Aiden Higgins | 5 | 3.66 hr | 80% | 1 |
| Daniel Blacker | 5 | 2.40 hr | 100% | 0 |
| Rachael Parkin | 5 | 1.48 hr | 100% | 0 |
| Kelly Gregory | 5 | 15.94 hr | 60% | 2 |
| (Not recorded) | 5 | 3.02 hr | 80% | 1 |
| Damian Armstrong | 4 | 2.82 hr | 75% | 1 |
| Phil Jenkins | 3 | 1.82 hr | 100% | 0 |
9 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 30.4 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 302749 | Kelly Gregory | Apple iPhone 14 | 2026-01-30 17:56 | 38.40 hr | +30.4 | SE | Docking station not detected |
| 302767 | Kelly Gregory | IGEL UD3 | 2026-03-03 15:02 | 34.64 hr | +26.6 | KB | Report not generating |
| 302738 | Stacey Thomas | HP EliteBook 840 G9 | 2026-01-12 09:47 | 24.69 hr | +16.7 | AB | Scan to email failing |
| 302778 | Aiden Higgins | Samsung Galaxy A54 | 2026-03-24 15:15 | 11.40 hr | +3.4 | BK | Endpoint alert investigation |
| 302841 | Karen Taylor | HP t640 | 2026-08-12 10:16 | 10.06 hr | +2.1 | BK | Message quarantined |
| 302743 | Damian Armstrong | Apple iPhone 12 | 2026-01-20 08:18 | 9.33 hr | +1.3 | BK | Printer offline |
| 302794 | (Not recorded) | HP EliteBook 840 G9 | 2026-05-04 10:43 | 9.14 hr | +1.1 | KB | Name change request |
| 302774 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-03-13 10:23 | 8.66 hr | +0.7 | ML | Docking station not detected |
| 302818 | Stacey Thomas | Apple iPhone 12 | 2026-06-18 08:36 | 8.61 hr | +0.6 | BK | SharePoint permission request |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Stacey Thomas | Backup / restore | 4 | 01 Jan 2026 – 10 Aug 2026 |
| Karen Taylor | Monitoring / server / security | 4 | 06 Jan 2026 – 18 Aug 2026 |
| Karen Taylor | Email / Microsoft 365 | 3 | 22 Jan 2026 – 12 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple iPhone 12 | Backup / restore | 3 | 16 Jan 2026 – 07 May 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 3 | 07 Feb 2026 – 19 Jun 2026 |
| HP EliteBook 840 G9 | Monitoring / server / security | 3 | 11 Feb 2026 – 05 Aug 2026 |
| HP ProBook 450 G6 | Backup / restore | 3 | 14 Apr 2026 – 10 Aug 2026 |
| HP t640 | User administration | 3 | 06 May 2026 – 29 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
116 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WEN060-100325 | 25 Aug 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Closed | 0.15 hr | 5.6 hr | Met |
| WEN060-100324 | 21 Aug 2026 | Incident · excluded | Database timeout Line of business app · BK · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100323 | 20 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · AB · Head Office | P4 | Closed | 0.14 hr | 5.2 hr | Met |
| WEN060-100322 | 19 Aug 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Site 2 | P2 | Resolved | — | — | n/a |
| WEN060-100321 | 18 Aug 2026 | Incident | Switch port fault Network · TAG · Head Office | P2 | Resolved | 0.36 hr | 1.3 days | Met |
| WEN060-100320 | 17 Aug 2026 | Incident | Database timeout Line of business app · SE · Remote | P3 | Resolved | 1.93 hr | 17.1 hr | Met |
| WEN060-100319 | 14 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Closed | 0.95 hr | 1.8 days | Met |
| WEN060-100318 | 12 Aug 2026 | Service Request | Message quarantined Email · BK · Head Office | P3 | Closed | 10.06 hr | 10.5 hr | Missed |
| WEN060-100317 | 11 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 1.00 hr | 14.2 hr | Met |
| WEN060-100316 | 10 Aug 2026 | Incident | Retention change Backup · AB · Head Office | P4 | Closed | 1.13 hr | 1.7 days | Met |
| WEN060-100315 | 06 Aug 2026 | Incident | Report not generating Line of business app · TAG · Head Office | P2 | Closed | 5.28 hr | 20.2 hr | Met |
| WEN060-100314 | 05 Aug 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 0.55 hr | 13.7 hr | Met |
| WEN060-100313 | 30 Jul 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P3 | Closed | 1.75 hr | 17.3 hr | Met |
| WEN060-100312 | 29 Jul 2026 | Service Request · excluded | Voicemail not delivering Telephony · ML · Remote | P4 | Closed | — | — | n/a |
| WEN060-100311 | 24 Jul 2026 | Incident · excluded | Database timeout Line of business app · KB · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100310 | 23 Jul 2026 | Incident · excluded | Site offline Network · SE · Head Office | P4 | Resolved | — | — | n/a |
| WEN060-100309 | 22 Jul 2026 | Incident | Database timeout Line of business app · AB · Head Office | P4 | Closed | 1.24 hr | 1.0 days | Met |
| WEN060-100308 | 21 Jul 2026 | Service Request | Restore request Backup · ML · Branch | P2 | Resolved | 0.57 hr | 20.5 hr | Met |
| WEN060-100307 | 20 Jul 2026 | Change | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 0.76 hr | 2.0 days | Met |
| WEN060-100306 | 15 Jul 2026 | Incident | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 1.30 hr | 2.1 days | Met |
| WEN060-100305 | 13 Jul 2026 | Quote · excluded | New printer driver rollout Printing · BK · Head Office | P2 | Open | — | — | n/a |
| WEN060-100304 | 09 Jul 2026 | Planned Install · excluded | Site offline Network · SE · Head Office | P4 | Closed | — | — | n/a |
| WEN060-100303 | 06 Jul 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Branch | P3 | Closed | — | — | n/a |
| WEN060-100302 | 01 Jul 2026 | Change | Printer offline Printing · TAG · Site 2 | P3 | Closed | 1.06 hr | 16.0 hr | Met |
| WEN060-100301 | 30 Jun 2026 | Planned Install · excluded | Screen flickering Hardware · SE · Head Office | P4 | Resolved | — | — | n/a |
| WEN060-100300 | 29 Jun 2026 | Incident | Name change request User admin · ML · Head Office | P3 | Resolved | 6.64 hr | 2.2 days | Met |
| WEN060-100299 | 26 Jun 2026 | Change · excluded | Retention change Backup · ML · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100298 | 24 Jun 2026 | Service Request · excluded | Switch port fault Network · ML · Site 2 | P3 | Closed | — | — | n/a |
| WEN060-100297 | 22 Jun 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.49 hr | 2.2 days | Met |
| WEN060-100296 | 19 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Closed | 1.33 hr | 22.9 hr | Met |
| WEN060-100295 | 18 Jun 2026 | Service Request | SharePoint permission request Microsoft 365 · BK · Head Office | P4 | Closed | 8.61 hr | 2.2 days | Missed |
| WEN060-100294 | 16 Jun 2026 | Incident · excluded | Spoofed email reported Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| WEN060-100293 | 15 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P3 | Closed | 4.97 hr | 1.7 days | Met |
| WEN060-100292 | 11 Jun 2026 | Incident | Site offline Network · ML · Branch | P3 | Resolved | 4.02 hr | 9.0 hr | Met |
| WEN060-100291 | 10 Jun 2026 | Service Request · excluded | Distribution list change Email · KB · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100290 | 06 Jun 2026 | Service Request | Backup job failed Backup · SE · Branch | P4 | Closed | 0.73 hr | 2.1 days | Met |
| WEN060-100289 | 05 Jun 2026 | Change | New starter setup User admin · BK · Branch | P3 | Resolved | 0.42 hr | 1.3 days | Met |
| WEN060-100288 | 04 Jun 2026 | Incident | Mailbox delegation Email · BK · Remote | P2 | Resolved | 0.63 hr | 2.4 days | Met |
| WEN060-100287 | 03 Jun 2026 | Quote · excluded | Phishing report triage Security · TAG · Remote | P4 | Closed | — | — | n/a |
| WEN060-100286 | 02 Jun 2026 | Quote · excluded | Handset registration Telephony · KB · Head Office | P2 | Resolved | — | — | n/a |
| WEN060-100285 | 01 Jun 2026 | Service Request | Screen flickering Hardware · SE · Head Office | P3 | Closed | 0.90 hr | 15.4 hr | Met |
| WEN060-100284 | 29 May 2026 | Service Request | New extension setup Telephony · ML · Remote | P4 | Closed | 5.08 hr | 17.3 hr | Met |
| WEN060-100283 | 28 May 2026 | Change | MFA reset Security · TAG · Branch | P3 | Resolved | 0.17 hr | 2.1 days | Met |
| WEN060-100282 | 26 May 2026 | Service Request · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | — | — | n/a |
| WEN060-100281 | 25 May 2026 | Quote · excluded | New extension setup Telephony · AB · Remote | P3 | Closed | — | — | n/a |
| WEN060-100280 | 22 May 2026 | Service Request · excluded | Laptop will not boot Hardware · ML · Remote | P2 | Closed | — | — | n/a |
| WEN060-100279 | 21 May 2026 | Quote · excluded | Name change request User admin · BK · Remote | P4 | Resolved | — | — | n/a |
| WEN060-100278 | 20 May 2026 | Incident | Handset registration Telephony · KB · Head Office | P2 | Closed | 1.33 hr | 1.1 days | Met |
| WEN060-100277 | 16 May 2026 | Service Request · excluded | OneDrive sync conflict Microsoft 365 · AB · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100276 | 15 May 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P1 | Resolved | 5.79 hr | 8.2 hr | Met |
| WEN060-100275 | 13 May 2026 | Service Request · excluded | Distribution list change Email · BK · Head Office | P2 | Resolved | — | — | n/a |
| WEN060-100274 | 11 May 2026 | Service Request · excluded | Docking station not detected Hardware · KB · Branch | P4 | Resolved | — | — | n/a |
| WEN060-100273 | 07 May 2026 | Incident | Backup capacity review Backup · SE · Head Office | P2 | Resolved | 1.14 hr | 22.3 hr | Met |
| WEN060-100272 | 06 May 2026 | Service Request | Leaver process User admin · ML · Head Office | P4 | Closed | 4.81 hr | 18.3 hr | Met |
| WEN060-100271 | 04 May 2026 | Incident | Name change request User admin · KB · Head Office | P4 | Resolved | 9.14 hr | 1.9 days | Missed |
| WEN060-100270 | 01 May 2026 | Service Request · excluded | Site offline Network · KB · Head Office | P2 | Closed | — | — | n/a |
| WEN060-100269 | 28 Apr 2026 | Service Request · excluded | Licence renewal Line of business app · KB · Branch | P2 | Closed | — | — | n/a |
| WEN060-100268 | 23 Apr 2026 | Service Request | Spoofed email reported Email · TAG · Branch | P4 | Resolved | 0.79 hr | 2.5 days | Met |
| WEN060-100267 | 22 Apr 2026 | Quote · excluded | MFA reset Security · KB · Remote | P3 | Resolved | — | — | n/a |
| WEN060-100266 | 21 Apr 2026 | Quote · excluded | Call quality issue Telephony · KB · Head Office | P1 | Resolved | — | — | n/a |
| WEN060-100265 | 20 Apr 2026 | Service Request | Report not generating Line of business app · SE · Head Office | P3 | Resolved | 4.80 hr | 2.1 days | Met |
| WEN060-100264 | 17 Apr 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · AB · Branch | P3 | Closed | — | — | n/a |
| WEN060-100263 | 14 Apr 2026 | Incident | Retention change Backup · TAG · Remote | P3 | Closed | 0.69 hr | 1.8 days | Met |
| WEN060-100262 | 13 Apr 2026 | Incident | Spoofed email reported Email · SE · Branch | P3 | Closed | 0.37 hr | 22.3 hr | Met |
| WEN060-100261 | 08 Apr 2026 | Service Request | Teams sign-in loop Microsoft 365 · ML · Branch | P4 | Closed | 5.94 hr | 1.4 days | Met |
| WEN060-100260 | 07 Apr 2026 | Incident · excluded | New extension setup Telephony · AB · Head Office | P3 | Resolved | — | — | n/a |
| WEN060-100259 | 02 Apr 2026 | Service Request | Call quality issue Telephony · TAG · Head Office | P2 | Closed | 3.44 hr | 13.6 hr | Met |
| WEN060-100258 | 31 Mar 2026 | Service Request | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.25 hr | 7.7 hr | Met |
| WEN060-100257 | 30 Mar 2026 | Service Request | Distribution list change Email · TAG · Head Office | P2 | Resolved | 1.20 hr | 1.7 days | Met |
| WEN060-100256 | 27 Mar 2026 | Incident · excluded | Message quarantined Email · BK · Site 2 | P4 | Closed | — | — | n/a |
| WEN060-100255 | 24 Mar 2026 | Incident | Endpoint alert investigation Security · BK · Head Office | P2 | Closed | 11.40 hr | 1.1 days | Missed |
| WEN060-100254 | 23 Mar 2026 | Incident · excluded | Handset registration Telephony · BK · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100253 | 18 Mar 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P2 | Resolved | 3.16 hr | 0.4 hr | Met |
| WEN060-100252 | 16 Mar 2026 | Quote · excluded | Database timeout Line of business app · KB · Site 2 | P3 | Resolved | — | — | n/a |
| WEN060-100251 | 13 Mar 2026 | Incident | Docking station not detected Hardware · ML · Remote | P3 | Resolved | 8.66 hr | 1.2 days | Missed |
| WEN060-100250 | 12 Mar 2026 | Service Request | Call quality issue Telephony · BK · Head Office | P3 | Resolved | 4.11 hr | 22.4 hr | Met |
| WEN060-100249 | 11 Mar 2026 | Quote · excluded | Distribution list change Email · SE · Branch | P3 | Resolved | — | — | n/a |
| WEN060-100248 | 10 Mar 2026 | Incident · excluded | Leaver process User admin · SE · Remote | P4 | Resolved | — | — | n/a |
| WEN060-100247 | 09 Mar 2026 | Planned Install · excluded | Permission change User admin · SE · Head Office | P4 | Closed | — | — | n/a |
| WEN060-100246 | 06 Mar 2026 | Incident | Permission change User admin · ML · Head Office | P3 | Resolved | 3.37 hr | 1.1 days | Met |
| WEN060-100245 | 05 Mar 2026 | Incident | Printer offline Printing · SE · Head Office | P3 | Closed | 5.04 hr | 1.8 days | Met |
| WEN060-100244 | 03 Mar 2026 | Incident | Report not generating Line of business app · KB · Head Office | P3 | Resolved | 34.64 hr | 7.9 hr | Missed |
| WEN060-100243 | 02 Mar 2026 | Change | Scan to email failing Printing · ML · Branch | P3 | Closed | 1.11 hr | 9.3 hr | Met |
| WEN060-100242 | 27 Feb 2026 | Incident | Licence renewal Line of business app · KB · Branch | P2 | Closed | 0.69 hr | 1.8 days | Met |
| WEN060-100241 | 24 Feb 2026 | Incident | Distribution list change Email · AB · Branch | P3 | Resolved | 1.07 hr | 12.1 hr | Met |
| WEN060-100240 | 20 Feb 2026 | Incident | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 0.81 hr | 2.2 days | Met |
| WEN060-100239 | 19 Feb 2026 | Service Request | Replacement keyboard Hardware · ML · Branch | P3 | Resolved | 0.48 hr | 13.7 hr | Met |
| WEN060-100238 | 18 Feb 2026 | Service Request | Switch port fault Network · SE · Head Office | P3 | Closed | 1.37 hr | 1.3 days | Met |
| WEN060-100237 | 17 Feb 2026 | Incident | Screen flickering Hardware · BK · Head Office | P3 | Resolved | 1.81 hr | 1.2 hr | Met |
| WEN060-100236 | 16 Feb 2026 | Incident | New starter setup User admin · KB · Remote | P3 | Closed | 0.51 hr | 2.0 days | Met |
| WEN060-100235 | 13 Feb 2026 | Incident | Suspicious sign-in review Security · SE · Remote | P2 | Resolved | 5.79 hr | 0.5 hr | Met |
| WEN060-100234 | 12 Feb 2026 | Incident | Restore request Backup · TAG · Remote | P3 | Resolved | 0.83 hr | 2.2 days | Met |
| WEN060-100233 | 11 Feb 2026 | Incident | Endpoint alert investigation Security · BK · Site 2 | P3 | Closed | 0.41 hr | 1.9 days | Met |
| WEN060-100232 | 10 Feb 2026 | Incident | Leaver process User admin · TAG · Branch | P3 | Closed | 1.02 hr | 1.4 days | Met |
| WEN060-100231 | 07 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Site 2 | P3 | Closed | 1.15 hr | 1.9 days | Met |
| WEN060-100230 | 06 Feb 2026 | Incident | Mailbox delegation Email · ML · Head Office | P3 | Closed | 6.08 hr | 12.2 hr | Met |
| WEN060-100229 | 05 Feb 2026 | Project · excluded | Application crash on launch Line of business app · ML · Head Office | P2 | Closed | — | — | n/a |
| WEN060-100228 | 04 Feb 2026 | Service Request | Toner replacement Printing · AB · Head Office | P4 | Closed | 0.81 hr | 1.0 days | Met |
| WEN060-100227 | 03 Feb 2026 | Incident | Backup capacity review Backup · BK · Branch | P3 | Closed | 3.40 hr | 2.4 days | Met |
| WEN060-100226 | 30 Jan 2026 | Service Request | Docking station not detected Hardware · SE · Site 2 | P4 | Resolved | 38.40 hr | 1.4 days | Missed |
| WEN060-100225 | 29 Jan 2026 | Incident | Call quality issue Telephony · KB · Head Office | P3 | Resolved | 0.39 hr | 1.1 days | Met |
| WEN060-100224 | 28 Jan 2026 | Service Request · excluded | Mailbox delegation Email · KB · Head Office | P3 | Resolved | — | — | n/a |
| WEN060-100223 | 26 Jan 2026 | Change | Name change request User admin · TAG · Site 2 | P3 | Closed | 0.30 hr | 1.8 days | Met |
| WEN060-100222 | 23 Jan 2026 | Incident | Permission change User admin · KB · Head Office | P3 | Closed | 1.32 hr | 2.0 hr | Met |
| WEN060-100221 | 22 Jan 2026 | Incident | Outlook not syncing Microsoft 365 · SE · Remote | P3 | Closed | 0.51 hr | 8.3 hr | Met |
| WEN060-100220 | 20 Jan 2026 | Incident | Printer offline Printing · BK · Remote | P3 | Resolved | 9.33 hr | 2.1 days | Missed |
| WEN060-100219 | 19 Jan 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Closed | 1.10 hr | 1.6 days | Met |
| WEN060-100218 | 16 Jan 2026 | Service Request | Backup capacity review Backup · KB · Head Office | P4 | Resolved | 0.75 hr | 9.1 hr | Met |
| WEN060-100217 | 14 Jan 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 0.87 hr | 2.5 hr | Met |
| WEN060-100216 | 13 Jan 2026 | Service Request · excluded | Screen flickering Hardware · BK · Head Office | P3 | Closed | — | — | n/a |
| WEN060-100215 | 12 Jan 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P3 | Closed | 24.69 hr | 4.1 hr | Missed |
| WEN060-100214 | 08 Jan 2026 | Incident | Toner replacement Printing · SE · Remote | P2 | Resolved | 0.25 hr | 10.6 hr | Met |
| WEN060-100213 | 07 Jan 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Resolved | 1.33 hr | 1.2 days | Met |
| WEN060-100212 | 06 Jan 2026 | Service Request | Switch port fault Network · ML · Branch | P1 | Resolved | 1.20 hr | 10.2 hr | Met |
| WEN060-100211 | 05 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Head Office | P4 | Resolved | 2.46 hr | 21.9 hr | Met |
| WEN060-100210 | 01 Jan 2026 | Change | Backup job failed Backup · KB · Head Office | P3 | Resolved | 4.01 hr | 1.4 days | 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.