SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 31 records in this selection sit outside that — quotes, projects and planned installs, plus 13 calls billed time and materials. They stay visible for volume context.
Service performance
90 eligible records in this yearAverage first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
83.1%
15 call(s) over the 8-hour target
First-time fix
73.3%
Where the source records the field
Volume
Contract calls
90
121 calls logged in the period
Off contract
13
£4,250.25 chargeable
Open / closed
1 / 120
Across the selected period
Data-quality gaps
1
Contract calls with no response time recorded
Support volume trend
Event measure summed per month
Records are counted in the bucket containing their logged date.
Category breakdown
Eligible records only
90
records
- Hardware16
- Network11
- Printing11
- Backup10
- Security10
- Microsoft 3659
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 90 | 4.69 hr | 83.1% | 15 | 31 |
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 | 6.87 hr | 77% | 3 |
| Kelly Gregory | 12 | 1.80 hr | 100% | 0 |
| Stacey Thomas | 10 | 1.71 hr | 100% | 0 |
| Anne-Marie Cable | 9 | 4.37 hr | 78% | 2 |
| Aiden Higgins | 8 | 8.18 hr | 75% | 2 |
| Barry Ebbs | 6 | 1.26 hr | 100% | 0 |
| Julie Herbert | 6 | 4.42 hr | 83% | 1 |
| (Not recorded) | 6 | 3.38 hr | 83% | 1 |
| Rachael Parkin | 6 | 4.97 hr | 83% | 1 |
| Phil Jenkins | 5 | 10.98 hr | 40% | 3 |
| Daniel Blacker | 5 | 7.59 hr | 60% | 2 |
| Chloe Dempsey | 2 | 1.07 hr | 100% | 0 |
15 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 29.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303113 | Aiden Higgins | Lenovo ThinkPad T14 | 2026-06-29 09:55 | 37.60 hr | +29.6 | BK | OneDrive sync conflict |
| 303039 | Phil Jenkins | HP t640 | 2026-02-09 10:58 | 32.72 hr | +24.7 | KB | Voicemail not delivering |
| 303111 | Karen Taylor | Dell Latitude 7420 | 2026-06-24 17:36 | 26.82 hr | +18.8 | SE | Call quality issue |
| 303107 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-06-16 09:09 | 22.91 hr | +14.9 | KB | Report not generating |
| 303097 | Daniel Blacker | HP t640 | 2026-05-29 14:52 | 22.24 hr | +14.2 | AB | Laptop will not boot |
| 303059 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-03-20 17:58 | 15.70 hr | +7.7 | SE | Printer offline |
| 303049 | (Not recorded) | Lenovo ThinkPad T14 | 2026-02-26 11:38 | 11.64 hr | +3.6 | TAG | Replacement keyboard |
| 303081 | Daniel Blacker | Dell OptiPlex 7010 | 2026-04-28 10:27 | 11.40 hr | +3.4 | AB | Wi-Fi dropouts in warehouse |
| 303094 | Phil Jenkins | HP t640 | 2026-05-25 15:18 | 11.17 hr | +3.2 | AB | Switch port fault |
| 303138 | Julie Herbert | Apple iPhone 12 | 2026-08-17 17:25 | 11.06 hr | +3.1 | ML | Distribution list change |
| 303122 | Rachael Parkin | Apple iPhone 12 | 2026-07-14 12:05 | 10.10 hr | +2.1 | ML | OneDrive sync conflict |
| 303103 | Anne-Marie Cable | HP t640 | 2026-06-09 08:53 | 9.64 hr | +1.6 | SE | Toner replacement |
| 303126 | Aiden Higgins | HP EliteBook 840 G9 | 2026-07-21 15:54 | 9.12 hr | +1.1 | SE | Call quality issue |
| 303035 | Phil Jenkins | Apple iPhone 14 | 2026-01-30 13:57 | 8.45 hr | +0.5 | TAG | Slow VPN |
| 303119 | Karen Taylor | Dell Latitude 5440 | 2026-07-09 14:00 | 8.45 hr | +0.5 | SE | Laptop will not boot |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| (Not recorded) | Hardware | 4 | 26 Feb 2026 – 16 Jul 2026 |
| Stacey Thomas | Monitoring / server / security | 3 | 15 Jan 2026 – 30 Apr 2026 |
| Karen Taylor | User administration | 3 | 15 Feb 2026 – 04 Jun 2026 |
| Kelly Gregory | Printing | 3 | 17 Mar 2026 – 27 Mar 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP t640 | Monitoring / server / security | 4 | 16 Apr 2026 – 02 Jul 2026 |
| Dell OptiPlex 3050 | Backup / restore | 3 | 13 Jan 2026 – 23 Jun 2026 |
| HP t640 | Hardware | 3 | 04 Feb 2026 – 30 Jul 2026 |
| Apple iPhone 12 | Email / Microsoft 365 | 3 | 04 Mar 2026 – 17 Aug 2026 |
| Apple iPhone 12 | Monitoring / server / security | 3 | 03 Apr 2026 – 05 Jun 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
121 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WEN151-100378 | 24 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | 0.89 hr | 2.0 days | Met |
| WEN151-100377 | 21 Aug 2026 | Service Request | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | 1.77 hr | 1.7 days | Met |
| WEN151-100376 | 19 Aug 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Site 2 | P3 | Closed | 0.82 hr | 17.5 hr | Met |
| WEN151-100375 | 18 Aug 2026 | Incident · excluded | Phishing report triage Security · SE · Head Office | P2 | Closed | — | — | n/a |
| WEN151-100374 | 17 Aug 2026 | Service Request | Distribution list change Email · ML · Site 2 | P4 | Closed | 11.06 hr | 0.5 hr | Missed |
| WEN151-100373 | 13 Aug 2026 | Service Request · excluded | New starter setup User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| WEN151-100372 | 12 Aug 2026 | Incident · excluded | New starter setup User admin · ML · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100371 | 11 Aug 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P1 | Resolved | 0.84 hr | 6.0 hr | Met |
| WEN151-100370 | 07 Aug 2026 | Service Request | OneDrive sync conflict Microsoft 365 · BK · Head Office | P3 | Closed | 3.93 hr | 18.8 hr | Met |
| WEN151-100369 | 05 Aug 2026 | Incident | Replacement keyboard Hardware · AB · Head Office | P1 | Closed | 0.46 hr | 2.6 hr | Met |
| WEN151-100368 | 04 Aug 2026 | Service Request | Backup capacity review Backup · TAG · Head Office | P4 | Resolved | 0.84 hr | 4.6 hr | Met |
| WEN151-100367 | 30 Jul 2026 | Service Request | Screen flickering Hardware · BK · Remote | P3 | Resolved | 0.34 hr | 1.9 days | Met |
| WEN151-100366 | 29 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Head Office | P4 | Closed | 0.55 hr | 19.0 hr | Met |
| WEN151-100365 | 28 Jul 2026 | Incident · excluded | Screen flickering Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100364 | 24 Jul 2026 | Service Request | Printer offline Printing · TAG · Head Office | P4 | Closed | 0.51 hr | 1.5 days | Met |
| WEN151-100363 | 22 Jul 2026 | Incident | Mailbox delegation Email · BK · Head Office | P3 | Closed | 0.80 hr | 1.8 days | Met |
| WEN151-100362 | 21 Jul 2026 | Service Request | Call quality issue Telephony · SE · Head Office | P3 | Closed | 9.12 hr | 15.7 hr | Missed |
| WEN151-100361 | 17 Jul 2026 | Incident | Backup job failed Backup · ML · Head Office | P3 | Closed | 7.83 hr | 0.5 hr | Met |
| WEN151-100360 | 16 Jul 2026 | Incident | Docking station not detected Hardware · ML · Remote | P3 | Resolved | 0.43 hr | 2.0 days | Met |
| WEN151-100359 | 15 Jul 2026 | Service Request | Licence renewal Line of business app · KB · Branch | P3 | Closed | 3.64 hr | 8.7 hr | Met |
| WEN151-100358 | 14 Jul 2026 | Change | OneDrive sync conflict Microsoft 365 · ML · Branch | P4 | Closed | 10.10 hr | 1.0 days | Missed |
| WEN151-100357 | 13 Jul 2026 | Quote · excluded | Backup capacity review Backup · SE · Head Office | P3 | In Progress | — | — | n/a |
| WEN151-100356 | 10 Jul 2026 | Change | Retention change Backup · AB · Head Office | P3 | Closed | 0.69 hr | 22.9 hr | Met |
| WEN151-100355 | 09 Jul 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 8.45 hr | 1.8 days | Missed |
| WEN151-100354 | 08 Jul 2026 | Service Request | Phishing report triage Security · SE · Remote | P2 | Closed | 7.43 hr | 3.8 hr | Met |
| WEN151-100353 | 06 Jul 2026 | Project · excluded | Mailbox delegation Email · BK · Head Office | P4 | Closed | — | — | n/a |
| WEN151-100352 | 02 Jul 2026 | Service Request | MFA reset Security · ML · Remote | P3 | Closed | 3.79 hr | 2.2 days | Met |
| WEN151-100351 | 01 Jul 2026 | Incident · excluded | Handset registration Telephony · TAG · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100350 | 30 Jun 2026 | Service Request | Backup capacity review Backup · AB · Branch | P3 | Resolved | 3.35 hr | 1.5 days | Met |
| WEN151-100349 | 29 Jun 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Branch | P3 | Resolved | 37.60 hr | 13.6 hr | Missed |
| WEN151-100348 | 26 Jun 2026 | Service Request | Wi-Fi dropouts in warehouse Network · TAG · Remote | P4 | Closed | 3.98 hr | 2.1 days | Met |
| WEN151-100347 | 24 Jun 2026 | Service Request | Call quality issue Telephony · SE · Branch | P2 | Resolved | 26.82 hr | 1.3 days | Missed |
| WEN151-100346 | 23 Jun 2026 | Incident | Retention change Backup · KB · Remote | P3 | Resolved | 1.15 hr | 8.8 hr | Met |
| WEN151-100345 | 19 Jun 2026 | Project · excluded | Suspicious sign-in review Security · KB · Branch | P3 | Resolved | — | — | n/a |
| WEN151-100344 | 18 Jun 2026 | Incident | Retention change Backup · KB · Head Office | P3 | Closed | 1.19 hr | 1.3 days | Met |
| WEN151-100343 | 16 Jun 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P3 | Closed | 22.91 hr | 2.4 hr | Missed |
| WEN151-100342 | 15 Jun 2026 | Service Request | Handset registration Telephony · KB · Site 2 | P3 | Closed | 0.25 hr | 2.5 days | Met |
| WEN151-100341 | 12 Jun 2026 | Incident | Site offline Network · ML · Site 2 | P3 | Resolved | 2.84 hr | 2.3 days | Met |
| WEN151-100340 | 10 Jun 2026 | Incident | Distribution list change Email · BK · Head Office | P3 | Resolved | 0.15 hr | 4.4 hr | Met |
| WEN151-100339 | 09 Jun 2026 | Service Request | Toner replacement Printing · SE · Head Office | P3 | Closed | 9.64 hr | 13.1 hr | Missed |
| WEN151-100338 | 05 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · KB · Remote | P3 | Resolved | 1.14 hr | 1.8 days | Met |
| WEN151-100337 | 04 Jun 2026 | Service Request | Leaver process User admin · BK · Head Office | P3 | Resolved | 4.12 hr | 3.4 hr | Met |
| WEN151-100336 | 03 Jun 2026 | Service Request | New extension setup Telephony · TAG · Head Office | P3 | Closed | 0.54 hr | 15.4 hr | Met |
| WEN151-100335 | 02 Jun 2026 | Incident | Permission change User admin · BK · Head Office | P3 | Closed | 0.59 hr | 2.1 days | Met |
| WEN151-100334 | 01 Jun 2026 | Service Request | Leaver process User admin · SE · Head Office | P3 | Closed | 1.39 hr | 16.8 hr | Met |
| WEN151-100333 | 29 May 2026 | Service Request | Laptop will not boot Hardware · AB · Remote | P4 | Closed | 22.24 hr | 17.5 hr | Missed |
| WEN151-100332 | 27 May 2026 | Service Request | Toner replacement Printing · TAG · Site 2 | P4 | Closed | 3.95 hr | 19.4 hr | Met |
| WEN151-100331 | 26 May 2026 | Incident | MFA reset Security · KB · Branch | P3 | Resolved | 1.46 hr | 2.3 days | Met |
| WEN151-100330 | 25 May 2026 | Incident | Switch port fault Network · AB · Head Office | P3 | Closed | 11.17 hr | 19.8 hr | Missed |
| WEN151-100329 | 24 May 2026 | Service Request | New starter setup User admin · KB · Head Office | P4 | Closed | 1.36 hr | 12.1 hr | Met |
| WEN151-100328 | 22 May 2026 | Service Request | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | 0.58 hr | 2.5 days | Met |
| WEN151-100327 | 21 May 2026 | Quote · excluded | New starter setup User admin · SE · Remote | P4 | Closed | — | — | n/a |
| WEN151-100326 | 18 May 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Branch | P3 | Resolved | — | — | n/a |
| WEN151-100325 | 15 May 2026 | Quote · excluded | Laptop will not boot Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| WEN151-100324 | 14 May 2026 | Service Request | Replacement keyboard Hardware · TAG · Remote | P3 | Closed | 4.59 hr | 1.5 days | Met |
| WEN151-100323 | 11 May 2026 | Incident | Screen flickering Hardware · ML · Head Office | P4 | Resolved | 5.46 hr | 2.5 hr | Met |
| WEN151-100322 | 08 May 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P3 | Closed | 5.78 hr | 1.5 days | Met |
| WEN151-100321 | 05 May 2026 | Incident | Replacement keyboard Hardware · AB · Remote | P3 | Closed | 0.98 hr | 18.2 hr | Met |
| WEN151-100320 | 01 May 2026 | Quote · excluded | Database timeout Line of business app · SE · Site 2 | P3 | Closed | — | — | n/a |
| WEN151-100319 | 30 Apr 2026 | Service Request | MFA reset Security · AB · Head Office | P2 | Resolved | 0.98 hr | 8.9 hr | Met |
| WEN151-100318 | 29 Apr 2026 | Incident | Backup capacity review Backup · SE · Head Office | P4 | Closed | 0.13 hr | 1.7 days | Met |
| WEN151-100317 | 28 Apr 2026 | Change | Wi-Fi dropouts in warehouse Network · AB · Head Office | P3 | Resolved | 11.40 hr | 16.8 hr | Missed |
| WEN151-100316 | 27 Apr 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P1 | Resolved | — | — | n/a |
| WEN151-100315 | 24 Apr 2026 | Incident | Suspicious sign-in review Security · ML · Branch | P3 | Resolved | 4.74 hr | 1.2 days | Met |
| WEN151-100314 | 23 Apr 2026 | Project · excluded | Message quarantined Email · TAG · Remote | P3 | Resolved | — | — | n/a |
| WEN151-100313 | 22 Apr 2026 | Quote · excluded | Retention change Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| WEN151-100312 | 21 Apr 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P3 | Closed | 0.62 hr | 5.9 hr | Met |
| WEN151-100311 | 16 Apr 2026 | Incident | Phishing report triage Security · BK · Head Office | P3 | Resolved | 3.43 hr | 1.1 days | Met |
| WEN151-100310 | 14 Apr 2026 | Service Request | Endpoint alert investigation Security · SE · Branch | P2 | Resolved | 0.61 hr | 1.1 days | Met |
| WEN151-100309 | 11 Apr 2026 | Incident · excluded | New printer driver rollout Printing · KB · Head Office | P3 | Resolved | — | — | n/a |
| WEN151-100308 | 10 Apr 2026 | Service Request · excluded | New printer driver rollout Printing · ML · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100307 | 09 Apr 2026 | Change | Name change request User admin · TAG · Site 2 | P3 | Resolved | 5.45 hr | 2.1 days | Met |
| WEN151-100306 | 08 Apr 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Branch | P4 | Resolved | — | — | n/a |
| WEN151-100305 | 07 Apr 2026 | Service Request | New printer driver rollout Printing · ML · Branch | P4 | Closed | 1.40 hr | 2.1 days | Met |
| WEN151-100304 | 05 Apr 2026 | Change | Outlook not syncing Microsoft 365 · TAG · Site 2 | P2 | Resolved | 0.69 hr | 1.8 days | Met |
| WEN151-100303 | 03 Apr 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | 2.48 hr | 2.0 days | Met |
| WEN151-100302 | 02 Apr 2026 | Quote · excluded | Backup job failed Backup · KB · Head Office | P1 | Closed | — | — | n/a |
| WEN151-100301 | 01 Apr 2026 | Incident | Switch port fault Network · BK · Head Office | P3 | Closed | 3.85 hr | 4.6 hr | Met |
| WEN151-100300 | 31 Mar 2026 | Incident | Backup capacity review Backup · AB · Head Office | P3 | Resolved | 5.04 hr | 9.7 hr | Met |
| WEN151-100299 | 27 Mar 2026 | Incident | Printer offline Printing · BK · Head Office | P3 | Closed | 1.53 hr | 1.1 days | Met |
| WEN151-100298 | 26 Mar 2026 | Incident | Printer offline Printing · AB · Head Office | P4 | Resolved | 0.18 hr | 1.2 days | Met |
| WEN151-100297 | 25 Mar 2026 | Quote · excluded | Distribution list change Email · BK · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100296 | 24 Mar 2026 | Quote · excluded | Replacement keyboard Hardware · AB · Remote | P2 | Closed | — | — | n/a |
| WEN151-100295 | 20 Mar 2026 | Incident | Printer offline Printing · SE · Head Office | P2 | Closed | 15.70 hr | 7.8 hr | Missed |
| WEN151-100294 | 19 Mar 2026 | Incident | Scan to email failing Printing · AB · Branch | P2 | Closed | 0.56 hr | 16.7 hr | Met |
| WEN151-100293 | 18 Mar 2026 | Change | Database timeout Line of business app · SE · Head Office | P3 | Closed | 4.96 hr | 1.2 days | Met |
| WEN151-100292 | 17 Mar 2026 | Service Request | New printer driver rollout Printing · ML · Head Office | P2 | Closed | 4.41 hr | 1.4 days | Met |
| WEN151-100291 | 13 Mar 2026 | Service Request | Screen flickering Hardware · TAG · Head Office | P3 | Resolved | 5.09 hr | 19.8 hr | Met |
| WEN151-100290 | 11 Mar 2026 | Incident | Handset registration Telephony · TAG · Branch | P3 | Resolved | 1.01 hr | 4.7 hr | Met |
| WEN151-100289 | 10 Mar 2026 | Planned Install · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| WEN151-100288 | 09 Mar 2026 | Incident | Replacement keyboard Hardware · BK · Head Office | P2 | Resolved | 1.13 hr | 10.6 hr | Met |
| WEN151-100287 | 04 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P3 | Resolved | 4.95 hr | 2.2 days | Met |
| WEN151-100286 | 02 Mar 2026 | Service Request · excluded | Suspicious sign-in review Security · AB · Branch | P3 | Resolved | — | — | n/a |
| WEN151-100285 | 26 Feb 2026 | Incident | Replacement keyboard Hardware · TAG · Remote | P3 | Resolved | 11.64 hr | 9.2 hr | Missed |
| WEN151-100284 | 25 Feb 2026 | Incident · excluded | Call quality issue Telephony · TAG · Head Office | P4 | Closed | — | — | n/a |
| WEN151-100283 | 24 Feb 2026 | Incident · excluded | Backup capacity review Backup · AB · Head Office | P3 | Closed | — | — | n/a |
| WEN151-100282 | 23 Feb 2026 | Service Request | Mailbox delegation Email · SE · Remote | P3 | Closed | 1.24 hr | 1.8 days | Met |
| WEN151-100281 | 22 Feb 2026 | Incident | Docking station not detected Hardware · KB · Branch | P4 | Closed | 3.04 hr | 1.4 days | Met |
| WEN151-100280 | 19 Feb 2026 | Planned Install · excluded | Report not generating Line of business app · SE · Head Office | P2 | Resolved | — | — | n/a |
| WEN151-100279 | 15 Feb 2026 | Incident | Permission change User admin · TAG · Head Office | P2 | Resolved | 5.60 hr | 2.1 days | Met |
| WEN151-100278 | 13 Feb 2026 | Service Request · excluded | Suspicious sign-in review Security · KB · Remote | P4 | Closed | — | — | n/a |
| WEN151-100277 | 11 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · AB · Remote | P4 | Closed | 1.94 hr | 2.1 days | Met |
| WEN151-100276 | 10 Feb 2026 | Service Request | Slow VPN Network · KB · Branch | P2 | Closed | 0.37 hr | 1.3 days | Met |
| WEN151-100275 | 09 Feb 2026 | Incident | Voicemail not delivering Telephony · KB · Remote | P3 | Closed | 32.72 hr | 1.8 days | Missed |
| WEN151-100274 | 05 Feb 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · KB · Branch | P3 | Closed | — | — | n/a |
| WEN151-100273 | 04 Feb 2026 | Service Request | Screen flickering Hardware · ML · Head Office | P4 | Closed | 0.38 hr | 1.4 days | Met |
| WEN151-100272 | 02 Feb 2026 | Project · excluded | Backup capacity review Backup · BK · Remote | P3 | Closed | — | — | n/a |
| WEN151-100271 | 30 Jan 2026 | Service Request | Slow VPN Network · TAG · Head Office | P4 | Resolved | 8.45 hr | 2.1 days | Missed |
| WEN151-100270 | 28 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Head Office | P3 | Resolved | — | — | n/a |
| WEN151-100269 | 27 Jan 2026 | Incident | Permission change User admin · ML · Remote | P3 | Closed | 1.64 hr | 1.2 days | Met |
| WEN151-100268 | 22 Jan 2026 | Quote · excluded | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | — | — | n/a |
| WEN151-100267 | 21 Jan 2026 | Service Request | Slow VPN Network · BK · Head Office | P4 | Resolved | 7.11 hr | 17.8 hr | Met |
| WEN151-100266 | 20 Jan 2026 | Change | Name change request User admin · AB · Remote | P3 | Resolved | 2.64 hr | 1.2 days | Met |
| WEN151-100265 | 19 Jan 2026 | Service Request | Screen flickering Hardware · KB · Head Office | P3 | Closed | 1.46 hr | 2.4 days | Met |
| WEN151-100264 | 15 Jan 2026 | Incident | Phishing report triage Security · SE · Head Office | P4 | Resolved | 0.76 hr | 2.4 days | Met |
| WEN151-100263 | 13 Jan 2026 | Incident | Backup capacity review Backup · BK · Head Office | P3 | Closed | 0.62 hr | 8.7 hr | Met |
| WEN151-100262 | 12 Jan 2026 | Service Request · excluded | Site offline Network · KB · Remote | P3 | Closed | — | — | n/a |
| WEN151-100261 | 09 Jan 2026 | Incident | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 0.49 hr | 18.3 hr | Met |
| WEN151-100260 | 06 Jan 2026 | Incident | New printer driver rollout Printing · SE · Remote | P3 | Resolved | 0.49 hr | 2.3 days | Met |
| WEN151-100259 | 02 Jan 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 1.35 hr | 2.4 days | Met |
| WEN151-100258 | 01 Jan 2026 | Incident | Switch port fault Network · BK · Remote | P3 | Closed | 5.31 hr | 2.2 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.