SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 12 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.
Service performance
34 eligible records in this yearAverage first response
3.3 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
93.9%
2 call(s) over the 8-hour target
First-time fix
88.2%
Where the source records the field
Volume
Contract calls
34
46 calls logged in the period
Off contract
7
£1,598.25 chargeable
Open / closed
1 / 45
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
34
records
- Backup7
- User admin6
- Microsoft 3655
- Network4
- Security4
- Line of business app3
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 34 | 3.34 hr | 93.9% | 2 | 12 |
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 | 5 | 2.52 hr | 100% | 0 |
| Karen Taylor | 5 | 1.68 hr | 100% | 0 |
| Daniel Blacker | 4 | 7.92 hr | 75% | 1 |
| Barry Ebbs | 3 | 2.19 hr | 100% | 0 |
| (Not recorded) | 3 | 1.16 hr | 100% | 0 |
| Rachael Parkin | 3 | 1.28 hr | 100% | 0 |
| Julie Herbert | 3 | 2.37 hr | 100% | 0 |
| Stacey Thomas | 2 | 1.83 hr | 100% | 0 |
| Chloe Dempsey | 2 | 1.08 hr | 100% | 0 |
| Phil Jenkins | 1 | 22.93 hr | 0% | 1 |
| Damian Armstrong | 1 | 1.54 hr | 100% | 0 |
| Aiden Higgins | 1 | 5.77 hr | 100% | 0 |
2 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 18.1 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 305533 | Daniel Blacker | Dell Latitude 7420 | 2026-06-19 11:11 | 26.10 hr | +18.1 | AB | Report not generating |
| 305506 | Phil Jenkins | Lenovo ThinkPad T14 | 2026-01-27 15:08 | 22.93 hr | +14.9 | SE | OneDrive sync conflict |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Anne-Marie Cable | Email / Microsoft 365 | 3 | 08 Jan 2026 – 20 Feb 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Apple MacBook Pro 14 | User administration | 3 | 06 Jan 2026 – 24 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
46 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WEN597-100154 | 20 Aug 2026 | Incident | Phishing report triage Security · ML · Head Office | P2 | Closed | 1.16 hr | 1.7 days | Met |
| WEN597-100153 | 14 Aug 2026 | Service Request | Suspicious sign-in review Security · KB · Site 2 | P4 | Resolved | 0.61 hr | 1.3 days | Met |
| WEN597-100152 | 13 Aug 2026 | Planned Install · excluded | Endpoint alert investigation Security · TAG · Remote | P3 | In Progress | — | — | n/a |
| WEN597-100151 | 11 Aug 2026 | Incident | Handset registration Telephony · TAG · Head Office | P4 | Closed | 1.19 hr | 1.8 days | Met |
| WEN597-100150 | 10 Aug 2026 | Incident | Laptop will not boot Hardware · SE · Remote | P2 | Closed | 0.80 hr | 3.2 hr | Met |
| WEN597-100149 | 24 Jul 2026 | Incident | Name change request User admin · TAG · Remote | P3 | Closed | — | — | n/a |
| WEN597-100148 | 21 Jul 2026 | Service Request | Backup job failed Backup · BK · Head Office | P3 | Closed | 2.54 hr | 2.3 days | Met |
| WEN597-100147 | 07 Jul 2026 | Incident | Spoofed email reported Email · ML · Head Office | P2 | Closed | 0.32 hr | 1.1 days | Met |
| WEN597-100146 | 03 Jul 2026 | Service Request | Phishing report triage Security · TAG · Remote | P3 | Closed | 0.31 hr | 1.8 days | Met |
| WEN597-100145 | 02 Jul 2026 | Service Request | Teams sign-in loop Microsoft 365 · TAG · Head Office | P2 | Closed | 4.34 hr | 1.0 days | Met |
| WEN597-100144 | 01 Jul 2026 | Service Request | Backup job failed Backup · KB · Head Office | P1 | Resolved | 3.65 hr | 15.6 hr | Met |
| WEN597-100143 | 22 Jun 2026 | Service Request | Endpoint alert investigation Security · KB · Head Office | P2 | Closed | 1.08 hr | 1.1 days | Met |
| WEN597-100142 | 19 Jun 2026 | Incident | Report not generating Line of business app · AB · Head Office | P2 | Resolved | 26.10 hr | 1.8 hr | Missed |
| WEN597-100141 | 15 Jun 2026 | Incident · excluded | Switch port fault Network · SE · Head Office | P3 | Resolved | — | — | n/a |
| WEN597-100140 | 12 Jun 2026 | Incident · excluded | Name change request User admin · BK · Remote | P4 | Resolved | — | — | n/a |
| WEN597-100139 | 03 Jun 2026 | Incident · excluded | MFA reset Security · SE · Remote | P3 | Resolved | — | — | n/a |
| WEN597-100138 | 02 Jun 2026 | Incident | Leaver process User admin · ML · Head Office | P2 | Resolved | 1.19 hr | 10.1 hr | Met |
| WEN597-100137 | 31 May 2026 | Incident | Backup job failed Backup · SE · Remote | P2 | Closed | 1.22 hr | 2.8 hr | Met |
| WEN597-100136 | 23 May 2026 | Incident | Permission change User admin · TAG · Head Office | P3 | Closed | 1.08 hr | 17.6 hr | Met |
| WEN597-100135 | 19 May 2026 | Incident | Slow VPN Network · BK · Head Office | P4 | Resolved | 2.39 hr | 6.9 hr | Met |
| WEN597-100134 | 11 May 2026 | Planned Install · excluded | Retention change Backup · AB · Branch | P2 | Closed | — | — | n/a |
| WEN597-100133 | 08 May 2026 | Incident · excluded | New printer driver rollout Printing · KB · Head Office | P4 | Closed | — | — | n/a |
| WEN597-100132 | 05 May 2026 | Incident | Leaver process User admin · ML · Site 2 | P3 | Closed | 3.53 hr | 1.9 days | Met |
| WEN597-100131 | 29 Apr 2026 | Project · excluded | Slow VPN Network · ML · Site 2 | P1 | Closed | — | — | n/a |
| WEN597-100130 | 28 Apr 2026 | Service Request | Distribution list change Email · TAG · Head Office | P4 | Closed | 2.92 hr | 1.8 days | Met |
| WEN597-100129 | 22 Apr 2026 | Incident | Site offline Network · ML · Head Office | P3 | Resolved | 0.25 hr | 10.1 hr | Met |
| WEN597-100128 | 13 Apr 2026 | Service Request · excluded | Mailbox delegation Email · KB · Remote | P3 | Resolved | — | — | n/a |
| WEN597-100127 | 02 Apr 2026 | Incident | Retention change Backup · ML · Head Office | P3 | Resolved | 1.86 hr | 2.3 days | Met |
| WEN597-100126 | 30 Mar 2026 | Incident | Leaver process User admin · ML · Head Office | P4 | Closed | 5.77 hr | 13.7 hr | Met |
| WEN597-100125 | 24 Mar 2026 | Incident | Application crash on launch Line of business app · KB · Head Office | P2 | Resolved | 1.54 hr | 2.1 days | Met |
| WEN597-100124 | 18 Mar 2026 | Quote · excluded | Name change request User admin · KB · Branch | P4 | Resolved | — | — | n/a |
| WEN597-100123 | 09 Mar 2026 | Incident · excluded | MFA reset Security · BK · Branch | P2 | Resolved | — | — | n/a |
| WEN597-100122 | 23 Feb 2026 | Service Request | Restore request Backup · TAG · Branch | P2 | Closed | 1.10 hr | 13.6 hr | Met |
| WEN597-100121 | 20 Feb 2026 | Change | Distribution list change Email · TAG · Branch | P2 | Resolved | 5.66 hr | 1.3 days | Met |
| WEN597-100120 | 18 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Remote | P2 | Closed | 0.05 hr | 8.5 hr | Met |
| WEN597-100119 | 17 Feb 2026 | Change | Restore request Backup · ML · Site 2 | P3 | Closed | 1.09 hr | 1.6 days | Met |
| WEN597-100118 | 04 Feb 2026 | Incident | Licence renewal Line of business app · KB · Remote | P4 | Closed | 1.30 hr | 1.6 days | Met |
| WEN597-100117 | 03 Feb 2026 | Service Request | Outlook not syncing Microsoft 365 · ML · Head Office | P2 | Resolved | 3.36 hr | 15.4 hr | Met |
| WEN597-100116 | 30 Jan 2026 | Quote · excluded | Call quality issue Telephony · TAG · Branch | P1 | Closed | — | — | n/a |
| WEN597-100115 | 27 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · SE · Branch | P2 | Closed | 22.93 hr | 2.1 days | Missed |
| WEN597-100114 | 23 Jan 2026 | Service Request | Site offline Network · SE · Head Office | P2 | Closed | 3.16 hr | 2.4 days | Met |
| WEN597-100113 | 22 Jan 2026 | Change | Site offline Network · KB · Head Office | P3 | Resolved | 5.08 hr | 4.7 hr | Met |
| WEN597-100112 | 14 Jan 2026 | Incident | Backup job failed Backup · BK · Branch | P3 | Closed | 0.94 hr | 1.8 days | Met |
| WEN597-100111 | 08 Jan 2026 | Incident | SharePoint permission request Microsoft 365 · SE · Head Office | P2 | Resolved | 0.87 hr | 1.3 days | Met |
| WEN597-100110 | 07 Jan 2026 | Service Request · excluded | Leaver process User admin · KB · Head Office | P2 | Resolved | — | — | n/a |
| WEN597-100109 | 06 Jan 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Closed | 0.93 hr | 13.9 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.