SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 38 records in this selection sit outside that — quotes, projects and planned installs, plus 17 calls billed time and materials. They stay visible for volume context.
Service performance
84 eligible records in this yearAverage first response
5.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
87.5%
10 call(s) over the 8-hour target
First-time fix
64.3%
Where the source records the field
Volume
Contract calls
84
122 calls logged in the period
Off contract
17
£5,147.25 chargeable
Open / closed
2 / 120
Across the selected period
Data-quality gaps
4
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
84
records
- Network11
- User admin10
- Microsoft 3659
- Security9
- Hardware9
- Email9
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 84 | 5.73 hr | 87.5% | 10 | 38 |
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 | 13 | 5.13 hr | 92% | 1 |
| Karen Taylor | 12 | 4.26 hr | 73% | 3 |
| Damian Armstrong | 7 | 1.28 hr | 100% | 0 |
| Aiden Higgins | 7 | 2.46 hr | 100% | 0 |
| (Not recorded) | 7 | 0.84 hr | 100% | 0 |
| Chloe Dempsey | 6 | 24.89 hr | 83% | 1 |
| Rachael Parkin | 5 | 3.10 hr | 80% | 1 |
| Kelly Gregory | 5 | 0.54 hr | 100% | 0 |
| Phil Jenkins | 5 | 11.57 hr | 80% | 1 |
| Julie Herbert | 5 | 1.56 hr | 100% | 0 |
| Barry Ebbs | 4 | 3.15 hr | 75% | 1 |
| Daniel Blacker | 4 | 12.04 hr | 75% | 1 |
10 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 134.3 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308204 | Chloe Dempsey | HP ProBook 450 G6 | 2026-05-28 10:38 | 142.31 hr | +134.3 | KB | Toner replacement |
| 308226 | Phil Jenkins | HP EliteBook 840 G9 | 2026-07-05 16:00 | 45.92 hr | +37.9 | AB | Backup capacity review |
| 308173 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-03-31 16:19 | 45.79 hr | +37.8 | ML | Suspicious sign-in review |
| 308212 | Daniel Blacker | Dell PowerEdge R750 | 2026-06-09 09:03 | 42.78 hr | +34.8 | SE | Backup job failed |
| 308221 | Stacey Thomas | Apple MacBook Pro 14 | 2026-06-24 09:17 | 16.44 hr | +8.4 | KB | Laptop will not boot |
| 308196 | Karen Taylor | HPE Aruba 2530 | 2026-05-11 10:52 | 11.66 hr | +3.7 | TAG | New printer driver rollout |
| 308225 | Rachael Parkin | Draytek Vigor 2927 | 2026-07-02 11:13 | 10.63 hr | +2.6 | KB | Outlook not syncing |
| 308197 | Barry Ebbs | Apple MacBook Air M2 | 2026-05-12 09:50 | 10.36 hr | +2.4 | TAG | Endpoint alert investigation |
| 308243 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-08-11 17:12 | 9.38 hr | +1.4 | ML | Replacement keyboard |
| 308132 | Karen Taylor | HPE Aruba 2530 | 2026-01-02 11:10 | 9.09 hr | +1.1 | BK | OneDrive sync conflict |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 3 | 02 Jan 2026 – 15 Jun 2026 |
| Damian Armstrong | Monitoring / server / security | 3 | 13 Jan 2026 – 28 Jul 2026 |
| Karen Taylor | Printing | 3 | 20 Jan 2026 – 17 Aug 2026 |
| Phil Jenkins | Email / Microsoft 365 | 3 | 13 Feb 2026 – 06 Apr 2026 |
| Karen Taylor | Monitoring / server / security | 3 | 16 Mar 2026 – 14 Apr 2026 |
| Rachael Parkin | Monitoring / server / security | 3 | 17 Mar 2026 – 30 Jul 2026 |
| Anne-Marie Cable | Monitoring / server / security | 3 | 20 Mar 2026 – 28 Apr 2026 |
| (Not recorded) | Email / Microsoft 365 | 3 | 30 Apr 2026 – 17 Jul 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| HP EliteBook 840 G9 | Monitoring / server / security | 6 | 13 Jan 2026 – 28 Jul 2026 |
| Dell OptiPlex 7010 | Monitoring / server / security | 4 | 16 Jan 2026 – 21 Aug 2026 |
| HPE Aruba 2530 | Email / Microsoft 365 | 3 | 02 Jan 2026 – 10 Aug 2026 |
| Dell OptiPlex 7010 | Email / Microsoft 365 | 3 | 13 Feb 2026 – 15 Apr 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
122 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WEN656-100368 | 25 Aug 2026 | Incident | Screen flickering Hardware · AB · Branch | P4 | Resolved | 0.53 hr | 1.5 days | Met |
| WEN656-100367 | 21 Aug 2026 | Change | Switch port fault Network · ML · Site 2 | P3 | Resolved | 0.49 hr | 1.7 days | Met |
| WEN656-100366 | 20 Aug 2026 | Incident | Call quality issue Telephony · TAG · Remote | P4 | Closed | 0.87 hr | 10.0 hr | Met |
| WEN656-100365 | 19 Aug 2026 | Service Request | Site offline Network · ML · Head Office | P2 | Closed | 4.50 hr | 2.5 days | Met |
| WEN656-100364 | 18 Aug 2026 | Incident | Mailbox delegation Email · KB · Head Office | P3 | Closed | 0.17 hr | 17.4 hr | Met |
| WEN656-100363 | 17 Aug 2026 | Incident | Scan to email failing Printing · SE · Head Office | P3 | Closed | 5.49 hr | 14.7 hr | Met |
| WEN656-100362 | 16 Aug 2026 | Planned Install · excluded | Restore request Backup · KB · Head Office | P4 | Open | — | — | n/a |
| WEN656-100361 | 14 Aug 2026 | Incident | Slow VPN Network · SE · Remote | P3 | Closed | 1.91 hr | 2.5 days | Met |
| WEN656-100360 | 13 Aug 2026 | Incident | Printer offline Printing · SE · Head Office | P4 | Resolved | 1.42 hr | 2.4 days | Met |
| WEN656-100359 | 11 Aug 2026 | Service Request | Replacement keyboard Hardware · ML · Head Office | P2 | Closed | 9.38 hr | 13.4 hr | Missed |
| WEN656-100358 | 10 Aug 2026 | Service Request | Mailbox delegation Email · ML · Head Office | P2 | Closed | 0.71 hr | 1.2 days | Met |
| WEN656-100357 | 06 Aug 2026 | Incident | New starter setup User admin · BK · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100356 | 04 Aug 2026 | Planned Install · excluded | Scan to email failing Printing · SE · Head Office | P2 | Open | — | — | n/a |
| WEN656-100355 | 03 Aug 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · BK · Head Office | P4 | Resolved | — | — | n/a |
| WEN656-100354 | 31 Jul 2026 | Service Request | New starter setup User admin · AB · Branch | P3 | Closed | 0.41 hr | 1.9 days | Met |
| WEN656-100353 | 30 Jul 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Closed | 0.99 hr | 1.0 days | Met |
| WEN656-100352 | 28 Jul 2026 | Incident | Slow VPN Network · TAG · Head Office | P3 | Closed | 0.23 hr | 2.1 days | Met |
| WEN656-100351 | 24 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P3 | Closed | 1.47 hr | 1.6 hr | Met |
| WEN656-100350 | 21 Jul 2026 | Incident | Site offline Network · ML · Head Office | P3 | Resolved | 1.65 hr | 1.8 days | Met |
| WEN656-100349 | 20 Jul 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Remote | P3 | Closed | 1.97 hr | 2.0 days | Met |
| WEN656-100348 | 17 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · AB · Branch | P4 | Resolved | 0.56 hr | 20.4 hr | Met |
| WEN656-100347 | 15 Jul 2026 | Change | Permission change User admin · TAG · Head Office | P3 | Closed | 0.84 hr | 12.3 hr | Met |
| WEN656-100346 | 14 Jul 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 0.41 hr | 1.0 days | Met |
| WEN656-100345 | 13 Jul 2026 | Quote · excluded | New starter setup User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| WEN656-100344 | 09 Jul 2026 | Service Request | Spoofed email reported Email · TAG · Remote | P3 | Resolved | 1.39 hr | 10.8 hr | Met |
| WEN656-100343 | 07 Jul 2026 | Service Request | Database timeout Line of business app · SE · Head Office | P3 | Resolved | 0.33 hr | 1.4 days | Met |
| WEN656-100342 | 05 Jul 2026 | Change | Backup capacity review Backup · AB · Head Office | P4 | Resolved | 45.92 hr | 1.6 days | Missed |
| WEN656-100341 | 02 Jul 2026 | Service Request | Outlook not syncing Microsoft 365 · KB · Remote | P3 | Resolved | 10.63 hr | 1.5 days | Missed |
| WEN656-100340 | 29 Jun 2026 | Incident | Backup job failed Backup · BK · Head Office | P4 | Resolved | 3.33 hr | 1.2 days | Met |
| WEN656-100339 | 27 Jun 2026 | Incident · excluded | Handset registration Telephony · ML · Branch | P3 | Closed | — | — | n/a |
| WEN656-100338 | 25 Jun 2026 | Service Request · excluded | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | — | — | n/a |
| WEN656-100337 | 24 Jun 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P3 | Closed | 16.44 hr | 0.8 hr | Missed |
| WEN656-100336 | 23 Jun 2026 | Planned Install · excluded | Site offline Network · KB · Head Office | P2 | Closed | — | — | n/a |
| WEN656-100335 | 22 Jun 2026 | Service Request | Application crash on launch Line of business app · SE · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100334 | 19 Jun 2026 | Project · excluded | Docking station not detected Hardware · KB · Remote | P1 | Closed | — | — | n/a |
| WEN656-100333 | 18 Jun 2026 | Incident | Phishing report triage Security · TAG · Branch | P1 | Closed | 1.41 hr | 10.9 hr | Met |
| WEN656-100332 | 17 Jun 2026 | Service Request | Message quarantined Email · BK · Head Office | P3 | Resolved | 1.37 hr | 1.2 days | Met |
| WEN656-100331 | 16 Jun 2026 | Incident | Toner replacement Printing · TAG · Branch | P3 | Closed | 0.78 hr | 1.3 days | Met |
| WEN656-100330 | 15 Jun 2026 | Incident | SharePoint permission request Microsoft 365 · AB · Branch | P3 | Resolved | 0.79 hr | 1.4 days | Met |
| WEN656-100329 | 12 Jun 2026 | Incident | Retention change Backup · SE · Head Office | P3 | Closed | — | — | n/a |
| WEN656-100328 | 09 Jun 2026 | Incident | Backup job failed Backup · SE · Remote | P3 | Closed | 42.78 hr | 7.8 hr | Missed |
| WEN656-100327 | 08 Jun 2026 | Service Request | Database timeout Line of business app · KB · Head Office | P3 | Resolved | 0.18 hr | 1.2 days | Met |
| WEN656-100326 | 07 Jun 2026 | Quote · excluded | Docking station not detected Hardware · TAG · Branch | P4 | Closed | — | — | n/a |
| WEN656-100325 | 06 Jun 2026 | Project · excluded | Report not generating Line of business app · SE · Branch | P4 | Closed | — | — | n/a |
| WEN656-100324 | 03 Jun 2026 | Quote · excluded | Voicemail not delivering Telephony · AB · Site 2 | P3 | Closed | — | — | n/a |
| WEN656-100323 | 02 Jun 2026 | Service Request | Replacement keyboard Hardware · AB · Head Office | P2 | Resolved | 1.74 hr | 14.8 hr | Met |
| WEN656-100322 | 31 May 2026 | Service Request | New extension setup Telephony · KB · Remote | P2 | Closed | 0.79 hr | 2.1 days | Met |
| WEN656-100321 | 29 May 2026 | Planned Install · excluded | Docking station not detected Hardware · AB · Head Office | P2 | Closed | — | — | n/a |
| WEN656-100320 | 28 May 2026 | Service Request | Toner replacement Printing · KB · Head Office | P4 | Closed | 142.31 hr | 2.3 days | Missed |
| WEN656-100319 | 22 May 2026 | Service Request | Restore request Backup · ML · Site 2 | P1 | Closed | 3.41 hr | 7.6 hr | Met |
| WEN656-100318 | 21 May 2026 | Incident · excluded | Backup job failed Backup · ML · Branch | P3 | Resolved | — | — | n/a |
| WEN656-100317 | 19 May 2026 | Incident · excluded | Switch port fault Network · SE · Head Office | P3 | Closed | — | — | n/a |
| WEN656-100316 | 18 May 2026 | Service Request | OneDrive sync conflict Microsoft 365 · TAG · Remote | P4 | Resolved | 0.08 hr | 1.2 days | Met |
| WEN656-100315 | 15 May 2026 | Incident | Voicemail not delivering Telephony · SE · Remote | P3 | Resolved | 0.62 hr | 14.1 hr | Met |
| WEN656-100314 | 14 May 2026 | Incident | Screen flickering Hardware · KB · Head Office | P4 | Closed | 2.04 hr | 23.4 hr | Met |
| WEN656-100313 | 12 May 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P4 | Resolved | 10.36 hr | 1.5 days | Missed |
| WEN656-100312 | 11 May 2026 | Incident | New printer driver rollout Printing · TAG · Head Office | P3 | Resolved | 11.66 hr | 1.2 days | Missed |
| WEN656-100311 | 08 May 2026 | Project · excluded | New printer driver rollout Printing · BK · Branch | P4 | Resolved | — | — | n/a |
| WEN656-100310 | 05 May 2026 | Service Request | Leaver process User admin · BK · Branch | P4 | Resolved | 4.34 hr | 2.0 days | Met |
| WEN656-100309 | 04 May 2026 | Service Request | Licence renewal Line of business app · AB · Branch | P4 | Closed | 3.76 hr | 2.4 days | Met |
| WEN656-100308 | 01 May 2026 | Incident | Call quality issue Telephony · TAG · Site 2 | P2 | Closed | 0.13 hr | 2.3 days | Met |
| WEN656-100307 | 30 Apr 2026 | Service Request | Message quarantined Email · KB · Remote | P3 | Closed | 0.96 hr | 1.7 days | Met |
| WEN656-100306 | 29 Apr 2026 | Change | Phishing report triage Security · SE · Remote | P4 | Closed | 1.58 hr | 12.5 hr | Met |
| WEN656-100305 | 28 Apr 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Resolved | 1.05 hr | 11.5 hr | Met |
| WEN656-100304 | 27 Apr 2026 | Project · excluded | Site offline Network · SE · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100303 | 24 Apr 2026 | Change | Permission change User admin · SE · Site 2 | P3 | Resolved | 1.23 hr | 11.5 hr | Met |
| WEN656-100302 | 23 Apr 2026 | Quote · excluded | Switch port fault Network · ML · Head Office | P2 | Resolved | — | — | n/a |
| WEN656-100301 | 22 Apr 2026 | Quote · excluded | New starter setup User admin · SE · Site 2 | P3 | Resolved | — | — | n/a |
| WEN656-100300 | 21 Apr 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | 1.49 hr | 3.6 hr | Met |
| WEN656-100299 | 15 Apr 2026 | Service Request | Distribution list change Email · ML · Head Office | P2 | Resolved | 0.07 hr | 6.7 hr | Met |
| WEN656-100298 | 14 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · BK · Branch | P4 | Resolved | 2.26 hr | 17.5 hr | Met |
| WEN656-100297 | 13 Apr 2026 | Service Request | Switch port fault Network · BK · Branch | P3 | Closed | 0.96 hr | 1.7 days | Met |
| WEN656-100296 | 09 Apr 2026 | Service Request | Laptop will not boot Hardware · KB · Head Office | P4 | Closed | 0.48 hr | 7.8 hr | Met |
| WEN656-100295 | 08 Apr 2026 | Incident · excluded | Call quality issue Telephony · AB · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100294 | 07 Apr 2026 | Incident | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 3.23 hr | 4.7 hr | Met |
| WEN656-100293 | 06 Apr 2026 | Incident | Spoofed email reported Email · SE · Head Office | P4 | Resolved | 0.43 hr | 7.0 hr | Met |
| WEN656-100292 | 04 Apr 2026 | Incident · excluded | Site offline Network · AB · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100291 | 03 Apr 2026 | Service Request · excluded | Suspicious sign-in review Security · KB · Head Office | P2 | Resolved | — | — | n/a |
| WEN656-100290 | 02 Apr 2026 | Incident | Scan to email failing Printing · TAG · Remote | P3 | Resolved | 0.65 hr | 20.6 hr | Met |
| WEN656-100289 | 31 Mar 2026 | Incident | Suspicious sign-in review Security · ML · Head Office | P3 | Closed | 45.79 hr | 1.4 days | Missed |
| WEN656-100288 | 27 Mar 2026 | Planned Install · excluded | Retention change Backup · AB · Branch | P4 | Closed | — | — | n/a |
| WEN656-100287 | 26 Mar 2026 | Project · excluded | Site offline Network · ML · Head Office | P3 | Resolved | — | — | n/a |
| WEN656-100286 | 25 Mar 2026 | Service Request | Switch port fault Network · TAG · Head Office | P3 | Closed | 0.86 hr | 16.6 hr | Met |
| WEN656-100285 | 23 Mar 2026 | Change · excluded | Scan to email failing Printing · TAG · Branch | P3 | Resolved | — | — | n/a |
| WEN656-100284 | 20 Mar 2026 | Incident | MFA reset Security · KB · Head Office | P3 | Resolved | 0.22 hr | 1.7 days | Met |
| WEN656-100283 | 17 Mar 2026 | Incident | Endpoint alert investigation Security · TAG · Branch | P3 | Resolved | 1.48 hr | 22.6 hr | Met |
| WEN656-100282 | 16 Mar 2026 | Service Request | Site offline Network · AB · Head Office | P1 | Resolved | 0.69 hr | 10.7 hr | Met |
| WEN656-100281 | 13 Mar 2026 | Incident | SharePoint permission request Microsoft 365 · BK · Branch | P4 | Closed | 1.23 hr | 1.4 days | Met |
| WEN656-100280 | 10 Mar 2026 | Incident | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | 0.72 hr | 1.6 days | Met |
| WEN656-100279 | 09 Mar 2026 | Incident · excluded | Leaver process User admin · KB · Head Office | P4 | Closed | — | — | n/a |
| WEN656-100278 | 05 Mar 2026 | Service Request | New extension setup Telephony · TAG · Remote | P3 | Resolved | 3.84 hr | 1.7 days | Met |
| WEN656-100277 | 03 Mar 2026 | Service Request | MFA reset Security · SE · Head Office | P3 | Closed | 2.34 hr | 1.1 days | Met |
| WEN656-100276 | 02 Mar 2026 | Service Request | Handset registration Telephony · BK · Remote | P1 | Resolved | 0.67 hr | 8.4 hr | Met |
| WEN656-100275 | 01 Mar 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Closed | — | — | n/a |
| WEN656-100274 | 27 Feb 2026 | Project · excluded | MFA reset Security · BK · Head Office | P4 | Resolved | — | — | n/a |
| WEN656-100273 | 25 Feb 2026 | Incident | SharePoint permission request Microsoft 365 · KB · Head Office | P3 | Closed | 1.14 hr | 1.3 days | Met |
| WEN656-100272 | 24 Feb 2026 | Quote · excluded | Laptop will not boot Hardware · KB · Branch | P2 | Closed | — | — | n/a |
| WEN656-100271 | 20 Feb 2026 | Service Request | New starter setup User admin · AB · Head Office | P4 | Closed | 2.28 hr | 1.9 days | Met |
| WEN656-100270 | 16 Feb 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Head Office | P2 | Closed | — | — | n/a |
| WEN656-100269 | 13 Feb 2026 | Service Request | Mailbox delegation Email · BK · Branch | P4 | Resolved | 6.92 hr | 2.3 days | Met |
| WEN656-100268 | 11 Feb 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P3 | Closed | 3.78 hr | 2.5 days | Met |
| WEN656-100267 | 10 Feb 2026 | Project · excluded | Mailbox delegation Email · SE · Site 2 | P4 | Closed | — | — | n/a |
| WEN656-100266 | 09 Feb 2026 | Incident · excluded | OneDrive sync conflict Microsoft 365 · SE · Remote | P3 | Closed | — | — | n/a |
| WEN656-100265 | 06 Feb 2026 | Quote · excluded | Teams sign-in loop Microsoft 365 · SE · Head Office | P2 | Closed | — | — | n/a |
| WEN656-100264 | 05 Feb 2026 | Service Request | Permission change User admin · ML · Branch | P4 | Closed | 5.21 hr | 1.9 days | Met |
| WEN656-100263 | 04 Feb 2026 | Incident | Leaver process User admin · KB · Head Office | P3 | Resolved | 3.65 hr | 1.7 days | Met |
| WEN656-100262 | 03 Feb 2026 | Service Request | Laptop will not boot Hardware · SE · Head Office | P4 | Resolved | 0.90 hr | 1.9 days | Met |
| WEN656-100261 | 02 Feb 2026 | Service Request · excluded | Scan to email failing Printing · SE · Head Office | P3 | Closed | — | — | n/a |
| WEN656-100260 | 30 Jan 2026 | Planned Install · excluded | Call quality issue Telephony · ML · Head Office | P1 | Resolved | — | — | n/a |
| WEN656-100259 | 29 Jan 2026 | Incident | Report not generating Line of business app · BK · Branch | P4 | Closed | 0.36 hr | 22.8 hr | Met |
| WEN656-100258 | 28 Jan 2026 | Service Request · excluded | Scan to email failing Printing · SE · Head Office | P4 | Resolved | — | — | n/a |
| WEN656-100257 | 23 Jan 2026 | Service Request · excluded | Printer offline Printing · ML · Site 2 | P3 | Closed | — | — | n/a |
| WEN656-100256 | 20 Jan 2026 | Incident | New printer driver rollout Printing · KB · Head Office | P4 | Closed | 5.24 hr | 1.6 days | Met |
| WEN656-100255 | 19 Jan 2026 | Incident · excluded | Mailbox delegation Email · KB · Branch | P3 | Resolved | — | — | n/a |
| WEN656-100254 | 16 Jan 2026 | Incident | Wi-Fi dropouts in warehouse Network · ML · Head Office | P3 | Closed | 1.13 hr | 13.2 hr | Met |
| WEN656-100253 | 15 Jan 2026 | Incident | New extension setup Telephony · TAG · Branch | P3 | Closed | 0.67 hr | 1.8 days | Met |
| WEN656-100252 | 14 Jan 2026 | Incident | Leaver process User admin · TAG · Remote | P3 | Closed | 0.83 hr | 2.5 days | Met |
| WEN656-100251 | 13 Jan 2026 | Incident | MFA reset Security · AB · Site 2 | P3 | Resolved | 0.85 hr | 1.7 days | Met |
| WEN656-100250 | 09 Jan 2026 | Project · excluded | New printer driver rollout Printing · ML · Head Office | P3 | Resolved | — | — | n/a |
| WEN656-100249 | 08 Jan 2026 | Incident | Toner replacement Printing · KB · Head Office | P2 | Closed | 3.60 hr | 22.5 hr | Met |
| WEN656-100248 | 02 Jan 2026 | Incident | OneDrive sync conflict Microsoft 365 · BK · Head Office | P2 | Resolved | 9.09 hr | 2.2 hr | Missed |
| WEN656-100247 | 01 Jan 2026 | Change · excluded | Wi-Fi dropouts in warehouse Network · AB · 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.