SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 61 records in this selection sit outside that — quotes, projects and planned installs, plus 24 calls billed time and materials. They stay visible for volume context.
Service performance
149 eligible records in this yearAverage first response
5.3 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
90.1%
14 call(s) over the 8-hour target
First-time fix
69.2%
Where the source records the field
Volume
Contract calls
149
210 calls logged in the period
Off contract
24
£6,887.25 chargeable
Open / closed
4 / 206
Across the selected period
Data-quality gaps
7
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
149
records
- Line of business app20
- User admin18
- Printing17
- Telephony17
- Security17
- Microsoft 36513
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 149 | 5.30 hr | 90.1% | 14 | 61 |
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 | 27 | 2.23 hr | 92% | 2 |
| Anne-Marie Cable | 20 | 9.48 hr | 84% | 3 |
| (Not recorded) | 15 | 5.41 hr | 87% | 2 |
| Barry Ebbs | 12 | 4.22 hr | 92% | 1 |
| Stacey Thomas | 12 | 1.57 hr | 100% | 0 |
| Kelly Gregory | 11 | 8.14 hr | 80% | 2 |
| Chloe Dempsey | 11 | 1.87 hr | 90% | 1 |
| Aiden Higgins | 8 | 1.34 hr | 100% | 0 |
| Julie Herbert | 8 | 2.37 hr | 100% | 0 |
| Damian Armstrong | 7 | 1.70 hr | 100% | 0 |
| Phil Jenkins | 6 | 12.92 hr | 67% | 2 |
| Rachael Parkin | 6 | 23.13 hr | 83% | 1 |
14 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 118.6 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 303973 | Rachael Parkin | Apple iPhone 12 | 2026-06-19 15:38 | 126.56 hr | +118.6 | ML | Docking station not detected |
| 304005 | Anne-Marie Cable | Dell OptiPlex 7010 | 2026-07-22 09:33 | 97.08 hr | +89.1 | AB | New starter setup |
| 303981 | Phil Jenkins | Dell PowerEdge R640 | 2026-06-29 08:25 | 59.28 hr | +51.3 | BK | Suspicious sign-in review |
| 303946 | Kelly Gregory | HP EliteBook 840 G9 | 2026-05-24 09:38 | 46.27 hr | +38.3 | AB | Outlook not syncing |
| 303959 | (Not recorded) | Apple MacBook Air M2 | 2026-06-05 16:35 | 43.83 hr | +35.8 | KB | Screen flickering |
| 303931 | Barry Ebbs | HP ProBook 450 G6 | 2026-05-01 16:13 | 31.22 hr | +23.2 | SE | Backup capacity review |
| 303906 | Anne-Marie Cable | HP EliteBook 840 G9 | 2026-04-02 16:38 | 29.55 hr | +21.6 | KB | New starter setup |
| 303832 | Kelly Gregory | Samsung Galaxy A54 | 2026-01-12 12:12 | 15.65 hr | +7.7 | TAG | Report not generating |
| 304024 | Anne-Marie Cable | Samsung Galaxy A54 | 2026-08-18 13:58 | 10.35 hr | +2.4 | ML | Endpoint alert investigation |
| 304003 | Karen Taylor | Canon imageRUNNER 2630 | 2026-07-21 08:28 | 9.98 hr | +2.0 | SE | Spoofed email reported |
| 303928 | Karen Taylor | Lenovo ThinkCentre M70q | 2026-04-29 12:00 | 9.45 hr | +1.4 | KB | Slow VPN |
| 303979 | Phil Jenkins | Apple iPhone 14 | 2026-06-25 15:29 | 9.31 hr | +1.3 | SE | Slow VPN |
| 303882 | Chloe Dempsey | HP ProDesk 400 G7 | 2026-03-08 14:07 | 9.24 hr | +1.2 | BK | Database timeout |
| 303919 | (Not recorded) | Dell Latitude 7420 | 2026-04-19 15:10 | 8.52 hr | +0.5 | SE | Wi-Fi dropouts in warehouse |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Karen Taylor | Email / Microsoft 365 | 5 | 06 Jan 2026 – 21 Jul 2026 |
| Karen Taylor | User administration | 5 | 17 Jan 2026 – 31 Jul 2026 |
| Karen Taylor | Monitoring / server / security | 5 | 31 Mar 2026 – 25 Aug 2026 |
| Anne-Marie Cable | User administration | 5 | 02 Apr 2026 – 14 Aug 2026 |
| (Not recorded) | Telephony | 4 | 23 Jan 2026 – 03 Jul 2026 |
| Barry Ebbs | Monitoring / server / security | 4 | 27 Jan 2026 – 01 May 2026 |
| Aiden Higgins | Email / Microsoft 365 | 4 | 27 Jan 2026 – 21 Aug 2026 |
| Chloe Dempsey | Line of business app | 4 | 29 Jan 2026 – 29 May 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Samsung Galaxy A54 | Monitoring / server / security | 6 | 10 Feb 2026 – 25 Aug 2026 |
| Apple MacBook Air M2 | Monitoring / server / security | 4 | 15 Jan 2026 – 11 Aug 2026 |
| Samsung Galaxy A54 | Email / Microsoft 365 | 3 | 06 Jan 2026 – 24 Jul 2026 |
| Samsung Galaxy S23 | Email / Microsoft 365 | 3 | 06 Jan 2026 – 23 Jun 2026 |
| Dell Latitude 7420 | Printing | 3 | 09 Jan 2026 – 18 Jun 2026 |
| Samsung Galaxy A54 | Line of business app | 3 | 12 Jan 2026 – 06 May 2026 |
| HP ProBook 450 G6 | Email / Microsoft 365 | 3 | 19 Jan 2026 – 21 Aug 2026 |
| HP ProBook 450 G6 | Printing | 3 | 29 Jan 2026 – 16 May 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
210 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WES640-100661 | 25 Aug 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Resolved | 0.29 hr | 1.3 days | Met |
| WES640-100660 | 24 Aug 2026 | Incident · excluded | Restore request Backup · ML · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100659 | 21 Aug 2026 | Incident | Backup job failed Backup · AB · Head Office | P3 | Open | — | — | n/a |
| WES640-100658 | 21 Aug 2026 | Service Request | Distribution list change Email · BK · Head Office | P2 | Open | — | — | n/a |
| WES640-100657 | 20 Aug 2026 | Incident | Message quarantined Email · KB · Head Office | P1 | Resolved | 6.00 hr | 13.2 hr | Met |
| WES640-100656 | 20 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P2 | In Progress | — | — | n/a |
| WES640-100655 | 18 Aug 2026 | Change | Screen flickering Hardware · BK · Branch | P3 | Closed | 1.50 hr | 1.9 days | Met |
| WES640-100654 | 18 Aug 2026 | Incident | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 10.35 hr | 10.2 hr | Missed |
| WES640-100653 | 17 Aug 2026 | Service Request | Suspicious sign-in review Security · ML · Head Office | P4 | Closed | 0.60 hr | 10.6 hr | Met |
| WES640-100652 | 14 Aug 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Resolved | 2.71 hr | 23.9 hr | Met |
| WES640-100651 | 13 Aug 2026 | Incident | Phishing report triage Security · ML · Remote | P4 | Resolved | 2.65 hr | 0.7 hr | Met |
| WES640-100650 | 11 Aug 2026 | Service Request | Slow VPN Network · AB · Head Office | P3 | Resolved | 1.45 hr | 1.3 days | Met |
| WES640-100649 | 07 Aug 2026 | Incident | Licence renewal Line of business app · AB · Head Office | P3 | Closed | 0.53 hr | 1.8 days | Met |
| WES640-100648 | 07 Aug 2026 | Service Request | Message quarantined Email · AB · Head Office | P4 | Closed | 4.98 hr | 2.0 days | Met |
| WES640-100647 | 06 Aug 2026 | Incident | MFA reset Security · ML · Head Office | P4 | Resolved | 2.43 hr | 2.0 days | Met |
| WES640-100646 | 05 Aug 2026 | Change | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 1.38 hr | 1.3 days | Met |
| WES640-100645 | 31 Jul 2026 | Incident | Leaver process User admin · SE · Head Office | P3 | Closed | 3.46 hr | 2.2 days | Met |
| WES640-100644 | 30 Jul 2026 | Incident | Permission change User admin · KB · Head Office | P1 | Closed | 5.35 hr | 11.9 hr | Met |
| WES640-100643 | 30 Jul 2026 | Service Request | Screen flickering Hardware · AB · Head Office | P3 | Closed | 1.77 hr | 1.2 days | Met |
| WES640-100642 | 29 Jul 2026 | Incident | Replacement keyboard Hardware · TAG · Branch | P2 | Resolved | 1.26 hr | 1.5 hr | Met |
| WES640-100641 | 27 Jul 2026 | Incident · excluded | Report not generating Line of business app · BK · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100640 | 27 Jul 2026 | Incident | Call quality issue Telephony · AB · Site 2 | P2 | Resolved | 2.30 hr | 1.9 days | Met |
| WES640-100639 | 26 Jul 2026 | Incident | Printer offline Printing · TAG · Head Office | P2 | Closed | 4.67 hr | 2.4 days | Met |
| WES640-100638 | 24 Jul 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Head Office | P1 | Closed | 1.19 hr | 2.5 hr | Met |
| WES640-100637 | 24 Jul 2026 | Incident | Handset registration Telephony · ML · Head Office | P4 | Closed | 0.93 hr | 2.0 days | Met |
| WES640-100636 | 23 Jul 2026 | Incident | Teams sign-in loop Microsoft 365 · BK · Remote | P3 | Resolved | 0.84 hr | 2.5 days | Met |
| WES640-100635 | 22 Jul 2026 | Service Request | New starter setup User admin · AB · Head Office | P3 | Closed | 97.08 hr | 14.9 hr | Missed |
| WES640-100634 | 22 Jul 2026 | Incident | Database timeout Line of business app · SE · Head Office | P4 | Resolved | 3.26 hr | 8.4 hr | Met |
| WES640-100633 | 21 Jul 2026 | Service Request | Spoofed email reported Email · SE · Branch | P4 | Resolved | 9.98 hr | 2.2 days | Missed |
| WES640-100632 | 20 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P4 | Closed | 1.09 hr | 2.0 days | Met |
| WES640-100631 | 20 Jul 2026 | Incident | Database timeout Line of business app · ML · Branch | P2 | Closed | 6.80 hr | 2.4 days | Met |
| WES640-100630 | 18 Jul 2026 | Planned Install · excluded | Site offline Network · KB · Branch | P3 | In Progress | — | — | n/a |
| WES640-100629 | 17 Jul 2026 | Incident | Backup capacity review Backup · ML · Site 2 | P2 | Resolved | 0.99 hr | 14.6 hr | Met |
| WES640-100628 | 16 Jul 2026 | Service Request | Laptop will not boot Hardware · AB · Branch | P3 | Closed | 0.85 hr | 23.9 hr | Met |
| WES640-100627 | 15 Jul 2026 | Project · excluded | Message quarantined Email · BK · Head Office | P4 | Resolved | — | — | n/a |
| WES640-100626 | 14 Jul 2026 | Planned Install · excluded | Backup job failed Backup · BK · Branch | P4 | Resolved | — | — | n/a |
| WES640-100625 | 13 Jul 2026 | Project · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100624 | 13 Jul 2026 | Incident | Voicemail not delivering Telephony · AB · Head Office | P3 | Closed | 0.61 hr | 2.2 days | Met |
| WES640-100623 | 10 Jul 2026 | Project · excluded | MFA reset Security · BK · Site 2 | P2 | Closed | — | — | n/a |
| WES640-100622 | 10 Jul 2026 | Service Request | Database timeout Line of business app · ML · Head Office | P3 | Resolved | 0.24 hr | 6.3 hr | Met |
| WES640-100621 | 09 Jul 2026 | Service Request | Report not generating Line of business app · KB · Head Office | P2 | Closed | 0.63 hr | 1.5 days | Met |
| WES640-100620 | 09 Jul 2026 | Incident | Backup job failed Backup · KB · Branch | P3 | Resolved | 3.82 hr | 20.0 hr | Met |
| WES640-100619 | 08 Jul 2026 | Service Request | Database timeout Line of business app · AB · Head Office | P3 | Closed | 0.91 hr | 1.6 days | Met |
| WES640-100618 | 07 Jul 2026 | Service Request | Leaver process User admin · KB · Head Office | P3 | Closed | 3.05 hr | 2.3 days | Met |
| WES640-100617 | 06 Jul 2026 | Service Request | Application crash on launch Line of business app · AB · Head Office | P3 | Resolved | 2.44 hr | 2.1 days | Met |
| WES640-100616 | 03 Jul 2026 | Incident | MFA reset Security · KB · Head Office | P4 | Closed | 0.71 hr | 2.5 days | Met |
| WES640-100615 | 03 Jul 2026 | Service Request | Call quality issue Telephony · AB · Head Office | P3 | Closed | 1.22 hr | 21.1 hr | Met |
| WES640-100614 | 02 Jul 2026 | Service Request | Phishing report triage Security · SE · Branch | P4 | Closed | 0.93 hr | 1.2 days | Met |
| WES640-100613 | 01 Jul 2026 | Quote · excluded | Permission change User admin · ML · Head Office | P1 | Resolved | — | — | n/a |
| WES640-100612 | 30 Jun 2026 | Change | Retention change Backup · AB · Head Office | P3 | Closed | 0.52 hr | 1.7 days | Met |
| WES640-100611 | 29 Jun 2026 | Service Request | Suspicious sign-in review Security · BK · Head Office | P3 | Resolved | 59.28 hr | 2.0 days | Missed |
| WES640-100610 | 25 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P3 | Resolved | 0.88 hr | 20.1 hr | Met |
| WES640-100609 | 25 Jun 2026 | Service Request | Slow VPN Network · SE · Head Office | P2 | Closed | 9.31 hr | 1.1 days | Missed |
| WES640-100608 | 24 Jun 2026 | Project · excluded | SharePoint permission request Microsoft 365 · TAG · Head Office | P3 | Closed | — | — | n/a |
| WES640-100607 | 23 Jun 2026 | Service Request | Message quarantined Email · BK · Branch | P4 | Closed | 1.03 hr | 16.3 hr | Met |
| WES640-100606 | 22 Jun 2026 | Change · excluded | Spoofed email reported Email · SE · Head Office | P3 | Closed | — | — | n/a |
| WES640-100605 | 22 Jun 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Resolved | 0.81 hr | 1.7 days | Met |
| WES640-100604 | 19 Jun 2026 | Service Request | Toner replacement Printing · KB · Head Office | P1 | Closed | 0.96 hr | 14.6 hr | Met |
| WES640-100603 | 19 Jun 2026 | Incident | Docking station not detected Hardware · ML · Head Office | P3 | Closed | 126.56 hr | 14.2 hr | Missed |
| WES640-100602 | 18 Jun 2026 | Incident | Toner replacement Printing · KB · Remote | P4 | Closed | 5.05 hr | 1.7 days | Met |
| WES640-100601 | 17 Jun 2026 | Incident · excluded | Phishing report triage Security · TAG · Branch | P4 | Resolved | — | — | n/a |
| WES640-100600 | 17 Jun 2026 | Incident | Database timeout Line of business app · ML · Branch | P3 | Closed | 0.43 hr | 1.5 days | Met |
| WES640-100599 | 16 Jun 2026 | Incident | Endpoint alert investigation Security · SE · Head Office | P2 | Closed | 0.87 hr | 2.1 days | Met |
| WES640-100598 | 15 Jun 2026 | Quote · excluded | Mailbox delegation Email · TAG · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100597 | 15 Jun 2026 | Service Request · excluded | Switch port fault Network · TAG · Head Office | P3 | Closed | — | — | n/a |
| WES640-100596 | 12 Jun 2026 | Service Request | Switch port fault Network · AB · Remote | P2 | Closed | 0.56 hr | 1.5 days | Met |
| WES640-100595 | 12 Jun 2026 | Incident | Name change request User admin · AB · Remote | P4 | Closed | 5.47 hr | 12.3 hr | Met |
| WES640-100594 | 11 Jun 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · KB · Head Office | P4 | Resolved | — | — | n/a |
| WES640-100593 | 10 Jun 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P1 | Closed | 1.41 hr | 14.9 hr | Met |
| WES640-100592 | 09 Jun 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P1 | Closed | 5.66 hr | 5.2 hr | Met |
| WES640-100591 | 08 Jun 2026 | Incident | Handset registration Telephony · SE · Head Office | P4 | Closed | 0.17 hr | 1.2 hr | Met |
| WES640-100590 | 05 Jun 2026 | Service Request | Restore request Backup · ML · Head Office | P2 | Closed | 0.43 hr | 1.8 days | Met |
| WES640-100589 | 05 Jun 2026 | Incident | Screen flickering Hardware · KB · Branch | P1 | Closed | 43.83 hr | 10.3 hr | Missed |
| WES640-100588 | 04 Jun 2026 | Incident | Spoofed email reported Email · TAG · Branch | P2 | Closed | 3.87 hr | 1.8 days | Met |
| WES640-100587 | 03 Jun 2026 | Incident · excluded | Voicemail not delivering Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| WES640-100586 | 02 Jun 2026 | Incident | Docking station not detected Hardware · TAG · Head Office | P4 | Resolved | 0.21 hr | 3.8 hr | Met |
| WES640-100585 | 02 Jun 2026 | Incident | Permission change User admin · KB · Branch | P2 | Resolved | 0.73 hr | 1.8 days | Met |
| WES640-100584 | 01 Jun 2026 | Quote · excluded | Retention change Backup · AB · Remote | P3 | Closed | — | — | n/a |
| WES640-100583 | 01 Jun 2026 | Incident | Docking station not detected Hardware · ML · Branch | P2 | Closed | 7.17 hr | 9.4 hr | Met |
| WES640-100582 | 29 May 2026 | Incident | Report not generating Line of business app · BK · Head Office | P2 | Resolved | 0.87 hr | 1.4 days | Met |
| WES640-100581 | 28 May 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · AB · Remote | P4 | Closed | — | — | n/a |
| WES640-100580 | 27 May 2026 | Project · excluded | Toner replacement Printing · BK · Head Office | P4 | Resolved | — | — | n/a |
| WES640-100579 | 26 May 2026 | Quote · excluded | Slow VPN Network · AB · Branch | P1 | Closed | — | — | n/a |
| WES640-100578 | 25 May 2026 | Incident | Scan to email failing Printing · AB · Remote | P1 | Closed | 0.87 hr | 8.9 hr | Met |
| WES640-100577 | 25 May 2026 | Service Request | MFA reset Security · BK · Head Office | P4 | Closed | 0.22 hr | 1.7 days | Met |
| WES640-100576 | 24 May 2026 | Incident | Outlook not syncing Microsoft 365 · AB · Remote | P3 | Closed | 46.27 hr | 2.0 days | Missed |
| WES640-100575 | 22 May 2026 | Service Request · excluded | Application crash on launch Line of business app · AB · Head Office | P3 | Closed | — | — | n/a |
| WES640-100574 | 21 May 2026 | Quote · excluded | Screen flickering Hardware · BK · Branch | P4 | Closed | — | — | n/a |
| WES640-100573 | 19 May 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P2 | Resolved | 2.99 hr | 7.7 hr | Met |
| WES640-100572 | 16 May 2026 | Project · excluded | Handset registration Telephony · BK · Head Office | P4 | Closed | — | — | n/a |
| WES640-100571 | 16 May 2026 | Service Request | Scan to email failing Printing · AB · Head Office | P4 | Closed | 0.93 hr | 2.2 days | Met |
| WES640-100570 | 14 May 2026 | Quote · excluded | Leaver process User admin · SE · Head Office | P3 | Closed | — | — | n/a |
| WES640-100569 | 13 May 2026 | Service Request | Name change request User admin · ML · Branch | P3 | Closed | 0.22 hr | 1.3 days | Met |
| WES640-100568 | 12 May 2026 | Incident | New starter setup User admin · KB · Head Office | P3 | Resolved | 6.22 hr | 1.6 days | Met |
| WES640-100567 | 12 May 2026 | Incident | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | 4.46 hr | 1.9 days | Met |
| WES640-100566 | 11 May 2026 | Incident | Name change request User admin · BK · Head Office | P4 | Closed | 4.55 hr | 1.2 days | Met |
| WES640-100565 | 10 May 2026 | Incident | Restore request Backup · TAG · Head Office | P3 | Resolved | 0.31 hr | 1.3 days | Met |
| WES640-100564 | 07 May 2026 | Service Request | Name change request User admin · KB · Head Office | P3 | Closed | 1.29 hr | 1.2 days | Met |
| WES640-100563 | 06 May 2026 | Incident | Licence renewal Line of business app · ML · Head Office | P4 | Closed | 0.50 hr | 2.3 days | Met |
| WES640-100562 | 05 May 2026 | Incident · excluded | Laptop will not boot Hardware · AB · Head Office | P3 | Closed | — | — | n/a |
| WES640-100561 | 01 May 2026 | Service Request | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 31.22 hr | 12.0 hr | Missed |
| WES640-100560 | 01 May 2026 | Incident | Suspicious sign-in review Security · SE · Head Office | P3 | Closed | 5.40 hr | 22.1 hr | Met |
| WES640-100559 | 30 Apr 2026 | Incident · excluded | Permission change User admin · ML · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100558 | 29 Apr 2026 | Service Request | Slow VPN Network · KB · Remote | P4 | Closed | 9.45 hr | 14.1 hr | Missed |
| WES640-100557 | 28 Apr 2026 | Planned Install · excluded | Backup job failed Backup · ML · Remote | P4 | Closed | — | — | n/a |
| WES640-100556 | 24 Apr 2026 | Incident | Name change request User admin · SE · Head Office | P4 | Resolved | 1.41 hr | 2.1 days | Met |
| WES640-100555 | 23 Apr 2026 | Incident | Printer offline Printing · BK · Branch | P3 | Closed | 2.17 hr | 18.4 hr | Met |
| WES640-100554 | 23 Apr 2026 | Incident · excluded | New extension setup Telephony · BK · Site 2 | P3 | Closed | — | — | n/a |
| WES640-100553 | 22 Apr 2026 | Incident · excluded | Report not generating Line of business app · AB · Remote | P3 | Closed | — | — | n/a |
| WES640-100552 | 22 Apr 2026 | Project · excluded | Screen flickering Hardware · TAG · Branch | P4 | Resolved | — | — | n/a |
| WES640-100551 | 21 Apr 2026 | Incident | Voicemail not delivering Telephony · KB · Remote | P3 | Resolved | 1.05 hr | 2.0 days | Met |
| WES640-100550 | 20 Apr 2026 | Incident | Laptop will not boot Hardware · BK · Head Office | P2 | Closed | 0.69 hr | 3.8 hr | Met |
| WES640-100549 | 19 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Head Office | P4 | Resolved | 8.52 hr | 1.7 days | Missed |
| WES640-100548 | 19 Apr 2026 | Incident | Wi-Fi dropouts in warehouse Network · SE · Remote | P4 | Closed | 2.82 hr | 5.3 hr | Met |
| WES640-100547 | 16 Apr 2026 | Incident | Application crash on launch Line of business app · ML · Head Office | P3 | Resolved | 0.69 hr | 2.2 days | Met |
| WES640-100546 | 16 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · ML · Branch | P3 | Closed | — | — | n/a |
| WES640-100545 | 15 Apr 2026 | Incident | Printer offline Printing · TAG · Remote | P3 | Resolved | 0.24 hr | 23.3 hr | Met |
| WES640-100544 | 14 Apr 2026 | Service Request | Leaver process User admin · AB · Head Office | P3 | Resolved | 0.37 hr | 14.1 hr | Met |
| WES640-100543 | 13 Apr 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Remote | P2 | Closed | 1.04 hr | 1.4 days | Met |
| WES640-100542 | 13 Apr 2026 | Service Request · excluded | Scan to email failing Printing · KB · Head Office | P3 | Closed | — | — | n/a |
| WES640-100541 | 11 Apr 2026 | Quote · excluded | Endpoint alert investigation Security · ML · Head Office | P4 | Closed | — | — | n/a |
| WES640-100540 | 11 Apr 2026 | Quote · excluded | Laptop will not boot Hardware · TAG · Head Office | P3 | Closed | — | — | n/a |
| WES640-100539 | 09 Apr 2026 | Incident | Docking station not detected Hardware · BK · Head Office | P4 | Resolved | 1.18 hr | 2.5 days | Met |
| WES640-100538 | 07 Apr 2026 | Quote · excluded | Voicemail not delivering Telephony · ML · Head Office | P3 | Closed | — | — | n/a |
| WES640-100537 | 06 Apr 2026 | Quote · excluded | Suspicious sign-in review Security · AB · Site 2 | P3 | Resolved | — | — | n/a |
| WES640-100536 | 02 Apr 2026 | Service Request | New starter setup User admin · KB · Head Office | P3 | Resolved | 29.55 hr | 2.3 days | Missed |
| WES640-100535 | 02 Apr 2026 | Service Request | MFA reset Security · KB · Remote | P4 | Closed | 0.88 hr | 1.9 days | Met |
| WES640-100534 | 31 Mar 2026 | Change | Printer offline Printing · ML · Head Office | P1 | Resolved | 7.08 hr | 17.3 hr | Met |
| WES640-100533 | 31 Mar 2026 | Incident | MFA reset Security · AB · Head Office | P3 | Closed | 1.17 hr | 0.7 hr | Met |
| WES640-100532 | 30 Mar 2026 | Incident · excluded | MFA reset Security · TAG · Branch | P3 | Closed | — | — | n/a |
| WES640-100531 | 27 Mar 2026 | Change · excluded | Message quarantined Email · BK · Head Office | P3 | Closed | — | — | n/a |
| WES640-100530 | 27 Mar 2026 | Incident | Handset registration Telephony · AB · Site 2 | P3 | Closed | 1.19 hr | 1.9 days | Met |
| WES640-100529 | 26 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · KB · Site 2 | P3 | Resolved | 0.10 hr | 2.3 days | Met |
| WES640-100528 | 25 Mar 2026 | Incident | Report not generating Line of business app · KB · Remote | P3 | Resolved | — | — | n/a |
| WES640-100527 | 24 Mar 2026 | Incident | Backup capacity review Backup · SE · Head Office | P3 | Resolved | 0.20 hr | 1.5 days | Met |
| WES640-100526 | 21 Mar 2026 | Incident | New printer driver rollout Printing · SE · Head Office | P3 | Resolved | 1.37 hr | 2.3 days | Met |
| WES640-100525 | 20 Mar 2026 | Incident | OneDrive sync conflict Microsoft 365 · TAG · Remote | P2 | Closed | 0.62 hr | 2.0 days | Met |
| WES640-100524 | 20 Mar 2026 | Planned Install · excluded | Message quarantined Email · KB · Branch | P3 | Resolved | — | — | n/a |
| WES640-100523 | 19 Mar 2026 | Service Request · excluded | Database timeout Line of business app · AB · Head Office | P3 | Resolved | — | — | n/a |
| WES640-100522 | 18 Mar 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P3 | Resolved | 3.32 hr | 7.0 hr | Met |
| WES640-100521 | 17 Mar 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P1 | Closed | 0.33 hr | 2.5 hr | Met |
| WES640-100520 | 13 Mar 2026 | Change | Restore request Backup · SE · Head Office | P2 | Closed | — | — | n/a |
| WES640-100519 | 12 Mar 2026 | Planned Install · excluded | Endpoint alert investigation Security · KB · Head Office | P2 | Resolved | — | — | n/a |
| WES640-100518 | 12 Mar 2026 | Incident | Backup capacity review Backup · ML · Branch | P3 | Closed | 0.91 hr | 1.7 hr | Met |
| WES640-100517 | 11 Mar 2026 | Service Request | Switch port fault Network · SE · Branch | P2 | Resolved | — | — | n/a |
| WES640-100516 | 10 Mar 2026 | Quote · excluded | Suspicious sign-in review Security · TAG · Site 2 | P3 | Resolved | — | — | n/a |
| WES640-100515 | 10 Mar 2026 | Incident | Voicemail not delivering Telephony · KB · Head Office | P3 | Closed | 5.75 hr | 2.3 days | Met |
| WES640-100514 | 09 Mar 2026 | Project · excluded | Backup job failed Backup · AB · Branch | P4 | Closed | — | — | n/a |
| WES640-100513 | 09 Mar 2026 | Project · excluded | Phishing report triage Security · AB · Remote | P3 | Resolved | — | — | n/a |
| WES640-100512 | 08 Mar 2026 | Service Request | Database timeout Line of business app · BK · Head Office | P3 | Resolved | 9.24 hr | 1.4 days | Missed |
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.