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Westmoor Media Associates

WES643OnboardingManaged contract

westmoormedia.co.uk · Media · Account manager Tom Whitfield

Microsoft 365Stale12 days agoSupport & assets (SQL)Healthy20 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 5 records in this selection sit outside that — quotes, projects and planned installs, plus 4 calls billed time and materials. They stay visible for volume context.

Service performance

20 eligible records in this year
Average first response
4.2 hr
Target 8 hours from logged to responded
Average resolution
1.1 days
Open records excluded from the average
SLA achievement
94.7%
1 call(s) over the 8-hour target
First-time fix
80.0%
Where the source records the field

Volume

Contract calls
20
25 calls logged in the period
Off contract
4
£666 chargeable
Open / closed
0 / 25
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

20
records
  • User admin5
  • Microsoft 3653
  • Telephony3
  • Printing3
  • Security2
  • Backup2

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026204.16 hr94.7%15

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Chloe Dempsey33.35 hr100%0
Kelly Gregory32.17 hr100%0
Karen Taylor31.89 hr100%0
Anne-Marie Cable216.63 hr50%1
Julie Herbert25.26 hr100%0
(Not recorded)21.04 hr100%0
Barry Ebbs22.04 hr100%0
Stacey Thomas17.19 hr100%0
Damian Armstrong10.62 hr100%0
Aiden Higgins11.32 hr100%0

1 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 24.4 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
301331Anne-Marie CableFortinet FortiGate 60F2026-01-16 08:3232.40 hr+24.4SEOutlook not syncing

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

25 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
WES643-10007619 Aug 2026Service RequestMessage quarantined
Email · SE · Head Office
P2Resolved4.04 hr15.8 hrMet
WES643-10007505 Aug 2026Service RequestLeaver process
User admin · SE · Head Office
P3Closed0.31 hr1.6 daysMet
WES643-10007430 Jul 2026Service RequestVoicemail not delivering
Telephony · SE · Head Office
P2Closed0.60 hr1.2 hrMet
WES643-10007315 Jul 2026Service RequestScan to email failing
Printing · ML · Head Office
P4Closed1.04 hr1.2 daysMet
WES643-10007226 Jun 2026IncidentSwitch port fault
Network · TAG · Head Office
P4Closed0.86 hr1.0 daysMet
WES643-10007123 Jun 2026IncidentMFA reset
Security · TAG · Branch
P3Closed1.92 hr2.0 daysMet
WES643-10007018 Jun 2026Service RequestName change request
User admin · ML · Head Office
P3Resolved5.31 hr1.7 daysMet
WES643-10006916 Jun 2026IncidentNew starter setup
User admin · KB · Branch
P3Resolved3.28 hr1.8 daysMet
WES643-10006811 May 2026IncidentTeams sign-in loop
Microsoft 365 · BK · Branch
P3Resolved3.48 hr17.3 hrMet
WES643-10006707 May 2026Change · excludedRestore request
Backup · KB · Head Office
P3Closed——n/a
WES643-10006604 May 2026IncidentScan to email failing
Printing · SE · Remote
P3Closed1.32 hr14.3 hrMet
WES643-10006523 Apr 2026Service RequestBackup capacity review
Backup · TAG · Head Office
P4Resolved1.22 hr2.3 daysMet
WES643-10006406 Apr 2026IncidentCall quality issue
Telephony · BK · Head Office
P3Closed3.40 hr2.0 daysMet
WES643-10006327 Mar 2026IncidentBackup job failed
Backup · SE · Head Office
P2Resolved0.79 hr23.7 hrMet
WES643-10006226 Mar 2026Service RequestToner replacement
Printing · TAG · Remote
P1Closed1.29 hr7.4 hrMet
WES643-10006119 Mar 2026IncidentLeaver process
User admin · BK · Branch
P2Closed5.21 hr7.8 hrMet
WES643-10006006 Mar 2026IncidentVoicemail not delivering
Telephony · AB · Head Office
P4Closed0.62 hr16.4 hrMet
WES643-10005903 Mar 2026Change · excludedName change request
User admin · ML · Remote
P3Resolved——n/a
WES643-10005817 Feb 2026Service RequestSharePoint permission request
Microsoft 365 · KB · Head Office
P4Closed——n/a
WES643-10005711 Feb 2026Service Request · excludedSwitch port fault
Network · AB · Remote
P3Resolved——n/a
WES643-10005610 Feb 2026Incident · excludedPhishing report triage
Security · KB · Branch
P4Resolved——n/a
WES643-10005528 Jan 2026Quote · excludedPermission change
User admin · SE · Head Office
P3Closed——n/a
WES643-10005418 Jan 2026IncidentLeaver process
User admin · KB · Remote
P3Closed7.19 hr19.2 hrMet
WES643-10005316 Jan 2026Service RequestOutlook not syncing
Microsoft 365 · SE · Head Office
P4Resolved32.40 hr1.5 daysMissed
WES643-10005208 Jan 2026Service RequestEndpoint alert investigation
Security · ML · Head Office
P4Resolved4.85 hr1.0 daysMet
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.