SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 70 records in this selection sit outside that — quotes, projects and planned installs, plus 36 calls billed time and materials. They stay visible for volume context.
Service performance
190 eligible records in this yearAverage first response
4.6 hr
Target 8 hours from logged to responded
Average resolution
1.3 days
Open records excluded from the average
SLA achievement
88.8%
21 call(s) over the 8-hour target
First-time fix
75.8%
Where the source records the field
Volume
Contract calls
190
260 calls logged in the period
Off contract
36
£8,190.75 chargeable
Open / closed
4 / 256
Across the selected period
Data-quality gaps
3
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
190
records
- Security28
- Telephony24
- Printing20
- Microsoft 36520
- Hardware18
- User admin18
Support performance by year
Contract calls against the 8-hour response target
| Year | Calls | Avg response | SLA met | Misses | Excluded |
|---|---|---|---|---|---|
| 2026 | 190 | 4.59 hr | 88.8% | 21 | 70 |
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 | 25 | 2.89 hr | 96% | 1 |
| Kelly Gregory | 23 | 2.67 hr | 96% | 1 |
| Barry Ebbs | 21 | 3.92 hr | 86% | 3 |
| Karen Taylor | 18 | 3.12 hr | 94% | 1 |
| Daniel Blacker | 16 | 3.45 hr | 94% | 1 |
| (Not recorded) | 16 | 4.24 hr | 81% | 3 |
| Stacey Thomas | 15 | 5.91 hr | 87% | 2 |
| Chloe Dempsey | 13 | 6.12 hr | 77% | 3 |
| Aiden Higgins | 13 | 3.96 hr | 83% | 2 |
| Julie Herbert | 9 | 19.80 hr | 89% | 1 |
| Damian Armstrong | 8 | 1.27 hr | 100% | 0 |
| Phil Jenkins | 7 | 5.84 hr | 67% | 2 |
21 contract calls missed the 8-hour target
Worst first — the calls a service review will be asked about
Longest 151.2 hr over
| Job number | Call logger | Machine or system | Logged | Response | Over target | Engineer | Issue |
|---|---|---|---|---|---|---|---|
| 308987 | Julie Herbert | HP EliteBook 840 G9 | 2026-04-09 08:15 | 159.17 hr | +151.2 | KB | Call quality issue |
| 308945 | Stacey Thomas | Dell OptiPlex 7010 | 2026-03-01 10:29 | 46.99 hr | +39.0 | BK | Screen flickering |
| 308962 | Barry Ebbs | Apple MacBook Air M2 | 2026-03-17 09:32 | 45.28 hr | +37.3 | BK | Backup job failed |
| 308918 | Daniel Blacker | Dell OptiPlex 7010 | 2026-02-02 15:39 | 42.71 hr | +34.7 | BK | Retention change |
| 308915 | Chloe Dempsey | Apple MacBook Air M2 | 2026-01-29 17:58 | 37.43 hr | +29.4 | TAG | Laptop will not boot |
| 309111 | Anne-Marie Cable | Lenovo ThinkPad T14 | 2026-07-27 13:40 | 23.86 hr | +15.9 | ML | Replacement keyboard |
| 308942 | Karen Taylor | HP ProBook 450 G6 | 2026-02-26 17:51 | 22.32 hr | +14.3 | SE | Restore request |
| 308999 | Aiden Higgins | Samsung Galaxy S23 | 2026-04-16 10:19 | 21.05 hr | +13.1 | TAG | Phishing report triage |
| 309100 | Phil Jenkins | Lenovo ThinkCentre M70q | 2026-07-15 10:45 | 19.13 hr | +11.1 | TAG | Toner replacement |
| 308952 | (Not recorded) | Dell OptiPlex 3050 | 2026-03-09 09:17 | 14.39 hr | +6.4 | KB | Report not generating |
| 308943 | Stacey Thomas | HP EliteBook 840 G9 | 2026-02-27 08:15 | 13.79 hr | +5.8 | AB | Site offline |
| 308982 | Phil Jenkins | HP ProBook 450 G6 | 2026-04-06 09:51 | 12.17 hr | +4.2 | ML | Name change request |
| 309067 | (Not recorded) | Samsung Galaxy S23 | 2026-06-11 14:17 | 11.81 hr | +3.8 | TAG | Suspicious sign-in review |
| 308886 | Kelly Gregory | Dell OptiPlex 7010 | 2026-01-07 15:00 | 10.72 hr | +2.7 | AB | Report not generating |
| 309003 | Aiden Higgins | Apple MacBook Air M2 | 2026-04-20 13:27 | 10.64 hr | +2.6 | SE | Application crash on launch |
| 309075 | Chloe Dempsey | Dell Latitude E7470 | 2026-06-18 17:57 | 10.55 hr | +2.5 | BK | Leaver process |
| 309131 | Chloe Dempsey | Samsung Galaxy S23 | 2026-08-14 08:48 | 10.45 hr | +2.5 | AB | New printer driver rollout |
| 309062 | Barry Ebbs | Dell Latitude 5440 | 2026-06-08 09:21 | 9.86 hr | +1.9 | KB | OneDrive sync conflict |
| 308889 | (Not recorded) | HP ProDesk 400 G7 | 2026-01-08 12:18 | 9.07 hr | +1.1 | ML | Suspicious sign-in review |
| 308882 | Barry Ebbs | Lenovo ThinkPad T14 | 2026-01-02 12:10 | 8.59 hr | +0.6 | KB | Laptop will not boot |
| 309095 | Rachael Parkin | Lenovo ThinkPad T14 | 2026-07-10 17:21 | 8.32 hr | +0.3 | ML | Endpoint alert investigation |
Recurring issues by call logger
Repeat patterns worth fixing at source
| Call logger | Recurring issue | Calls | Period |
|---|---|---|---|
| Barry Ebbs | Email / Microsoft 365 | 7 | 06 Jan 2026 – 18 Aug 2026 |
| Anne-Marie Cable | Monitoring / server / security | 7 | 24 Jan 2026 – 01 Jul 2026 |
| Kelly Gregory | Telephony | 6 | 22 Jan 2026 – 31 Jul 2026 |
| (Not recorded) | Email / Microsoft 365 | 5 | 12 Jan 2026 – 30 Jun 2026 |
| Barry Ebbs | Printing | 4 | 05 Jan 2026 – 21 Aug 2026 |
| Chloe Dempsey | Printing | 4 | 08 Jan 2026 – 14 Aug 2026 |
| Stacey Thomas | Email / Microsoft 365 | 4 | 14 Jan 2026 – 18 May 2026 |
| Karen Taylor | Telephony | 4 | 15 Jan 2026 – 17 Aug 2026 |
Recurring issues by machine
Equipment generating repeat calls
| Machine or system | Recurring issue | Calls | Period |
|---|---|---|---|
| Dell Latitude 5440 | Email / Microsoft 365 | 6 | 06 Jan 2026 – 28 Jul 2026 |
| Dell Latitude 5440 | User administration | 5 | 14 Jan 2026 – 25 Jun 2026 |
| Apple MacBook Air M2 | Line of business app | 5 | 24 Jan 2026 – 24 Jul 2026 |
| Dell Latitude 5440 | Telephony | 5 | 30 Jan 2026 – 29 Apr 2026 |
| Dell Latitude 5440 | Monitoring / server / security | 4 | 01 Jan 2026 – 06 Jul 2026 |
| Dell OptiPlex 7010 | Telephony | 4 | 22 Jan 2026 – 01 Jul 2026 |
| Dell Latitude 7420 | Email / Microsoft 365 | 4 | 17 Feb 2026 – 18 Aug 2026 |
| Dell Latitude 7420 | Line of business app | 4 | 01 Mar 2026 – 24 Jul 2026 |
SLA achievement trend
Percentage of eligible records responded to within target
Records
260 records match the current filters · showing the 150 most recent
Read-only from source
| Reference | Logged | Type | Summary | Priority | Status | Response | Resolution | SLA |
|---|---|---|---|---|---|---|---|---|
| WES654-100793 | 25 Aug 2026 | Incident | Scan to email failing Printing · AB · Remote | P2 | Resolved | 2.58 hr | 2.4 days | Met |
| WES654-100792 | 25 Aug 2026 | Service Request | Name change request User admin · AB · Head Office | P3 | Closed | 0.53 hr | 2.4 days | Met |
| WES654-100791 | 21 Aug 2026 | Service Request | New printer driver rollout Printing · KB · Remote | P4 | Closed | 1.00 hr | 1.3 days | Met |
| WES654-100790 | 21 Aug 2026 | Change · excluded | Mailbox delegation Email · TAG · Remote | P3 | Resolved | — | — | n/a |
| WES654-100789 | 20 Aug 2026 | Change · excluded | Docking station not detected Hardware · BK · Remote | P3 | Closed | — | — | n/a |
| WES654-100788 | 19 Aug 2026 | Incident | Message quarantined Email · BK · Head Office | P3 | Closed | 1.07 hr | 1.8 days | Met |
| WES654-100787 | 18 Aug 2026 | Service Request | Message quarantined Email · SE · Head Office | P3 | Closed | 1.41 hr | 1.4 days | Met |
| WES654-100786 | 17 Aug 2026 | Incident | Call quality issue Telephony · ML · Branch | P3 | Closed | 1.46 hr | 3.8 hr | Met |
| WES654-100785 | 14 Aug 2026 | Incident | New printer driver rollout Printing · AB · Branch | P3 | Resolved | 10.45 hr | 2.2 days | Missed |
| WES654-100784 | 13 Aug 2026 | Project · excluded | Database timeout Line of business app · ML · Head Office | P3 | Open | — | — | n/a |
| WES654-100783 | 13 Aug 2026 | Incident | Mailbox delegation Email · KB · Branch | P3 | Closed | 1.12 hr | 1.7 days | Met |
| WES654-100782 | 12 Aug 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Closed | 0.80 hr | 23.0 hr | Met |
| WES654-100781 | 11 Aug 2026 | Service Request | Phishing report triage Security · BK · Head Office | P3 | Resolved | 5.64 hr | 1.0 days | Met |
| WES654-100780 | 10 Aug 2026 | Incident | Screen flickering Hardware · KB · Remote | P4 | Closed | — | — | n/a |
| WES654-100779 | 10 Aug 2026 | Incident | Backup capacity review Backup · SE · Remote | P3 | Resolved | 0.12 hr | 1.7 days | Met |
| WES654-100778 | 07 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Remote | P4 | Closed | 6.58 hr | 2.3 days | Met |
| WES654-100777 | 07 Aug 2026 | Incident | Phishing report triage Security · SE · Head Office | P3 | Closed | 2.10 hr | 3.2 hr | Met |
| WES654-100776 | 06 Aug 2026 | Service Request | Replacement keyboard Hardware · KB · Head Office | P4 | Closed | — | — | n/a |
| WES654-100775 | 05 Aug 2026 | Incident | Retention change Backup · BK · Head Office | P3 | Resolved | 1.99 hr | 1.4 days | Met |
| WES654-100774 | 05 Aug 2026 | Incident | Scan to email failing Printing · TAG · Head Office | P3 | Closed | 0.53 hr | 1.8 days | Met |
| WES654-100773 | 04 Aug 2026 | Change · excluded | SharePoint permission request Microsoft 365 · KB · Head Office | P4 | Closed | — | — | n/a |
| WES654-100772 | 03 Aug 2026 | Service Request | MFA reset Security · BK · Head Office | P3 | Closed | 1.08 hr | 1.8 days | Met |
| WES654-100771 | 31 Jul 2026 | Incident | New extension setup Telephony · SE · Branch | P3 | Closed | 3.16 hr | 16.4 hr | Met |
| WES654-100770 | 31 Jul 2026 | Service Request | SharePoint permission request Microsoft 365 · KB · Remote | P3 | Resolved | 1.41 hr | 2.0 days | Met |
| WES654-100769 | 30 Jul 2026 | Incident · excluded | Restore request Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| WES654-100768 | 30 Jul 2026 | Change | New printer driver rollout Printing · TAG · Remote | P3 | Closed | 0.60 hr | 12.5 hr | Met |
| WES654-100767 | 29 Jul 2026 | Quote · excluded | OneDrive sync conflict Microsoft 365 · KB · Remote | P3 | In Progress | — | — | n/a |
| WES654-100766 | 28 Jul 2026 | Change | Teams sign-in loop Microsoft 365 · AB · Remote | P1 | Closed | 1.09 hr | 17.6 hr | Met |
| WES654-100765 | 27 Jul 2026 | Incident | Replacement keyboard Hardware · ML · Head Office | P3 | Resolved | 23.86 hr | 1.9 days | Missed |
| WES654-100764 | 24 Jul 2026 | Change | Report not generating Line of business app · SE · Head Office | P4 | Closed | 6.85 hr | 0.4 hr | Met |
| WES654-100763 | 24 Jul 2026 | Service Request | Licence renewal Line of business app · BK · Head Office | P3 | Closed | 0.40 hr | 1.6 days | Met |
| WES654-100762 | 23 Jul 2026 | Incident · excluded | Teams sign-in loop Microsoft 365 · ML · Head Office | P2 | Resolved | — | — | n/a |
| WES654-100761 | 23 Jul 2026 | Quote · excluded | Restore request Backup · TAG · Head Office | P3 | In Progress | — | — | n/a |
| WES654-100760 | 21 Jul 2026 | Service Request | Laptop will not boot Hardware · TAG · Remote | P4 | Resolved | 1.02 hr | 1.4 days | Met |
| WES654-100759 | 21 Jul 2026 | Service Request · excluded | Suspicious sign-in review Security · KB · Remote | P4 | Closed | — | — | n/a |
| WES654-100758 | 20 Jul 2026 | Change | Phishing report triage Security · KB · Remote | P3 | Resolved | 0.06 hr | 2.2 days | Met |
| WES654-100757 | 17 Jul 2026 | Incident | Message quarantined Email · KB · Head Office | P1 | Closed | 0.81 hr | 13.0 hr | Met |
| WES654-100756 | 16 Jul 2026 | Planned Install · excluded | Licence renewal Line of business app · KB · Branch | P3 | Open | — | — | n/a |
| WES654-100755 | 16 Jul 2026 | Service Request | Toner replacement Printing · SE · Branch | P4 | Closed | 0.10 hr | 7.0 hr | Met |
| WES654-100754 | 15 Jul 2026 | Incident | Toner replacement Printing · TAG · Head Office | P3 | Resolved | 19.13 hr | 13.5 hr | Missed |
| WES654-100753 | 15 Jul 2026 | Incident · excluded | Database timeout Line of business app · KB · Site 2 | P4 | Closed | — | — | n/a |
| WES654-100752 | 14 Jul 2026 | Incident | Restore request Backup · ML · Remote | P3 | Closed | 3.68 hr | 23.7 hr | Met |
| WES654-100751 | 14 Jul 2026 | Incident | Report not generating Line of business app · AB · Branch | P4 | Resolved | 1.18 hr | 5.8 hr | Met |
| WES654-100750 | 13 Jul 2026 | Quote · excluded | Message quarantined Email · KB · Remote | P3 | Closed | — | — | n/a |
| WES654-100749 | 10 Jul 2026 | Incident | Endpoint alert investigation Security · ML · Remote | P4 | Resolved | 8.32 hr | 1.3 days | Missed |
| WES654-100748 | 09 Jul 2026 | Service Request · excluded | Spoofed email reported Email · SE · Branch | P4 | Resolved | — | — | n/a |
| WES654-100747 | 08 Jul 2026 | Service Request | New starter setup User admin · AB · Remote | P3 | Resolved | 1.04 hr | 22.8 hr | Met |
| WES654-100746 | 07 Jul 2026 | Incident | Name change request User admin · AB · Remote | P3 | Closed | 0.57 hr | 16.6 hr | Met |
| WES654-100745 | 07 Jul 2026 | Service Request · excluded | Database timeout Line of business app · TAG · Head Office | P4 | Resolved | — | — | n/a |
| WES654-100744 | 06 Jul 2026 | Incident | Phishing report triage Security · AB · Site 2 | P3 | Closed | 0.21 hr | 2.2 days | Met |
| WES654-100743 | 03 Jul 2026 | Service Request | Wi-Fi dropouts in warehouse Network · BK · Head Office | P3 | Closed | 5.26 hr | 2.0 days | Met |
| WES654-100742 | 02 Jul 2026 | Incident | Suspicious sign-in review Security · TAG · Branch | P3 | Closed | 0.52 hr | 1.6 hr | Met |
| WES654-100741 | 01 Jul 2026 | Incident | MFA reset Security · SE · Head Office | P2 | Resolved | 0.71 hr | 1.7 days | Met |
| WES654-100740 | 01 Jul 2026 | Incident | Voicemail not delivering Telephony · TAG · Head Office | P4 | Closed | 0.17 hr | 2.2 days | Met |
| WES654-100739 | 30 Jun 2026 | Incident | Replacement keyboard Hardware · AB · Branch | P4 | Resolved | 1.40 hr | 1.4 days | Met |
| WES654-100738 | 30 Jun 2026 | Incident | Spoofed email reported Email · AB · Head Office | P3 | Closed | 5.68 hr | 1.3 days | Met |
| WES654-100737 | 29 Jun 2026 | Incident | Name change request User admin · AB · Head Office | P3 | Closed | 0.16 hr | 6.2 hr | Met |
| WES654-100736 | 26 Jun 2026 | Service Request | Endpoint alert investigation Security · TAG · Head Office | P2 | Closed | 3.67 hr | 7.4 hr | Met |
| WES654-100735 | 26 Jun 2026 | Change | Restore request Backup · BK · Remote | P4 | Resolved | 5.93 hr | 1.1 days | Met |
| WES654-100734 | 25 Jun 2026 | Quote · excluded | Slow VPN Network · AB · Branch | P3 | Closed | — | — | n/a |
| WES654-100733 | 25 Jun 2026 | Incident | Permission change User admin · SE · Head Office | P3 | Closed | 0.22 hr | 1.3 days | Met |
| WES654-100732 | 24 Jun 2026 | Incident | Switch port fault Network · AB · Head Office | P4 | Resolved | 5.23 hr | 1.2 days | Met |
| WES654-100731 | 22 Jun 2026 | Quote · excluded | Endpoint alert investigation Security · KB · Branch | P3 | Closed | — | — | n/a |
| WES654-100730 | 22 Jun 2026 | Change | Distribution list change Email · KB · Head Office | P4 | Resolved | 0.83 hr | 1.6 days | Met |
| WES654-100729 | 18 Jun 2026 | Incident | Leaver process User admin · BK · Branch | P3 | Resolved | 10.55 hr | 1.3 days | Missed |
| WES654-100728 | 18 Jun 2026 | Incident | Slow VPN Network · TAG · Head Office | P2 | Resolved | 1.28 hr | 2.3 days | Met |
| WES654-100727 | 17 Jun 2026 | Incident | Call quality issue Telephony · BK · Remote | P4 | Closed | 0.66 hr | 1.8 days | Met |
| WES654-100726 | 16 Jun 2026 | Quote · excluded | Toner replacement Printing · AB · Head Office | P3 | Closed | — | — | n/a |
| WES654-100725 | 16 Jun 2026 | Service Request · excluded | SharePoint permission request Microsoft 365 · ML · Branch | P4 | Closed | — | — | n/a |
| WES654-100724 | 15 Jun 2026 | Incident | Licence renewal Line of business app · BK · Remote | P3 | Closed | 0.16 hr | 2.5 days | Met |
| WES654-100723 | 12 Jun 2026 | Quote · excluded | Switch port fault Network · BK · Branch | P3 | Resolved | — | — | n/a |
| WES654-100722 | 11 Jun 2026 | Service Request | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Closed | 1.47 hr | 1.1 days | Met |
| WES654-100721 | 11 Jun 2026 | Change | Suspicious sign-in review Security · TAG · Head Office | P3 | Closed | 11.81 hr | 7.6 hr | Missed |
| WES654-100720 | 10 Jun 2026 | Change | Handset registration Telephony · TAG · Head Office | P2 | Closed | 0.98 hr | 1.9 days | Met |
| WES654-100719 | 10 Jun 2026 | Incident | MFA reset Security · TAG · Remote | P3 | Closed | 1.08 hr | 2.4 days | Met |
| WES654-100718 | 09 Jun 2026 | Service Request | Call quality issue Telephony · BK · Branch | P3 | Closed | 2.01 hr | 1.4 days | Met |
| WES654-100717 | 08 Jun 2026 | Incident | New extension setup Telephony · TAG · Branch | P4 | Closed | 3.49 hr | 1.5 days | Met |
| WES654-100716 | 08 Jun 2026 | Service Request | OneDrive sync conflict Microsoft 365 · KB · Head Office | P3 | Resolved | 9.86 hr | 10.4 hr | Missed |
| WES654-100715 | 04 Jun 2026 | Change | Spoofed email reported Email · SE · Site 2 | P4 | Closed | 3.22 hr | 23.6 hr | Met |
| WES654-100714 | 03 Jun 2026 | Service Request | Switch port fault Network · ML · Head Office | P4 | Resolved | 4.20 hr | 1.4 days | Met |
| WES654-100713 | 03 Jun 2026 | Service Request · excluded | Call quality issue Telephony · ML · Branch | P4 | Resolved | — | — | n/a |
| WES654-100712 | 02 Jun 2026 | Change · excluded | Retention change Backup · BK · Branch | P3 | Closed | — | — | n/a |
| WES654-100711 | 29 May 2026 | Incident | Replacement keyboard Hardware · SE · Head Office | P3 | Resolved | 2.22 hr | 2.2 days | Met |
| WES654-100710 | 29 May 2026 | Service Request | Backup capacity review Backup · AB · Head Office | P3 | Closed | 0.19 hr | 13.2 hr | Met |
| WES654-100709 | 28 May 2026 | Service Request | Outlook not syncing Microsoft 365 · SE · Branch | P4 | Resolved | 0.42 hr | 21.9 hr | Met |
| WES654-100708 | 27 May 2026 | Incident · excluded | Permission change User admin · SE · Remote | P3 | Closed | — | — | n/a |
| WES654-100707 | 26 May 2026 | Incident | Spoofed email reported Email · BK · Head Office | P4 | Resolved | 0.99 hr | 2.0 days | Met |
| WES654-100706 | 25 May 2026 | Incident · excluded | Switch port fault Network · SE · Branch | P3 | Closed | — | — | n/a |
| WES654-100705 | 25 May 2026 | Service Request | Slow VPN Network · BK · Site 2 | P3 | Resolved | 0.31 hr | 1.2 days | Met |
| WES654-100704 | 25 May 2026 | Incident | Screen flickering Hardware · KB · Branch | P3 | Closed | 0.69 hr | 1.1 days | Met |
| WES654-100703 | 22 May 2026 | Incident | Site offline Network · SE · Head Office | P4 | Closed | 0.96 hr | 1.7 days | Met |
| WES654-100702 | 21 May 2026 | Service Request · excluded | Report not generating Line of business app · BK · Remote | P3 | Closed | — | — | n/a |
| WES654-100701 | 21 May 2026 | Service Request | Slow VPN Network · TAG · Head Office | P3 | Closed | 2.82 hr | 1.8 days | Met |
| WES654-100700 | 21 May 2026 | Incident | MFA reset Security · BK · Remote | P3 | Closed | 1.30 hr | 13.6 hr | Met |
| WES654-100699 | 19 May 2026 | Service Request | New extension setup Telephony · SE · Head Office | P3 | Closed | 1.26 hr | 1.2 hr | Met |
| WES654-100698 | 19 May 2026 | Quote · excluded | Outlook not syncing Microsoft 365 · TAG · Branch | P4 | Resolved | — | — | n/a |
| WES654-100697 | 19 May 2026 | Incident | New printer driver rollout Printing · TAG · Remote | P1 | Resolved | 4.14 hr | 0.7 hr | Met |
| WES654-100696 | 18 May 2026 | Service Request | Endpoint alert investigation Security · SE · Head Office | P4 | Closed | 4.95 hr | 22.4 hr | Met |
| WES654-100695 | 18 May 2026 | Service Request | Mailbox delegation Email · KB · Branch | P3 | Resolved | 0.83 hr | 8.4 hr | Met |
| WES654-100694 | 18 May 2026 | Incident | New extension setup Telephony · TAG · Head Office | P2 | Resolved | 0.06 hr | 2.1 days | Met |
| WES654-100693 | 15 May 2026 | Incident | Toner replacement Printing · BK · Head Office | P3 | Resolved | 1.08 hr | 19.9 hr | Met |
| WES654-100692 | 15 May 2026 | Service Request | Backup capacity review Backup · ML · Head Office | P4 | Resolved | 1.36 hr | 1.2 days | Met |
| WES654-100691 | 14 May 2026 | Incident | Distribution list change Email · KB · Head Office | P3 | Closed | 0.93 hr | 2.4 days | Met |
| WES654-100690 | 14 May 2026 | Incident | Leaver process User admin · BK · Head Office | P3 | Closed | 2.25 hr | 13.7 hr | Met |
| WES654-100689 | 13 May 2026 | Change | SharePoint permission request Microsoft 365 · TAG · Head Office | P4 | Resolved | 0.20 hr | 3.5 hr | Met |
| WES654-100688 | 13 May 2026 | Quote · excluded | Phishing report triage Security · TAG · Head Office | P2 | Closed | — | — | n/a |
| WES654-100687 | 12 May 2026 | Incident · excluded | Name change request User admin · SE · Remote | P4 | Resolved | — | — | n/a |
| WES654-100686 | 12 May 2026 | Service Request | Printer offline Printing · BK · Head Office | P4 | Closed | 3.24 hr | 2.2 days | Met |
| WES654-100685 | 12 May 2026 | Planned Install · excluded | Endpoint alert investigation Security · KB · Head Office | P3 | Closed | — | — | n/a |
| WES654-100684 | 11 May 2026 | Incident · excluded | Docking station not detected Hardware · ML · Head Office | P3 | Closed | — | — | n/a |
| WES654-100683 | 08 May 2026 | Incident | New extension setup Telephony · TAG · Site 2 | P3 | Closed | 1.01 hr | 1.4 days | Met |
| WES654-100682 | 07 May 2026 | Change | Replacement keyboard Hardware · TAG · Head Office | P4 | Closed | 0.08 hr | 2.1 days | Met |
| WES654-100681 | 06 May 2026 | Incident | Laptop will not boot Hardware · SE · Head Office | P3 | Resolved | 0.65 hr | 1.7 days | Met |
| WES654-100680 | 06 May 2026 | Project · excluded | Voicemail not delivering Telephony · SE · Remote | P3 | Resolved | — | — | n/a |
| WES654-100679 | 05 May 2026 | Service Request | Spoofed email reported Email · KB · Branch | P3 | Resolved | 5.60 hr | 2.2 days | Met |
| WES654-100678 | 05 May 2026 | Incident · excluded | Name change request User admin · BK · Branch | P4 | Resolved | — | — | n/a |
| WES654-100677 | 04 May 2026 | Incident | Outlook not syncing Microsoft 365 · ML · Head Office | P3 | Resolved | 1.04 hr | 2.2 days | Met |
| WES654-100676 | 04 May 2026 | Service Request | Retention change Backup · BK · Head Office | P3 | Closed | 1.09 hr | 2.0 days | Met |
| WES654-100675 | 04 May 2026 | Incident | New extension setup Telephony · KB · Head Office | P2 | Resolved | 1.09 hr | 22.6 hr | Met |
| WES654-100674 | 01 May 2026 | Incident | SharePoint permission request Microsoft 365 · ML · Branch | P3 | Resolved | 1.17 hr | 1.9 days | Met |
| WES654-100673 | 01 May 2026 | Service Request | Spoofed email reported Email · ML · Branch | P4 | Closed | 0.18 hr | 17.1 hr | Met |
| WES654-100672 | 30 Apr 2026 | Service Request | Endpoint alert investigation Security · ML · Head Office | P3 | Closed | 0.82 hr | 19.2 hr | Met |
| WES654-100671 | 30 Apr 2026 | Service Request | Phishing report triage Security · TAG · Head Office | P2 | Resolved | 0.61 hr | 6.8 hr | Met |
| WES654-100670 | 29 Apr 2026 | Incident | Licence renewal Line of business app · ML · Branch | P3 | Resolved | 1.49 hr | 4.9 hr | Met |
| WES654-100669 | 29 Apr 2026 | Service Request | Handset registration Telephony · BK · Head Office | P3 | Resolved | 1.06 hr | 1.4 days | Met |
| WES654-100668 | 28 Apr 2026 | Quote · excluded | Phishing report triage Security · ML · Remote | P3 | Resolved | — | — | n/a |
| WES654-100667 | 27 Apr 2026 | Project · excluded | Endpoint alert investigation Security · TAG · Head Office | P3 | Resolved | — | — | n/a |
| WES654-100666 | 27 Apr 2026 | Service Request | New extension setup Telephony · ML · Site 2 | P1 | Closed | 2.07 hr | 14.0 hr | Met |
| WES654-100665 | 24 Apr 2026 | Incident · excluded | Wi-Fi dropouts in warehouse Network · TAG · Head Office | P4 | Closed | — | — | n/a |
| WES654-100664 | 23 Apr 2026 | Quote · excluded | Spoofed email reported Email · TAG · Remote | P3 | Resolved | — | — | n/a |
| WES654-100663 | 22 Apr 2026 | Service Request | Name change request User admin · KB · Branch | P2 | Closed | 1.39 hr | 1.5 days | Met |
| WES654-100662 | 22 Apr 2026 | Incident | Outlook not syncing Microsoft 365 · TAG · Head Office | P4 | Resolved | 2.70 hr | 3.9 hr | Met |
| WES654-100661 | 22 Apr 2026 | Service Request | New starter setup User admin · TAG · Head Office | P3 | Closed | 2.35 hr | 5.0 hr | Met |
| WES654-100660 | 21 Apr 2026 | Quote · excluded | Permission change User admin · TAG · Head Office | P3 | Closed | — | — | n/a |
| WES654-100659 | 21 Apr 2026 | Incident · excluded | Backup job failed Backup · SE · Head Office | P3 | Resolved | — | — | n/a |
| WES654-100658 | 20 Apr 2026 | Incident | Name change request User admin · TAG · Head Office | P4 | Closed | 0.58 hr | 9.7 hr | Met |
| WES654-100657 | 20 Apr 2026 | Change | Application crash on launch Line of business app · SE · Remote | P3 | Closed | 10.64 hr | 2.0 days | Missed |
| WES654-100656 | 17 Apr 2026 | Service Request | Voicemail not delivering Telephony · AB · Branch | P3 | Closed | 3.77 hr | 2.4 days | Met |
| WES654-100655 | 17 Apr 2026 | Incident | Name change request User admin · SE · Head Office | P3 | Resolved | 3.36 hr | 2.4 days | Met |
| WES654-100654 | 16 Apr 2026 | Project · excluded | Backup job failed Backup · BK · Branch | P4 | Resolved | — | — | n/a |
| WES654-100653 | 16 Apr 2026 | Incident | Phishing report triage Security · TAG · Remote | P1 | Closed | 21.05 hr | 4.4 hr | Missed |
| WES654-100652 | 15 Apr 2026 | Change · excluded | Backup job failed Backup · TAG · Head Office | P3 | Closed | — | — | n/a |
| WES654-100651 | 14 Apr 2026 | Change | Outlook not syncing Microsoft 365 · TAG · Site 2 | P4 | Resolved | 1.29 hr | 1.3 days | Met |
| WES654-100650 | 14 Apr 2026 | Incident | New extension setup Telephony · TAG · Head Office | P3 | Resolved | 0.74 hr | 21.8 hr | Met |
| WES654-100649 | 13 Apr 2026 | Service Request | Message quarantined Email · SE · Branch | P2 | Resolved | 4.17 hr | 1.3 days | Met |
| WES654-100648 | 13 Apr 2026 | Change | Spoofed email reported Email · AB · Remote | P4 | Resolved | 1.11 hr | 2.8 hr | Met |
| WES654-100647 | 11 Apr 2026 | Service Request | MFA reset Security · AB · Head Office | P4 | Closed | 0.26 hr | 1.2 days | Met |
| WES654-100646 | 11 Apr 2026 | Service Request · excluded | Teams sign-in loop Microsoft 365 · KB · Head Office | P2 | Resolved | — | — | n/a |
| WES654-100645 | 11 Apr 2026 | Service Request | Switch port fault Network · ML · Branch | P3 | Resolved | 1.67 hr | 1.3 days | Met |
| WES654-100644 | 10 Apr 2026 | Quote · excluded | Toner replacement Printing · AB · Head Office | P4 | 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.