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Westmoor Travel Ltd

WES722ActiveProject only

westmoortravel.co.uk · Travel · Account manager Ellie Marsh

Microsoft 365Healthy3 days agoSupport & assets (SQL)Healthy21 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. 2 records in this selection sit outside that — quotes, projects and planned installs, plus 1 call billed time and materials. They stay visible for volume context.

Service performance

20 eligible records in this year
Average first response
10.1 hr
Target 8 hours from logged to responded
Average resolution
1.0 days
Open records excluded from the average
SLA achievement
85.0%
3 call(s) over the 8-hour target
First-time fix
80.0%
Where the source records the field

Volume

Contract calls
20
22 calls logged in the period
Off contract
1
£270 chargeable
Open / closed
0 / 22
Across the selected period
Data-quality gaps
0
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
  • Backup4
  • Security2
  • Printing2
  • Microsoft 3652
  • Line of business app1

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
20262010.08 hr85.0%32

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
Karen Taylor43.99 hr100%0
Anne-Marie Cable43.24 hr100%0
(Not recorded)345.67 hr67%1
Kelly Gregory31.08 hr100%0
Phil Jenkins29.94 hr0%2
Julie Herbert17.14 hr100%0
Daniel Blacker12.20 hr100%0
Aiden Higgins12.56 hr100%0
Barry Ebbs10.76 hr100%0

3 contract calls missed the 8-hour target

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

Longest 121.1 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
302169(Not recorded)Dell Latitude 54402026-04-07 09:03129.06 hr+121.1KBToner replacement
302168Phil JenkinsApple MacBook Pro 142026-04-06 11:4611.41 hr+3.4SEBackup job failed
302179Phil JenkinsDell Latitude E74702026-08-11 15:428.46 hr+0.5BKNew starter setup

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
WES722-10006724 Aug 2026IncidentSite offline
Network · AB · Site 2
P4Resolved1.27 hr4.9 hrMet
WES722-10006611 Aug 2026IncidentNew starter setup
User admin · BK · Head Office
P2Closed8.46 hr1.5 daysMissed
WES722-10006505 Aug 2026ChangePermission change
User admin · BK · Head Office
P3Closed0.50 hr1.9 daysMet
WES722-10006429 Jul 2026IncidentMailbox delegation
Email · TAG · Remote
P3Closed2.04 hr9.6 hrMet
WES722-10006325 Jun 2026Service RequestHandset registration
Telephony · ML · Head Office
P3Closed1.47 hr1.5 daysMet
WES722-10006227 May 2026Service RequestLeaver process
User admin · AB · Head Office
P3Closed4.77 hr22.1 hrMet
WES722-10006122 May 2026ChangeBackup capacity review
Backup · BK · Head Office
P3Closed0.49 hr1.0 daysMet
WES722-10006012 May 2026Service RequestLeaver process
User admin · BK · Remote
P4Closed3.34 hr3.9 hrMet
WES722-10005930 Apr 2026IncidentReplacement keyboard
Hardware · ML · Head Office
P2Closed5.91 hr18.3 hrMet
WES722-10005829 Apr 2026Service RequestRetention change
Backup · SE · Site 2
P2Closed0.76 hr1.2 daysMet
WES722-10005727 Apr 2026ChangeOneDrive sync conflict
Microsoft 365 · BK · Remote
P3Resolved4.35 hr1.0 daysMet
WES722-10005607 Apr 2026IncidentToner replacement
Printing · KB · Head Office
P3Closed129.06 hr1.9 daysMissed
WES722-10005506 Apr 2026IncidentBackup job failed
Backup · SE · Head Office
P4Closed11.41 hr8.9 hrMissed
WES722-10005427 Mar 2026Service RequestRestore request
Backup · SE · Head Office
P2Resolved5.33 hr1.2 daysMet
WES722-10005316 Mar 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P4Resolved5.35 hr6.8 hrMet
WES722-10005205 Mar 2026ChangeMFA reset
Security · SE · Head Office
P3Closed2.56 hr1.8 daysMet
WES722-10005104 Mar 2026Service RequestNew printer driver rollout
Printing · KB · Head Office
P3Closed2.20 hr15.4 hrMet
WES722-10005023 Feb 2026IncidentPermission change
User admin · AB · Site 2
P4Resolved0.13 hr1.1 daysMet
WES722-10004918 Feb 2026IncidentPhishing report triage
Security · TAG · Site 2
P3Resolved7.14 hr1.7 daysMet
WES722-10004804 Feb 2026Incident · excludedSite offline
Network · ML · Head Office
P3Resolved——n/a
WES722-10004702 Feb 2026Quote · excludedLeaver process
User admin · TAG · Remote
P3Resolved——n/a
WES722-10004619 Jan 2026Service RequestLicence renewal
Line of business app · TAG · Head Office
P4Resolved5.14 hr20.2 hrMet
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.