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Yarrow Retail LLP

YAR766ActiveProject only

yarrowretail.co.uk · Retail · Account manager Dan Okafor

Microsoft 365Healthy3 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. 6 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

15 eligible records in this year
Average first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
78.6%
3 call(s) over the 8-hour target
First-time fix
57.1%
Where the source records the field

Volume

Contract calls
15
21 calls logged in the period
Off contract
1
£678.75 chargeable
Open / closed
1 / 20
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

15
records
  • Email3
  • Line of business app3
  • Telephony2
  • Backup2
  • Network1
  • Security1

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026154.74 hr78.6%36

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 Taylor44.34 hr75%1
Damian Armstrong20.92 hr100%0
Stacey Thomas26.87 hr50%1
Kelly Gregory11.14 hr100%0
Julie Herbert10.68 hr100%0
Barry Ebbs10.20 hr100%0
Rachael Parkin11.88 hr100%0
Daniel Blacker129.27 hr0%1
Anne-Marie Cable10.23 hr100%0
Phil Jenkins1——0

3 contract calls missed the 8-hour target

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

Longest 21.3 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307270Daniel BlackerDell Latitude E74702026-06-10 15:0029.27 hr+21.3TAGDistribution list change
307268Karen TaylorLenovo ThinkPad T142026-05-21 16:4310.97 hr+3.0TAGSuspicious sign-in review
307265Stacey ThomasFortinet FortiGate 60F2026-04-14 08:019.96 hr+2.0ABRestore request

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

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
YAR766-10008221 Aug 2026IncidentNew starter setup
User admin · BK · Head Office
P3Closed3.77 hr1.2 daysMet
YAR766-10008120 Aug 2026Service RequestScreen flickering
Hardware · BK · Head Office
P3In Progress——n/a
YAR766-10008024 Jul 2026IncidentRestore request
Backup · AB · Head Office
P2Closed0.57 hr1.1 daysMet
YAR766-10007923 Jul 2026ChangeNew printer driver rollout
Printing · SE · Head Office
P3Closed0.32 hr2.1 daysMet
YAR766-10007801 Jul 2026Quote · excludedEndpoint alert investigation
Security · ML · Head Office
P3Closed——n/a
YAR766-10007725 Jun 2026Service RequestDatabase timeout
Line of business app · BK · Head Office
P3Resolved0.23 hr1.3 daysMet
YAR766-10007610 Jun 2026IncidentDistribution list change
Email · TAG · Head Office
P3Resolved29.27 hr1.0 daysMissed
YAR766-10007528 May 2026Project · excludedMessage quarantined
Email · KB · Head Office
P3Closed——n/a
YAR766-10007421 May 2026IncidentSuspicious sign-in review
Security · TAG · Remote
P2Closed10.97 hr2.0 daysMissed
YAR766-10007319 May 2026IncidentSpoofed email reported
Email · KB · Head Office
P3Resolved0.75 hr14.7 hrMet
YAR766-10007220 Apr 2026Planned Install · excludedRetention change
Backup · KB · Head Office
P4Closed——n/a
YAR766-10007114 Apr 2026IncidentRestore request
Backup · AB · Remote
P4Closed9.96 hr8.8 hrMissed
YAR766-10007006 Apr 2026IncidentApplication crash on launch
Line of business app · AB · Branch
P1Resolved1.88 hr17.7 hrMet
YAR766-10006925 Mar 2026Quote · excludedLeaver process
User admin · TAG · Remote
P3Closed——n/a
YAR766-10006823 Mar 2026Service RequestSlow VPN
Network · SE · Head Office
P4Resolved5.49 hr2.2 daysMet
YAR766-10006713 Mar 2026Service RequestVoicemail not delivering
Telephony · ML · Head Office
P1Closed0.20 hr0.3 hrMet
YAR766-10006606 Feb 2026Service RequestCall quality issue
Telephony · AB · Head Office
P3Closed0.68 hr1.7 daysMet
YAR766-10006528 Jan 2026Project · excludedMailbox delegation
Email · SE · Remote
P3Closed——n/a
YAR766-10006420 Jan 2026Service RequestLicence renewal
Line of business app · ML · Head Office
P3Closed1.09 hr1.4 daysMet
YAR766-10006312 Jan 2026IncidentDistribution list change
Email · KB · Head Office
P3Resolved1.14 hr14.9 hrMet
YAR766-10006206 Jan 2026Incident · excludedDatabase timeout
Line of business app · ML · Remote
P2Closed——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.