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Yeadon Retail Group

YEA825ActiveTime and materials

yeadonretail.co.uk · Retail · Account manager Ellie Marsh · Yeadon Holdings (site of 3)

Microsoft 365Healthy16 hr agoSupport & assets (SQL)Partial25 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. 19 records in this selection sit outside that — quotes, projects and planned installs, plus 7 calls billed time and materials. They stay visible for volume context.

Service performance

85 eligible records in this year
Average first response
5.1 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.9%
9 call(s) over the 8-hour target
First-time fix
63.1%
Where the source records the field

Volume

Contract calls
85
104 calls logged in the period
Off contract
7
£2,908.5 chargeable
Open / closed
2 / 102
Across the selected period
Data-quality gaps
4
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

85
records
  • Security13
  • User admin12
  • Microsoft 36510
  • Hardware8
  • Backup8
  • Telephony8

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026855.07 hr88.9%919

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
Kelly Gregory111.20 hr100%0
Stacey Thomas1017.38 hr80%2
Karen Taylor93.36 hr78%2
Daniel Blacker72.07 hr100%0
Phil Jenkins73.13 hr86%1
Damian Armstrong61.44 hr100%0
(Not recorded)68.39 hr83%1
Aiden Higgins61.68 hr100%0
Barry Ebbs55.50 hr75%1
Chloe Dempsey53.17 hr75%1
Rachael Parkin52.35 hr100%0
Julie Herbert42.29 hr100%0

9 contract calls missed the 8-hour target

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

Longest 129.6 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
307320Stacey ThomasHP ProBook 450 G62026-04-23 16:20137.58 hr+129.6SESwitch port fault
307285(Not recorded)Dell OptiPlex 30502026-01-26 09:4346.44 hr+38.4TAGNew starter setup
307339Anne-Marie CableSamsung Galaxy S232026-05-28 09:4332.83 hr+24.8SEScreen flickering
307369Stacey ThomasLenovo ThinkPad T142026-08-05 10:4614.79 hr+6.8MLCall quality issue
307362Chloe DempseyDell Latitude 54402026-07-15 09:2011.33 hr+3.3MLName change request
307286Barry EbbsHP EliteBook 840 G92026-01-27 10:5511.17 hr+3.2BKRestore request
307319Phil JenkinsLenovo ThinkPad T142026-04-22 17:2110.55 hr+2.5SEReplacement keyboard
307298Karen TaylorHP EliteBook 840 G92026-02-24 17:298.84 hr+0.8SERestore request
307380Karen TaylorLenovo ThinkPad T142026-08-24 15:268.59 hr+0.6KBPrinter offline

Recurring issues by call logger

Repeat patterns worth fixing at source

Recurring issues by the person logging calls
Call loggerRecurring issueCallsPeriod
Stacey ThomasTelephony430 Mar 2026 – 05 Aug 2026
Stacey ThomasMonitoring / server / security306 Jan 2026 – 09 Jun 2026
Kelly GregoryEmail / Microsoft 365319 Jan 2026 – 11 Jun 2026
Daniel BlackerEmail / Microsoft 365322 Jan 2026 – 14 Aug 2026
Kelly GregoryMonitoring / server / security328 Jan 2026 – 03 Jun 2026
Aiden HigginsEmail / Microsoft 365320 Mar 2026 – 12 Aug 2026

Recurring issues by machine

Equipment generating repeat calls

Recurring issues by machine
Machine or systemRecurring issueCallsPeriod
Dell Latitude 5440Monitoring / server / security628 Jan 2026 – 11 Aug 2026
Dell Latitude 5440User administration525 Feb 2026 – 15 Jul 2026
Dell Latitude 5440Email / Microsoft 365419 Jan 2026 – 08 Jul 2026
HP EliteBook 840 G9User administration330 Jan 2026 – 17 Aug 2026

SLA achievement trend

Percentage of eligible records responded to within target

Records

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

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
YEA825-10032124 Aug 2026IncidentPrinter offline
Printing · KB · Remote
P2Closed8.59 hr1.5 daysMissed
YEA825-10032021 Aug 2026Quote · excludedMailbox delegation
Email · SE · Branch
P4In Progress——n/a
YEA825-10031920 Aug 2026IncidentMFA reset
Security · AB · Branch
P3In Progress——n/a
YEA825-10031818 Aug 2026IncidentEndpoint alert investigation
Security · SE · Head Office
P3Resolved1.11 hr2.5 daysMet
YEA825-10031717 Aug 2026IncidentPermission change
User admin · ML · Head Office
P4Resolved0.59 hr15.7 hrMet
YEA825-10031614 Aug 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Branch
P4Closed5.83 hr2.2 daysMet
YEA825-10031512 Aug 2026Service RequestTeams sign-in loop
Microsoft 365 · AB · Head Office
P2Resolved0.22 hr2.0 daysMet
YEA825-10031411 Aug 2026IncidentSite offline
Network · AB · Head Office
P4Closed0.36 hr13.4 hrMet
YEA825-10031310 Aug 2026IncidentMessage quarantined
Email · SE · Branch
P2Closed0.76 hr22.4 hrMet
YEA825-10031207 Aug 2026IncidentNew printer driver rollout
Printing · KB · Head Office
P3Closed1.45 hr11.7 hrMet
YEA825-10031106 Aug 2026Service RequestMFA reset
Security · SE · Head Office
P3Closed——n/a
YEA825-10031005 Aug 2026IncidentCall quality issue
Telephony · ML · Head Office
P4Resolved14.79 hr2.2 daysMissed
YEA825-10030904 Aug 2026IncidentBackup capacity review
Backup · TAG · Head Office
P3Closed0.36 hr19.3 hrMet
YEA825-10030823 Jul 2026Quote · excludedCall quality issue
Telephony · SE · Head Office
P3Resolved——n/a
YEA825-10030722 Jul 2026Incident · excludedLicence renewal
Line of business app · BK · Branch
P2Closed——n/a
YEA825-10030621 Jul 2026Service RequestSwitch port fault
Network · SE · Branch
P3Resolved0.71 hr2.3 daysMet
YEA825-10030517 Jul 2026IncidentReport not generating
Line of business app · KB · Head Office
P3Resolved0.24 hr2.3 daysMet
YEA825-10030416 Jul 2026Service RequestLicence renewal
Line of business app · TAG · Head Office
P4Closed0.40 hr2.1 daysMet
YEA825-10030315 Jul 2026IncidentName change request
User admin · ML · Remote
P4Closed11.33 hr1.5 daysMissed
YEA825-10030214 Jul 2026ChangeDistribution list change
Email · TAG · Head Office
P2Closed4.32 hr0.3 hrMet
YEA825-10030111 Jul 2026Service RequestNew starter setup
User admin · ML · Branch
P3Closed1.52 hr11.3 hrMet
YEA825-10030010 Jul 2026Service RequestName change request
User admin · TAG · Head Office
P2Closed0.91 hr9.9 hrMet
YEA825-10029908 Jul 2026IncidentSpoofed email reported
Email · KB · Remote
P2Resolved1.05 hr1.2 daysMet
YEA825-10029807 Jul 2026IncidentScan to email failing
Printing · SE · Remote
P3Closed0.98 hr1.3 daysMet
YEA825-10029706 Jul 2026IncidentLicence renewal
Line of business app · ML · Head Office
P3Resolved4.50 hr2.2 daysMet
YEA825-10029602 Jul 2026IncidentReplacement keyboard
Hardware · BK · Head Office
P2Closed——n/a
YEA825-10029501 Jul 2026IncidentScan to email failing
Printing · TAG · Remote
P3Resolved5.09 hr1.1 daysMet
YEA825-10029426 Jun 2026Service RequestNew extension setup
Telephony · KB · Head Office
P3Resolved5.98 hr9.1 hrMet
YEA825-10029325 Jun 2026Service RequestToner replacement
Printing · KB · Remote
P2Resolved0.47 hr2.2 daysMet
YEA825-10029224 Jun 2026Incident · excludedLeaver process
User admin · TAG · Head Office
P2Closed——n/a
YEA825-10029117 Jun 2026Project · excludedName change request
User admin · AB · Branch
P2Closed——n/a
YEA825-10029012 Jun 2026Service RequestVoicemail not delivering
Telephony · BK · Head Office
P4Resolved0.85 hr2.5 daysMet
YEA825-10028911 Jun 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Head Office
P3Resolved0.70 hr1.4 daysMet
YEA825-10028809 Jun 2026IncidentMFA reset
Security · ML · Head Office
P4Resolved0.24 hr23.2 hrMet
YEA825-10028708 Jun 2026Incident · excludedRetention change
Backup · TAG · Head Office
P2Closed——n/a
YEA825-10028605 Jun 2026Service RequestMailbox delegation
Email · SE · Remote
P3Resolved1.24 hr23.1 hrMet
YEA825-10028504 Jun 2026Quote · excludedReport not generating
Line of business app · SE · Branch
P2Closed——n/a
YEA825-10028403 Jun 2026Service RequestEndpoint alert investigation
Security · KB · Branch
P4Closed1.25 hr2.1 daysMet
YEA825-10028301 Jun 2026Incident · excludedRestore request
Backup · AB · Site 2
P3Closed——n/a
YEA825-10028230 May 2026Incident · excludedOutlook not syncing
Microsoft 365 · AB · Head Office
P3Resolved——n/a
YEA825-10028129 May 2026IncidentNew starter setup
User admin · KB · Branch
P4Closed0.15 hr1.7 daysMet
YEA825-10028028 May 2026IncidentScreen flickering
Hardware · SE · Head Office
P3Resolved32.83 hr2.2 hrMissed
YEA825-10027927 May 2026IncidentMFA reset
Security · AB · Head Office
P3Closed0.08 hr1.9 daysMet
YEA825-10027825 May 2026IncidentSwitch port fault
Network · SE · Site 2
P2Closed2.43 hr1.4 daysMet
YEA825-10027721 May 2026Service RequestMFA reset
Security · SE · Remote
P3Resolved0.50 hr23.4 hrMet
YEA825-10027619 May 2026IncidentMFA reset
Security · TAG · Head Office
P4Closed1.36 hr2.0 daysMet
YEA825-10027518 May 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed0.28 hr11.3 hrMet
YEA825-10027415 May 2026ChangeApplication crash on launch
Line of business app · KB · Remote
P3Closed1.64 hr1.1 daysMet
YEA825-10027314 May 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Head Office
P3Closed2.13 hr1.3 daysMet
YEA825-10027212 May 2026Service RequestCall quality issue
Telephony · SE · Head Office
P4Closed2.09 hr2.4 hrMet
YEA825-10027111 May 2026Service RequestSuspicious sign-in review
Security · ML · Head Office
P3Closed0.84 hr1.2 daysMet
YEA825-10027008 May 2026IncidentNew extension setup
Telephony · KB · Remote
P4Closed0.76 hr23.4 hrMet
YEA825-10026906 May 2026IncidentOneDrive sync conflict
Microsoft 365 · ML · Branch
P3Resolved6.27 hr1.9 daysMet
YEA825-10026802 May 2026IncidentRetention change
Backup · SE · Head Office
P3Closed0.38 hr0.3 hrMet
YEA825-10026701 May 2026IncidentDatabase timeout
Line of business app · TAG · Remote
P3Closed0.28 hr2.4 daysMet
YEA825-10026630 Apr 2026Incident · excludedLaptop will not boot
Hardware · BK · Head Office
P2Resolved——n/a
YEA825-10026529 Apr 2026Service RequestToner replacement
Printing · AB · Head Office
P1Closed1.33 hr4.7 hrMet
YEA825-10026428 Apr 2026IncidentPermission change
User admin · AB · Head Office
P4Resolved1.40 hr11.7 hrMet
YEA825-10026327 Apr 2026Quote · excludedSite offline
Network · ML · Head Office
P2Resolved——n/a
YEA825-10026224 Apr 2026Quote · excludedCall quality issue
Telephony · AB · Remote
P3Resolved——n/a
YEA825-10026123 Apr 2026IncidentSwitch port fault
Network · SE · Remote
P4Resolved137.58 hr1.5 daysMissed
YEA825-10026022 Apr 2026Service RequestReplacement keyboard
Hardware · SE · Head Office
P3Closed10.55 hr2.0 daysMissed
YEA825-10025920 Apr 2026ChangeBackup capacity review
Backup · KB · Branch
P3Closed1.33 hr1.5 daysMet
YEA825-10025817 Apr 2026Service RequestPermission change
User admin · KB · Head Office
P3Closed1.34 hr13.5 hrMet
YEA825-10025714 Apr 2026Planned Install · excludedSwitch port fault
Network · ML · Site 2
P3Closed——n/a
YEA825-10025613 Apr 2026IncidentSharePoint permission request
Microsoft 365 · AB · Head Office
P2Resolved4.99 hr1.1 daysMet
YEA825-10025510 Apr 2026IncidentApplication crash on launch
Line of business app · BK · Head Office
P3Closed0.34 hr1.9 daysMet
YEA825-10025409 Apr 2026IncidentSlow VPN
Network · TAG · Head Office
P3Closed0.16 hr1.9 daysMet
YEA825-10025307 Apr 2026Service RequestEndpoint alert investigation
Security · TAG · Branch
P3Closed1.59 hr1.7 daysMet
YEA825-10025203 Apr 2026IncidentNew starter setup
User admin · ML · Head Office
P3Closed0.30 hr3.8 hrMet
YEA825-10025102 Apr 2026IncidentScreen flickering
Hardware · ML · Branch
P4Resolved5.12 hr1.8 daysMet
YEA825-10025001 Apr 2026Service RequestName change request
User admin · AB · Head Office
P3Resolved3.55 hr14.1 hrMet
YEA825-10024930 Mar 2026IncidentNew extension setup
Telephony · SE · Head Office
P2Resolved5.74 hr14.9 hrMet
YEA825-10024825 Mar 2026Quote · excludedReplacement keyboard
Hardware · BK · Remote
P4Closed——n/a
YEA825-10024723 Mar 2026IncidentScreen flickering
Hardware · BK · Branch
P3Closed2.85 hr13.9 hrMet
YEA825-10024620 Mar 2026IncidentOneDrive sync conflict
Microsoft 365 · TAG · Head Office
P4Resolved2.47 hr18.7 hrMet
YEA825-10024518 Mar 2026IncidentBackup job failed
Backup · BK · Head Office
P4Closed0.93 hr1.8 daysMet
YEA825-10024416 Mar 2026Service RequestApplication crash on launch
Line of business app · BK · Head Office
P3Closed1.22 hr10.0 hrMet
YEA825-10024309 Mar 2026IncidentEndpoint alert investigation
Security · SE · Remote
P3Closed1.17 hr21.2 hrMet
YEA825-10024205 Mar 2026Service RequestNew extension setup
Telephony · BK · Remote
P4Resolved4.98 hr17.2 hrMet
YEA825-10024102 Mar 2026IncidentNew extension setup
Telephony · BK · Branch
P3Closed1.27 hr23.8 hrMet
YEA825-10024025 Feb 2026Service RequestName change request
User admin · AB · Remote
P3Closed0.61 hr1.5 daysMet
YEA825-10023924 Feb 2026ChangeRestore request
Backup · SE · Remote
P4Resolved8.84 hr2.3 daysMissed
YEA825-10023820 Feb 2026Project · excludedDatabase timeout
Line of business app · BK · Head Office
P3Resolved——n/a
YEA825-10023719 Feb 2026Service RequestReplacement keyboard
Hardware · ML · Branch
P3Closed3.89 hr1.5 hrMet
YEA825-10023614 Feb 2026IncidentTeams sign-in loop
Microsoft 365 · BK · Branch
P4Resolved4.06 hr1.1 daysMet
YEA825-10023513 Feb 2026ChangeMFA reset
Security · BK · Site 2
P2Closed0.67 hr1.9 hrMet
YEA825-10023412 Feb 2026IncidentToner replacement
Printing · KB · Site 2
P2Closed0.63 hr1.8 hrMet
YEA825-10023309 Feb 2026IncidentRetention change
Backup · AB · Branch
P3Closed0.34 hr3.5 hrMet
YEA825-10023203 Feb 2026Service RequestSpoofed email reported
Email · ML · Head Office
P3Closed1.22 hr12.0 hrMet
YEA825-10023102 Feb 2026Quote · excludedScan to email failing
Printing · ML · Head Office
P4Resolved——n/a
YEA825-10023030 Jan 2026IncidentNew starter setup
User admin · KB · Head Office
P3Resolved5.73 hr15.6 hrMet
YEA825-10022929 Jan 2026Quote · excludedHandset registration
Telephony · BK · Branch
P4Resolved——n/a
YEA825-10022828 Jan 2026IncidentSite offline
Network · BK · Branch
P4Closed0.32 hr1.9 daysMet
YEA825-10022727 Jan 2026Service RequestRestore request
Backup · BK · Remote
P4Closed11.17 hr12.5 hrMissed
YEA825-10022626 Jan 2026IncidentNew starter setup
User admin · TAG · Branch
P3Resolved46.44 hr15.8 hrMissed
YEA825-10022523 Jan 2026ChangeRestore request
Backup · ML · Head Office
P4Resolved1.49 hr2.2 daysMet
YEA825-10022422 Jan 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed0.79 hr1.3 daysMet
YEA825-10022319 Jan 2026IncidentSpoofed email reported
Email · ML · Head Office
P4Resolved2.18 hr1.9 daysMet
YEA825-10022213 Jan 2026Project · excludedDatabase timeout
Line of business app · TAG · Branch
P3Closed——n/a
YEA825-10022107 Jan 2026ChangeLaptop will not boot
Hardware · BK · Head Office
P3Closed3.41 hr2.5 daysMet
YEA825-10022006 Jan 2026ChangeMFA reset
Security · KB · Head Office
P2Resolved0.65 hr18.2 hrMet
YEA825-10021905 Jan 2026Incident · excludedPhishing report triage
Security · TAG · Head Office
P3Resolved——n/a
YEA825-10021802 Jan 2026IncidentReplacement keyboard
Hardware · BK · Head Office
P3Closed——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.