my-cumbria-logo, my-cumbria-logo Toggle navigation

The following information is about how our IT Service Desk are supporting you when you have an IT issue or query.

Service Desk calls and resolution by category

These are the top 5 categories of queries during  January 2025

CategoryNumber of support calls% responded within SLA% resolved within SLA
MFA 106 100% 99.05%
Password Reset 70

100%

95.71%
Account Provisioning 21 100% 100%
Information and Support 19 100% 100%
Blackboard Support 17 100% 94.11%

What does responded mean? That's how long it takes us to initially reply to your query.

What does resolved mean? That's how long it takes us to solve your query.

SLA - Service Level Agreement

What is SLA? This stands for Service Level Agreement and are the timings that have been agreed for us to respond to and resolve your issue or query. These timings are based on working hours, so do not include evenings, weekends or public holidays. Each logged incident is assigned to an SLA category and the majority of incidents are placed into Medium by default:

SLA CategoryResponse TimeResolution Time
Low 28 hours (1 day & 4 hours) 99 days
Medium 9.5 hours 4 days
High 2 hours 28.5 hours (1 day & 4.5 hours)
Major 1 hour 8 hours
Immediate 1 hour 6 hours

Number of  telephone calls handled by the IT Service Desk

Period (beginning)Period (end)Number of calls
February 24 April 24 1845
May 24 July 24 1400
August 24 October 24 1493
November 24 January 2025 2530
Total calls: 7268

 

Edit page