This monthly service report covers the period of June 2026 for Acme Technology Solutions. During this period, our team handled a total of 100 tickets, achieving a strong resolution rate of 90%. Of these, 10 tickets remain open at the time of reporting, all of which are low to medium priority and actively being worked.

SLA compliance for the month reached 80%, with 80 out of 100 tickets resolved within the agreed service level targets. While this represents solid overall performance, there is room for improvement, particularly in reducing the number of SLA breaches. The breaches were concentrated in network and hardware categories, where response times were impacted by a spike in concurrent issues mid-month.

The average first response time across all tickets was approximately 70 minutes, and the average resolution time was approximately 5 hours and 20 minutes. These figures are within acceptable ranges for your standard SLA tier, though we recommend reviewing escalation procedures for high-priority network tickets to bring resolution times down further.

Recurring issues this month centred around VPN connectivity, printer availability, and Outlook crashes. We have identified that 3 of the top recurring issues account for a significant portion of total ticket volume, and we outline proactive remediation steps in the recommendations section below.

1. VPN Connection Stability Review — VPN-related tickets accounted for a notable portion of network issues this month. We recommend scheduling a network infrastructure assessment to identify root causes and implement a permanent fix, potentially reducing recurring VPN tickets by up to 60%.

2. Printer Maintenance Schedule — Printer-offline tickets recurred throughout the month, indicating an ageing print fleet. We recommend implementing a proactive maintenance schedule and evaluating whether device replacement is more cost-effective than continued reactive support.

3. SLA Breach Reduction — With SLA compliance at 80%, we recommend introducing an escalation trigger for any high or critical priority ticket approaching the 4-hour mark without resolution. This should help bring compliance above the 90% target.

4. Outlook Patch Deployment — Recurring Outlook crash reports suggest a known software compatibility issue. We recommend deploying the latest Office 365 stability patch across all workstations during the next maintenance window.

5. Self-Service Password Resets — Password reset requests remain a consistent ticket category. Implementing a self-service password reset portal would reduce helpdesk volume and free up technician time for higher-value tasks.