Northwind Managed IT
Business review · Q2 2026
TriState Fabrication — Q2 2026 Business Review
Prepared for TriState Fabrication · 2026-04-01 to 2026-06-30
Executive summary
During Q2 2026, Northwind Managed IT resolved 192 support requests for TriState Fabrication, with an average first response of 77 minutes. Request volume was down 11% versus the prior period; 95.8% of tickets met their service-level target; users rated support 3.6 out of 5 across 56 surveys. The managed environment covers 109 devices, 70.5% patch-compliant, 74 now out of warranty. 59 devices have passed the recommended replacement age; we recommend budgeting approximately $78,200 for a phased refresh to stay ahead of failures. Our focus for next period: support responsiveness and user satisfaction and hardware health and patch posture — the recommendations below lay out the plan.
Since last review — where past recommendations stand
Replace the 12 oldest shop-floor workstations
Approved — in progress
Recommended 2026-03-31 · Approved in the spring review — rollout scheduled across two quarters.
Close the patch-compliance gap on the CAD workstations
Done
Recommended 2026-03-31 · Completed — compliance verified two weeks after rollout.
Renew expiring warranties on 6 aging devices
Declined
Recommended 2026-03-31 · Client accepted the risk in writing — revisit at budget season.
At a glance
Support responsiveness
Action needed
77 min avg first response
First-response times have room to improve.
SLA attainment
On track
95.8% within SLA
Service levels are being met consistently.
User satisfaction
Action needed
3.6/5 (56 ratings)
Satisfaction scores warrant a closer look.
Hardware health
Action needed
74 of 109 devices out of warranty
Aging hardware is accumulating risk and replacement cost.
Patch posture
Action needed
70.5% patch-compliant
Unpatched devices are an open security exposure.
Workload & throughput
On track
192 opened / 192 resolved
Resolution is keeping pace with demand.
Support activity
Requests resolved
192
-10% vs last period
Avg first response
77m
time to a human reply
Avg resolution
10.5h
+11% vs last period
What drove requests
32
password reset
30
software
26
network
21
hardware
20
printer
20
Your environment
Devices managed
109
70 workstations · 20 laptops · 14 networks
Patch compliance
70.5%
devices fully patched
Out of warranty
74
3 more within 90 days
Hardware refresh plan
59 devices · est. $78,200
| Device | Type | Age |
|---|---|---|
| LT-090 | laptop | 7 yrs |
| WS-057 | workstation | 6.9 yrs |
| WS-060 | workstation | 6.8 yrs |
| TRISTATE-SRV-2 | server | 6.8 yrs |
| WS-030 | workstation | 6.8 yrs |
| WS-069 | workstation | 6.7 yrs |
| WS-050 | workstation | 6.7 yrs |
| WS-065 | workstation | 6.7 yrs |
| WS-046 | workstation | 6.7 yrs |
| WS-024 | workstation | 6.7 yrs |
Showing the 10 oldest of 59 devices due for refresh.
Recommendations & next steps
- 1
Plan a hardware refresh for 59 aging devices
Priority59 devices are past the recommended replacement age. Budgeting ~$78,200 over the next two quarters avoids emergency replacements and the downtime that comes with them.
- 2
Renew or replace 3 devices leaving warranty within 90 days
Devices out of warranty turn routine failures into unplanned spend. Reviewing coverage now keeps repair costs predictable.
- 3
Close the patch-compliance gap
PriorityPatch compliance is at 70.5%. Bringing it above 95% closes the most common entry point for ransomware and keeps cyber-insurance requirements satisfied.
- 4
Reduce recurring "email" issues at the source
"email" generated 32 requests this period — the largest single driver of support demand. A targeted fix (automation, training, or replacement) pays for itself quickly.