📍 Giant Pharmacy 778 — 41 West Lee Highway 27, Warrenton VA, 20186
Dec 30, 2024 → Oct 14, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (80 biz days late)
Active: 82 biz days
Paused: 116 biz days
🕐 Clock stopped: Completed (Oct 14, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸51d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 12, 2025
51 business days (not counted)
▶ Clock Running
Status: Canceled
Jun 12 → Jun 24, 2025
7 business days (counted)
Running total: 70 of ? biz days used
⏸65d
⏸ Clock Paused
Status: Ready for Release
Jun 24 → Sep 25, 2025
65 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 25 → Sep 30, 2025
3 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 30 → Oct 14, 2025
9 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 82 of ? biz days used
Created: Dec 30, 2024Completed: Oct 14, 2025
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Jun 12
Ready for Release
⏸ Paused
51
—
Jun 12 → Jun 24
Canceled
▶ Running
7
70
Jun 24 → Sep 25
Ready for Release
⏸ Paused
65
—
Sep 25 → Sep 30
Assigned
▶ Running
3
73
Sep 30 → Oct 14
Scheduled
▶ Running
9
82
Oct 14 → Oct 14
Tech On Site
▶ Running
0
82
Holding181.1d (excluded)
Coordinators12.9d
Field Work0.4d
Billing0.2d
✗ SLA Missed
Holding(excluded from total)
181.1 days
Coordinators
12.9 days
Over SLA
Field Work
0.4 days
Billing
0.2 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Oct 14, 2025 (78 days early)
📅
198.3 daysTotal Age
⏱️
65.9d in Ready for ReleaseLongest Stage
🔄
11 transitionsStatus Changes
⚠️
10.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
7 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay65.9 days stuck in "Ready for Release"
⏱️
Total Delay10.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.3d
Ready for Release
117.8d
Canceled
7.7d
Assigned
3.6d / 0.5d SLA
Scheduled
9.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
06/24/2025 JRolston - Moving from cancelled to "Ready for Release" per instruction from Jessica Foley. PM had been cancelled and combined with repair, FSE never went to site, repair handled via phone.
6/12/2025jsells WO-01279015 adding to repair wo
🔧Work Performed
10/14/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Completed Higi PM. Unit will need new BP assembly. The cuff is damages. Pharmacists think it was damage while being moved for store renovation.
Final Resolution: Follow up needed.
🔍Technician Findings
10/14/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Completed Higi PM. Unit will need new BP assembly. The cuff is damages. Pharmacists think it was damage while being moved for store renovation.
Final Resolution: Follow up needed.
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
Work Order: WO-01226905
Account: HIGI LLC
Customer Case Number:
Location: Giant Pharmacy 778
Address: 41 West Lee Highway 27, Warrenton, VA 20186
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120630950-786
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025