Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (146 biz days late)
Active: 147 biz days
Paused: 91 biz days
🕐 Clock stopped: Invoiced (Dec 13, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸91d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 11, 2025
91 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 11 → Aug 11, 2025
0 business days (counted)
Running total: 63 of ? biz days used
45d
▶ Clock Running
Status: Scheduled
Aug 11 → Oct 15, 2025
45 business days (counted)
Running total: 108 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 16, 2025
1 business day (counted)
Running total: 109 of ? biz days used
▶ Clock Running
Status: Completed
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 109 of ? biz days used
▶ Clock Running
Status: Closed
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 109 of ? biz days used
▶ Clock Running
Status: Billing Review
Oct 16 → Oct 21, 2025
3 business days (counted)
Running total: 112 of ? biz days used
33d
▶ Clock Running
Status: L2 Review
Oct 21 → Dec 10, 2025
33 business days (counted)
Running total: 145 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 145 of ? biz days used
▶ Clock Running
Status: L2 Screening
Dec 10 → Dec 13, 2025
2 business days (counted)
Running total: 147 of ? biz days used
Created: Dec 30, 2024Invoiced: Dec 13, 2025
Show SLA Clock Detail (11 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Aug 11
Ready for Release
⏸ Paused
91
—
Aug 11 → Aug 11
Assigned
▶ Running
0
63
Aug 11 → Oct 15
Scheduled
▶ Running
45
108
Oct 15 → Oct 16
Tech On Site
▶ Running
1
109
Oct 16 → Oct 16
Completed
▶ Running
0
109
Oct 16 → Oct 16
Closed
▶ Running
0
109
Oct 16 → Oct 21
Billing Review
▶ Running
3
112
Oct 21 → Dec 10
L2 Review
▶ Running
33
145
Dec 10 → Dec 10
Ready for Scheduling
▶ Running
0
145
Dec 10 → Dec 13
L2 Screening
▶ Running
2
147
Dispatch2.8d
Holding155.2d (excluded)
Coordinators46.0d
Field Work0.9d
Billing4.1d
✗ SLA Missed
Dispatch
2.8 days
Over SLA
Holding(excluded from total)
155.2 days
Coordinators
46.0 days
Over SLA
Field Work
0.9 days
Billing
4.1 days
Over SLA
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Dec 13, 2025 (18 days early)
📅
238.3 daysTotal Age
⏱️
92.0d in Ready for ReleaseLongest Stage
🔄
11 transitionsStatus Changes
⚠️
47.8d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
5 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay92.0 days stuck in "Ready for Release"
⏱️
Total Delay47.8 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
92.0d
Assigned
0.0d / 0.5d SLA
Scheduled
46.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
L2 Review
33.3d
L2 Screening
2.8d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10/21/25 NFLOYD - Field verification confirms serial mismatch — physical SN on kiosk: KMY-120416650-573; Higi Admin Portal shows KMY-120328650-573. Correction required
The deployed Kiosk ID/Merge ID STILL NEEDS TO BE CONFIRMED
The correct SN on the deployed unit is KMY-120416650-573
10/21/25 lcoonrod sent teams to Nicole.
10/20/25 lcoonrod sent chatter to Nicole regarding SN not matching.
10.16.25 Hshaw - actual SN# KMY-120416650-573. pic attached
🔧Work Performed
Unplug the unit
Lightly dusted inside and outside, wipe down unit with disinfectant cleaner.
Plug in the unit, the PC does not power up
Check the power cord, power strip and split power cable for voltage it's getting 120V AC.
Plug it out and in a few times, the PC not working, the LED light not lit, both fans are not spinning inside it.
PC not powering up, it need to be replaced
Monitor calibration, weight and BP test were not performed
🔍Technician Findings
The SN on the WO does not match the SN on the Kiosk
The SN on the Kiosk is KMY-120416650-573
Upon arrival Kiosk was functioning normal
After unplug out then plug in the unit the PC does not work
⚠️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
📄Description
Merge KMY Kiosk
Oct 20, 2025 4:47pm
@Nicole Floyd This WO is marked for a follow up. Per notes, the SN does not match what is on the Kiosk. Please advise.
Work Order: WO-01227516
Account: HIGI LLC
Customer Case Number:
Location: Shop Rite
Address: 616 White Horse Pike, Absecon, NJ 08201
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120328650-573
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025
Scheduled Dat