📍 Super Giant Pharmacy 388 — 200 Dove Run Center, Middletown DE, 19709
Dec 30, 2024 → Sep 16, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (62 biz days late)
Active: 64 biz days
Paused: 116 biz days
🕐 Clock stopped: Completed (Sep 17, 2025)
37d
▶ Clock Running
Status: Created
Dec 30 → Feb 24, 2025
37 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Canceled
Feb 24 → Feb 28, 2025
4 business days (counted)
Running total: 41 of ? biz days used
22d
▶ Clock Running
Status: On Hold
Feb 28 → Apr 1, 2025
22 business days (counted)
Running total: 63 of ? biz days used
⏸116d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 16, 2025
116 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 17, 2025
1 business day (counted)
Running total: 64 of ? biz days used
Created: Dec 30, 2024Completed: Sep 17, 2025
Show SLA Clock Detail (6 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Feb 24
Created
▶ Running
37
37
Feb 24 → Feb 28
Canceled
▶ Running
4
41
Feb 28 → Apr 1
On Hold
▶ Running
22
63
Apr 1 → Sep 16
Ready for Release
⏸ Paused
116
—
Sep 16 → Sep 16
Assigned
▶ Running
0
63
Sep 16 → Sep 17
Scheduled
▶ Running
1
64
Holding177.0d (excluded)
Coordinators1.1d
Billing0.3d
✗ SLA Missed
Holding(excluded from total)
177.0 days
Coordinators
1.1 days
Billing
0.3 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Sep 17, 2025 (105 days early)
📅
179.4 daysTotal Age
⏱️
117.0d in Ready for ReleaseLongest Stage
🔄
7 transitionsStatus Changes
✅
On timeTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
📋
CoordinatorScheduling
AI Analysis
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Completed on schedule
Invoiced • 429 days old
🚨
Primary Delay117.0 days stuck in "Ready for Release"
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
60.1d
Canceled
4.6d
Ready for Release
117.0d
Scheduled
1.1d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
02/28/2025 11:33 AM LH reopening PM WO. PM was not performed on repair WO-01250625.
adding to repair wo
🔧Work Performed
Inspected kiosk for damage. No damage found. Wiped off kiosk, ad monitor, and touchscreen. Removed dust from kiosk. Disconnected unused devices and ensured all other connections were properly seated. Performed monitor calibration and BP test/calibration. User and stop button tests were completed without any issues. Completed PM. Kiosk is online and working with no faults.
🔍Technician Findings
tech checked in with the store manager and found the unit in good
⚠️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-01227758
Account: HIGI LLC
Customer Case Number:
Location: Super Giant Pharmacy 388
Address: 200 Dove Run Center, Middletown, DE 19709
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120328650-383
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2