📍 AHA West - Indio Senior Center — 45700 Aladdin Street, Indio CA, 92201
Dec 30, 2024 → Oct 8, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (74 biz days late)
Active: 76 biz days
Paused: 120 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸120d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 22, 2025
120 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 22 → Oct 9, 2025
13 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 76 of ? biz days used
Created: Dec 30, 2024Completed: Oct 9, 2025
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Sep 22
Ready for Release
⏸ Paused
120
—
Sep 22 → Sep 22
Assigned
▶ Running
0
63
Sep 22 → Oct 9
Scheduled
▶ Running
13
76
Oct 9 → Oct 9
Tech On Site
▶ Running
0
76
Holding184.2d (excluded)
Coordinators12.7d
Field Work0.3d
Billing0.1d
✗ SLA Missed
Holding(excluded from total)
184.2 days
Coordinators
12.7 days
Over SLA
Field Work
0.3 days
Billing
0.1 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Oct 9, 2025 (83 days early)
📅
195.7 daysTotal Age
⏱️
121.0d in Ready for ReleaseLongest Stage
🔄
7 transitionsStatus Changes
⚠️
10.7d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay121.0 days stuck in "Ready for Release"
⏱️
Total Delay10.7 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
121.0d
Assigned
0.0d / 0.5d SLA
Scheduled
12.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
CONFIRMED
08/13/2025 LHill-rec'd call from Shelly at 760-541-4430. She confirmed contact and equipment below.
Unit is onsite:yes
Scheduling ahead needed: No
Certain day or time: M-F 7:30am-4pm. Ask for Shelly when you arrive to show you where kiosk is. If she is not available anyone can show you.
Confirmed contact information is correct: yes
Unit is in a public area. Down a hallway.
08/13/2025 LHill-LM at (760) 391-4170 to confirm equipment & contact.
08/11/2025 LHill-LM called (760) 391-4170 to confirm equipment & contact. Ask for Shelly/Manager.
4/3 KHensley called site to see if there is any requirements needed prior to scheduling. No requirements needed. Best contact is Shelly at 760-391-4170
🔧Work Performed
Arrived on site and checked in with front desk to be allowed into facility. Proceeded to open unit up to reach component. I powered kiosk off and pulled away from wall. Did a double cleaning of outside surface of unit by first removed all grime and gunk off of touchscreen as well as kiosk. Next sprayed with antibacterial to sanitize unit for my use and customer use. Next began to vacuum all the dust that had accumulated. Once cleaning completed powered unit back on with combo cal tool and keyboard plugged in. Once powered on completed PM checklist requirement. Calibrated scale , touchscreen, ensure proper weight for scale and ran combo cal test with no issues. Unit closed back up and returned to service.
🔍Technician Findings
Kiosk found powered on with no customer damage
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details 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: Higi White SH650 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20White/WI-ST-311%20SH650-%20Calibration%20and%20%20Preventative%20Maintenance%20007%20DCR652.pdf
📄Description
Kiosk
📋
Inbound from +17605414430
Completed Aug 13, 2025
08/13/2025 LHill-rec'd call from Shelly. She confirmed contact and equipment below.
Unit is onsite:yes
Scheduling ahead needed: No
Certain day or time: M-F 7:30am-4pm. Ask for Shelly when you arrive to show you where kiosk is. If she is not available anyone can show you.
Confirmed contact information is correct: yes
Unit is in a public area. Down a hallway.
📋
Outbound to +17603914170
Completed Aug 13, 2025
08/13/2025 LHill-LM at (760) 391-4170 to confirm equipment & contact.
📋
Outbound to +17603914170
Completed Aug 11, 2025
08/11/2025 LHill-LM called (760) 391-4170 to confirm equipment & contact. Ask for Manager.
📋
Outbound to +17603914170
Completed Apr 3, 2025
4/3 KHensley called site to see if there is any requirements needed prior to scheduling. No requirements needed. Best contact is Shelly at 760-391-4170
Aug 13, 2025 2:17pm
@EDUARD DANEK Please update the phone number for Shelly to 760-541-4430.
📅
WO-01227785 - Preventive Maintenance - SH650-C - Indio - AHA West - Indio Senior Center
Oct 8, 2025 3:30pm – 4:30pm
Work Order: WO-01227785
Account: HIGI LLC
Customer Case Number:
Location: AHA West - Indio Senior Center
Address: 45700 Aladdin Street, Indio, CA 92201
Manufacturer:
Model #: SH650-C
Serial #: SH1309272793
Contact Name: Shelly
Contact Phone: 760-541-4430
Contact Email:
Due Date: 12/31/