📍 City of Suffolk Public Works — 800 Carolina Road, Suffolk VA, 23434
Dec 30, 2024 → Oct 20, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (77 biz days late)
Active: 79 biz days
Paused: 123 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸123d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 25, 2025
123 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 25 → Oct 3, 2025
6 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 20, 2025
10 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 79 of ? biz days used
Created: Dec 30, 2024Completed: Oct 20, 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 25
Ready for Release
⏸ Paused
123
—
Sep 25 → Oct 3
Assigned
▶ Running
6
69
Oct 3 → Oct 20
Scheduled
▶ Running
10
79
Oct 20 → Oct 20
Tech On Site
▶ Running
0
79
Holding187.2d (excluded)
Coordinators17.6d
Field Work0.6d
Billing0.0d
✗ SLA Missed
Holding(excluded from total)
187.2 days
Coordinators
17.6 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Oct 21, 2025 (71 days early)
📅
202.4 daysTotal Age
⏱️
124.0d in Ready for ReleaseLongest Stage
🔄
9 transitionsStatus Changes
⚠️
15.1d 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 Delay124.0 days stuck in "Ready for Release"
⏱️
Total Delay15.1 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
124.0d
Assigned
6.6d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10/3 MOwens Called and spoke to Ryan Singleton. Scheduled all four locations for City of Suffolk for 10/20 between 1-5pm.
CONFIRMED
08/15/2025 LHill-spoke with Ryan Singleton at 757-514-4088 She confirmed contact and equipment below. She has 4 kiosks
Unit is onsite: yes
Scheduling ahead needed: Yes. Tech will need an escort.
Certain day or time: anytime M-F 8am – 5 pm
Confirmed contact information is correct: yes
Unit is in a secured area.
🔧Work Performed
10/20/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Complete Higi PM.
Final Resolution: Unit passed all function test.
🔍Technician Findings
10/20/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Complete Higi PM.
Final Resolution: Unit passed all function test.
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM 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: 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
Higi Green Kiosk with 4G installed
📞
Call
Completed Oct 3, 2025
10/3 MOwens Called and spoke to Ryan Singleton. Scheduled all four locations for City of Suffolk for 10/20 between 1-5pm.
📋
Outbound to +17575144088
Completed Aug 15, 2025
08/15/2025 LHill-spoke with Ryan Singleton at 757-514-4088 She confirmed contact and equipment below. She has 4 kiosks
Unit is onsite: yes
Scheduling ahead needed: Yes. Tech will need an escort.
Certain day or time: anytime M-F 8am – 5 pm
Confirmed contact information is correct: yes
Unit is in a secured area.
📅
WO-01228230 - Preventive Maintenance - ZT2776-4G - Suffolk - City of Suffolk Public Works
Oct 20, 2025 4:00pm – 5:00pm
Work Order: WO-01228230
Account: HIGI LLC
Customer Case Number:
Location: City of Suffolk Public Works
Address: 800 Carolina Road, Suffolk, VA 23434
Manufacturer: Higi
Model #: ZT2776-4G
Serial #: CSA-2016105861
Contact Name: Ryan Singleton
Contact Phone: 7575144088
Contact Email:
Due Date: 12/31/