📍 Peoria Regional Office Building - Aetna — 5415 N University St, Peoria IL, 61614
Dec 30, 2024 → Sep 10, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (81 biz days late)
Active: 83 biz days
Paused: 92 biz days
🕐 Clock stopped: Completed (Sep 10, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸62d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 30, 2025
62 business days (not counted)
▶ Clock Running
Status: Assigned
Jun 30 → Jul 11, 2025
8 business days (counted)
Running total: 71 of ? biz days used
⏸30d
⏸ Clock Paused
Status: Ready for Release
Jul 11 → Aug 22, 2025
30 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 10, 2025
12 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 83 of ? biz days used
Created: Dec 30, 2024Completed: Sep 10, 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 30
Ready for Release
⏸ Paused
62
—
Jun 30 → Jul 11
Assigned
▶ Running
8
71
Jul 11 → Aug 22
Ready for Release
⏸ Paused
30
—
Aug 22 → Aug 22
Assigned
▶ Running
0
71
Aug 22 → Sep 10
Scheduled
▶ Running
12
83
Sep 10 → Sep 10
Tech On Site
▶ Running
0
83
Holding157.2d (excluded)
Coordinators21.4d
Field Work0.3d
Billing0.1d
✗ SLA Missed
Holding(excluded from total)
157.2 days
Coordinators
21.4 days
Over SLA
Field Work
0.3 days
Billing
0.1 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Sep 10, 2025 (112 days early)
📅
175.3 daysTotal Age
⏱️
63.3d in On HoldLongest Stage
🔄
9 transitionsStatus Changes
⚠️
18.9d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 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 Delay63.3 days stuck in "On Hold"
⏱️
Total Delay18.9 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
94.0d
Assigned
8.4d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
CONFIRMED
08/14/2025 LHill-rec'd call from Ryan at 217-720-6516 confirmed contact and equipment below.
Unit is onsite: yes
Scheduling ahead needed: No.
Certain day or time: anytime M-F 8:30 am –5pm. Go to Security and ask for Jermiah.
Confirmed contact information is correct: yes
Unit is in a public area. Located in the backroom (Breakroom)
7/2/25 RCook- Called 309-693-5300 to schedule. No answer could not leave message.
6/30/25 RCook- Called 309-693-5300 to schedule. No answer could not leave message.
🔧Work Performed
9/10/2025 M. Huffman. Completed the PM, field service report and obtained signature from Customer.
🔍Technician Findings
Kiosk does not show signs of customer damage.
Kiosk is fully operational. Yes
Was the kiosk unplugged on arrival? No
⚠️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 Hard wired
📋
Inbound from +12177206516
Completed Aug 14, 2025
08/14/2025 LHill-rec'd call from Ryan at 217-720-6516 confirmed contact and equipment below.
Unit is onsite: yes
Scheduling ahead needed: No.
Certain day or time: anytime M-F 8:30 am –5pm. Go to Security and ask for Jermiah.
Confirmed contact information is correct: yes
Unit is in a public area. Located in the backroom (Breakroom)
📋
Outbound to +13096935300
Completed Jul 2, 2025
7/2/25 RCook- Called 309-693-5300 to schedule. No answer could not leave message.
📋
Outbound to +13096935300
Completed Jun 30, 2025
6/30/25 RCook- Called 309-693-5300 to schedule. No answer could not leave message.
Aug 14, 2025 12:51pm
@EDUARD DANEK Please update the contact for this location to: Ryan at 217-720-6516.
Work Order: WO-01229140
Account: HIGI LLC
Customer Case Number:
Location: Peoria Regional Office Building - Aetna
Address: 5415 N University St, Peoria, IL 61614
Manufacturer: Higi
Model #: ZT2776-HW
Serial #: CSA-2018106200
Contact Name: Ryan
Contact Phone: 217-720-6516
Contact Email:
Due Date: 1