📍 Pontiac Correctional Center - Aetna — 700 West Lincoln, Pontiac IL, 61764
Dec 30, 2024 → Sep 10, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (76 biz days late)
Active: 78 biz days
Paused: 98 biz days
🕐 Clock stopped: Tech Off Site (Sep 11, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸98d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 20, 2025
98 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 20 → Aug 20, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 20 → Aug 27, 2025
5 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 27 → Sep 3, 2025
4 business days (counted)
Running total: 72 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 10, 2025
5 business days (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 11, 2025
1 business day (counted)
Running total: 78 of ? biz days used
Created: Dec 30, 2024Tech Off Site: Sep 11, 2025
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Aug 20
Ready for Release
⏸ Paused
98
—
Aug 20 → Aug 20
Assigned
▶ Running
0
63
Aug 20 → Aug 27
Scheduled
▶ Running
5
68
Aug 27 → Sep 3
Reschedule
▶ Running
4
72
Sep 3 → Sep 10
Scheduled
▶ Running
5
77
Sep 10 → Sep 11
Tech On Site
▶ Running
1
78
Holding162.2d (excluded)
Coordinators16.4d
Field Work0.9d
Billing0.0d
✗ SLA Missed
Holding(excluded from total)
162.2 days
Coordinators
16.4 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Sep 11, 2025 (111 days early)
📅
175.4 daysTotal Age
⏱️
99.0d in Ready for ReleaseLongest Stage
🔄
9 transitionsStatus Changes
⚠️
10.4d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
5 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 Delay99.0 days stuck in "Ready for Release"
⏱️
Total Delay10.4 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
99.0d
Scheduled
11.6d / 2.0d SLA
Reschedule
4.8d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/10/2025 no pictures or signature due to not able to take pone in
9/3 KKelch called site to schedule for 9/10 at 12 pm. Customer confirmed.
8/20 KKelch called site to schedule for 8/29 at 9 am. Customer confirmed.
🔧Work Performed
pm completed
🔍Technician Findings
no issues found
⚠️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
📧
Email: Tools needed for maintenance on BP kiosk
Completed Sep 3, 2025
To: andrea.mendoza@illinois.gov
CC:
BCC: kaitlyn.kelch@emsar.com
Attachment: --none--
Subject: Tools needed for maintenance on BP kiosk
Body:
Hi Andrea,
The tools the technician will need to bring with him is a Philips head screwdriver, a flat head screwdriver, a pair of pliers, a set of sockets, a manometer, a combined calibration tool and his cell phone.
Thank you,
Kaitlyn Kelch
Account Service Coordinator I-West District
(937) 741-4389
kaitlyn.kelch@emsar.com
www.emsar.com
Disclaimer:
📋
Outbound to +18158422816
Completed Sep 3, 2025
9/3 KKelch called site to schedule for 9/10 at 12 pm. Customer confirmed.
📞
Call
Completed Aug 20, 2025
8/20 KKelch called site to schedule for 8/29 at 9 am. Customer confirmed.
Work Order: WO-01229144
Account: HIGI LLC
Customer Case Number:
Location: Pontiac Correctional Center - Aetna
Address: 700 West Lincoln, Pontiac, IL 61764
Manufacturer: Higi
Model #: ZT2776-HW
Serial #: CSA-2018106205
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025
Scheduled Dat
PDF
WI-ST-310 Higi Green Preventative Maintenance 009 DCR652(2)(2)1337789.pdf