Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (195 biz days late)
Active: 197 biz days
Paused: 35 biz days
🕐 Clock stopped: Tech Off Site (Dec 4, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸35d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → May 20, 2025
35 business days (not counted)
▶ Clock Running
Status: Assigned
May 20 → May 20, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
May 20 → May 21, 2025
1 business day (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech Off Site
May 21 → May 23, 2025
2 business days (counted)
Running total: 66 of ? biz days used
51d
▶ Clock Running
Status: Reschedule
May 23 → Aug 7, 2025
51 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: Entered
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 117 of ? biz days used
74d
▶ Clock Running
Status: On Hold
Aug 7 → Nov 24, 2025
74 business days (counted)
Running total: 191 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 192 of ? biz days used
▶ Clock Running
Status: On Hold
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 192 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 192 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 4, 2025
5 business days (counted)
Running total: 197 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 197 of ? biz days used
Created: Dec 30, 2024Tech Off Site: Dec 4, 2025
Show SLA Clock Detail (13 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → May 20
Ready for Release
⏸ Paused
35
—
May 20 → May 20
Assigned
▶ Running
0
63
May 20 → May 21
Scheduled
▶ Running
1
64
May 21 → May 23
Tech Off Site
▶ Running
2
66
May 23 → Aug 7
Reschedule
▶ Running
51
117
Aug 7 → Aug 7
Entered
▶ Running
0
117
Aug 7 → Nov 24
On Hold
▶ Running
74
191
Nov 24 → Nov 25
Ready for Scheduling
▶ Running
1
192
Nov 25 → Nov 25
On Hold
▶ Running
0
192
Nov 25 → Nov 25
Assigned
▶ Running
0
192
Nov 25 → Dec 4
Scheduled
▶ Running
5
197
Dec 4 → Dec 4
Tech On Site
▶ Running
0
197
Holding174.4d (excluded)
Coordinators61.7d
Field Work3.9d
Billing0.4d
✗ SLA Missed
Holding(excluded from total)
174.4 days
Coordinators
61.7 days
Over SLA
Field Work
3.9 days
Over SLA
Billing
0.4 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Dec 5, 2025 (26 days early)
📅
232.3 daysTotal Age
⏱️
75.0d in On HoldLongest Stage
🔄
15 transitionsStatus Changes
⚠️
55.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
8 linesWork Details
🏠
2 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🔄
2 On-Site Visits
(1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kevin Cox — scheduling delays attributed to technician, not coordinators
Visit 1May 21, 2025
Visit 2Dec 4, 2025
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay75.0 days stuck in "On Hold"
⏱️
Total Delay55.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
138.4d
Ready for Release
36.0d
Scheduled
8.0d / 2.0d SLA
Tech Off Site
2.8d / 2.0d SLA
Reschedule
52.0d / 2.0d SLA
Ready for Scheduling
1.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/1 KKelch called Sean to reschedule for 12/4 between 11 and 12 pm. Customer confirmed. FSE was delayed due to winter weather, instructed by CDempsey to reschedule
11/25 KKelch called Sean to schedule for 12/1 between 1 and 3 pm. Customer confirmed.
11/25 KKelch called Sean to schedule for 12/1 between 12 and 2 pm. Left VM.
CONFIRMED
11/25/2025 LHill-rec'd email from Sean Harsham-Yes to both as the unit is onsite at our Modivcare office and a technician is more than welcome to come by to service the machine. Our office hours are M-F 7-4 CST and an appointment would probably be the best or at least a date and a range of time. The unit is located in our office which is locked and not open to the public. Please call my cell phone to schedule the date/time 217-855-6302. Thank you!
See logged email.
11/25/2025 LHill-sent email to Sean Harsham at sharshman@vricares.com to confirm contact & equipment.
11/25/2025 LHill-called (800) 525-6237 Ext 14280 for Sean Harsham to confirm contact & equipment.
8/7 KKelch called Sean to schedule for 8/14 at 12 pm. Left VM. Placed on hold due to 3 failed attempts to schedule.
7/22 KKelch called Sean to schedule for 7/31 at 1 pm. Left VM.
7/16 KHensley called Sean to schedule for 7/25 at 11 am. Left VM.
5/23/25 CDempsey- Non retail location and facility was not open when tech arrived. Putting into reschedule.
🔧Work Performed
Pm completed
🔍Technician Findings
this was a non retail location and they were not open when i arrived
12/4/2025 no issues found
⚠️Problem Description
**IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call
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 Installed and Storm Key pad
📋
Outbound to +12178556302
Completed Dec 1, 2025
12/1 KKelch called Sean to reschedule for 12/4 between 11 and 12 pm. Customer confirmed. FSE was delayed due to winter weather, instructed by CDempsey to reschedule
📋
Outbound to +12178556302
Completed Nov 25, 2025
11/25 KKelch called Sean to schedule for 12/1 between 1 and 3 pm. Customer confirmed.
📋
Outbound to +12178556302
Completed Nov 25, 2025
11/25 KKelch called Sean to schedule for 12/1 between 12 and 2 pm. Left VM.
📧
Email:RE: EMSAR Request for service at VRI
Completed Nov 25, 2025
From: sharshman@vricares.com
To: laura.hill@emsar.com
Cc: rhea.cook@emsar.com
Hello Laura, Yes to both as the unit is onsite at our Modivcare office and a technician is more than welcome to come by to service the machine. Our office hours are M-F 7-4 CST and an appointment would probably be the best or at least a date and a range of time. The unit is located in our office which is locked and not open to the public. Please call my cell phone to schedule the date/time
📧
Email: EMSAR Request for service at VRI
Completed Nov 25, 2025
To: sharshman@vricares.com
CC: rhea.cook@emsar.com
BCC: laura.hill@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at VRI
Body:
Hi Sean Harshman,
My name is Laura Hill and I’m reaching out from EMSAR—we’re the service center for HIGI.
We have a service request open for preventative maintenance on your blood pressure machine, and I just need to confirm a few quick details to ensure proper scheduling:
Is the unit currently onsite at your location?
Can the technician
📋
Outbound to +18005256237
Completed Nov 25, 2025
11/25/2025 LHill-called (800) 525-6237 Ext 14280 for Sean Harsham to confirm contact & equipment.
📋
Outbound to +18005256237
Completed Nov 25, 2025
📋
Outbound to +18005256237
Completed Aug 7, 2025
8/7 KKelch called Sean to schedule for 8/14 at 12 pm. Left VM. Placed on hold due to 3 failed attempts to schedule.
📋
Outbound to +18005256237
Completed Jul 22, 2025
7/22 KKelch called Sean to schedule for 7/31 at 1 pm. Left VM.
📋
Outbound to +18005256237
Completed Jul 16, 2025
7/16 KHensley called Sean to schedule for 7/25 at 11 am. Left VM.
Nov 6, 2025 5:06pm
@Nicole Floyd This is marked for a follow up, but the WO is on hold
Work Order: WO-01230493
Account: HIGI LLC
Customer Case Number:
Location: VRI
Address: 1600 W. Jackson St., Sullivan, IL 61951
Manufacturer:
Model #: ZT2776-HW (Storm)
Serial #: CSA-2016014752
Contact Name: Sean Harshman
Contact Phone: (800) 525-6237 Ext 14280
Contact Email: sharshman@vricares.com