4 business days from creation · Target: Sep 3, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Aug 27 → Aug 28, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Aug 28 → Aug 29, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Aug 29 → Sep 8, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Aug 27, 2025Completed: Sep 8, 2025
Business Days Used6 / 4
04d budget+2d over
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Aug 27 → Aug 27
Created
▶ Running
0
0 / 4
Aug 27 → Aug 27
L2 Screening
▶ Running
0
0 / 4
Aug 27 → Aug 28
Awaiting Parts
⏸ Paused
1
—
Aug 28 → Aug 29
Ready for Scheduling
▶ Running
1
1 / 4
Aug 29 → Aug 29
Assigned
▶ Running
0
1 / 4
Aug 29 → Sep 8
Scheduled
▶ Running
5
6 / 4
Sep 8 → Sep 8
Tech On Site
▶ Running
0
6 / 4
Dispatch0.1d
Material Management1.4d
Coordinators7.5d
Field Work0.8d
Billing0.1d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.4 days
Coordinators
7.5 days
Over SLA
Field Work
0.8 days
Billing
0.1 days
Created: Aug 27, 2025
Due: Sep 3, 2025
Completed: Sep 8, 2025 (4 days late)
📅
7.5 daysTotal Age
⏱️
5.9d in ScheduledLongest Stage
🔄
9 transitionsStatus Changes
⚠️
4.9d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
4 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay5.9 days stuck in "Scheduled"
⏱️
Total Delay4.9 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
1.4d / 3.0d SLA
Ready for Scheduling
1.7d / 1.0d SLA
Scheduled
5.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/3/2025 Sramen - sent chatter to notify Account manager that this will be missed.
9/3 KSmith -- FSE called off sick the rest of the week. Need to reschedule WO
🔧Work Performed
**R&R pc assembly
**Function & cycle tested to confirm no other issues were present.
🔍Technician Findings
Unit OOS
**OOS sign on unit
⚠️Problem Description
Tech will be sent a PC for replacement.
Follow-Up Notes
Unable to replace wifi router station wouldn’t boot up.
Final Condition
New cpu needed
Use this password to access the kiosk: H@TMW#PN
If swapping out a PC, you would use: miker0me0g0lfech0
There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.
**ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄Description
Merge KMY Kiosk
Sep 3, 2025 10:51am
@Nicole Floyd @EDUARD DANEK @Chris Bakkemo I apologize, this will be missed because the tech called out sick. I do not know if @Kourtney Smith and @Shawn Rogers discussed alternative techs/WM or not so I have added them to clarify/update internal notes with that info.
Work Order: WO-01299960
Account: HIGI LLC
Customer Case Number:
Location: Stop&Shop 648
Address: 112 Amity Plaza, New Haven, CT 06525
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120328650-112
Contact Name:
Contact Phone:
Contact Email:
Due Date: 9/3/2025
Scheduled Date