📍 Sam's Club #4771 — 424 George Claus Boulevard, Severn MD, 21144
Sep 26, 2025 → Oct 1, 2025
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 2, 2025
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 2, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 26 → Sep 26, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Sep 26 → Sep 29, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 29 → Oct 1, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Sep 26, 2025Completed: Oct 2, 2025
Business Days Used4 / 4
04d budget
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Sep 26 → Sep 26
Created
▶ Running
0
0 / 4
Sep 26 → Sep 26
L2 Screening
▶ Running
0
0 / 4
Sep 26 → Sep 26
Awaiting Parts
⏸ Paused
0
—
Sep 26 → Sep 29
Ready for Scheduling
▶ Running
1
1 / 4
Sep 29 → Sep 29
Assigned
▶ Running
0
1 / 4
Sep 29 → Oct 1
Scheduled
▶ Running
2
3 / 4
Oct 1 → Oct 2
Tech On Site
▶ Running
1
4 / 4
Dispatch0.0d
Material Management0.0d
Coordinators4.2d
Field Work0.4d
Billing0.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
4.2 days
Over SLA
Field Work
0.4 days
Billing
0.1 days
Created: Sep 26, 2025
Due: Oct 2, 2025
Completed: Oct 2, 2025 (on time)
📅
3.7 daysTotal Age
⏱️
2.8d in ScheduledLongest Stage
🔄
10 transitionsStatus Changes
⚠️
1.2d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
11 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with minor delays
Invoiced • 159 days old
🚨
Primary Delay2.8 days stuck in "Scheduled"
⏱️
Total Delay1.2 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
0.0d / 1.0d SLA
Awaiting Parts
0.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/29 MOwens Shipping parts to tech's hotel in DC area.
Holiday Inn Express
6205 Annapolis Rd
Hyattsville, MD 20784
🔧Work Performed
10/1/25 PC- Repair/PM
Technician Findings upon arrival: Found unit fully functional with bad BP kit.
Actions Taken/Work Performed: Reseeded BP components. Complete Higi PM.
Final Resolution: All function test pass.
🔍Technician Findings
10/1/25 PC- Repair/PM
Technician Findings upon arrival: Found unit fully functional with bad BP kit.
Actions Taken/Work Performed: Reseeded BP components. Complete Higi PM.
Final Resolution: All function test pass.
⚠️Problem Description
Follow-Up Notes
Need new BP kit
Use this password to access the kiosk: M3Y!9LC%
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.**
Please Perform a PM on this Kiosk and attach all required photos from Checklist 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