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WO-01310673 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • PC

📍 GUARDANT HEALTH — 505 PENOBSCOT DR, REDWOOD CITY CA, 94063-4737

Oct 21, 2025 → Dec 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 1, 2025
✗ SLA Missed (7 biz days late)
Active: 33 biz days
🕐 Clock stopped: Tech Off Site (Dec 10, 2025)
▶ Clock Running
Status: Created
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 2 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 4 of ? biz days used
28d
▶ Clock Running
Status: Scheduled
Oct 27 → Dec 9, 2025
28 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 33 of ? biz days used
Created: Oct 21, 2025 Tech Off Site: Dec 10, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 22 Created ▶ Running 1 1
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 2
Oct 23 → Oct 27 Assigned ▶ Running 2 4
Oct 27 → Dec 9 Scheduled ▶ Running 28 32
Dec 9 → Dec 10 Tech On Site ▶ Running 1 33
Dispatch 1.2d
Coordinators 33.1d
Field Work 2.7d
Billing 0.0d
✗ SLA Missed
Dispatch
1.2 days
Over SLA
Coordinators
33.1 days
Over SLA
Field Work
2.7 days
Over SLA
Billing
0.0 days
Created: Oct 21, 2025 Due: Dec 1, 2025 Completed: Dec 11, 2025 (9 days late)
📅
33.6 days Total Age
⏱️
28.8d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
30.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537215
FW: EMSAR IQOQ Request - CEN00069, CEN00070, CEN00082, CEN000119
Closed
CEN00069 Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 42815910 Redwood City, 123-141
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Shelby Robinson
Created
Oct 21, 2025
Work Orders from this Case (4)
WO-01310672 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 11, 2025
WO-01310673 (current) Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
WO-01310674 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
WO-01310676 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 28.8 days stuck in "Scheduled"
⏱️
Total Delay 30.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
L2 Screening
1.2d / 1.0d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
28.8d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
1.4d / 2.0d SLA
Closed
1.4d / 1.0d SLA
L2 Review
1.2d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.11.25 hshaw - TBA $2130.00

11-13 Mburris email from POC t move appt .....Hi Alan, 

 

Sorry for the change, but the lab recently notified us that they would like the service moved to the week of December 8th for all 4 centrifuges. Could you please let me know if this is possible?

 

Apologies again and thank you!

 

Odalys Barahona

Automation Service Coordinator 

Mobile +1 650 647-4364

obarahona@guardanthealth.com

10-23 Mburris email from Alan with dates site wants tech.......Thank you, Odalys! These work orders are ‘READY FOR SCHEDULING” Our scheduling team (attached here) will do their best to coordinate these work orders/dates as you requested and summarized here: 

 

 

 

Work Order

Equipment ID

 

 

SN

 

Scheduling

Preference  (week of)

WO-01310672

CEN00069

42815910

Jan 5th 2026

WO-01310673

CEN00070

42815918

Dec 1st

WO-01310674

CEN00082

42938906

Dec 1st

WO-01310676

CEN00119

43370496

Jan 5th 2026

 

-Alan

🔧 Work Performed
Completed IOQ per instructions
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
CEN00070 Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 42815918 Redwood City, 123-141
📄 Description
Thermo Fisher Scientific Centrifuge Benchtop Refrigerated or Constant Temp Sorvall Legend X1 Series (X1 X1R)

Timeline

📞
Case Linked Oct 21, 2:42 PM
Case Number: 00537215
Subject: FW: EMSAR IQOQ Request - CEN00069, CEN00070, CEN00082, CEN000119
Status: Closed
📋
Work Order Created Oct 21, 6:01 PM
Work Order: WO-01310673
Type: IOQ
Priority: PC
📅
Status: Ready for Scheduling by Alan Adams Oct 22, 5:33 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 23h 32m
👷
▶
2 Technician Assigned Oct 23, 11:34 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 0m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 1:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-01T14:00:00.000+0000
🚨 13.0 business days
📅
▶
2 Dispatch Scheduled Nov 13, 5:18 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-09T14:00:00.000+0000
🚨 16.8 business days
🔧
Status: Tech On Site by Kwame Cobb Dec 9, 10:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 42d 22h
⏱️
3x Labor Added Dec 9, 3:56 PM
Type: Labor, Travel
Status: Open
Qty: 1, 25
⏱️
▶
2 2x Labor Added Dec 9, 9:40 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 46m
⏳ 1.3 business days
✔️
Status: Completed by Kwame Cobb Dec 10, 9:50 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 0h, 0m
👀
Status: L2 Review by Alan Adams Dec 11, 5:31 PM
From: Closed
To: L2 Review
Duration in Previous: 19h 40m
🏁
Status: Closed by Alan Adams Dec 12, 9:12 AM
From: L2 Review
To: Closed
Duration in Previous: 15h 40m
📄
▶
3 Status: Ready to Bill Dec 12, 12:24 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 15, 11:18 AM
Invoice Number: SM-249026

Bottlenecks

L2 Screening
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 28.8 business days (threshold: 2.0 business days)
Exceeded by 26.8 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00537215
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Dec 9, 9:00 AM
Created
Oct 21, 6:01 PM
Invoice #
SM-249026

Work Details (5)

Name Type Status Qty Amount Date
WL-03031721 Labor Open 1 $0.00 Dec 9, 3:56 PM
WL-03031722 Travel Open 25 $0.00 Dec 9, 3:56 PM
WL-03031723 Travel Open 25 $0.00 Dec 9, 3:56 PM
WL-03032336 Labor Open 4 $2,130.00 Dec 9, 9:40 PM
WL-03032337 Labor Open 1 $0.00 Dec 9, 9:40 PM

Details