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WO-01326853 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • PC

📍 Guardant Health Redwood City — 505 Penobscot Drive, Redwood City CA, 94063

Dec 16, 2025 → Dec 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (5 biz days early)
Active: 5 biz days
🕐 Clock stopped: Tech Off Site (Dec 23, 2025)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 17 → Dec 22, 2025
3 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 5 of ? biz days used
Created: Dec 16, 2025 Tech Off Site: Dec 23, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0
Dec 16 → Dec 17 Assigned ▶ Running 1 1
Dec 17 → Dec 22 Scheduled ▶ Running 3 4
Dec 22 → Dec 23 Tech On Site ▶ Running 1 5
Dispatch 0.1d
Coordinators 5.2d
Field Work 2.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.1 days
Coordinators
5.2 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
0.0 days
Created: Dec 16, 2025 Due: Dec 31, 2025 Completed: Dec 23, 2025 (8 days early)
📅
5.5 days Total Age
⏱️
4.0d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
6.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552054
FW: EMSAR IQOQ Request - Redwood City Centrifuges - 8032866876
Closed
These are centrifuges (SOL-100074) and will take 1 day on-site to complete. The customer has requested service before the end of the year if possible.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Sherry Reich
Created
Dec 16, 2025
Work Orders from this Case (4)
WO-01326852 Invoiced
IOQ • Kwame Cobb
Created: Dec 16, 2025 • Closed: Dec 23, 2025
WO-01326853 (current) Invoiced
IOQ • Kwame Cobb
Created: Dec 16, 2025 • Closed: Dec 23, 2025
WO-01326854 Invoiced
IOQ • Kwame Cobb
Created: Dec 16, 2025 • Closed: Dec 23, 2025
WO-01326855 Invoiced
IOQ • Kwame Cobb
Created: Dec 16, 2025 • Closed: Dec 25, 2025
Completed with minor delays
Invoiced • 78 days old
🚨
Primary Delay 4.0 days stuck in "Closed"
⏱️
Total Delay 6.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
L2 Screening
0.1d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
L2 Review
0.2d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.23.25 Hshaw - email Avantor for a PO. Current PO is invalid PO.

🔧 Work Performed
Completed IOQ per instructions.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
These are centrifuges (SOL-100074) and will take 1 day on-site to complete. The customer has requested service before the end of the year if possible.
📄 Description
Eppendorf Centrifuge Benchtop Refrigerated or Constant Temp 5810 Series (5810 5810 R)

Timeline

📞
Case Linked Dec 16, 11:13 AM
Case Number: 00552054
Subject: FW: EMSAR IQOQ Request - Redwood City Centrifuges - 8032866876
Status: Closed
📋
Work Order Created Dec 16, 3:00 PM
Work Order: WO-01326853
Type: IOQ
Priority: PC
📅
Status: Ready for Scheduling by Alan Adams Dec 16, 4:06 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1h 6m
👷
▶
2 Technician Assigned Dec 16, 4:24 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18m
🗓️
▶
2 Status: Scheduled Dec 17, 12:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-22T14:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Kwame Cobb Dec 22, 11:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
🚗
Status: Tech Off Site by Kwame Cobb Dec 23, 8:00 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 20h 44m
⏱️
Labor Added Dec 23, 8:06 AM
Type: Labor
Status: Open
Qty: 2
✔️
▶
2 Status: Completed Dec 23, 8:15 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
👀
Status: L2 Review by Alan Adams Dec 23, 8:25 AM
From: Closed
To: L2 Review
Duration in Previous: 9m
🏁
Status: Closed by Alan Adams Dec 23, 9:58 AM
From: L2 Review
To: Closed
Duration in Previous: 1h 32m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Dec 29, 10:29 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Hannah Shaw Dec 29, 10:35 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 22.0 business days
🧾
Invoice Created Jan 29, 6:14 PM
Invoice Number: SM-250039

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.6 business hours
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.7 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00552054
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Dec 22, 9:00 AM
Created
Dec 16, 3:00 PM
Invoice #
SM-250039

Work Details (1)

Name Type Status Qty Amount Date
WL-03045979 Labor Open 2 $1,250.00 Dec 23, 8:06 AM

Details