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WO-01350160 ↗ ServiceMax

Sono Bello • Inspection • PSM

📍 AL-Mobile — 1110 Montlimar Drive Suite 800, Mobile AL, 36609

Feb 6, 2026 → Feb 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✓ SLA Met (2 biz days early)
Active: 12 biz days
🕐 Clock stopped: Tech Off Site (Feb 25, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Feb 6 → Feb 10, 2026
2 business days (counted)
Running total: 2 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 24, 2026
9 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 12 of ? biz days used
Created: Feb 6, 2026 Tech Off Site: Feb 25, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0
Feb 6 → Feb 6 Entered ▶ Running 0 0
Feb 6 → Feb 6 Ready for Scheduling ▶ Running 0 0
Feb 6 → Feb 10 Assigned ▶ Running 2 2
Feb 10 → Feb 24 Scheduled ▶ Running 9 11
Feb 24 → Feb 25 Tech On Site ▶ Running 1 12
Dispatch 0.6d
Coordinators 12.4d
Field Work 2.2d
✓ SLA Met
Dispatch
0.6 days
Over SLA
Coordinators
12.4 days
Over SLA
Field Work
2.2 days
Over SLA
Created: Feb 6, 2026 Due: Mar 6, 2026 Completed: Feb 26, 2026 (8 days early)
📅
13.1 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
9.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565833
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=32917 Inspection Flag: ATTENTION TECHS! This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. ALL equipment found at the site is to be tagged with an EMSAR stickers and catalogued into inventory. This includes the following: PAL Handles AND the PAL Consoles Exam Tables Exam chairs All PAL HANDLES! Please verify the SN and inspect the quality of the asset. If the Serial Number is not legible, it must be reported to the Account Manager. The manager will need a photo of the handle showing the illegible number so that it can be sent to Sono Bello. There are also overhead lights in the ORs that are part of the ceiling that need to be checked and cataloged as well. These are much like the big mobile OR lights in our other centers. ATTENTION ALL COORDINATORS AND BILLING!! Please seek approval from the Account Manager before sending a technician more than 3 hours one way for any work order for Sono Bello. Repairs over $2k need to be sent to Andrew for approval. Andrew Von Tersch. Please send request for approval to the Account Manager
Priority
Standard
Origin
Email
Reason
New Case
Contact
Supply Chain Sono Bello
Owner
Leona Coonrod
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350160 (current) Invoiced
Inspection • Jason Cunningham
Created: Feb 6, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 26 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 9.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.6d / 0.5d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
2.2d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10/26 AJinerson - Sent email back to Pete Samson confirming we have tech scheduled to visit on Tuesday, 2/24 with arrival between 8am-10am (tech will travel in day before to start first thing in morning).

Asking Pete to confirm the below info for visit:

POC onsite: Summer Smith - Cell: 702-581-8694

Arrival Instructions: Sono Bello Mobile - 1110 Montlimar Drive Suite 800 Mobile, AL 36609


2/10/26 AJinerson - Confirmed w/ FSE to travel week of 2/23 - 2/25 to cover this inspection on Tues. 2/24 per customer's request.


2/10/26 AJinerson - Received email from Pete Samson confirming they would cover the cost for tech to travel over 3 hours for this, as long as we can service on 2/24. Checking w/ FSE if available to travel night of 2/23 to cover on 2/24 as customer requested.


2/6/26 AJinerson - Sent email to supplychain, ASM, and Pete Samson regarding nearest tech being over 3 hours 1 way, and asking for approval to proceed with scheduling with this technician.


2/6/26 AJinerson - Per chatter from ASM - send email to supplychain for approval on this - copy in ASM and psamson@sonobello.com for approval.


2/6/26 AJinerson - Confirmed via teams w/ sup RBerry that SLA for initial inspections are 30 days. Please return to Dispatch for correction.


2/6/26 AJinerson - WO released on 2/6 with SLA of 2/13. Checking w/ team if this is correct since it's an initial inspection.


Additionally, our nearest HCP tech is over 3 hours away: JCunningham @ 3 hours 15 mins 1 way/196 miles.

Sent chatter to ASM regarding tech being over 3 hours 1 way.

🔧 Work Performed
2/24 Jason - Initial Inspection Complete - Performed inspection on 106 devices. All devices passed inspection. Added all devices to the system and placed them back into service.
🔍 Technician Findings
Located all devices that needed to be inspected and added them to the system.
⚠️ Problem Description
Inspection: Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=32917 Inspection Flag: ATTENTION TECHS! This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. ALL equipment found at the site is to be tagged with an EMSAR stickers and catalogued into inventory. This includes the following: PAL Handles AND the PAL Consoles Exam Tables Exam chairs All PAL HANDLES! Please verify the SN and inspect the quality of the asset. If the Serial Number is not legible, it must be reported to the Account Manager. The manager will need a photo of the handle showing the illegible number so that it can be sent to Sono Bello. There are also overhead lights in the ORs that are part of the ceiling that need to be checked and cataloged as well. These are much like the big mobile OR lights in our other centers. ATTENTION ALL COORDINATORS AND BILLING!! Please seek approval from the Account Manager before sending a technician more than 3 hours one way for any work order for Sono Bello. Repairs over $2k need to be sent to Andrew for approval. Andrew Von Tersch. Please send request for approval to the Account Manager

Timeline

📞
Case Linked Feb 5, 2:27 PM
Case Number: 00565833
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 6, 8:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🆕
Status: Entered by Abby Jinerson Feb 6, 9:20 AM
From: Ready for Scheduling
To: Entered
Duration in Previous: 43m
📅
Status: Ready for Scheduling by Leona Coonrod Feb 6, 2:09 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 4h 48m
👷
▶
2 Technician Assigned Feb 6, 5:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 53m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Feb 10, 1:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-24T13:00:00.000+0000
⚠️ 6.0 business days
💵
2x Expenses Added Feb 18, 1:07 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jason Cunningham Feb 24, 9:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 19h
⏱️
▶
2 5x Labor Added Feb 24, 7:32 PM
5x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jason Cunningham
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 22m
⏳ 1.5 business days
💵
▶
3 3x Expenses Added Feb 25, 7:49 PM
3x Expenses Added → Status: Completed → Status: Closed
✔️
Status: Completed by Jason Cunningham
From: Tech Off Site
To: Completed
Duration in Previous: 1d 0h
🏁
Status: Closed by Jason Cunningham
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Diane Patton Feb 26, 10:52 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 15h 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 27, 3:44 PM
Invoice Number: SM-254953

Bottlenecks

Entered
Duration: 4.8 business hours (threshold: 4.0 business hours)
Exceeded by 0.8 business hours
Assigned
Duration: 2.2 business days (threshold: 4.0 business hours)
Exceeded by 1.7 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours

🔗 Related Artifacts

📞
Case 00565833
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Jason Cunningham
Scheduled
Feb 24, 8:00 AM
Created
Feb 6, 8:37 AM
Invoice #
SM-254953

Work Details (10)

Name Type Status Qty Amount Date
WL-03110387 Expenses Open 1 $0.00 Feb 18, 1:07 PM
WL-03110388 Expenses Open 1 $0.00 Feb 18, 1:07 PM
WL-03118565 Labor Open 0.25 $0.00 Feb 24, 7:32 PM
WL-03118566 Labor Open 8.25 $3,912.97 Feb 24, 7:32 PM
WL-03118567 Labor Open 0.25 $0.00 Feb 24, 7:32 PM
WL-03118568 Travel Open 3 - Feb 24, 7:32 PM
WL-03118569 Travel Open 3 - Feb 24, 7:32 PM
WL-03120241 Expenses Open 1 $0.00 Feb 25, 7:49 PM
WL-03120242 Expenses Open 1 $0.00 Feb 25, 7:49 PM
WL-03120243 Expenses Open 1 $0.00 Feb 25, 7:49 PM

Details