📍 Baystate Medical Center — 30 Bobala Rd, Holyoke MA, 01040
Sep 5, 2025 → Apr 2, 2026
✅ Completed
PC
SLA Clock
Per client agreement · Target: May 14, 2026
✓ SLA Met (30 biz days early)
Active: 27 biz days
Paused: 114 biz days
🕐 Clock stopped: Tech Off Site (Apr 2, 2026)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸114d
⏸ Clock Paused
Status: Ready for Release
Sep 5 → Feb 24, 2026
114 business days (not counted)
27d
▶ Clock Running
Status: Scheduled
Feb 24 → Apr 2, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 27 of ? biz days used
Created: Sep 5, 2025Tech Off Site: Apr 2, 2026
Show SLA Clock Detail (4 periods)
Period
Status
Clock
Biz Days
Running Total
Sep 5 → Sep 5
Created
▶ Running
0
0
Sep 5 → Feb 24
Ready for Release
⏸ Paused
114
—
Feb 24 → Apr 2
Scheduled
▶ Running
27
27
Apr 2 → Apr 2
Tech On Site
▶ Running
0
27
Dispatch0.0d
Holding114.3d (excluded)
Coordinators28.0d
Field Work0.5d
Billing1.4d
✓ SLA Met
Dispatch
0.0 days
Holding(excluded from total)
114.3 days
Coordinators
28.0 days
Over SLA
Field Work
0.5 days
Billing
1.4 days
Over SLA
Created: Sep 5, 2025
Due: May 14, 2026
Completed: Apr 2, 2026 (42 days early)
📅
141.4 daysTotal Age
⏱️
114.3d in Ready for ReleaseLongest Stage
🔄
8 transitionsStatus Changes
⚠️
30.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
8 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 343 days old
🚨
Primary Delay114.3 days stuck in "Ready for Release"
⏱️
Total Delay30.0 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
Ready for Release
114.3d
Scheduled
28.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.5d / 1.0d SLA
07e-Partial Project
2.0d
Ready to Bill
1.4d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
02/24/2026 mklose Kristen confirm April 2nd.
02/23/2026 mklose called Christopher line just beeps fast, resending email.
02/23/2023 mklose called Kristen, VM/LVM Sending email
02/16/2026 mklose sent email to Kristen Steele, POC Per Nigel
02/16/2026 mklose sent email to Kristen Steele, POC per Nigel.
02/04/2026 Rbailey - Called 413.794.0774 Alt # for Nicole. NA Got the VM for EJ Vanderleeden in CE. Left VM for FU but advised I was calling for Nicole and I was resending email
02/04/2026 Rbailey - Called 413.896.9708 for Kristen Steele. Per email from Nigel he is Retiring on the 30th and he advised to Work with Kristen. NA No Name. Left VM for FU Advised I would try Alt # and then also send email too
kristen.steele@baystatehealth.org
01/28/2026 Rbailey - Called 413.896.9104 NA Got the VM for Nigel. Left VM for FU. Resending email for visibility as well
01/09/2026 Rbailey - Sent 1st attempt email to Nigel Cubin nigel.cubin@baystatehealth.org to propose Joseph Nuovo come onsite Apr 1st
🔧Work Performed
PM
🔍Technician Findings
Device passed all PM tests.
⚠️Problem Description
EPIQ CVx Ultrasound System - IP 118545919 - SN US425B1257
📞Call Description
PM - Warranty - BG Required PM
📋
0-0-0
Completed Apr 7, 2026
Tech Supervisor Spot Check
# of Critical Defects: 0
# of Major Defects: 0
# of Minor Defects: 0
# of EMSAR Defects: 0
Ultrasound - PM
a. Tools : Electrical Safety & Phantom – YES
b. Prontoforms – uploaded and correct template – YES
c. CSR – signed and uploaded to ServiceMax - YES
📧
send email reminder
Completed Feb 24, 2026
📞
Call
Completed Feb 23, 2026
02/23/2026 mklose called Christopher line just beeps fast, resending email.
📞
Call
Completed Feb 4, 2026
02/04/2026 Rbailey - Called 413.794.0774 Alt # for Nicole. NA Got the VM for EJ Vanderleeden in CE. Left VM for FU but advised I was calling for Nicole and I was resending email
📞
Call
Completed Feb 4, 2026
02/04/2026 Rbailey - Called 413.896.9708 for Kristen Steele. Per email from Nigel he is Retiring on the 30th and he advised to Work with Kristen. NA No Name. Left VM for FU Advised I would try Alt # and then also send email too
kristen.steele@baystatehealth.org
📞
Call
Completed Jan 28, 2026
01/28/2026 Rbailey - Called 413.896.9104 NA Got the VM for Nigel. Left VM for FU. Resending email for visibility as well
📧
Email: Authorized Service Partner, Philips ULS Preventive Maintenance - Baystate Medical Center - Holyoke, MA - WO-12831552
Completed Jan 9, 2026
To: nigel.cubin@baystatehealth.org
CC: megan.klose@emsar.com; central.scheduling@emsar.com; ricky.bailey@emsar.com
BCC: ricky.bailey@emsar.com
Attachment: ASP Authorization Letter EMSAR 10-02-2025 - signed.pdf
Subject: Authorized Service Partner, Philips ULS Preventive Maintenance - Baystate Medical Center - Holyoke, MA - WO-12831552
Body:
Hi Nigel,
I am assisting Megan Klose and we are writing to you today with a proposed date for your upcoming Warranty PM. We will have an FSE in the area
📧
Email_Confirmed
Completed Jan 9, 2026
01/09/2026 Rbailey - Sent 1st attempt email to Nigel Cubin nigel.cubin@baystatehealth.org to propose Joseph Nuovo come onsite Apr 1st
📅
WO-01302470 - PM - DD: 05/14/2026 - Ultrasound - Holyoke - Baystate Medical Center
Apr 2, 2026 9:15am – 11:15am
Work Order: WO-01302470
Account: PHILIPS HEALTHCARE
Customer Case Number: WO-12831552
Location: Baystate Medical Center
Address: 30 Bobala Rd, Holyoke, MA 01040
Manufacturer: Philips Healthcare
Model #: Ultrasound
Serial #: US425B1257
Contact Name: Kristen Steele
Contact Phone: 413-896-9708
Contact
Timeline
📋
Work Order Created Sep 5, 5:02 PM
Work Order:WO-01302470
Type:PM
Priority:PC
✅
Status: Ready for Release by Mandy NewmanSep 5, 5:20 PM