Primary Delay67.7 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay14.9 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
8.8d / 1.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Awaiting Parts - Customer
67.7d
Reschedule
2.5d / 2.0d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
1/20 KKelch scheduled per logged email from Sarah
1/20 KKelch sent Sarah an email for scheduling due to FSE calling out
1/13 KKelch scheduled per logged email from Sarah
1/13 KKelch sent Sarah an email for rescheduling
1/12 KKelch scheduled per logged email from Sarah
1/9 KKelch sent Sarah an email for scheduling as she has confirmed the site is ready to be scheduled
11/20/25 CDempsey- part scheduled to ship in Dec.
10/8 KKelch called Sarah to let her know of the ship date and to give her my number.
🔧Work Performed
I arrived on location meet with point of contact. I then evaluated the wall that the unit will be mounted to. I meet with the superintendent of the construction and showed me more detail photo how wall was reenforced. I then removed the mounting bracket from the box ands then placed the template to the wall I then marked the area that the bolts will be screwed in. Mounting bracket was mounted I then installed all the item that came in the kit to fully install the main unit the arm and tube head with other swing arm. I then had the customer bring me a laptop to setup. I hen called midmark support and due to the new construction of the building no Wi-Fi was available tried hot spot on phone but was very slow. Was advised that customer call in when they get Wi-Fi established customer was inservice of the unit. But could not take images unit was left for service.
🔍Technician Findings
InstallIon of prodigy X-ray unit
⚠️Problem Description
VI-USA DENTAL IMAGING INSTALLATION, USA 12/01/2025 1 0.00 0.00
ACKNOWLEDGEMENT LINE
NOTES: Part Number: DCV7-G2X/H/S4
Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR
Serial Number:
Scheduled Ship Date: 12/1/2025
Sales Order #: 8648362
Customer PO #: N426370
📧
Email:Re: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Jan 20, 2026
From: shicks@ihacvet.com
To: kaitlyn.kelch@emsar.com
Cc: dcreditt@emsar.com, techsupport@emsar.com, JPShores@midmark.com
Honestly, any day that someone can get here, we will make it work. I will let the site supervisor know that we've had to move it again.
Thanks
Dr. Neisius
From: Kaitlyn Kelch <kaitlyn.kelch@emsar.com>Sent: Tuesday, January 20, 2026 8:07 AMTo: Dr Sarah Neisius <shicks@ihacvet.com>Cc: Dave Creditt <dcreditt@emsar.com>; techsupport <techsupport@emsar.com>; JP Shores
📧
Email:Re: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Jan 13, 2026
From: shicks@ihacvet.com
To: kaitlyn.kelch@emsar.com
Cc: dcreditt@emsar.com, techsupport@emsar.com, JPShores@midmark.com
Yes, we will make that work.
Thanks
Quoting Kaitlyn Kelch <kaitlyn.kelch@emsar.com>:
> Hi Sarah,
>
> Unfortunately, we need to reschedule this on our end. Would the 20th
> between 9 and 11 am work for you?
>
> Thank you,
>
> Kaitlyn Kelch
> Account Service Coordinator I-West District
> (937) 741-4389
> kaitlyn.kelch@emsar.com
> https://protect.checkpoint.com/v2/r01/___www
📧
Email:Re: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Jan 13, 2026
From: kaitlyn.kelch@emsar.com
To: shicks@ihacvet.com
Cc: dcreditt@emsar.com, techsupport@emsar.com, JPShores@midmark.com
Hi Sarah,
Unfortunately, we need to reschedule this on our end. Would the 20th between 9 and 11 am work for you?
Thank you, Kaitlyn KelchAccount Service Coordinator I-West District(937) 741-4389kaitlyn.kelch@emsar.comwww.emsar.comDisclaimer: The information in this e-mail is confidential and may be legally privileged; it is intended solely for the addressee. If you have
📧
Email:Re: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Jan 12, 2026
From: shicks@ihacvet.com
To: kaitlyn.kelch@emsar.com
Cc: dcreditt@emsar.com, techsupport@emsar.com, JPShores@midmark.com
Yes, that will work for us.
Thank you.
Quoting Kaitlyn Kelch <kaitlyn.kelch@emsar.com>:
> Hi Sarah,
>
> Thomas can be there on Friday between 1:30 and 2:30 pm if that works for you.
>
> Thank you,
>
> Kaitlyn Kelch
> Account Service Coordinator I-West District
> (937) 741-4389
> kaitlyn.kelch@emsar.com
> https://protect.checkpoint.com/v2/r01/___www.emsar.com___.YzJ1OmVtc2
📧
Email:Re: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Jan 9, 2026
From: kaitlyn.kelch@emsar.com
To: shicks@ihacvet.com
Cc: dcreditt@emsar.com, techsupport@emsar.com
Hi Sarah,
I do apologize about that. Would the 16th between 1:30 and 2:30 pm work for you?
Thank you, Kaitlyn KelchAccount Service Coordinator I-West District(937) 741-4389kaitlyn.kelch@emsar.comwww.emsar.comDisclaimer: The information in this e-mail is confidential and may be legally privileged; it is intended solely for the addressee. If you have received this communication in error you a
📋
Outbound to +13169423900
Completed Oct 8, 2025
10/8 KKelch called Sarah to let her know of the ship date and to give her my number.
📞
Call
Completed Oct 6, 2025
Survey received 10/6/25
📧
Email: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Completed Sep 26, 2025
To: shicks@ihacvet.com
CC:
BCC: dcreditt@emsar.com
Attachment: 2025-ah-dental-imaging-program.pdf, Indian Hills Wall Unit Pre-Install Survey-Wall- 06.19.2025.pdf
Subject: Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453 Midmark Wall Mounted Unit
Body:
Morning Sarah,
I'm Dave Creditt with Emsar Corp we do the Midmark X-Ray installs,your wall unit is set to ship 12/1/25. I have attached a pre-install survey we need filled out and emailed back,I also need two images one of t
📞
Call
Completed Sep 25, 2025
Oct 7, 2025 7:09am
@Stephanie Ramen Work Order 01306190 can be released for schedule.
📅
WO-01306190 - Installation - WICHITA - Indian Hills Animal Clinic
Jan 22, 2026 1:00pm – 3:00pm
Work Order: WO-01306190
Account: MIDMARK
Customer Case Number: 8662453
Location: Indian Hills Animal Clinic
Address: 1448 N Maize Rd STE 200, WICHITA, KS 67212
Manufacturer:
Model #:
Serial #:
Contact Name: Sarah Neisus
Contact Phone: 316-942-3900
Contact Email: shicks@ihacvet.com
Due Date: 1/16/
PDF
OM_198446444_8662453
Sep 25, 2025
PDF
Midmark FDA-2579_06-25-21-Secured
Sep 25, 2025
PDF
Indian Hills Wall Unit Pre-Install Survey-Wall- 06.19.2025
Oct 6, 2025
JPG
Indian image 1
Oct 7, 2025
JPG
Indian image 2
Oct 7, 2025
JPG
Indian image 3
Oct 7, 2025
PDF
Indian hill animal hosp acknowledgment
Jan 22, 2026
PDF
Indian hills animal hosp FDA Form
Jan 22, 2026
Timeline
📞
Case Linked Sep 25, 10:14 AM
Case Number:00530330
Subject:Vet Order - Indian Hills Animal Clinic - Wichita, KS - Quote #8662453
Status:Closed
📋
Work Order Created Sep 25, 1:01 PM
Work Order:WO-01306190
Type:Installation
Priority:PC
🔍
Status: L2 Screening by Shelby RobinsonSep 25, 1:20 PM
From:Entered
To:L2 Screening
Duration in Previous:19m
⚠️8.9 business days
📅
Status: Ready for Scheduling by Dave CredittOct 7, 7:09 AM
From:L2 Screening
To:Ready for Scheduling
Duration in Previous:11d 17h
⏳2.0 business days
👷
▶
2
Status: Assigned Oct 8, 9:27 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician:Thomas J Langenberg Jr
👤
Status: Awaiting Parts - Customer by Kaitlyn KelchOct 8, 2:39 PM
From:Assigned
To:Awaiting Parts - Customer
Duration in Previous:5h 11m
🚨68.0 business days
🔄
Status: Reschedule by Kaitlyn KelchJan 9, 9:02 AM
From:Awaiting Parts - Customer
To:Reschedule
Duration in Previous:92d 19h
⏳2.0 business days
🗓️
▶
2
Status: Scheduled Jan 12, 5:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For:2026-01-16T19:30:00.000+0000
🔄
Status: Reschedule by Kaitlyn KelchJan 13, 9:27 AM
From:Scheduled
To:Reschedule
Duration in Previous:16h 8m
🗓️
▶
2
Status: Scheduled Jan 13, 11:20 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For:2026-01-20T15:00:00.000+0000
⚠️6.0 business days
🔄
Status: Reschedule by Kaitlyn KelchJan 20, 9:08 AM