📍 Roanoke Fire EMS — 713 3rd St SW, Roanoke VA, 24016
Nov 12, 2025 → May 23, 2026
✅ Completed
PC
SLA Clock
Per client agreement · Target: Jun 29, 2026
✓ SLA Met (24 biz days early)
Active: 32 biz days
Paused: 99 biz days
🕐 Clock stopped: Completed (May 23, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Nov 12 → Nov 14, 2025
2 business days (not counted)
24d
▶ Clock Running
Status: On Hold
Nov 14 → Dec 22, 2025
24 business days (counted)
Running total: 24 of ? biz days used
⏸97d
⏸ Clock Paused
Status: Ready for Release
Dec 22 → May 12, 2026
97 business days (not counted)
▶ Clock Running
Status: Scheduled
May 12 → May 20, 2026
6 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 20 → May 23, 2026
2 business days (counted)
Running total: 32 of ? biz days used
Created: Nov 12, 2025Completed: May 23, 2026
Show SLA Clock Detail (6 periods)
Period
Status
Clock
Biz Days
Running Total
Nov 12 → Nov 12
Created
▶ Running
0
0
Nov 12 → Nov 14
Ready for Release
⏸ Paused
2
—
Nov 14 → Dec 22
On Hold
▶ Running
24
24
Dec 22 → May 12
Ready for Release
⏸ Paused
97
—
May 12 → May 20
Scheduled
▶ Running
6
30
May 20 → May 23
Tech On Site
▶ Running
2
32
Dispatch0.0d
Holding125.6d (excluded)
Coordinators6.7d
Field Work3.0d
Billing1.4d
✓ SLA Met
Dispatch
0.0 days
Holding(excluded from total)
125.6 days
Coordinators
6.7 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
1.4 days
Over SLA
Created: Nov 12, 2025
Due: Jun 29, 2026
Completed: May 23, 2026 (37 days early)
📅
131.6 daysTotal Age
⏱️
98.0d in Ready for ReleaseLongest Stage
🔄
10 transitionsStatus Changes
⚠️
7.1d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
23 linesWork Details
🚩
3 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Patricia Gordon — scheduling delays attributed to technician, not coordinators
Visit 1May 20, 2026
Visit 2May 21, 2026
Visit 3May 22, 2026
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 276 days old
🚨
Primary Delay98.0 days stuck in "Ready for Release"
⏱️
Total Delay7.1 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
100.6d
On Hold
25.0d
Scheduled
6.7d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
07e-Partial Project
2.4d
Ready to Bill
1.4d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
05/12/2026 THolmes - Per conversation with POC and Fady, dispatching to FSE Patty for next week 5/18.
04/21/2026 Rbailey - Rcvd email from Battalion Chief of EMS Duane Noell "I show that I have ever item on this list except for SN 7022.000585 and SN 615657. With that being said I have quite a few Monitors at the work bench with some of them being there for over 6 months. So I can not say what loaner monitors I have or when I will get the originals back." Planner on Copy
04/21/2026 Rbailey - Called 540.853.2327 Spoke with Oper who advised that his name is Duane Noell with no E at the end and email follows. Resending email for Visibility
duane.noell@roanokeva.gov
04/20/2026 Rbailey - Called 540.853.2327 Advised to CB tomorrow
03/18/2026 - ARuby - called Duane Noelle 540-853-5854. VM/LM. Sent email to Duane.noelle@roanokeva.gov
12/22/2025 MNewman - New PWO created for this location. Updated EWO with new PWO information. Fady sent email to Hunter Pilkins hpilkins@stanlycountync.gov advising that we will be completing their annual PM on their Tempus devices in March 2026. Also advised that we will reach back out in late February to lock in the dates. Some devices on this case are at the location below. Research needed on other devices located at Roanoke. Mandy reviewing
Stanly County Emergency Services
201 South Second St
Albemarle, NC 28001
Cell: (980) 410-2182
Office: (704) 986-3060
hpilkins@stanlycountync.gov
🔧Work Performed
5/20 - Travel to site. setup equipment. Performed Tempus PM and T&V per instruction successfully on multiple devices. Travel from site.
5/21 - While onsite, Performed Tempus PM and T&V per instruction successfully on multiple devices. Travel from site.
5/22 - while onsite, packed up equipment. work with Chief Noell on plan for return to finish remaing devices. Travel from site to home office. (stop at Fedex to return equipment)
Time spent reviewing work, emails, phonecalls.
🔍Technician Findings
Annual Tempus PM required
⚠️Problem Description
Tempus LS Man Defibrillator - SN7022.000593 - IP91858568
📄Description
Philips Healthcare Tempus Pro Patient Monitor
📞Call Description
PM - Contract - BG Required PM
📞
Call
Completed Apr 21, 2026
04/21/2026 Rbailey - Called 540.853.2327 Spoke with Oper who advised that his name is Duane Noell with no E at the end and email follows. Resending email for Visibility
duane.noell@roanokeva.gov
📞
Call
Completed Apr 20, 2026
04/20/2026 Rbailey - Called 540.853.2327 Advised to CB tomorrow
📧
Email: Authorized Service Partner, Philips Tempus PM Scheduling Request 2025 - Roanoke Fire EMS - Roanoke, VA
Completed Mar 18, 2026
To: Duane.noelle@roanokeva.gov
CC: central.scheduling@emsar.com; autumn.ruby@emsar.com; shelby.robinson@emsar.com
BCC:
Attachment: Roanoke Fire EMS Tempus list.xlsx
Subject: Authorized Service Partner, Philips Tempus PM Scheduling Request 2025 - Roanoke Fire EMS - Roanoke, VA
Body:
Hello Duane,
I'm following up on a VM I left you about some Tempus units that have upcoming preventative maintenance due in May 2026.
I am emailing you to confirm the information below and set a scheduled date
📧
Live Call_Followed Up With Email
Completed Mar 18, 2026
03/18/2026 - ARuby - called Duane Noelle 540-853-5854. VM/LM. Sent email to Duane.noelle@roanokeva.gov
📅
WO-01314876 - Preventive Maintenance - DD: 6/29/2026 - - Tempus Pro - Roanoke - Roanoke Fire EMS
May 18, 2026 8:00am – 5:00pm
Work Order: WO-01314876
Account: PHILIPS HEALTHCARE
Customer Case Number: WO-14090859
Location: Roanoke Fire EMS
Address: 713 3rd St SW, Roanoke, VA 24016
Manufacturer: Philips Healthcare
Model #: Tempus Pro
Serial #: 7022.000593
Contact Name: Duane Noelle
Contact Phone: 540-853-5854
Contact Email:
Timeline
📋
▶
2
Work Order Created Nov 12, 1:56 PM
Work Order Created → Status: Ready for Release
✅
Status: Ready for Release by Mandy Newman
From:Entered
To:Ready for Release
Duration in Previous:4m
⏳3.0 business days
⏸️
Status: On Hold by Mandy NewmanNov 14, 11:10 AM
From:Ready for Release
To:On Hold
Duration in Previous:1d 21h
🚨25.0 business days
✅
Status: Ready for Release by Mandy NewmanDec 22, 9:59 AM