📍 Publix 1152 — 11245 North Us 301, Parrish FL, 34219
Nov 14, 2025 → Mar 18, 2026
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 20, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 78 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Mar 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸78d
⏸ Clock Paused
Status: Awaiting Parts
Nov 14 → Mar 12, 2026
78 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 12 → Mar 13, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 13 → Mar 18, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Nov 14, 2025Tech Off Site: Mar 18, 2026
Business Days Used4 / 4
04d budget
Show SLA Clock Detail (6 periods)
Period
Status
Clock
Biz Days
Running Total
Nov 14 → Nov 14
Created
▶ Running
0
0 / 4
Nov 14 → Nov 14
L2 Screening
▶ Running
0
0 / 4
Nov 14 → Mar 12
Awaiting Parts
⏸ Paused
78
—
Mar 12 → Mar 13
Ready for Scheduling
▶ Running
1
1 / 4
Mar 13 → Mar 18
Scheduled
▶ Running
3
4 / 4
Mar 18 → Mar 18
Tech On Site
▶ Running
0
4 / 4
Dispatch0.1d
Material Management78.4d
Coordinators5.4d
Field Work0.2d
Billing1.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
78.4 days
Over SLA
Coordinators
5.4 days
Over SLA
Field Work
0.2 days
Billing
1.0 days
Created: Nov 14, 2025
Due: Nov 20, 2025
Completed: Mar 18, 2026 (117 days late)
📅
82.5 daysTotal Age
⏱️
78.4d in Awaiting PartsLongest Stage
🔄
9 transitionsStatus Changes
⚠️
78.3d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 272 days old
🚨
Primary Delay78.4 days stuck in "Awaiting Parts"
⏱️
Total Delay78.3 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
0.1d / 1.0d SLA
Awaiting Parts
78.4d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
3/13/26 AJinerson - WO released after SLA. No chance of meeting SLA.
871-0001-02R IS OUT OF STOCK 11/17/2025 JJ
🔧Work Performed
Replaced top monitor, logged into kiosk to set recommended resolution for top monitor and touchscreen. Top monitor now working properly.
🔍Technician Findings
Top monitor displaying black screen, no physical damage found.
⚠️Problem Description
Tech will be shipped replacement advertisement monitor.
Tech will replace and restore functionality.
Top monitor is not displaying.
Resolution settings
1440×900 / 60HZ top
800×600 / 60HZ bottom
Use this password to access the kiosk: 3P3GWWQ!
If swapping out a PC, you would use: miker0me0g0lfech0
There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.
**ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄Description
Merge KMY Kiosk
📋
Inbound from +19417760890
Completed Jan 20, 2026
Amanda was calling to report issue. I advised that there is already a WO for it.
Work Order: WO-01315430
Account: HIGI LLC
Customer Case Number:
Location: Publix 1152
Address: 11245 North Us 301, Parrish, FL 34219
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120630950-1606
Contact Name:
Contact Phone:
Contact Email:
Due Date: 11/20/2025
Scheduled Da