Zone 1
NWD sticking button
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for
authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision
to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts
identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
Primary Delay4.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay5.8 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 Scheduling
4.3d / 1.0d SLA
Awaiting Parts - Customer
1.9d
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
2-12 Mburris email from POC Sarah to set 2-17 3pm
2-12 Mburris email sent to POC
2-12 Mburris called LM on Vmail
02/09/2026 EMartin
Order No: 753952
Customer PO No: SR1532494
Customer: Granite Bay Veterinary Clinic
Service Request NO: 1532494
Ship To Name: Granite Bay Veterinary Clinic
Ship To Address: 6500 Douglas Blvd.
Ship To City/State: GRANITE BAY, CA 95746
Waybill (Tracking #): 1ZE444250346768138
Carrier: UPS-Parcel-Ground
The following items have shipped from Midmark Corporation on: 06-FEB-2026
LINE NO: 1.1 QTY: 1 ITEM: 015-10362-00 SERIAL #: DESCRIPTION: M9/M11 MEMBRANE SWITCH
🔧Work Performed
Replaced touchpad and tested all keys. All keys are responding properly. Ran a test cycle and the sterilizer completed the cycle without any issues.
🔍Technician Findings
Confirmed unit has sticking buttons. Multiple buttons were unresponsive when pressed. Customer provided replacement touchpad.
⚠️Problem Description
Zone 1
NWD sticking button
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for
authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision
to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts
identification, contact Veterinary Tech Service at 844-856-1232, option 1. Thank you!
📄Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)
📧
Email:RE: EMSAR Request for service at Granite Bay Veterinary Clinic (Email to schedule service)
Completed Feb 12, 2026
From: info@granitebayvet.com
To: michael.burris@emsar.com
Perfect! 2/17 between 230-330pm works. We will see you then.
From: Michael Burris <michael.burris@emsar.com>
Sent: Thursday, February 12, 2026 9:27 AM
To: Staff <info@granitebayvet.com>
Subject: EMSAR Request for service at Granite Bay Veterinary Clinic (Email to schedule service)
Hi Sarah Brandley,
I hope you're doing well. I wanted to inform you that we’ve received the tracking information for the par
📧
Email: EMSAR Request for service at Granite Bay Veterinary Clinic (Email to schedule service)
Completed Feb 12, 2026
To: info@granitebayvet.com
CC:
BCC: michael.burris@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at Granite Bay Veterinary Clinic (Email to schedule service)
Body:
Hi Sarah Brandley,
I hope you're doing well. I wanted to inform you that we’ve received the tracking information for the parts required for your service. We’re now ready to schedule your appointment to complete the [repair/maintenance] on your Autoclave sticking button.
We currently have availability on 2-
📋
Outbound to +19167911143
Completed Feb 12, 2026
2-12 Mburris called LM on Vmail
📧
Email: WO-01350168
Completed Feb 6, 2026
To: info@granitebayvet.com
CC:
BCC:
Attachment: --none--
Subject: WO-01350168
Body:
Hello,
We have received your Midmark repair request and have created a work order for you, WO-01350168. You will get a phone call from a coordinator to schedule this visit.
EMSAR DISPATCH
800-543-2787
📞
Call
Completed Feb 6, 2026
location not open yet time zone sending an email
📅
WO-01350168 - Repair - M11 (Series) - GRANITE BAY - Granite Bay Veterinary Clinic
Feb 17, 2026 5:30pm – 7:00pm
Work Order: WO-01350168
Account: MIDMARK
Customer Case Number: SR 1532494
Location: Granite Bay Veterinary Clinic
Address: 6500 Douglas Blvd, GRANITE BAY, CA 95746
Manufacturer: Midmark Corp
Model #: M11 (Series)
Serial #: V2450284
Contact Name: Sarah Brandley
Contact Phone: 19167911143
Contact Emai
PDF
00565958 SRA
Feb 6, 2026
PDF
00565958 SRA
Feb 17, 2026
Timeline
📞
Case Linked Feb 6, 7:02 AM
Case Number:00565958
Subject:Repair
Status:Closed
📋
▶
3
Work Order Created Feb 6, 9:05 AM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type:Parts
Status:Open
Qty:1
📅
Status: Ready for Scheduling by Jessica Sells
From:Entered
To:Ready for Scheduling
Duration in Previous:1m
👷
▶
2
Technician Assigned Feb 6, 11:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling, Assigned
To:Assigned, Awaiting Parts - Customer
Duration in Previous:2h 41m, 0m
⏳2.0 business days
📅
Status: Ready for Scheduling by Erin MartinFeb 9, 10:17 AM
From:Awaiting Parts - Customer
To:Ready for Scheduling
Duration in Previous:2d 22h
⏳4.0 business days
📅
▶
2
Dispatch Scheduled Feb 12, 12:43 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From:Ready for Scheduling
To:Scheduled
Duration in Previous:3d 2h
⏳3.0 business days
🔧
Status: Tech On Site by Angel RiosFeb 17, 6:39 PM
From:Scheduled
To:Tech On Site
Duration in Previous:5d 5h
⏱️
2x Labor Added Feb 17, 6:50 PM
Type:Labor, Travel
Status:Open
Qty:0.75, 23
✔️
▶
2
Status: Completed Feb 17, 7:24 PM
Status: Completed → 2x Labor Added
⏱️
2x Labor Added
Type:Labor, Travel
Status:Open
Qty:1.5, 46
⏱️
▶
2
Labor Added Feb 17, 9:28 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From:Completed
To:Closed
Duration in Previous:2h 5m
⏳3.3 business days
📄
▶
2
Status: Ready to Bill Feb 20, 6:49 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:1m
⏳0.6 business days
🧾
Invoice Created Feb 22, 12:06 PM
Invoice Number:SM-254625
Bottlenecks
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)