---
title: "Complaints & Technical Support Management"
description: "Apni Pathshala VED | Standard Operating Procedure - **Target Audience:** POD Leaders, Operations Coordinators, Operations Managers, & Website / Technical POM Team - **Platform:** Apni Pathshala VED ([https://ved.apnipathshala.org](https://ved.apnipathshala.org)) - **Version:** v1.0 - **Last Updated:** Sep 04, 2026 ### **Purpose** This…"
url: "https://www.apnipathshala.org/guide/complaints-technical-support-management/"
updated: "2026-10-15"
category: "Software & Portal Guides"
---

# Complaints & Technical Support Management

Apni Pathshala VED | Standard Operating Procedure

- **Target Audience:** POD Leaders, Operations Coordinators, Operations Managers, & Website / Technical POM Team
- **Platform:** Apni Pathshala VED ([https://ved.apnipathshala.org](https://ved.apnipathshala.org))
- **Version:** v1.0
- **Last Updated:** Sep 04, 2026

### **Purpose**

This Standard Operating Procedure (SOP) provides POD Leaders, Operations Coordinators, and Technical Team members with a structured framework for logging, categorizing, tracking, and resolving operational and hardware complaints within the Apni Pathshala VED ecosystem. It covers SLA/TAT tracking, evidence uploads, SCOGO field technician dispatches, and bulk complaint imports.

### **System Access**

1. Navigate to the VED Login Portal ([https://ved.apnipathshala.org/login](https://ved.apnipathshala.org/login)).
2. Log in using your authorized credentials (POD Leader / Admin account).
3. Locate the **Complaints** module in the left sidebar navigation under the **Operations / Management** category.
4. Direct URL Path: [https://ved.apnipathshala.org/app/complaints](https://ved.apnipathshala.org/app/complaints)

![](https://www.apnipathshala.org/wp-content/uploads/2026/10/Red-Highlight-on-Complaints-Dashboard.jpg)

### **Complaint Classifications & SLA Matrix**

The following table outlines the complaint categories, severity levels, target Turnaround Times (TAT), and typical issues logged within VED.

| **Category** | **Severity Levels** | **Target SLA / TAT** | **Typical Issues & Equipment Included** |
| --- | --- | --- | --- |
| **OPERATIONS** | Low, Medium, High | 24 - 48 Hours | Internet downtime, UPS backup failure, power socket issues, seating arrangements |
| **RESOURCES** | Medium, High, Critical | 12 - 24 Hours | Hardware failure: CPU, Monitor, Keyboard, Mouse, Webcam, Headphones, Cables |
| **STUDENT** | Low, Medium | 24 - 72 Hours | Attendance discrepancies, batch assignment errors, learning portal access issues |
| **REPORTING** | Low, Medium | 48 Hours | Daily report mismatch, KPI data sync delays, dashboard metrics errors |
| **OTHER** | Low, Medium | 48 Hours | Facility cleanliness, general maintenance, minor administrative queries |

### **Workflow 1: Logging a New Complaint & Evidence Upload**

When a technical fault or operational disruption occurs at a POD, follow these steps to log a formal complaint:

1. **Access Module:** Navigate to **Complaints** (/app/complaints) and click the **+ New Complaint** button.

![](https://www.apnipathshala.org/wp-content/uploads/2026/10/Dark-Complaints-Dashboard-with-Highlighted-Submit-Button-1024x503.jpg)

1. **Select POD & Category:** Choose your assigned POD location and select the appropriate category (OPERATIONS, RESOURCES, STUDENT, REPORTING, or OTHER).
2. **Specify Hardware (If Applicable):** If the issue relates to hardware (RESOURCES), check the specific affected part (CPU, MONITOR, KEYBOARD, MOUSE, WEBCAM, CABLES, HEADPHONE).
3. **Set Severity:** Assign severity (LOW, MEDIUM, HIGH, or CRITICAL) based on operational impact.
4. **Describe Issue:** Provide a concise summary and detailed description (e.g., "Monitor screen flickering continuously during afternoon batch").
5. **Upload Visual Evidence:** Attach clear photo or video proof (JPEG, PNG, WEBP, PDF up to 10MB) showing the physical tag or defect.
6. **Submit Ticket:** Click **Create Complaint**. The system generates a unique Ticket ID (e.g., CMP-2026-0892) and notifies the Technical Operations Team.

![](https://www.apnipathshala.org/wp-content/uploads/2026/10/Dark-Mode-Complaint-Form-Highlight-1.jpg)

### **Workflow 2: Ticket Tracking, Updates & SCOGO Field Dispatch Integration**

Track resolution progress and coordinate with field technicians through the active ticket workflow:

1. **View Ticket Status:** In the Complaints list, monitor ticket statuses: OPEN, IN_PROGRESS, ON_HOLD, or RESOLVED.

![](https://www.apnipathshala.org/wp-content/uploads/2026/09/image-3-1-1024x486.jpg)

1. **Post Timeline Updates:** Click on any ticket to open the details view. Add internal notes or public updates. Select visibility:
   - **EVERYONE:** Visible to POD Leaders and center staff.
   - **ADMIN_ONLY:** Confidential internal notes for Technical Operations & POM Team.
2. **Escalate to Field Technician (SCOGO Dispatch):**
   - For hardware issues requiring on-site repair, click **Dispatch SCOGO Technician**.
   - Confirm site contact details, center address, and hardware serial numbers.
   - Click **Generate SCOGO Ticket**. The system synchronizes status updates directly from the SCOGO vendor portal into VED.

![](https://www.apnipathshala.org/wp-content/uploads/2026/09/image-4-1-1024x228.jpg)

### **Workflow 3: Resolving, Closing, and Bulk Importing Complaints**

Complete ticket lifecycles and maintain historical audit records:

1. **Upload Resolution Evidence:** When the issue is resolved on-site, open the ticket and click **Mark as Resolved**.
2. **Record Resolution Details:** Input resolution notes (e.g., "Replaced damaged HDMI cable with new stock asset #CAB-8821").
3. **System SLA/TAT Audit:** Upon resolution, VED automatically calculates exact Turnaround Time (TAT) against the SLA benchmark.
4. **Bulk Import Complaints (Admin / Operations):**
   - For offline logs or batch updates, click **Import CSV**.
   - Download the official CSV template (COMPLAINT_IMPORT_TEMPLATE_CSV).
   - Fill in POD keys, titles, categories, severities, and timestamps.
   - Drag and drop the CSV file into the importer and click **Validate & Import**.

![](https://www.apnipathshala.org/wp-content/uploads/2026/10/Dark-Complaints-Dashboard-with-Import-Highlight-1024x342.jpg)

### **Best Practices & Operational Guidelines**

- **Immediate Logging:** Always log hardware and internet failures within 30 minutes of occurrence to prevent SLA penalties.
- **Clear Evidence:** Ensure hardware serial stickers and defect areas are clearly readable in attached photographs.
- **Accurate Categorization:** Never mark minor queries as CRITICAL; reserve CRITICAL for complete center outages or severe safety hazards.
- **Daily Review:** POD Leaders must review all OPEN and IN_PROGRESS complaints during morning alignment.

### **Support & Assistance**

- **Technical POM Escalations:** Coordinate directly with the Website & Technical Operations POM Team for unresolved SCOGO tickets or SLA breaches.
- **Portal Support:** Use the **Request Support Call** button on the VED dashboard for urgent platform issues.