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)
• 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).
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

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.

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

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.

2. 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.
3. 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.

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.

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.