Complaint registration
Capture category, priority, location, contact details and site photos. Each complaint receives a ticket ID, timestamps and an SLA deadline.
AGNI · Service operations
AMC Service Management Platform for MEPF & ELV Operations
From a reported fault to a documented service visit. One connected workflow for customers, field engineers and the Head Office service desk.
Complaint registration · Rule-based dispatch · SLA monitoring · Digital service reports
Who it is for
One service workflow. Clearly separate responsibilities.
AMC & corporate clients
Facilities teams managing plants, equipment and contracted maintenance.
Residential customers
Individual service requests without an annual contract.
Freelance engineers
Qualified MEPF and ELV specialists carrying out assigned work.
HO & helpdesk teams
Operational oversight, engineer verification and service follow-up.
How it works
A traceable path from complaint to closure
- 01
Register
Sign in, describe the issue and attach site photos. A ticket and SLA deadline are created.
- 02
Dispatch
Eligible engineers are matched by service requirements; HO manages exceptions and reassignment.
- 03
Attend & report
The engineer accepts, travels, checks in, diagnoses and requests estimate approval where needed.
- 04
Review & close
Completed work and reports are reviewed by the customer, followed by closure and feedback.
Platform features
Tools built around the service lifecycle
Customer portal
View your own registered company, plants, equipment, complaints, permitted engineer details, service reports and feedback.
Engineer auto-dispatch
Rule-based matching uses skills, service region, available location, availability, workload and rating. HO can assign or reassign manually.
Instant individual service
Residential users can register an individual complaint without an AMC. Chargeable work follows engineer quotation and customer approval.
Corporate complaint handling
Corporate complaints enter the HO workflow and trigger helpdesk email events for deployment and SLA follow-up.
Engineer portal
Accept or decline with a reason, update travel progress, check in/out, upload before/after photos and document work and materials.
HO control room
Monitor the complaint lifecycle, service assets, engineer profiles, SLA breaches, feedback and invoice records. Authorized admins manage roles and dispatch settings.
SLA workflow
Time-based progress indicators and scheduled breach detection support operational follow-up. Response targets remain subject to your service contract.
Email notifications
Lifecycle events use the platform mailer for registration, assignment, status updates, completion, estimates and SLA breach notifications. Inbox delivery is not independently verified.
Benefits
Less ambiguity. Better operational follow-through.
Keep service records together rather than scattered across calls and messages. Visibility is based on account roles and authorized records.
- A consistent intake process for each complaint
- Documented responsibility and progress at each service stage
- Shared SLA visibility for customers and the HO desk
- Service photos, reports and feedback linked to the job
Current platform status
Available workflows. Explicit integration limits.
Available in the web platform
- Complaint registration and file uploads
- Rule-based engineer dispatch and HO reassignment
- SLA tracking and operational monitoring
- Customer and engineer service workflows
- Email alert events through the platform mailer
Scheduled breach checks run every 15 minutes on the always-running published service. In preview, scheduled work runs only while the preview is open. Email inbox delivery and store entitlement verification need operational checks before rollout. Available does not mean independently security-certified.
Planned / requires configuration
- SMS alerts to customers and engineers
- Dedicated mobile app and push notifications
- Live GPS movement, map dispatch and route ETA
- Live payments where no provider is connected
- Engineer reimbursements and finance reconciliation
These items are not presented as live services. No uptime, automatic scaling or guaranteed resolution claim is made.
Choose your workspace
Access the right portal
Looking for annual coverage? View AMC plans or explore our MEPF & ELV services.
Frequently asked questions
Before you raise a service request
Do I need an AMC to raise a complaint?
An active AMC subscription is required for AMC-covered complaints. Individual residential and corporate service complaints can be raised without an AMC after signing in.
How is an engineer selected?
The dispatch workflow looks for an active, available engineer with matching skills and service region. Available GPS coordinates, workload and rating support ranking. If there is no match, the complaint remains available for HO assignment.
Can I track an engineer live?
Not currently. The web portal shows permitted job status and check-in/check-out timestamps. Live GPS movement, SMS, mobile app and push notifications are planned, not active.
What happens when a job is completed?
The engineer submits a work summary and supporting photos. The customer reviews the report, confirms completion, closes the complaint and can leave a service rating.
Are online payments available?
AMC subscription checkout uses the existing AGNI store. Live payment availability depends on a connected provider. Service invoice records do not themselves collect payment; contact the helpdesk for reconciliation.
What does the SLA mean?
The current workflow uses a 24-hour deadline for Critical complaints and 48 hours for other priorities. These are monitoring targets, not a blanket guarantee of fault resolution. Contract terms determine actual coverage and response obligations.
Privacy & access notice
Complaint contacts, site details, photographs and verification documents are collected for service delivery. Database rules and server checks limit access by role and job ownership; protected files require an authorized session. Avoid uploading passwords, access codes or unnecessary personal documents. Audit records support operational review. Formal retention rules, independent security assessment and regional legal compliance should be approved before wider deployment. Contact info@aabhagni.com for data-access questions.