Service Level Agreement (SLA) Policy

The Pune Municipal Corporation (PMC) is committed to providing timely and effective resolution for all civic issues reported through the Parivartan platform. This Service Level Agreement (SLA) outlines our commitment to response and resolution times.

Definitions

  • Response Time: The time taken from when a complaint is verified by an SMC officer to when it is assigned to a field worker or contractor for action.
  • Resolution Time: The total time taken from when a complaint is verified to when the work is completed and marked as "Resolved" in the system.
  • Business Hours: SLAs are typically measured against standard municipal working hours (10:00 AM to 6:00 PM, Monday to Saturday), excluding public holidays. Critical issues may be addressed outside these hours.

SLA Targets

The following table outlines the target SLA for different categories of complaints. These timelines may be affected by factors such as weather conditions, resource availability, and the complexity of the issue.

Complaint CategoryTarget Response TimeTarget Resolution Time
Critical Potholes (Main Roads)4 Hours24 Hours
Road Damage (Major)8 Hours72 Hours
Street Light Outage12 Hours48 Hours
Drainage & Gutter Issues12 Hours96 Hours
Faded Road Markings24 Hours7 Days
Other Minor Issues48 Hours14 Days

Escalation

If a complaint is not addressed within the specified SLA, it will be automatically escalated to a higher authority within the SMC for immediate attention. Citizens will be notified of any delays or changes in the expected resolution timeline.