Packcity - Outdoor

  • FAQ

    As the application gives the ability to manage Parcels Locker machines and track parcels, we collect user, recipient, mail/parcel attributes information. These pieces of information can be used for support purposes such as bug fixing but are never used for any commercial purposes (marketing, stats, …).

    Yes, at least once a year or on customer request (at customer expense). Results are analyzed, and Patch management is applied to correct issues if discovered.

    Each exposed component is hosted in its own DMZ. Explicit firewall rules between DMZ are applied to allow known traffic only. Access to database server is limited to requests only from these DMZs.

    The servers and web site are based on LAMP (Linux / Apache / MySQL / PHP) servers.

    Each version is subject to code peer-reviews to detect security vulnerabilities and address any issues. We have controls in place to ensure that standards of quality are being met for all software development. Each version will be tested by our Software Quality Control team prior to deployment to production.



    For PackCity locker system, SLA is the following:

    Priority level

    Issue level

    Resolution Target Datacenter

    Resolution Target Software

    Priority 1 – P1

    Critical

    90% <= 3 hours

    90% <= 3 hours

    A service, system, network and/or a piece of configuration identified as Business Critical is totally down. The issue shows on or more of following points:

    • No functionality is accessible
    • File exchange (EDI) on critical flow is not possible
    • A majority of users on one or more sites are impacted
    • No issue bypass available/possible.
    • Disaster in progress with a critical business impact

    Priority 2 – P2

    Major

    90% <= 8 hours

    90% <= 1 day

    This applies when a service, system, network, software or piece of configuration can be used but with low performance and/or with very limited functionalities. Customer operation can continue in degraded mode. The issue shows one or more of following points:

    • Related to a critical service, network, software or piece of configuration but in a less urgent context than in Priority 1
    • Some functionalities are unavailable, the system can be operated in degraded mode, but a solution must be provided quickly
    • The issue or slowness appears in a period considered as Critical

    Priority 3 – P3

    Minor

    90% <= 3 days

    90% <= 15 days

    This applies to issues with limited effect on customer operation or software availability, meaning that the application is lightly degraded. Hereunder a list of possible minor issues:

    • Issue where a customer acceptable bypass is available
    • Slowness of the File exchange service (EDI) on non-critical data flows

    Priority 4 – P4

    To Be Scheduled

    Next release

    Next release

    This applies to issues having no effect on customer operation. Hereunder a list of possible P4 issues:

    • Issues on user interface having no impact on functionalities

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