Product Summary

Email to Case Advance (E2CA) is a product from the house of Grazitti Interactive. Since its inception in 2020, E2CA has come a long way and helped many companies enhance their Agent-Customer Journey. It is the best-of-breed product that has simplified the lives of customers and made company agents experts in resolving customer issues to any critical end.

Secure Software Development Life Cycle

E2CA’s product lifecycle includes the framework, governance, and a set of tools, checkpoints, and industry best practices that enable it to ensure business readiness throughout. Additionally, product planning, release management, execution, risk management, decision-making, application security checks, and performance monitoring are integrated activities in the product life cycle.

Figure (ii) Product Lifecycle Management Flow

Requirement Gathering and Analysis

In this phase, new features and their objectives are decided. On-demand functionalities can also be included, subject to feasibility. Once the requirements are finalized the SRS (Software Requirement Specification) document is created and shared with the development team.

Solution Design and Development

The development team builds the product per the SRS document. Any additions to the code base, metadata, data dictionaries, data flow diagrams, and logical diagrams will be done at this stage.

Testing

Testing takes place when development is completed and the modules are released. In this phase, the developed system undergoes functional testing, cross-browser testing, responsive testing, integration testing, and regression testing.

UAT

Beta testing is performed by the testing team. The goal of UAT is to ensure that product enhancements are working per the acceptance criteria. The documentation and training videos are also created at this level.

Deployment

The product enhancements are pushed to the AppExchange after successful UAT and upon receiving a good-to-go from the QA team.

Support

Grazitti provides full-time support to our E2CA customers throughout the contract period and post-go-live. Any issues encountered with the out-of-the-box functionalities or customizations are taken care of by our professional services team at Grazitti.

Privacy by Design

Grazitti Interactive has adopted the principle of privacy by design and has all the appropriate security controls for its products. Grazitti has an information security group that works with the engineering team during product development to evaluate security and privacy risks. It also implements security measures/safeguards to mitigate such risks and comply with the applicable laws/standards. The use of techniques like data minimization and pseudonymisation is also considered, wherever appropriate and applicable.

Grazitti ensures that the definition and planning of all new and significantly changed systems that collect or process personal data will be subject to due consideration of privacy issues, including the completion of data protection impact assessments.

E2CA does not collect any personal data, however, we may collect data with the usage of our product’s website, check the Grazitti website privacy notice at: https://www.grazitti.com/privacy-policy/

Vulnerability Management

E2CA is built keeping Salesforce securities and best practices into consideration. Every package update is passed by the Salesforce security review and checkmark report (Static code analyzer) and Zap to test the integration API. Everything from permission to Apex, code quality, SOQL injections, XSS, XSRF, and JavaScript High Risk is taken care of before every release.

E2CA Security Issues Remediation

E2CA customers can report security issues or concerns to the E2CA support team by contacting us at e2casupport@grazitti.com

Product development, testing, or customer-triggered bugs, including suspected and confirmed security gaps are documented and resolved before the product release.

Security Certifications

Security and compliance are top priorities for Grazitti since they are fundamentals to securing data, eliminating systems vulnerabilities, and ensuring business continuity. Security is a key component of our offerings and is reflected in our people, processes, services, and products. Grazitti uses a variety of industry-standard technologies to secure data from unauthorized access, disclosure, use, and loss.

Grazitti Interactive is ISO27001:2013, ISO27701:2019, and HIPAA Certified. Grazitti Interactive has SSAE 18 SOC 1 SOC 2 Type 2 reports that demonstrate how the company achieves key compliance controls and objectives. Access for the same will be given on request after the execution of the NDA.

For a complete list of Grazitti Compliance & Certifications, please visit: https://www.grazitti.com/company/security-and-compliance/