Spare Paratransit

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: Integration Capabilities: There could be limitations regarding the integration of the platform with other systems or software that the buyer uses.
System requirements: Web Browsers

Internet connectivity

User support

Email or online ticketing support: Email or online ticketing
Support response times: Spare provides online support, including a regular support line available during standard business hours. For issues outside these hours, agencies can reach an on-call support person 365 days a year. Additionally, all calls and online support interactions are logged, with the log accessible 24/7, ensuring transparency and accountability in resolving any issues agencies may face. This comprehensive support structure is designed to assist agencies effectively, ensuring they have the necessary help whenever they need it.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
Phone support: Yes
Phone support availability: 24 hours, 7 days a week
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: -
Onsite support: Yes, at extra cost
Support levels: Spare provides a structured support system designed to address various user needs effectively. The document outlines the following support levels:

Regular Support Line: Users can access support via a regular support line during Spare's standard business hours for assistance with general queries and operational support.

On-Call Support: Outside of regular hours, agencies have the ability to reach an on-call support person, available 365 days a year, ensuring continuous support availability, particularly for urgent issues.

Online Support: Spare offers online support, which likely includes email and chat support, allowing users to submit queries and receive assistance digitally.

Issue Logging and Tracking: All support interactions, including calls and online support, are logged and tracked. This system provides transparency and enables efficient resolution of issues, with a 24/7 accessible log.

Remote Assistance: If necessary, Spare's support team can remotely access a user's screen to provide direct assistance, facilitating a more immediate and effective resolution to complex issues.

While specific details on response times or tiered support levels (e.g., basic, premium) aren't provided, the outlined support structure indicates a comprehensive approach designed to meet a range of user needs effectively.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Spare offers comprehensive user support and training to facilitate the adoption of its platform by new users. This includes the availability of training materials, which agencies have the right to reproduce for their own purposes. The training is designed to be thorough, covering equipment familiarization and system operation to ensure that agency employees reach the required level of proficiency. Moreover, Spare provides a "train the trainer" approach, enabling agency and driver personnel to understand and effectively use the platform. For passengers, Spare offers step-by-step instructions within the app to help them learn how to navigate and utilize the new service. All training presentations and materials are provided in English, ensuring clear and effective communication. Additionally, Spare ensures that a User Manual for each software application is available, featuring screen captures and straightforward instructions to guide users through all necessary tasks. There's also a Systems Administration Manual detailing configuration parameters, backup and recovery processes, troubleshooting techniques, and technical support information, supporting a seamless transition to using the Spare platform. Every training plan is specifically tailored for our customers during kick-off meeting
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Data Extraction: Agencies would likely be able to extract their data, such as trip details, user information, and service analytics, often in standard formats like CSV or Excel. This ensures that agencies retain all critical operational data.
End-of-contract process: At the end of the contract with Spare, several key steps would typically occur to ensure a smooth transition and secure handling of the agency's data and services:

Data Extraction: Agencies would likely be able to extract their data, such as trip details, user information, and service analytics, often in standard formats like CSV or Excel. This ensures that agencies retain all critical operational data.

Service Termination: The active services and access to the Spare platform would be discontinued. This means that booking, scheduling, and operational functionalities provided by Spare would no longer be available.

Account Closure: User accounts and access credentials would be deactivated to secure any sensitive or personal information stored on the platform.

Final Billing: Any outstanding financial matters, such as final invoicing or settlements, would be resolved according to the terms of the contract.

Support and Transition Assistance: Spare might offer assistance during the transition period to ensure that the agency can smoothly migrate to another system or conclude its operations without unexpected disruptions.

Documentation and Records: The agency should ensure that all necessary documentation and records related to the contract and service usage are securely stored for future reference or compliance purposes.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: Yes
Compatible operating systems: Android

IOS

Windows Phone
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: We provide a mobile app for passenger booking
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: We provide a management interface that allows our customer to manager their DRT/Dial a ride operations
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: We conduct comprehensive interface testing with users of assistive technologies to ensure our software is accessible to all. This includes engaging users who rely on screen readers, speech recognition software, and other assistive tools during our development and testing phases. We collaborate with accessibility experts to adhere to the Web Content Accessibility Guidelines (WCAG) and use a mix of automated and manual testing methods to identify and address accessibility issues. Feedback from these tests is integrated directly into our development cycles, and our team receives ongoing training in accessibility principles to embed these practices from the start. Additionally, we provide accessible documentation and support materials to enhance user understanding and navigation of our software. This thorough approach ensures our products are not only compliant with accessibility standards but are also practical and user-friendly for all users.
API: Yes
What users can and can't do using the API: Spare's API allows users to interact with the platform programmatically, offering a range of functionalities for setting up and making changes to the service. However, the document does not provide exhaustive details on API capabilities. Here's a general overview based on the available information:

What Users Can Do:

Setting Up the Service Through the API:

Users can potentially configure various aspects of the service, such as defining service zones, setting up transportation options, and configuring service rules.
The API may allow for integration with other systems, enabling a seamless setup process that leverages existing data and infrastructure.
Making Changes Through the API:

Users can likely update service configurations, adjust operational parameters, and modify rules or settings as needed.
The API might allow for real-time updates, enabling users to adapt quickly to changing requirements or operational conditions.

To gain a comprehensive understanding of what users can and cannot do with Spare's API, detailed API documentation would be necessary, providing insights into available endpoints, methods, authentication mechanisms, and specific use cases supported by the API.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Users can customize various aspects of the Spare platform to suit their specific operational needs and preferences:

What Can Be Customized:

- Service Zones: Users can define and modify geofenced areas for different transportation services.
- Scheduling and Booking: Agencies can configure settings for trip booking, including pre-scheduled and on-demand trips, as well as define booking windows and recurring trip settings.
- Client Data Fields: Customizable data fields allow agencies to capture specific information tailored to their requirements.
- Accessibility Features: Users can specify accessibility requirements and features needed for each ride, ensuring compliance with ADA standards.
- Rider and Driver Apps: The look and feel of the mobile applications can be branded to resonate with the agency's identity.

How Users Can Customize:
- Web-based Configuration: Most customizations can be performed through Spare's web-based interface, allowing users to adjust settings and configurations directly.
- API: Advanced users can leverage Spare's API for more granular customization and integration with other systems.

This customization flexibility allows agencies to tailor the Spare platform to their unique operational needs and user preferences, enhancing the efficiency and user experience of their transportation services.

Scaling

Independence of resources: Spare guarantees consistent service quality regardless of user demand by leveraging scalable cloud infrastructure, ensuring resources adjust dynamically to user load. Service isolation prevents one user's activity from impacting another's. Load balancing distributes traffic evenly, preventing bottlenecks. Continuous monitoring and system optimizations ensure efficient performance. These strategies ensure that all users experience stable and reliable service, maintaining performance even as demand fluctuates

Analytics

Service usage metrics: Yes
Metrics types: Spare provides a range of service metrics to help agencies monitor and evaluate their transportation services' performance. These metrics include:
Ridership Data
Fleet Data
Service Quality
Operational Efficiency
Compliance Reporting
Custom Reporting: Agencies can create custom report templates to focus on specific metrics that are most relevant to their operations.

These metrics are accessible through the platform's reporting module, allowing agencies to generate, view, and export reports for detailed analysis and decision-making. The data can also be integrated with business intelligence tools for further in-depth analysis, providing agencies with a comprehensive understanding of their service's performance and areas for enhancement.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: None

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: Other locations
User control over data storage and processing locations: Yes
Datacentre security standards: Managed by a third party
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with another standard

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Selecting Data for Export: Users can choose the specific data they wish to export, such as trip records, user information, or service metrics.
Choosing the Format: We offer various data export formats, such as CSV, Excel, or JSON, allowing users to select the format that best suits their needs.
Initiating the Export: Once the data and format are selected, users can initiate the export process, which may involve the data being compiled and downloaded directly or sent to the user's email.
Receiving the Data: Users receive their data in the chosen format, ready for use or analysis outside the platform.
Data export formats: CSV

Other
Other data export formats: Json

Excel
Data import formats: CSV

Other
Other data import formats: Json

Excel

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: 24/7/365 on-call support and engineering staff with urgent response phone number provided to customer's Project Manager
Unlimited support via Spare Platform chat and email (support@sparelabs.com)
Guaranteed response within:
2 hours for inquiries received from 5am-5pm PST on weekdays (excluding American/Canadian holidays)
48 hours for inquiries received on weekends (excluding American/Canadian holidays)
48 hours for inquiries received on American/Canadian holiday
24/7/365 automated monitoring of Spare Platform core functionalities
Approach to resilience: Our service is meticulously designed for resilience, ensuring continuous operation even under potential disruptions. Here’s a concise overview:

Geographically Dispersed Data Centers: We utilize multiple data centers spread across different locations, each equipped with redundant power supplies, HVAC, and network connections, enhancing failover capabilities and minimizing regional outage impacts.
Data Redundancy and Regular Backups: Essential data is replicated in real-time across these centers, with encrypted backups stored offsite to safeguard against data loss and facilitate swift recovery.
Load Balancing and Automatic Failover: Traffic is evenly distributed across servers to avoid overload and ensure smooth service delivery. Our systems automatically switch to backup servers during a failure, maintaining service continuity.
Disaster Recovery Testing and Monitoring: We regularly test our disaster recovery plans to confirm effectiveness and reduce recovery times. Continuous infrastructure monitoring helps preemptively address potential issues.
Security and Maintenance: Ongoing maintenance and updates ensure optimal performance and security.
Outage reporting: Our service ensures transparency and timely communication during outages through the following methods:

1. **Public Dashboard**: We maintain a publicly accessible dashboard that displays real-time service status, including any ongoing outages or disruptions. This dashboard is updated continuously to provide the latest information to all users.

2. **API for Status Checks**: For developers and IT professionals, we provide an API that allows for programmatically checking the current status of our services. This enables automated monitoring and integration into your own system dashboards.

3. **Email Alerts**: Users can subscribe to receive email notifications about service disruptions. These alerts provide immediate information when an outage occurs and follow-up updates until the issue is resolved.

Together, these tools ensure that our users stay informed about the service status and can plan accordingly during any interruptions.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)
Access restrictions in management interfaces and support channels: -
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users have access to real-time audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: No
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: SOC 2 Type II

HIPAA

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: Other
Other security governance standards: Spare adheres to top industry standards to ensure the integrity of its databases, software,apis. This work is implemented by our quality engineers and is managed and overseen directly by our CTO/Security Lead, Alexey Indeev. As of 2021, Spare is SOC 2 and HIPAA compliant–a dual certification unique to Spare.
Information security policies and processes: Spare adheres to top industry standards to ensure the integrity of its databases, software, API, driver app, and rider app. This work is implemented by our quality engineers and is managed and overseen directly by our CTO/Security Lead, Alexey Indeev. As of 2021, Spare is SOC 2 and HIPAA compliant–a dual certification unique to Spare. Developed by the American Institute of CPAs (AICPA), SOC 2 defines criteria for managing customer data based on five “trust service principles”—security, availability, processing integrity, confidentiality and privacy. The SOC 2 auditing procedure attests to Spare’s commitment to achieving the highest standards for security compliance for all of our transit partners.
All users are required to report known or suspected security events or incidents, including policy violations and observed security weaknesses. Incidents should be reported immediately or as soon as possible by security@sparelabs.com.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Our configuration and change management processes are designed to ensure robust oversight throughout the lifecycle of our services. We meticulously track all components from deployment to decommissioning using a centralized management database that logs every change. Changes are rigorously assessed for potential security impacts through a structured review process involving security risk assessments and testing before implementation. This approach ensures that any adjustments to our systems do not compromise their integrity or security, maintaining high standards of operational security in line with best practices.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Our vulnerability management process involves continuously monitoring and assessing potential threats using sources like CERT advisories, vendor security bulletins, and industry collaborations. Threats are evaluated based on severity and potential impact to our services. We prioritize and deploy patches according to the urgency and threat level, with critical patches often deployed within 48 hours. Regular vulnerability scans and automated tools help identify issues, which are then assessed by our security team to determine the appropriate response. This structured approach ensures we maintain robust defenses against emerging threats, keeping our systems secure and operational.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Spare employs robust protective monitoring to swiftly identify and respond to potential security compromises. Our methods include real-time network traffic analysis and anomaly detection, along with automated alerts from our integrated security tools. Upon detecting potential threats, our Incident Response Team is alerted and responds immediately, following predefined protocols to mitigate and resolve issues, typically within minutes. This rapid response minimizes potential impacts and ensures continuous protection of our systems and data.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Spare has pre-defined incident management processes for common security events, ensuring prompt and efficient resolution. Users report incidents via our dedicated support email or through an internal ticketing system. Each reported incident is logged and handled according to its severity. Post-incident, we provide comprehensive reports detailing the nature of the incident, the response actions taken, and recommendations for future prevention. These reports are shared with relevant stakeholders to maintain transparency and drive continuous improvement in our security practices.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change
Tackling economic inequality
Wellbeing

Fighting climate change

By reducing use of private cars - we contribute in reducing fossil fuel emission

Tackling economic inequality

By providing quality and affordable public transport options, we help connect people and territories to jobs, social events and education

Wellbeing

By providing door to door public transport services we ensure the wellbeing of elderly or disabled passenger by getting them a comfortable and secure transportation option

Pricing

Price: £100 to £700 a unit a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Free test environment to showcase potential DRT service
Simulation can also be provided for free based on complexity

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Spare Paratransit

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents