APC Overnight audit profile, Vortex IQ

What the Vortex IQ APC Overnight health audit checks: APC Overnight: NextDay-by-Time SLA, Pallet Network & Depot Performance

Nerve Centre KPIs · Audit Profile · Sentiment Settings

APC Overnight is a UK B2B / next-day-delivery network with 70+ depots and a distinctive premium service ladder (NextDay 9am / 10:30 / 12pm). CloudHub probe shows 1 active merchant with username + password + ServiceUrl=apc.hypaship.com (APC routes through the Hypaship label- generation platform). Findings either lose a B2B customer (NextDay-by- time SLA breach) or burn cash (depot-level cost drift, pallet-handling damage).

What this audit checks

Authentication & access

• Username + Password still issue valid bearer token (no 401 on /token)
• Hypaship service URL reachable
• Account active on APC side (no ‘inactive customer’ responses)

NextDay-by-time premium service promises

• NextDay 9am OTD < 98% rolling 30D (premium SLA)
• NextDay 10:30 OTD < 96% rolling 30D
• NextDay 12pm OTD < 95%
• Standard NextDay OTD < 92%
• Saturday OTD < 92% on services that support it

Depot-level performance (APC-specific)

• Any origin depot OTD < 90%
• Any destination depot OTD < 90%
• Specific depot pair (origin->destination) OTD < 85% (depot-pair weakness)
• Depot-level cost-per-shipment drift > 10% WoW

Pallet network health (APC-specific)

• Pallet OTD < 92% rolling 30D
• Pallet damage rate > 1% (pallet-specific claim category)
• Oversize-surcharge rate > 5% (parcels miscategorised at point of label gen)

Exceptions, claims & cost

• Exception rate > 3% rolling 30D
• Open claims unresolved > 7 days
• Avg cost / shipment up >10% vs prior period
• Claim value as % of APC revenue > 2% rolling 90D

Cross-platform: revenue at risk (the kill-shot area)

• Cross-platform: late shipments joined to commerce_sibling orders -> revenue at risk per channel
• Cross-platform: open claims with no Jira tracker_item -> CS coverage gap
• Cross-platform: pallet damage on B2B orders -> direct customer-trust loss
• Cross-platform: NextDay 9am customers who got slot misses -> service-credit candidates

Severity thresholds

Signal	Warn	Critical
on_time_delivery_rate	95	92
nextday_9am_sla_pct	98	96
nextday_1030_sla_pct	96	92
nextday_12pm_sla_pct	95	90
standard_nextday_sla_pct	92	88
pallet_otd_pct	94	92
pallet_damage_pct	0.5	1
oversize_surcharge_pct	3	5
depot_otd_pct	92	90
exception_rate	2	3
open_claims_age_days	7	14
shipping_cost_per_order_change_pct	5	10
claim_value_pct_of_revenue	1	2
auth_token_failures_24h	1	5

Data sources

• POST TBD - pending CloudHub C# backend URL extraction (Hypaship /token) - Bearer token issuance
• GET TBD - pending CloudHub C# backend URL extraction - Shipment list + status
• GET TBD - pending CloudHub C# backend URL extraction - Tracking events
• GET TBD - pending CloudHub C# backend URL extraction - Claims