Anaeko Ltd

ServiceClarity KPI Reporting For Customer Support

ServiceClarity is for technology leaders and DevOps Managers to select best-practice KPIs, set targets and automate KPI reporting in order to understand, improve and optimise their customer support processes.


  • Powerful Automated Real-time KPI reporting tool.
  • Reports focus on Customer Satisfaction and Customer Support
  • Track and monitor Customer Support KPIs eg. Time to Respond
  • Rapidly configure and monitor cloud and internal systems
  • We connect into: JIRA, ServiceDesk, AWS, Xero and many more.
  • Provide Dashboards for internal teams to monitor and track progress.
  • Share reports with internal teams and other stakeholders
  • High-level KPI reporting with access to drill down into detail.


  • Improve development operations and customer satisfaction processes
  • Improve and optimise business processes
  • Make better strategic decisions
  • Increase Profits
  • Empower Decision Makers & internal teams with meaningful reports


£200 per licence per month

Service documents


G-Cloud 11

Service ID

5 5 7 6 6 3 1 2 7 2 4 8 0 5 1


Anaeko Ltd

Denis Murphy

+44 (0) 7802212851

Service scope

Service scope
Software add-on or extension Yes
What software services is the service an extension to Jira, Jira Service Desk, Zendesk, AWS, Xero, Mavenlink, Custom Databases, SalesForce, ServiceNow
Cloud deployment model
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
Service constraints N/A
System requirements No System Requirements as it is a public cloud offering

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24 hours response Monday to Friday
48 hours response Saturday and Sunday
User can manage status and priority of support tickets No
Phone support No
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AAA
Web chat accessibility testing Our testing is covered by the Intercom Messenger accessibility testing and support
Onsite support Yes, at extra cost
Support levels Service Clarity is a subscription platform and Customer Support is provided as part of the subscription fee. Any issues encountered with the platform by customers can be raised on our support portal ( and will be responded to within 24 hours.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide a discovery phase. See
We have "Getting Started" documentation and we continue to publish self-help guides on our blog
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Through the API
End-of-contract process We purge all user data.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices No
Service interface No
What users can and can't do using the API Users have full access to their data and have full access to the capabilities of the application
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available No


Independence of resources We operate ServiceClarity in AWS EC2 and operate a horizontally scalable architecture


Service usage metrics Yes
Metrics types ServiceClarity is licenced on number of active users or on a percentage of the usage of the platform being reportred on. e.g. % of AWS usage if AWS utilization is being reported on.
Reporting types Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations No
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
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Through the API
Data export formats Other
Other data export formats JSON
Data import formats Other
Other data import formats User don't upload data

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network Other
Other protection within supplier network AWS Virtual Private Network

Availability and resilience

Availability and resilience
Guaranteed availability We operate at 99.99 availability as demonstrated by our status page. See
However we offer no guarantees around this.
Approach to resilience ServiceClarity is deployed on AWS over multiple availability zones with multiple redundant databases.
Outage reporting We provide the following public status page

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Administrative Users can control who has Administrative Access. All other users have read only access.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 19/03/2018
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes We are ISO9001 and ISO27001 certified

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Configuration management and change management processes are defined in our ISO9001 certified software processes.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We track all relevant security alerts and apply patched as required.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We have automated systems that monitor suspicious behavious and alert our operations team to potential threats
Incident management type Supplier-defined controls
Incident management approach All information and communication technology-related events must be reported to the IT Manager at ServiceClarity.
all other events must be reported to the Quality Manager at ServiceClarity
Incidents, weaknesses and events must be reported as soon as possible, by phone or in person.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No


Price £200 per licence per month
Discount for educational organisations No
Free trial available Yes
Description of free trial ServiceClarity provides a hassle-free discovery service to help you evaluate ServiceClarity and benefit from business level metric reporting.

A 5 day process which includes:
Day 1: confirm connectivity
Day 3: We discuss our findings
Day 5. We Present a meaningful report of custom KPIs
Link to free trial

Service documents

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