CTMS

HappySignals Experience Management (ITXM) Platform

The HappySignals Experience Management Platform measures the experience end-users are having across all IT touchpoints in real time and share experience data with all stakeholders. Understand where and why your end-users are unhappy or losing time and identify areas of improvement. Move from a SLA to an XLA culture.

Features

• Measure end-user experiences, lost time across IT touchpoints
• Use ticket-based and pro-active surveys to continuously measure IT
• Collect experience data with ready-made surveys
• Measure the user experiences continuously and automatically
• Understand IT sentiment trends in real-time
• Combine experience data with operational data from your ITSM tool
• Enables you to manage XLA (Experience Level Agreement) targets
• Drill down into problem areas in a few clicks
• Share real-time Experience Data with colleagues, partners, stakeholders
• Benchmark your IT globally against other HappySignals customers

Benefits

• Understand where and why your end-users are unhappy
• Understand where people lose productivity,
• Shows the impact of a human-centric culture in IT
• Proves the true business value of IT.
• Drives continuous improvement based on actionable experience data
• Builds trust and cooperation to reach common goals.
• Enables you to focus on XLAs as well as SLAs
• Improve and achieve business outcomes
• Improve and set experience targets
• HappySignals customers make on average 26% improvement in productivity

£3 a user

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

835575104266330

Contact

David Keen
01189338070
david.keen@ctms-itsm.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Integrates with ITSM tools
• Cloud deployment model: Public cloud
• Service constraints: Integrations for ITSM systems limited currently to ServiceNow, Ivanti, Cherwell, FreshService, Jira Server, BMC Helix.
• System requirements:
  • Web browser
  • Integration with ITSM tool

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Response is same day or next working day if after 17:00. Weekend support can be purchased at additional cost.
• User can manage status and priority of support tickets: No
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support is included in the subscription price for 09-17:00 Mon-Fri. Extended Weekend support (09-17:00 Sat-Sun) is available at £250 per hour with a minimum of 3 hours.; Incident response is same day or next working day if after 17:00 EET. The most critical incident in HappySignals solution would be a case where employees are not able to give any feedback. If this would happen, fixing this issue would immediately be of highest priority at HappySignals. Target resolution time is 2 hours. For all other ticket priorities, expected resolution time is always communicated in the first response. Maximum resolution time is 5 working days for non-platform related issues.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Remote Training by Customer Success. User documentation, videos
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The service holds no data of the users responses to surveys, that can be linked to the users (anonymized). For customer data and analytics users, the data can be downloaded via the service.
• End-of-contract process: Customer Service instance is deleted with all data according to contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: On mobile devices there are some limitations for the Analytics features of the product. For Surveys none.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Customer can access Survey Responses API, none for Survey responders.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Limited customisation including name of reporting topics, targets, milestones for Experience Management

Scaling

• Independence of resources: The service is by design highly scalable and technical measures are in place to ensure the performance level in all situations.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime, response rates, number of responses
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: HappySignals

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: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: Less than once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with SSAE-16 / ISAE 3402
• 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: Analytics users can download the response data if authorized.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Not applicable

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: SLA's set according to contract with the customer. Survey availability is 99.9%.
• Approach to resilience: Available on request
• Outage reporting: A public dashboard

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: For the HappySignals Experience Management Platform Role based access controls controlled by the Customer. Support channels is open for all users.; Maintenance and support access is also role based, maintenance access is for named technical staff, support access is for support function only.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: You control when users can access 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: Yes
• Who accredited the ISO/IEC 27001: Kiwa
• ISO/IEC 27001 accreditation date: 28/04/2022
• What the ISO/IEC 27001 doesn’t cover: HappySignals Revenue Team, Admin Team and Product Design and Marketing Team.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

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 follow the ISO 27001 security policies and process. Detailed information is available upon request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change process includes a security step in early stages where change/feature is studied prior moving the task into implementation. In implementation Security is reviewed as a part of merger request process. Devops pipeline includes security assessment for 3rd party libraries used.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Current production version is subject to weekly automated vulnerability tests, results are reported directly to DevOps team which prioritizes and mitigates any vulnerability according to impact. Also, vulnerabilities are reported by automation by our Cloud service providers tools/services. Patching is done according to impact: Critical as soon as possible, intermediate in 2 working days. Security patching is automated on servers and is daily.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Microsoft Security Center and Defender for Cloud is used to detect anomalies and compromises. Detected issues are reported automatically to security/devops teams which will start investigation during same day.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident and security Response Process predefined. User Report Incidents by email to support@happysignals.com. Incident reports are provided by request.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  HappySignals strives to minimize negative environmental impact with sustainable business travel policy, using video conferencing, supporting sustainable commuting and low-emission traveling. We are a paper-free company processing all documents digitally. We recycle and choose energy saving options.

  Covid-19 recovery

  We have assessed the impact of the pandemic on our business and made necessary changes. We support efficient hybrid and remote working of our employees and follow both our customer and employee engagement regularly. We support physical and mental employee wellbeing with global and local services.

  Tackling economic inequality

  We promote equality in pay and other employment conditions. The same or equivalent work is paid fairly and at the same level, regardless of employee’s gender, gender identity, or other characteristics. Pay is based on equity aspects, tasks, responsibilities, level, person qualifications, performance.

  Equal opportunity

  We have a policy for Diversity, Equity, Inclusion, and Equality and Non-discrimination. We offer equal career opportunities, also during special work arrangements. Reduced working hours, flexible work, or absences (family or care leave, sick leave, etc.) do not affect employee’s career development.

  Wellbeing

  We measure employee wellbeing and offer flexible work practices to allow to balance work, free-time, and family with paid family leaves, generous vacations and part-time work. We have healthcare and mental wellbeing services, and an early care model to reduce sick leaves and to prevent disability.

Pricing

• Price: £3 a user
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Maximum 3 month trial,subject to approval. Full production license for ticket based surveys. Full access to HappySignals Platform. Minimum number of users 5000
• Link to free trial: Sales@ctms-itsm.com

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at david.keen@ctms-itsm.com. Tell them what format you need. It will help if you say what assistive technology you use.