keynote tech talks: watching saas apps with keynote

October 2014

Watching SaaS Apps – Get Proactive

Keynote Tech Talk

WelcomeYou will learn in this talk…

How SaaS applications are changing the way we do business today

What’s inside a typical SLA

Why a proactive approach to managing your SaaS vendors makes sense

How to use Keynote Web Monitoring on SaaS applications

Questions

Please send questions at any time during the webcast using the Q & A panel

Housekeeping

This webcast is being recorded

You may use your computer audio, or dial into the conference line (muted). Touch *0 for operator assistance if you experience any dial-in issues

Slides will be available for download at the end of the presentation via the Files panel as well as helpful links

Recommend viewing in full-screen mode; please exit from full-screen to participate in Polls, Q & A and download files Gene Morris

gene.morris@keynote.com

Aaron Rudgeraaron.rudger@keynote.com

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Every company depends on SaaS vendors… who’s watching them?

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SaaS today

>50% adoption

4 apps average 8 by end of 2015

Agility: top benefit

What about your company?

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“…software-as-a-service is nearing its tipping point…”

POLLHow many SaaS apps is your company using today?

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Famous outages

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SaaS Vendor Date Outage

Workday 9/24/2009 15 hours

NetSuite 4/27/2010 30 minutes

Salesforce 7/10/2012 West coast data center cause downtime to some customers for up to 2 days

Github 12/22/2012 5 hours

AWS 8/2013 25 minutes

Microsoft 365 6/24/2014 Outages affected Office 365 data centers in North America for 9 hours!

What about the “paper cuts” that don’t make the headlines?

POLLThe last time you has an issue using a SaaS app, who did call (request support)?

Impact across the enterprise

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CMO, CRO, etc

Web properties

HTML development

Mobile Apps (outsource)

Development

QA

LoB Function

LoB IT

Chief Digital Officer

Web properties

HTML development

Dev/Ops, release

Mobile Apps (insource/outsour

ce)

Development

QA

(From IT)

Performance testing

Dev/Ops

Operations (IT) Who would you call?

SaaS applications power: Internal business processes

Sales, Finance, Marketing, HR, Engineering, Operations

External, customer-facing interactions Lead forms, partner extranets, customer

catalogs, content gateways

Performance and availability issues impact:

Head of Digital

Line of Business

IT

Getting to know your SaaS provider SLA

In any IT infrastructure, unplanned outages can and do occur.

Most SaaS vendors only guarantee 99.9% availability or better

How is downtime defined?

What if apps are integrated with each other?

Other aspects that may be covered:

Security breech notification

Data availability on termination

Service request response

Fail-over/recovery

“Trust” communication

System performance

Unplanned outage details

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Typical SLA guarantee

What does 99.9% equate to?

Actually a simple calculation:

o Total number of minutes in a month x (100-uptime%)/100

o = 30days x 24hours x 60min x (100-99.9)/100

o = 43200 x (0.1)/100

o = 43.2 minutes (max downtime).

At 99.9%, your website should be down no more than a total of about 43 minutes in a month

What’s 43.2 minutes per month worthto you? Creation of 40 service desk tickets at

$22/incident?

Loss of 40 lead form submissions at $50/lead?

Loss of 40 subscriptions at $500/member?

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Not all downtime is created equal

Can your business process “gracefully degrade”?

Image: Jed Jacobsohn for NY Times Image: IMG_6788 by Matthew Langham on Flickr

Disruptions

Application What it might mean to you What you can do about it

Marketing automation, performance tracking and lead form, A/B testing

Digital assets unavailable, form submissions blocked. Cost per lead increasing, advertising spend waste.

Re-route traffic to Facebook, LinkedIn or other static content

Call center, customer support

Unattended support calls, dissatisfied customers, idle agents

WAN configuration change

Sales forecasting and/or order configuration

Hours of time lost, potential for error when data re-entered from memory

Alert users to copy/paste work into “offline” systems like Excel

End of period close, accounting/ system of record

Regulatory exposure, idle resources, burnt out employees

Alternative system “fail over”, provider escalation

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Trust but verify; get proactive

Get proactive

Immediate notification Timing is everything!

Understand the extent of the issue

Isolate root-cause Is it me, or is it you?

Fix what’s within your control

Understand the big picture Accountability

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Web Monitoring for SaaS DemoKeynote’s Business Applications

Keynote Web Monitoring for SaaS Applications

Pre-scripted monitoring configured for the following applications:

SF.com

Office 365 / Sharepoint

NetSuite

Concur

Others upon request (at additional cost)

From the Keynote Network, or Cloud Perspective agents

“3 / 5 / 30” configuration

Starting at

$229 per month per app

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Thank you!Please submit your questions in the Q & A panel now.

Learn more about Keynote Web Monitoring for SaaS by contacting your Customer Success Manager or Account Manager: info@keynote.com

Feedback and additional questions: events@keynote.com