Copyright  ©  2014  Splunk  Inc.  

Praveen  Rangnath  –  Splunk  César  López-­‐Natarén  –  MindTouch  Aaron  Fulkerson  –  MindTouch  

IntroducJon  to  Splunk  Cloud  &  Case  Study:  MindTouch  

Copyright  @  2014  Comcast  

Disclaimer  

2  

During  the  course  of  this  presentaJon,  we  may  make  forward-­‐looking  statements  regarding  future  events  or  the  expected  performance  of  the  company.  We  cauJon  you  that  such  statements  reflect  our  current  expectaJons  and  

esJmates  based  on  factors  currently  known  to  us  and  that  actual  events  or  results  could  differ  materially.  For  important  factors  that  may  cause  actual  results  to  differ  from  those  contained  in  our  forward-­‐looking  statements,  

please  review  our  filings  with  the  SEC.  The  forward-­‐looking  statements  made  in  the  this  presentaJon  are  being  made  as  of  the  Jme  and  date  of  its  live  presentaJon.  If  reviewed  aZer  its  live  presentaJon,  this  presentaJon  may  not  contain  current  or  accurate  informaJon.  We  do  not  assume  any  obligaJon  to  update  any  forward-­‐looking  statements  we  may  make.  In  addiJon,  any  informaJon  about  our  roadmap  outlines  our  general  product  direcJon  and  is  subject  to  change  at  any  Jme  without  noJce.  It  is  for  informaJonal  purposes  only,  and  shall  not  be  incorporated  into  any  contract  or  other  commitment.  Splunk  undertakes  no  obligaJon  either  to  develop  the  features  or  funcJonality  described  or  to  

include  any  such  feature  or  funcJonality  in  a  future  release.  

Agenda  

3  

•  IntroducJon  to  Splunk  Cloud  •  Case  Study:  MindTouch  • MindTouch  CEO  Discussion  •  Q&A  

Cloud  –  The  Way  You  Want  It  

4  

SoZware-­‐as-­‐a-­‐Service   Self-­‐managed  soZware  

Apps  for  Cloud   IntegraJons  

Box   ServiceNow   AWS  CloudTrail  

Amazon  Machine  Images  Hunk-­‐EMR-­‐S3  Integra:on  

Splunk  Cloud  Strategy  

5  

Become  the  Standard  for  Opera:onal  Intelligence  in    the  Cloud    

Deliver  a  full-­‐featured    SaaS  PlaEorm  

Deliver  an  enterprise-­‐ready    cloud  service  

Deliver  easy    customer  experience  

Full-­‐Featured  SaaS  Plaborm  

6  

Full  power    of  Splunk  Enterprise  

Access  to    600+  Apps  

Hybrid  Deployment  Architecture  

Industry-­‐leading  SaaS  Plaborm  for  OperaJonal  Intelligence  

Hybrid  Deployment  Architecture  

7  

Indexer(s)  Search  Head(s)  

Datacenter  

Private  Cloud  

Public  Cloud  

Single  Pane  of  Glass  Visibility  

Hybrid  Search  

Search  Head(s)   Indexer(s)  

Datacenter    

Private  Cloud  

Public  Cloud  

Enterprise-­‐Ready  

8  

Architected  for  up:me  &  

performance    100%  Up:me  SLA  

Mul:ple  AWS  AZs  /  HA  

Industry-­‐leading  scalability  &  flexibility  

5GB/day  -­‐  5TB/day  plans  

Robust  enterprise  security  

Dedicated  environments  Security  cer:fica:ons  

Splunk  Cloud  service  monitored  using  Splunk  Enterprise  

Easy  Customer  Experience  

9  

ACCELERATED  TIME  TO    

VALUE  and      FASTER  ROI  

Starts  at  $675  per  month*  /  33%    price  reduc:on  

Splunk  Online  Sandbox  

Immediate  Deployment  

*  Billed  Annually  

Splunk  Cloud  Customers  Include…  

10  

THANK  YOU  

Combining SaaS and Customer Success to Achieve Cloud

Enlightenment"

César López-Natarén"Software Engineer, MindTouch"

Aaron Fulkerson"CEO, MindTouch"

Cloud Software for Accelerating Customer Success!

Disclaimer"During  the  course  of  this  presentaJon,  we  may  make  forward  looking  statements  regarding  future  events  or  the  expected  performance  of  the  company.  We  cauJon  you  that  such  statements  reflect  our  current  expectaJons  and  

esJmates  based  on  factors  currently  known  to  us  and  that  actual  events  or  results  could  differ  materially.  For  important  factors  that  may  cause  actual  results  to  differ  from  those  contained  in  our  forward-­‐looking  statements,  

please  review  our  filings  with  the  SEC.  The  forward-­‐looking  statements  made  in  the  this  presentaJon  are  being  made  as  of  the  Jme  and  date  of  its  live  presentaJon.  If  reviewed  aZer  its  live  presentaJon,  this  presentaJon  may  not  contain  current  or  accurate  informaJon.  We  do  not  assume  any  obligaJon  to  update  any  forward  looking  statements  we  may  make.  In  addiJon,  any  informaJon  about  our  roadmap  outlines  our  general  product  direcJon  and  is  subject  to  change  at  any  Jme  without  noJce.  It  is  for  informaJonal  purposes  only  and  shall  not,  be  incorporated  into  any  contract  or  other  commitment.  Splunk  undertakes  no  obligaJon  either  to  develop  the  features  or  funcJonality  described  or  to  

include  any  such  feature  or  funcJonality  in  a  future  release.  

14

Agenda"•  Introduction to MindTouch"•  MindTouch Approach to Customer Success"•  MindTouch Cloud Architecture"•  Business and Technology Challenges"•  Splunk Cloud Use Cases/Results"

–  Business Analytics"–  Real-Time Monitoring"–  DevOps"

15

Introducing Aaron Fulkerson"•  CEO & Co-Founder at

MindTouch ""•  Member of Microsoft Advanced

Strategies and Policies Division""•  Contributing writer at CNN,

Fortune, GigaOM, Forbes "

16

Introducing César López-Natarén"•  Software Engineer at

MindTouch""•  Designing and developing

web services""•  Engineering values include

software speed, correctness and reliability "

"

17

Introducing MindTouch"MindTouch is software for accelerating customer success. We empower businesses to:""•  Author, capture, and serve knowledge to their

customers in new ways "•  Make more informed decisions by capturing and

sharing insight on customer behavior""Businesses that use MindTouch: !!•  Enjoy shorter sales cycles!•  Increase organic site traffic!•  Accelerate user adoption and product

expertise!

Business and Project Planning!

MindTouch Drives Customer Success and Loyalty with Self-service for Leading Brands in Technology, Manufacturing, and Service"

CODE42’s Support Site"

Avalara’s Help Center"

21

Customer Success Center! Contextual Help System!

Real-­‐:me  Chat  and  Phone  eLearning / Training!

Support  Channels  

Sales  and    Marke:ng  

Ticket  DeflecJon  

Driving Customer Success"

22

Continuous Optimization" Optimization!"Agent and Customer Feedback !•  Score articles"•  Request edits or topics""Capture and Reuse!•  Flexible publishing

workflows ""HelpRankTM !

•  Machine learning optimization of search and organization"

Knowledge Analytics!•  Identify gaps in content

or quality""

Knowledge  Request  

ProacJve  or  ReacJve  

Transact  Self-­‐Service  or  

Agent  

Op:mize  HelpRankTM  and  CollaboraJon  

Synchronize  In  real-­‐Jme,  

customer  channels  update  

23

F1 Contextual Help" Description!"•  Embed contextually

relevant content into any site or within your product"

•  Navigate & search within your help center and change articles without leaving "

•  Customizable triggers (click, hover, timer, etc.)"

•  User permissions are applicable "

•  Supports custom branding"

"

Include  MindTouch  F1  Javascript  

Click  help  

24

MindTouch Cloud Architecture"

25

Technical and Business Challenges"Technical!•  Real-time monitoring"•  Alerting based on

thresholds"•  Rapid graph and report

creation"•  Ways to perform data

analysis"

Business!•  Small team"•  Budget limits"•  Multi-tenant service"•  Fastest time to value for

our customers"•  MSA: At least 99.5% up

time for the Services"

26

Enter Splunk Cloud"

27

MindTouch Requirements"Requirements!

1.  Managed"2.  Fast, reliable and real-time"3.  At least a month of data retention"4.  Alerts"5.  Parameterized graphs and grids"6.  Data analysis tools"

Splunk Cloud!1.  Yes"2.  Yes"3.  Yes"4.  Yes"5.  Yes"6.  Yes"

28

Business Analytics from Splunk Cloud"

29

Delivering Real-Time Analytics to Our Customers"

30

Customer Value From Real-Time Analytics"

•  Usage visibility"•  Pricing and value transparency"•  Help identifying:"–  customers who need help"–  customers who are succeeding""

Result for MindTouch à Increased customer retention!

31

Real-Time Monitoring With Splunk Cloud"

Cloud  Infrastructure  Dashboards  

32

Supporting DevOps With Splunk Cloud"

•  Real-time monitoring across our whole cloud infrastructure"•  Helps us maintain our > 99.5% up time"•  100% managed service"•  Triple our customer base without increasing our DevOps team"

Thank You!"

For more information, you can reach us at:"

www.mindtouch.com @MindTouch"