keynote tech talks: watching saas apps with keynote
TRANSCRIPT
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
Aaron [email protected]
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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: [email protected]
Feedback and additional questions: [email protected]