SLA Webinar: Setting Expectations in SaaS

Case Study Presenters:

Tom Cignarella, VP of TechOps, Clickability
Jeff Johnson, Sr. Director of Professional Services, NaviSite
William Toll, Sr. Director of Marketing & Strategic Alliances, NaviSite

Moderators:
Dan Rhynhart, Blank Rome LLP
Lisa Casey Spaniel, Blank Rome LLP
 Opening Keynote:

John Suffolk
Her Majesty's Chief Technology Officer
UK Government

Early Bird Registration ends Monday, 20 September!

http://bit.ly/OnDemandEurope
 Save the Date!

All About the Cloud

May 24-26, 2011

The Palace Hotel, San Francisco

SaaS and Service Level Agreements: Your Contract May Not Be As Good As You Think

LEGAL SERVICES FOR TECHNOLOGY

Webinar Presenters

Daniel E. Rhynhart provides legal counsel to clients on a wide

range of business issues. He specializes in resolving disputes
arising from software development, design, implementation,
integration, maintenance, support, disaster recovery, and other
intellectual property issues.
Daniel E. Rhynhart
215.569. 5371
Rhynhart@BlankRome.com

Lisa Casey Spaniel concentrates her practice in intellectual property matters,

software and technology licensing, technology and business agreements and
transactions, electronic commerce and privacy issues, and promotions law.
She specializes in software and web site development, design,
implementation, integration, maintenance and support, disaster recovery and
source code escrow agreements and related outsourcing, hosting, application
Lisa Casey Spaniel service provider, OEM, resale and other sourcing and distribution agreements
215.569.5337
Casey@BlankRome.com and models.
Key Concepts for SaaS Service Level Agreements

 Service Availability.
 Scheduled Maintenance.
 Critical Maintenance.
 Maintenance Delays. (In the event
that Client does not permit Vendor
to conduct Maintenance)
Key Concepts for SaaS Service Level Agreements (cont.)

 Service Level Credits.

 Storage Utilization.
 Client Data.
 Client Caused Problems.
 Credit Exceptions.
Key Concepts for SaaS Service Level Agreements
Optional Provisions

 Response Time.
 Cooperation and Access to
Facilities, Data and Employees.
 Error Priority.
Introduction of Panelists

 NaviSite Case Study Presenters:

 Jeff Johnson, Sr. Director of Professional
Services
 William Toll, Sr. Director of Marketing &
Strategic Alliances

 Clickability Case Study Presenter:

 Tom Cignarella, VP of TechOps
 SLAs: Challenges, Management and Results

2010

Best Content Management Best Content Management

Solution Solution

CONFIDENTIAL & PROPRIETARY

 Clickability Overview
• Global Leader in Cloud Web Content Management Solutions
• Founded in 1999, Headquartered in San Francisco

CONFIDENTIAL & PROPRIETARY

 Clickability Statistics

Customers 80+ customers

Websites published 350+

Pages delivered 550+ million per month

Platform users 8,000+ active user licenses

Assets under management 25+ million

Content creation rate 20,000+ items per day

CONFIDENTIAL & PROPRIETARY

 SaaS: Delivery for the Enterprise
Criteria
• Protection of data
Security • Protection and integrity of systems
• Safe multi-tenant model
• Websites must be fast
Performance • Web applications are expected to be fast
• Application must cater to a wide range of
users and uses
• Expectations are very high for uptime of
Availability web applications and services
• CMS/Websites are mission critical
• Architecture must seamlessly support
Scalability adding capacity
• Technology must scale economically
CONFIDENTIAL & PROPRIETARY
Clickability Delivers
• Enterprise Infrastructure security (FWs,
IDS, etc.)
• Highly flexible, but tightly controlled
website development platform
• 3rd Party Security Audits and Testing
• Internal and External performance
monitoring and tracking
• Metrics integrated into the platform
• Fully redundant from “disk to data center”
• Architecture supports pooling of
resources
• Built in resiliency to internal latency, etc.
• All maintenance and upgrades done live
• Distributed application with loosely
coupled components
• Open source building blocks
 Challenge #1: A Standard SLA

One Size Fits All?

• Defining an SLA that is meaningful to a broad range of
customers:
– small high tech customers, high volume media publishers, govt
agencies, multi-billion financial companies, etc.

CONFIDENTIAL & PROPRIETARY

 Challenge #2: Measurement
Page Publishing Full Page Testing Distributed Tests

3rd Party Component Testing Site

3rd Party Component Testing Site

Testing Site
Clickability
Platform Testing Site

3rd Party Component Testing Site

3rd Party Component

Testing Site

• Filtering out the noise that is introduced by sites using 3rd party integration
• Distributed Testing to eliminate “internet noise”

CONFIDENTIAL & PROPRIETARY

 Challenge #3: Zero Downtime

• All maintenance, and updates are not service disrupting

• Other SaaS providers take exclusions for updates
– There are no free passes with SaaS

CONFIDENTIAL & PROPRIETARY

 Our SLA
• 99.9% Uptime, all Inclusive

• Technical Support responsiveness to customer issues

• Contract has implications for Clickability if they are not met

– Customers can early terminate contracts
– Credits can be received

CONFIDENTIAL & PROPRIETARY

 Meeting our SLAs: Infrastructure

CONFIDENTIAL & PROPRIETARY

 Meeting Our SLAs: Processes

• Fix things that break

• Monitoring/Notification needs constant attention

• Architectural reviews and solutions to issues

– TechOps and Engineering work closely together

• Establish Trust through Transparency

– Post Mortems, Monthly Reports, etc.

CONFIDENTIAL & PROPRIETARY

 Transparency and Trust
Real-time
Real-time platform
platform status
status
and
and performance
performance
http://status.clickability.com
http://status.clickability.com

Release
Release Blog
Blog for
for platform
platform
deployment
deployment updates
updates
http://release.clickability.com
http://release.clickability.com

CONFIDENTIAL & PROPRIETARY

 Challenges we still face

• Brown outs – Defining and measuring service degradations

•The application is available and is performing poorly

• Real time measurements

•Testing from around the world every second versus
every few minutes

CONFIDENTIAL & PROPRIETARY

 Thank You

Any follow up questions feel free to email me

tom@clickability.com

CONFIDENTIAL & PROPRIETARY

 SLA Webinar: Setting Expectations in SaaS
Featuring: Jeff Johnson of NaviSite, and William Toll of NaviSite

23
©
© 2010
2010 NaviSite,
NaviSite, Inc.
Inc.
NaviSite Case Study

Presented by,
Jeff Johnson
Sr. Director, Professional Services
jjohnson@navisite.com

© 2010 NaviSite, Inc.

NaviSite: Jeff Johnson Sr. Director, Professional Services

◘ Jeff Johnson Sr. Director, Application Development

▪ Responsible for managing custom application development
projects
▪ Application Development current focus is cloud and SaaS
enablement services
▪ Over 20 years of software development and technology
experience with software companies, professional services
firms, and Application service providers
▪ In past has worked at companies such as Siebel, Fidelity,
Surebridge and Pegasystems.

© 2010 NaviSite, Inc.

 NaviSite Data Sheet/Overview

◘ Publicly held company (NASDAQ: NAVI)

◘ Core offerings
▪ Managed Cloud Services, Managed Application Services, Managed
Hosting Services, Managed Messaging Services
◘ Deep applications expertise
▪ 300+ applications experts on staff
▪ IBM Lotus Domino, Sametime, Notes, Connections, WebSphere, DB2
Oracle E-Business Suite, PeopleSoft Enterprise, Siebel, JD Edwards
EnterpriseOne, Hyperion, Microsoft Exchange, Microsoft SharePoint
◘ Infrastructure expertise -SAS 70 Type II Certified data centers
▪ Multi-approach and layer security program

◘ Rich portfolio of complex enterprise hosting options

▪ Server and Storage Management, Database Management, Network and
Security Management, Data Protection & Disaster Recovery

26
© 2010 NaviSite, Inc.
NaviSite’s Global Footprint

12 State of the art China

Data Centers
• SAS 70 Type II Japan
Audited, PCI Services
United States
• 223,000 sq. ft of
usable space with
57% utilization United Kingdom
India

• Green Grid
Membership –
Towards Energy
Efficiency NaviSite Headquarters
SAS70 Type II Certified Data Center
Other Data Centers
• 1400+ Customers
Network Operations Center
POP
Operations in UK,
US and India

27
© 2010 NaviSite, Inc.
 Over 1400 Customers in Various Industry Verticals

Financial Service/
Media & Entertainment High Technology Manufacturing Other
Healthcare

28
© 2010 NaviSite, Inc.
 Case Study: NaviSite Standard SLA

◘ Redundancy Drives Uptime Commitments

◘ Reporting
▪ Customer must initiate request
▪ All service issues tracked in our ticketing system
◘ Credit Policy
▪ Credits based on Uptime and Service
▪ Non-redundant starts at 99.5% availability
▪ Highest redundancy provides 99.999%
▪ Credit Exceptions defined in detail

29
© 2010 NaviSite, Inc.
 Case Study: NaviSite Standard Incident Management

◘ Incident Management Process

▪ Incident Management Levels (1, 2, 3 , 4)
▪ TRX Monitors
▪ Post Mortem Process
▪ Incident Review Process

◘ Based on Service Level Agreements specific to each client

▪ Application instances, elements, or servers
▪ Database instances, tables, servers
▪ Server Hardware and Operating Systems
▪ Storage Subsystems
▪ Security Devices
▪ Network Devices
▪ Applications/policy

30
© 2010 NaviSite, Inc.
NaviSite Case Study: Complicated SLA for the Enterprise

◘ Enterprise customer (Famous Top 10 Internet Brand)

offering SAAS based application to SMB market
▪ Required High Availability, Response Time Guarantees, and
Full DR solution
▪ Required Managed Hosting, Application Development, and
Customer Service
▪ SAS70 and PCI Compliant Solution Required
▪ Customer moving from previous vendor which did not deliver
and they did not have a solid SLA that covered them
▪ Customer Expectations High – Importance to NaviSite High
▪ Project Deadline Required Fast Turnaround

© 2010 NaviSite, Inc.

NaviSite Case Study: Challenges Presented

◘ High Expectations for Availability and Response Time

(customer determined not to get burned again)
◘ Customer Service requirements present challenge as it is a
non core business
◘ Response Time and Availability SLA around a non-defined
Custom Application
◘ SAS70 and PCI Compliance
◘ Internal Politics and Challenges

© 2010 NaviSite, Inc.

 NaviSite Case Study: SLA Structure and Approach

◘ Separate SLAs for Hosting, Applications and Customer

Service
◘ Start with Standard and work from there
◘ Discuss and Agree on Business Requirements First
◘ Get Modified Agreements to a Point Acceptable to Customer
and Operations - then engage legal
◘ Account for Reporting and Monitoring required
◘ Negotiate all Exceptions

33
© 2010 NaviSite, Inc.
 NaviSite Case Study: What we Negotiated

◘ Application Response Times: negotiated customer storage

functional requirements against response times
◘ Customer Service Response and Turnaround Times
◘ Chronic Failures – termination clause
◘ Increased Pricing to Handle Advanced Monitoring and Alerts

34
© 2010 NaviSite, Inc.
 NaviSite Case Study: Lessons Learned

◘ Break up SLA as needed

◘ Details, Details, Details
◘ Ensure Reporting can track against SLA
◘ SLA is critical to long-term customer satisfaction
◘ SLA is done and negotiated at the end of the Sale but you
MUST work through the details
◘ Involve the Operations Team if Exceptions are being
negotiated

35
© 2010 NaviSite, Inc.
 NaviSite’s SaaS & Cloud Enablement Solutions

Presented by,
William Toll
Sr. Director, Marketing – SaaS Channel
NaviSite
wtoll@navisite.com

36
© 2010 NaviSite, Inc.
NaviSite: William Toll, Sr. Director Marketing – SaaS Channel

◘ William Toll, Sr. Director, Marketing – SaaS Channel

▪ Responsible for optimizing NaviSite’s managed hosting and
cloud services products for ISVs
▪ Evangelizing and promoting SaaS & Cloud Architectures and
business models in the ISV community.
▪ Held marketing and product management positions in the Web
hosting and financial industry since the late 1990s.
▪ In past positions at companies such as NTT/VERIO, Affinity
Internet, Intermedia.NET.

© 2010 NaviSite, Inc.

 SaaS Partner Program

38
© 2010 NaviSite, Inc.
NaviCloud: Next Generation Cloud Computing Platform

The on-demand provisioning and consumption of IT services which is

elastic and usage billed

Virtualization
Enterprise &
ISV/SaaS Focus

Unified Compute
Self or Fully
Managed

Service Storage
Storage
Oriented

Integration with Setting the standard for Enterprise-Class

Physical Systems performance based on VMware vSphere, Cisco
Unified Compute, and IBM XiV.

39
© 2010 NaviSite, Inc.
 ISV Requirements in the Cloud

▪ Security verification and hardening of hosts

▪ Secure dedicated back-end network per customer requirements
Security ▪ Enterprise-class firewalls, IDS, application firewalls, two factor
authentication and other common security products
▪ SAS 70 Type II, PCI, HIPAA compliant datacenters

• Enterprise vendors: Microsoft Windows Server, Microsoft SQL

Server, CISCO, IBM and VMware to provide Enterprise Class
Performance Performance
• High-Speed Server Quality CPUs and RAM
• 40 GB Ethernet and Fiber channel infrastructure

• 99.999% resource availability as per SLAs

Availability • Built in local HA and available disaster recovery services
• Multiple backup options

40
© 2010 NaviSite, Inc.
 AppCenter GUI – Basic Navigation

NaviSite AppCenter
Cloud UI

•Environment Based
Approach
•Add Servers, Delete
Servers,
•Create and Build
from Templates
•Monitor Servers,
Network Devices
•Managed Firewalls,
Load Balancers
•Unmanaged,
Managed Servers with
Change Control
•Roles Based

41
© 2010 NaviSite, Inc.
 Contact NaviSite

42
© 2010 NaviSite, Inc.
 How to Submit Questions
• Expand your control panel
with the arrow button.

• Type your questions and hit

send in the chat box.

• We’ll answer them in real

time and pick the most
popular questions to
answer at the completion
of the webinar

-- OR --

• Press *1 on your phone to

be placed in the queue.
 Q&A
Case Study Presenters:
Tom Cignarella, VP of TechOps, Clickability
Jeff Johnson, Sr. Director of Professional Services, NaviSite
William Toll, Sr. Director of Marketing & Strategic Alliances, NaviSite

Moderators:
Dan Rhynhart, Blank Rome LLP
Lisa Casey Spaniel, Blank Rome LLP
 Thanks for participating!

The webinar recording will be posted to

the SIIA blog, and you will be notified
by email when it is available.