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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.
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w h  Case Study Presenters:


V eff ohnson, Sr. Director of
Professional Services
V William Toll, Sr. Director of Marketing &
Strategic Alliances

w i    Case Study Presenter:


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

± 

_  
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CONF DENT AL & PROPR ETARY


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- .
‡ Global Leader in Cloud Web Content Management Solutions
‡ Founded in 1999, Headquartered in San Francisco

CONF DENT AL & PROPR ETARY


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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

CONF DENT AL & PROPR ETARY


 /¢
0     
Criteria Clickability Delivers
Security ‡ Protection of data ‡ Enterprise nfrastructure security 6FWs,
‡ Protection and integrity of systems DS, etc.)
‡ Safe multi-tenant model ‡ Highly flexible, but tightly controlled
website development platform
‡ 3rd Party Security Audits and Testing

Performance ‡ Websites must be fast ‡ nternal and External performance


‡ Web applications are expected to be fast monitoring and tracking
‡ Application must cater to a wide range of ‡ Metrics integrated into the platform
users and uses

Availability ‡ Expectations are very high for uptime of ‡ Fully redundant from ³disk to data center´
web applications and services ‡ Architecture supports pooling of resources
‡ CMS/Websites are mission critical ‡ Built in resiliency to internal latency, etc.
‡ All maintenance and upgrades done live

Scalability ‡ Architecture must seamlessly support ‡ Distributed application with loosely


adding capacity coupled components
‡ Technology must scale economically ‡ Open source building blocks

CONF DENT AL & PROPR ETARY


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‡ 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.

CONF DENT AL & PROPR ETARY


 %1 /$ # 
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3rd Party Component * % 

3rd Party Component * % 


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3rd Party Component * % 


3rd Party Component
* % 

‡ Filtering out the noise that is introduced by sites using 3rd


party integration
‡ Distributed Testing to eliminate ³internet noise´

CONF DENT AL & PROPR ETARY


 %1/2 ¢. 

‡ All maintenance, and updates are not service disrupting


‡ Other SaaS providers take exclusions for updates
± There are no free passes with SaaS

CONF DENT AL & PROPR ETARY


-# 

‡ 99.9% Uptime, all nclusive

‡ 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

CONF DENT AL & PROPR ETARY


$ %#  /30  # # 
Active-Active Data
Centers

100% Redundant

100% capacity in
each datacenter

Automated
Failover

Real time data


replication

CONF DENT AL & PROPR ETARY


$ %-#  /( 

‡ Fix things that break

‡ Monitoring/Notification needs constant attention

‡    #  . "#  #


± TechOps and Engineering work closely together

‡ Establish Trust through Transparency


± Post Mortems, Monthly Reports, etc.

CONF DENT AL & PROPR ETARY


*  
 "* #
Real-time platform status
and performance
=   

  


Release Blog for platform


deployment updates
= 

  


CONF DENT AL & PROPR ETARY


 %. 0 

‡ 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

CONF DENT AL & PROPR ETARY


* 4#

Any follow up questions feel free to email me


tom@clickability.com

CONF DENT AL & PROPR ETARY


 5! / %)  
Featuring: eff ohnson of NaviSite, and William Toll of NaviSite

23
â 2010
â 2010 NaviSite,
NaviSite, nc.
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â 2010 NaviSite, nc.


NaviSite: eff ohnson Sr. Director, Professional Services

Ž eff ohnson Sr. Director, Application Development


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

â 2010 NaviSite, nc.


NaviSite Data Sheet/Overview

Ž Publicly held company 6NASDAQ: NAV )


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

Ž Rich portfolio of complex enterprise hosting options


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

26
â 2010 NaviSite, nc.
NaviSite¶s Global Footprint

  0   China
¢   
‡ SAS 70 Type apan
Audited, PC Services
United States
‡ 223,000 sq. ft of
usable space with
57% utilization United Kingdom
ndia

‡ Green Grid
Membership ±
Towards Energy
Efficiency NaviSite Headquarters
SAS70 Type Certified Data Center
Other Data Centers
‡ 1400+ Customers
Network Operations Center
POP
- &8,
& "3"

27
â 2010 NaviSite, nc.
Over 1400 Customers in Various ndustry Verticals

+   9


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28
â 2010 NaviSite, nc.
Case Study: NaviSite Standard SLA

Ž Redundancy Drives Uptime Commitments


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

29
â 2010 NaviSite, nc.
Case Study: NaviSite Standard ncident Management

Ž ncident Management Process


ƒ ncident Management Levels 61, 2, 3 , 4)
ƒ TRX Monitors
ƒ Post Mortem Process
ƒ ncident Review Process

Ž Based on Service Level Agreements specific to each client


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

30
â 2010 NaviSite, nc.
NaviSite Case Study: Complicated SLA for the Enterprise

Ž Enterprise customer 6Famous Top 10 nternet Brand)


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

â 2010 NaviSite, nc.


NaviSite Case Study: Challenges Presented

Ž High Expectations for Availability and Response Time


6customer determined not to get burned again)
Ž Customer Service requirements present challenge as it is a
non core business
Ž Response Time and Availability SLA around a non-defined
Custom Application
Ž SAS70 and PC Compliance
Ž nternal Politics and Challenges

â 2010 NaviSite, nc.


NaviSite Case Study: SLA Structure and Approach

Ž Separate SLAs for Hosting, Applications and Customer


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

33
â 2010 NaviSite, nc.
NaviSite Case Study: What we Negotiated

Ž Application Response Times: negotiated customer storage


functional requirements against response times
Ž Customer Service Response and Turnaround Times
Ž Chronic Failures ± termination clause
Ž ncreased Pricing to Handle Advanced Monitoring and
Alerts

34
â 2010 NaviSite, nc.
NaviSite Case Study: Lessons Learned

Ž Break up SLA as needed


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

35
â 2010 NaviSite, nc.
NaviSite¶s SaaS & Cloud Enablement Solutions

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36
â 2010 NaviSite, nc.
NaviSite: William Toll, Sr. Director Marketing ± SaaS Channel

Ž William Toll, Sr. Director, Marketing ± SaaS Channel


ƒ Responsible for optimizing NaviSite¶s managed hosting and
cloud services products for SVs
ƒ Evangelizing and promoting SaaS & Cloud Architectures and
business models in the SV community.
ƒ Held marketing and product management positions in the Web
hosting and financial industry since the late 1990s.
ƒ n past positions at companies such as NTT/VER O, Affinity
nternet, ntermedia.NET.

â 2010 NaviSite, nc.


SaaS Partner Program

38
â 2010 NaviSite, nc.
NaviCloud: Next Generation Cloud Computing Platform

The  provisioning and consumption of T services which is



and  

Virtualization
Enterprise &
SV/SaaS Focus

Unified Compute
Self or Fully
Managed

Service Storage
Storage
riented

ntegration with Setting the standard for Enterprise-Class


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

39
â 2010 NaviSite, nc.
SV Requirements in the Cloud

ƒ Security verification and hardening of hosts


ƒ Secure dedicated back-end network per customer requirements
Security ƒ Enterprise-class firewalls, DS, application firewalls, two factor
authentication and other common security products
ƒ SAS 70 Type , PC , H PAA compliant datacenters

‡ Enterprise vendors: Microsoft Windows Server, Microsoft SQL


Server, C SCO, BM 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


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

40
â 2010 NaviSite, nc.
AppCenter GU ± Basic Navigation

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‡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
â 2010 NaviSite, nc.
41
Contact NaviSite

Web
‡ www.navisite.com
‡ www.navisite.com/saas

Telephone
‡ 1-877-485-9251
‡ +978-682-8300

Email
‡ partner@navisite.com

42
â 2010 NaviSite, nc.
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
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