SaaS has transformed your business. The numbers say you’re running at least 4 apps today, powering everything from Sales to Operations to IT. SaaS delivers agility. So why would you need to monitor Salesforce.com, NetSuite, Marketo, or Office365? The more you run on SaaS, the more your business resiliency is dependent on actionable performance insight.

1. Watching SaaS Apps – Get Proactive
Keynote Tech Talk
October 2014

2. Welcome
You 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
Aaron Rudger
aaron.rudger@keynote.com
participate in Polls, Q & A and download files Gene Morris
gene.morris@keynote.com
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3. Every company depends on SaaS vendors…
who’s watching them?
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4. SaaS today
 >50% adoption
 4 apps average
 8 by end of 2015
 Agility: top benefit
What about your company?
4
“…software-as-a-service
is nearing its tipping point…”

5. POLL
How many SaaS apps is your
company using today?
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6. Famous outages
6
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?

7. POLL
The last time you has an issue using
a SaaS app, who did call (request
support)?

8. Impact across the enterprise
8
LoB IT
CMO, CRO,
etc
Web
properties
HTML
development
Mobile Apps
(outsource)
Development
QA
LoB Function
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

9. 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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10. 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 worth
to 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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11. 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

12. Disruptions
Application What it might mean to you What you can do about it
Marketing automation,
Digital assets unavailable, form
Re-route traffic to Facebook,
performance tracking and
submissions blocked. Cost per lead
LinkedIn or other static content
lead form, A/B testing
increasing, advertising spend waste.
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

13. 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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14. Web Monitoring for SaaS Demo
Keynote’s Business Applications

15. 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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16. 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