Kaseya Connect 2013: CEO Welcome

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Kaseya Connect 2013: CEO Welcome

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  • Welcome – Welcome to our 7-th Annual Kaseya Connect ConferenceIts our biggest and best conference ever andI am delighted to have this opportunity to get it under way, but firstI would like to thank the FOUR SEASONS staff – Tina Golden and her team for their five star support And I want to express my thanks to the KASEYA TEAM - Amy Riorden and all the Kaseyan’s who have supported her to make this Kaseya Connect a realityI would also be remiss for not expressing our deep gratitude to ALL of our sponsors for their generous support. Special mention to our Platinum sponsor IndependenceIT and our Gold Sponsor Autotask. We are excited to have our sponsors here Connect. They are a crucial part of our ecco system. Having them here provides that ready opportunity to network and communicateAnd a very special thanks to YOU, OUR CUSTOMERs, for making the effort to attend. I know many of you come a long way and it takes not an insignificant amount of time and effort, so we thank you for your attendanceWe have a great agenda lined up for this year….
  • ----- Meeting Notes (4/28/13 11:45) -----Network - PeersLearn Feedback to Kaseyan's - we need and appreciate your input
  • BY NOW EVERYONE MOST EVERYONE HERE HAS UPGRADEDover a third of tickets are environmentalespecially pronounced during major platform upgrades
  • Some background on the Kaseya Cloud – the kinds of features you would expect from a world-class offering
  • Special elements of the Kaseya Cloud include….
  • In process….
  • Intel?Five years
  • Intel?Five years
  • Discuss overview of misunderstanding of our strategy here; lots of confusionTalk about the investment and search for a team 3 full years
  • MORE FULLY REALIZE THE VALUE OF KASEYANOTICED THAT ON AVERAGE, IT MAKES A HUGE DIFFERENCE TO BECOME KCA
  • GAINING TRACTION through understanding of the need to operation a full NOC 24x7 supporting the Kaseya infrastructure and not to mention extending those services out to the customer
  • IDEA OF FORMING A BIG CLOUD APP SUITEWEB SERVICES IS A CORE PART OF HOW WE MOVE FORWARD
  • Kaseya Connect 2013: CEO Welcome

    1. 1. WelcomeGerald Blackie
    2. 2. About Connect• 10 General Sessions• 32 Breakout Sessions• Kaseya Labs• 33 sponsor partners/experts• Partner Pavillion open throughout• 30% Corporate / 70% Service Delivery• Networking, Learning & Feedback
    3. 3. 6.3 Update• Framework Release v6.3 is out• Slow roll out since Sept ’12• ~ ⅓ of customer base on v6.3• Of note: Kaseya’s Cloud• Significant performance improvements
    4. 4. The Kaseya Cloud0 50000 100000 150000 200000 250000 300000 350000 400000 450000United StatesAustraliaGreat BritainIndian SubcontinentCanadaNetherlandsBrazilSouth AfricaNew Zealand• 500K+ Endpoints• 160 countries represented
    5. 5. The Kaseya Cloud• Secure• Robust• Flexible• Performing• Scales• Global
    6. 6. Kaseya Cloud - Characteristics• Distributed Provisioning & Licensing• Provision K anywhere on internet• Preview Environment - full clone• Self serve, integrated ecommerceengine• Partner provisioning system
    7. 7. Kaseya Cloud - Integration• Public Cloud integration– Amazon – 1 pb data housed– Servicenow• Private Cloud integration– Open Stack
    8. 8. Kaseya Cloud - Ops• Operate a global relay system– 3 gigabits/sec sustained for presence• Utilize Akamai for cloud distribution• Fully redundant and fault tolerant withfull failover capacity• KITS team supports the platform 24x7
    9. 9. Kaseya Cloud - Provisioning• Most customers are multi-tenant• Dedicated instances to support– high volume customers– customers customization needs• ITaaS Provisioning - configurator• Web services support
    10. 10. The Kaseya Cloud – Dog Food• Agent on every instance (single pane)• KNM• Service Desk– Change Management• Automation Desk– Response and Remediation Services• Defined Automation– Scheduled Work/Processes
    11. 11. The Kaseya Cloud• Expected to grow exponentially in ’13• Most of Kaseya’s new installations• Vivonet largest MSP @ 5K• Intel’s support of its Edu offerings
    12. 12. What about Scale?• Scaling up drives costs down• Scaling up provides supports morerevenue• Avoids duplicating infrastructure• Reduces staff overhead
    13. 13. Scale begins @ 6.4 - Highlights• 6.3 ~ 30,000 endpoints per server• 6.4 A range of (depending on services)– 100K to 500K+ per server• Highly distributed architecture• Multiple web servers• Non-transactional data out of DB• Beginnings of overhaul of UI
    14. 14. Since Connect12• v6.3 Framework w Installers• KID 1.1• Service Billing 1.1• KSDU 1.1• Service Desk 1.4• KSBR 1.1• KDB (aka KOB) – 2.0• KNM 5 Standalone
    15. 15. Since Connect 12• ~ 100 Reports/DBs – Alpha/Labs• KNM v5 Integrated - Alpha/Labs• KBackUp 5 (aka BUDR) – Alpha/Labs• K-Remote Control 1.0 – Alpha/Labs
    16. 16. Since Connect12• Security Center – Alpha/Labs• KSBR2 – Beta/Labs• KMDM 1.2 Labs• V6.4 Alpha/Labs• Kaseya Live Connect App Alpha/Labs
    17. 17. Remote Control Strategy• Legacy Remote Control tab• Live Connect– Old: Browser-based– New: Air app• Kaseya Remote Control– Entirely new protocol– Multiple patents
    18. 18. Support Update• 13Q1 - 17K tickets – 30% up over 12Q1• Support’s Knowledge Base– 105K unique visits– 120K page views• Customer Support Satisfaction…
    19. 19. Support Update
    20. 20. Support Improvements• ⅓ Support consumers ignore KB• Knowledge Base Upgrade• KB embedded into Portal• Ask-the-expert• New Tier 4 staff being added
    21. 21. Large Accounts• New group lead by Mike Sanders• Assist VL Accounts– AM functions– Strategic services assistance• Engineering Integration/Customization• Business Process assistance• Sales, Professional Services, Support services
    22. 22. Account Management Teams• Invested in new AM Teams• A single point of contact for customers– Administration– Sales– Support– Services; KITS, Edu, ProServ• Customer Service gone
    23. 23. Strategy – Education• Tracy Hernandez / FIU• ~ 600 KCA/KCSDA world-wide• 275 Customers world-wide• 23 countries• Think Concepts Ltd, Auckland NZ- 5• Plans are to expand the approach
    24. 24. Strategy – ProfessionalServices• 2012 performed 1,400 engagements• Out of these efforts the contentsolution pack in 6.3 is available• Pink Verified Certification in process viathe Pro Serv team for Kaseya
    25. 25. KITS – NOC Services• Your backup Admin service• The Kaseya Cloud is biggest customer• 100 customers on service
    26. 26. Company Strategy• Evolve a world-class IT SystemsManagement Framework• Integrate the Framework with leadingCloud Apps• Support an ever wider range ofinfrastructure• Continue to evolve our innovativetechnologies to the benefit of ourcustomers
    27. 27. Thank you

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