S299137 Enterprise Saa S Behind The Operational Scenes Of Oracle Crm On Demand

Enterprise SaaS: Behind the Operational Scenes of CRM On Demand Adam May, Director of Product Management, CRM On Demand

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Program Agenda

Current Enterprise SaaS Solution

Roadmap

VISA Case Study

Question and Answer

Oracle CRM On Demand Strategy Integrated CRM Packaged integrations to EBS, JDE, Siebel etc Social CRM Social Networks, Sales Productivity Solutions Enterprise Grade SaaS Appropriate tenancy on Oracle’s Grid Industry CRM CRM Solutions by Industry

Enterprise Grade SaaS Its All About the Service . . . ? SaaS Vendors Customers “ I couldn't care one bit how the application was running as long as the delivery price, usability, functionality and performance meet my requirements. From an end user perspective, who cares if it is running multi-tenant or single tenant in a virtualized environment” Price Usability Functionality Performance

Enterprise Grade SaaS Its All About the Service . . . ? Availability Security Integration Upgradeability IT Organizations “ I take responsibility for my company; its data and its technology, I expect high availability, complete security, and tight integration with my other systems There are times in our business cycles when we cannot and will not allow upgrades or patches to be installed…” SaaS Vendors Customers “ I couldn't care one bit how the application was running as long as the delivery price, usability, functionality and performance meet my requirements. From an end user perspective, who cares if it is running multi-tenant or single tenant in a virtualized environment” Price Usability Functionality Performance

Enterprise Grade SaaS Flexible & Reliable Deployment Options Monitoring Management Shared Pods Private Pods @Customer

CRM On Demand Network Architecture Hosting Environment Business Tier DMZ Tier Presentation Tier Data Tier Pod 1 … Load-Balancing / SSL Acceleration / NIDS Database Servers Web Application Servers Interactive & Batch Business Process Servers Firewall … Pod N Internet HTTPS … CRM On Demand Shared Services Command Center: Management, performance and security tools Intelligent Routing LDAP (Authentication) SMTP (Email) Backup System Network Attached Storage End User

Customers Chose Enterprise Grade SaaS

Customer Test Environment

2 Customer Test Environments offered (in addition to stage)

Leading CTE (Early Adopter)

Following CTE (Late follower)

No Cost

Details

Typical use: development, testing, training, etc.

Data, configuration, etc. controlled by customer (no refreshes)

One account / customer on each CTE

Up to 20 active users

Multi-tenant, no SLAs (but kept in standard production zone)

No automated transfer of data between systems

Forbidden: production use, load testing, security testing

Customer Test Environment

How to Request CTE account(s)

Submit a Service Request (Customer Care or through MetaLink)

The Service Request title must include “CTE account request”

State the desired type of CTE account(s) (Leading CTE , Following CTE, or Both)

Provide the name and contact information for the primary contact and administrator for the account

Provide the requestor’s production account name

<Insert Picture Here> Roadmap

Disaster Recovery has always been about Business… not computers

Most businesses view it in terms of risk vs. cost

43% of business impacted by disaster never reopen 1

72% of business impacted by disaster do not exist within 3 years from the disaster 1

93% of businesses that suffer significant data loss are out of business in 5 years 2

Regulated industries view it as a requirement…

Financial, Healthcare, Government, etc,

1 US National Fire Protection Agency 2 US Labor Dept

Business Continuity and DR Overview

Business

Analysis

Solution Design

Implementation

Testing

Maintenance / Optimization

Systems

Minimize the chance of unplanned downtime

Get the system back up ASAP when it does go down

Disaster Recovery when not able to bring up quickly

Sarbanes Oxley Hurricane Katrina London Terrorist Attack

There are Two Factors to Consider in DR Planning Catastrophe Strikes Disaster Declaration “ How much data can you afford to lose?” Recovery Point Objective (RPO) The maximum possible time-length for which data could be irretrievably lost if a disaster happens – usually equivalent to the time interval between backups Backups Service Restored “ How long can you afford to be down?” Recovery Time Objective (RTO) The maximum possible time-length for which the service could be down after a disaster is declared (note: this could be different from when a disaster actually strikes or begins to strike)

Disaster Recovery Services

Standard Service for all customers

Data storage on NAS

Daily and weekly backups to disk and tape

Tape storage in secure offsite storage vault facility

Hotbackup used for DB

DB, OS, File System backed up separately

Disaster Recovery (Single Tenant)

Staging System will be in CO and used for DR

Primary and secondary sites 700 miles apart

Geographically dispersed personnel

Identical infrastructure for consistent recovery

Semiannual testing

RPO: 1 hour RTO: 24 hours Dataguard DR Option

Disaster Recovery Comparison Description CRMOD CRMOD DR SLA 99.5 / 99.7 99.5 / 99.7 RPO Best Efforts 1 Hour Primary Site Location ADC ADC Operations Personnel Distributed Distributed Secondary Site TBD CO RTO Best Efforts 24 Hours Pricing Included Additional

Questions