Cloudera's predictive and proactive support provides customers with the broadest global coverage and deepest expertise. A dedicated global support team uses sophisticated analytics across multiple clusters to prevent issues before they occur. The team also provides technical guidance based on performance patterns and proactively monitors customer systems for issues. This predictive approach is complemented by reactive support when issues do occur, addressing incidents rapidly and making configuration recommendations. Customers benefit from fewer disruptions, improved performance, and a voice into Cloudera's roadmap and Apache community projects.

1. 1
Linden Hillenbrand | Sr. Manager, Global Support
March 2014
Cloudera Support
The Benefits of Predictive and Proactive Support

2. Who Are We?
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Responsible for customer facing Support teams at Cloudera
Customer Facing
Working with customers at Cloudera for > 2.5 years; Cloudera customers prior
Tenure
HDFS, HUE contributor and Customer Operations Engineer in prior lives
Contributors

3. 3
Expanding Your Big Data Strategy

4. Support Where and When You Need It
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Broadest global coverage and deepest knowledge base for superior reliability
Most Experience
Team comprised of contributors, committers, and Apache PMC members
Expertise You Rely On
Systematic case tracking and a diagnostic toolset to accelerate issue resolution
Complete Solution

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Dedicated Global Support Team

6. Customer Interaction
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Driving Customer Success
Proactive Support
 Staffed with experienced Customer Operations Engineers
 Proactively meet with customers to:
- Onboard new subscription customers into support and provide systems access
- Generate and disseminate CM license keys
- Leverage tools to analyze customer support usage over time
- Proactively monitor customer ‘health’ issues
- Execute support reviews, escalation reviews, and renewal discussions
 Partners with customer and account team to drive advocacy within Cloudera
 Disseminate customer experience and value with Cloudera Support

7. Driving Customer Focused Operational Success
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What is it that you say you do here?
• Customer insight interface
• Built on top of CDH
• > 80TBs, 6 data sources
• > 100 internal users
• CM diagnostic processing
Predictive
CSI
• Advanced alerting
• Expert recommendations
• Industry best practices
• Security alerts
• Cluster workload reporting
Customer
Need
• Proactive Impala queries
• Monacle, Cluster Stats
• Enterprise level experience
• InfoSec notification system
• Cluster health automation
Proactive
Team

8. Monacle
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• Being open source means a wealth of support knowledge exists externally we can use to
build on our internal knowledge support knowledge
• Cloudera Search used to bring external and internal knowledge into one search interface
• Apache Jiras, Apache Mailing lists, Hadoop books and publications
• Internal knowledge base and archived support cases
• Customer diagnostic bundles

9. Case Study: Enterprise Pharmaceutical Deployment
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Proactive Support
Engagement
• Onboarding and guidance for interacting with Cloudera Support
• Engaged to fully understand their deployment plan
• Worked to establish proper Support engagement best practices
• Provided break/fix based recommendations
• Proactively alerted based upon two security notifications
Reactive Support
Engagement
• 12 specific patches delivered as hot fixes
• Major product enhancement delivered according to schedule
• Two cases of rapid recovery from unexpected downtime
• Configuration recommendations that yielded 5X performance gain
• 100+ incidents resolved and dozens of teachable moments

10. Customer Quotes
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11. Our Differentiated Approach to Your Success
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Sophisticated analytics across multiple clusters to prevent issues before they occur
Predictive Support
Technical guidance based on performance patterns and the state-of-the-art
Proactive Support
Input into product roadmaps and projects supported by the Apache community
Voice of the Customer

13. Thank you for attending!
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