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Enterprise SaaS:Behind the Operational Scenes of CRM On Demand

Adam May, Director of Product Management, CRM On Demand

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor Statement

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Program Agenda

• Current Enterprise SaaS Solution

• Roadmap

• VISA Case Study

• Question and Answer

Oracle CRM On Demand Strategy

Integrated CRMIntegrated CRMIntegrated CRMIntegrated CRMPackaged integrations to EBS, JDE, Siebel etc

Social CRMSocial CRMSocial CRMSocial CRMSocial Networks, Sales Productivity Solutions

Enterprise Grade SaaSEnterprise Grade SaaSEnterprise Grade SaaSEnterprise Grade SaaSAppropriate tenancy on Oracle’s Grid

Industry CRMIndustry CRMIndustry CRMIndustry CRMCRM Solutions by Industry

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 SaaSIts All About the Service . . . ?

Availability Security IntegrationUpgradeability

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 SaaSIts All About the Service . . . ?

Shared Pods

Private Pods

@Customer

Enterprise Grade SaaSFlexible & Reliable Deployment Options

Monitoring

Ma

na

ge

men

t

Hosting Environment

BusinessTier

DMZTier

PresentationTier

DataTier

Pod 1…

Load-Balancing / SSL Acceleration /NIDS

DatabaseServers

Web ApplicationServers

Interactive &Batch Business Process Servers

Firewall

…

Pod N

InternetHTTPS

End User

…

CRM On DemandShared Services

Command Center: Command Center: Management, performanceManagement, performance

and security toolsand security tools

Intelligent Routing

LDAP(Authentication)

SMTP(Email)

BackupSystem

NetworkAttachedStorage

CRM On Demand Network Architecture

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

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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 reopen1

• 72% of business impacted by disaster do not exist within 3 years from the disaster1

• 93% of businesses that suffer significant data loss are out of business in 5 years2

• Regulated industries view it as a requirement… • Financial, Healthcare, Government, etc,

1 US National Fire Protection Agency2 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 hourRTO: 24 hours

Dat

agu

ard

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

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Questions