Fight back against the ISP Scorecards

Thomas VasenSubscriber Experience Evangelist

600 customers – 242 employees (35% R&D):

2010 2011 2012 2013 2014 2015

6 1118

3143

50

57

13

12

7

15Existing New

Customer GrowthTIER-1 SERVICE PROVIDERS

15+ YEARS OF SOFTWARE DEVELOPMENT IN

NETWORKS & APPLICATION AWARENESS

Corporate Snapshot:Private company with the backing of Francisco Partners – a $10B+ portfolio

HQ

R&D R&D

TAC

TAC

Confidential: Not for distribution without written consent of Procera Networks.

Customer Life-cycle: Interactions

FIND

GET

SETUP

USESUPPORT

PAY

MODIFY

Anyone seen this before?

Interesting, butnot actionable

What about this one?

Or this?

OTT Providers are winning the PR WAR on performance

8

Speed Quality

FCC Network Neutrality

“With respect to network performance, we adopt the following enhancements:

The existing transparency rule requires disclosure of actual network performance. In adopting that requirement, the Commission mentioned speed and latency as two key measures. Today we include packet loss as a necessary part of the network performance disclosure.

We expect that disclosures to consumers of actual network performance data should be reasonably related to the performance the consumer would likely experience in the geographic area in which the consumer is purchasing service.

We also expect that network performance will be measured in terms of average performance over a reasonable period of time and during times of peak usage.”

Source: page 73-74 of FCC-15-24A1, Emphasis Added

Consumer’s Choice on Quality

Airline Hospitality Restaurants

Not for Broadband

Download80.7 Mbps

Upload8.4 Mbps

Subscribers think Applications

Each with differentnetwork qualityrequirements

Show quality perApplication Type

Three ingredients to broadband quality

1. Throughput/Bandwidth/Speed2. Latency3. Packet Loss

Throughput/Bandwidth/Speed

Application Type Throughput Needs

Web Needs short bursts of download performance

Video Sustained throughput delivers good quality

Social Media Needs short bursts of download/upload performance

Gaming Most games do not require high bandwidth

Upload Sustained bursts of upload performance

Download Sustained bursts of download performance

Voice Low throughput requirements

Very dependent on the sampling frequency!

Latency

Application Type Throughput Needs

Web High latency leads to slow page load times

Video Not usually a concern except for initial loading of video

Social Media High latency can slow interactive sharing experience

Gaming High latency leads to lag in real-time games

Upload N/A

Download N/A

Voice High latency leads to poor voice experience

Packet Loss

Application Type Throughput Needs

Web Packet Loss can lead to slow page load times.

Video Less sensitive to loss unless it affects throughput

Social Media Packet Loss can slow interactive sharing experience

Gaming Packet Loss leads to lag in real-time games

Upload N/A

Download N/A

Voice Some loss can be tolerated, high loss leads to perceived latency

Different collection approaches…

Active Probes—Can affect the actual performance of network, especially during peak hours

Sampling—Does not provide consistent data for entire footprint

All subscriber traffic, all the time—Meets regulator guidance:

• Actual customer experience• In the actual geographic area • During Peak Usage

Measuring all traffic,all the time enables an operator to create their own ScoreCard

Putting it All Together

Application Type Throughput Latency Loss

Web Needs short bursts of download performance

High latency leads to slow page load times

Packet Loss can lead to slow page load times.

Video Sustained throughput delivers good quality

Not usually a concern except for initial loading of video

Less sensitive to loss unless it affects throughput

Social Media Needs short bursts of download/upload performance

High latency can slow interactive sharing experience

Packet Loss can slow interactive sharing experience

Gaming Most games do not require high bandwidth

High latency leads to lag in real-time games

Packet Loss leads to lag in real-time games

Upload Sustained bursts of upload performance N/A N/A

Download Sustained bursts of download performance N/A N/A

Voice Low throughput requirements High latency leads to poor voice experience

Some loss can be tolerated, high loss leads to perceived latency

“Graded” Quality Performance

Score Subjective Experience

A Awesome experience

B Almost perfect, but some slight impairments noticed

C Good experience but noticeable impairments

D Usable with frustrating impairments

E Really poor

F Unusable

Case Study

Captured in the Core

Break down by Perspectives

Device Location Subscriber Tier

Topology Perspective

Location Perspective

Subscriber Perspective

Subscriber Perspective

Impact

In summary – 3 use-cases

• Reporting to regulators on network performance with actual subscriber metrics

• Marketing to subscribers—Targeted service offerings “Good for Gaming!” —High Value SLA-based offerings—Scoring Service Plans by performance

• “An A for Video”—Promoting network capabilities

• Improving the network where deficiencies occur

or

vs

Thank You!thomas.vasen@proceranetworks.com