A11: Getting to SaaS

1. A11: Getting to SaaS Abstract: SaaS is fundamentally changing the software business model but it also has architectural and technical considerations compared to traditional (packaged, on-premises) applications. Moving a packaged, on-premises application to SaaS  (Software-as-a-Service) is much more than simply hosting a copy of the application so it can be accessed over the internet on a subscription basis.   There are some significant technical and architectural challenges that you will face if you want to be successful with SaaS.  After a brief introduction about SaaS, its business drivers, trends and taxonomy, this session will focus on some of the challenges that you will face as you move your packaged, on-premises applications, to a SaaS-based one and where to start.  We will specifically focus on such issues as multitenancy, security, billing and provisioning. Audience: CTO/CIO, Beginner from a SaaS perspective Take-aways: What is SaaS | What is it not | How is it different from packaged application deployments Technical and Architectural Challenges | Issues to consider and address How do you start moving your application to a SaaS-based one | Not only one way Call to action: Look at your application(s) from SaaS perspective | ID opportunities it brings Outline: What is SaaS. Business drivers. Taxonomy. Evolution and Trends. SaaS and packaged applications Disrupting each other? Are they complementary? What is the value difference? Differences. Deploying SaaS and on-premises Challenges/Issues to address for SaaS Multitenancy (sharing vs. isolating) Security (Identity and access management. Privacy) Automated repeatable tasks (Provisioning, Monetization (Billing and payment), Management, administration, monitoring) How do you start moving your application to a SaaS-based one Assess: Business and technical. Not only one way -- Abstract: SaaS is fundamentally changing the software business model but it also has architectural and technical considerations compared to traditional (packaged, on-premises) applications. Moving a packaged, on-premises application to SaaS  (Software-as-a-Service) is much more than simply hosting a copy of the application so it can be accessed over the internet on a subscription basis.   There are some significant technical and architectural challenges that you will face if you want to be successful with SaaS.  After a brief introduction about SaaS, its business drivers, trends and taxonomy, this session will focus on some of the challenges that you will face as you move your packaged, on-premises applications, to a SaaS-based one and where to start.  We will specifically focus on such issues as multitenancy, security, billing and provisioning. Audience: CTO/CIO, Beginner from a SaaS perspective Take-aways: What is SaaS | What is it not | How is it different from packaged application deployments Technical and Architectural Challenges | Issues to consider and address How do you start moving your application to a SaaS-based one | Not only one way Call to action: Look at your application(s) from SaaS perspective | ID opportunities it brings Outline: What is SaaS. Business drivers. Taxonomy. Evolution and Trends. SaaS and packaged applications Disrupting each other? Are they complementary? What is the value difference? Differences. Deploying SaaS and on-premises Challenges/Issues to address for SaaS Multitenancy (sharing vs. isolating) Security (Identity and access management. Privacy) Automated repeatable tasks (Provisioning, Monetization (Billing and payment), Management, administration, monitoring) How do you start moving your application to a SaaS-based one Assess: Business and technical. Not only one way --

2. Agenda What is SaaS Building for SaaS Summary

3. What is SaaS? Subscribe to use the software rather than acquiring it Application is owned, hosted, supported, and maintained by service provider Accessed remotely over the Internet by multiple customers (tenants)

4. For Application Partners it means… Reach more/newer customers Grow your business. Economies of scale Standardize offerings Focus on improvements, not supporting one-offs SaaS Benefits: To the vendor Costs spread across all customers (through multitenancy) Vendor can focus on driving product improvements and broaden feature offerings as opposed to supporting an array of unique client implementations. Greater long-term financial control and revenue management --- Reach more/newer customers No need to purchase IT infrastructure Cost vs. capital expense Economy-of-scale --- Types of SaaS include Line-of-Business SaaS Consumer SaaS, e.g. Google Apps SaaS Benefits: To the vendor Costs spread across all customers (through multitenancy) Vendor can focus on driving product improvements and broaden feature offerings as opposed to supporting an array of unique client implementations. Greater long-term financial control and revenue management --- Reach more/newer customers No need to purchase IT infrastructure Cost vs. capital expense Economy-of-scale --- Types of SaaS include Line-of-Business SaaS Consumer SaaS, e.g. Google Apps

5. For End-users it means… Lower initial costs Pay for use, not IT / infrastructure Faster time-to-value, from months to days. Cost effective dynamic scalability SaaS Benefits To the customer: When someone “buys” a SaaS app, they are getting all the associated pieces: the network, the servers, security, support, etc. in addition to what the customer really wanted: the app functionality. Lower pricing Rent and “pay-as-you-go” for the most advanced applications rather than continually purchasing new software Quicker delivery/implementation (from months to just weeks or days) No wait time to receive upgrades, at no cost such as installation/setup fees Ongoing innovation with swifter adoption of technology No hidden technology costs Allows customers to utilize exactly what they need, when they need it thus preventing the purchase and maintenance (costs) of underutilized hardware and software Solutions with global reach (for global/distributed enterprises) --- Reach more/newer customers No need to purchase IT infrastructure Cost vs. capital expense Economy-of-scale --- Types of SaaS include Line-of-Business SaaS Consumer SaaS, e.g. Google Apps SaaS Benefits To the customer: When someone “buys” a SaaS app, they are getting all the associated pieces: the network, the servers, security, support, etc. in addition to what the customer really wanted: the app functionality. Lower pricing Rent and “pay-as-you-go” for the most advanced applications rather than continually purchasing new software Quicker delivery/implementation (from months to just weeks or days) No wait time to receive upgrades, at no cost such as installation/setup fees Ongoing innovation with swifter adoption of technology No hidden technology costs Allows customers to utilize exactly what they need, when they need it thus preventing the purchase and maintenance (costs) of underutilized hardware and software Solutions with global reach (for global/distributed enterprises) --- Reach more/newer customers No need to purchase IT infrastructure Cost vs. capital expense Economy-of-scale --- Types of SaaS include Line-of-Business SaaS Consumer SaaS, e.g. Google Apps

6. Multitenancy Tenant = Customer Each tenant has their own end-users Each tenant experience is that the application is dedicated to them Allow computing resources to be shared among tenants Multiple implementation models Wikipedia: Multitenancy refers to the architectural principle, where a single instance of the software runs on a software-as-a-service (SaaS) vendor's servers, serving multiple client organizations (tenants). Multitenancy is contrasted with a multi-instance architecture where separate software instances (or hardware systems) are set up for different client organizations. With a multitenant architecture, a software application is designed to virtually partition its data and configuration so that each client organization works with a customized virtual application instance. Wikipedia: Multitenancy refers to the architectural principle, where a single instance of the software runs on a software-as-a-service (SaaS) vendor's servers, serving multiple client organizations (tenants). Multitenancy is contrasted with a multi-instance architecture where separate software instances (or hardware systems) are set up for different client organizations. With a multitenant architecture, a software application is designed to virtually partition its data and configuration so that each client organization works with a customized virtual application instance.

7. Packaged Applications vs. SaaS

8. It’s Happening… Now Over 200 Progress Application Partners Are Doing SaaS Now ~ 40% Say It Will Be More Than Half Their New Business By 2010

9. Agenda What is SaaS Building for SaaS Summary

10. What Do You Need

11. What Do You Need

12. Multitenancy – Major Architectural Options Everything Isolated Everything Isolated Except Infrastructure Shared Everything Shared Everything Except DBs What is SaaS and what is not?: Is in the eye of the beholder. From a user perspective any of these are SaaS. As they use it and become more educated about SaaS they’ll understand the differences between hosted applications vs. software-as-a-service. From their perspective, however, but is really important is to run their business and are likely to focus on solutions that help meet their needs. What is SaaS and what is not?: Is in the eye of the beholder. From a user perspective any of these are SaaS. As they use it and become more educated about SaaS they’ll understand the differences between hosted applications vs. software-as-a-service. From their perspective, however, but is really important is to run their business and are likely to focus on solutions that help meet their needs.

13. A. Everything Isolated User experience Very similar to traditional packaged applications On- / off-premises possible Technical considerations include Web browser-based VPN to Citrix, Terminal Emulation, Host User experience Very similar to traditional packaged applications On- / off-premises possible Technical considerations include Web browser-based VPN to Citrix, Terminal Emulation, Host

14. B. Everything Isolated Except Infrastructure User experience Very similar to traditional packaged applications On- / off-premises possible Technical considerations include Web browser-based VPN to Citrix, Terminal Emulation, Host User experience Very similar to traditional packaged applications On- / off-premises possible Technical considerations include Web browser-based VPN to Citrix, Terminal Emulation, Host

15. Database No change needed vs. on-premises database. Tenant-awareness provided by infrastructure or Tenant awareness through db naming model: e.g. <tenant1>/db, dbsfolder/<tenant1>db,… Services Tenant-awareness provided by infrastructure Infrastructure Host per tenant Shared host: Application, OpenEdge naming / configuration per tenant (see above) Citrix / Terminal Services “partition” per tenant Virtual environment / software appliance per tenantDatabase No change needed vs. on-premises database. Tenant-awareness provided by infrastructure or Tenant awareness through db naming model: e.g. <tenant1>/db, dbsfolder/<tenant1>db,… Services Tenant-awareness provided by infrastructure Infrastructure Host per tenant Shared host: Application, OpenEdge naming / configuration per tenant (see above) Citrix / Terminal Services “partition” per tenant Virtual environment / software appliance per tenant

16. C. Shared Everything User experience Generally similar to web-based service offerings Technical considerations include Shared infrastructure SOA Application and Platform Architecture are a must Typically web browser-based Low TCO, high agility and scalability requires a SaaS PlatformUser experience Generally similar to web-based service offerings Technical considerations include Shared infrastructure SOA Application and Platform Architecture are a must Typically web browser-based Low TCO, high agility and scalability requires a SaaS Platform

19. D. Shared Everything Except DBs User experience Generally similar to web-based service offerings Technical considerations include Shared infrastructure SOA Application and Platform Architecture are a must Typically web browser-based Low TCO, high agility and scalability requires a SaaS PlatformUser experience Generally similar to web-based service offerings Technical considerations include Shared infrastructure SOA Application and Platform Architecture are a must Typically web browser-based Low TCO, high agility and scalability requires a SaaS Platform

22. Sharing, best when… Customizations not required. Separate versions not required. It offers the least cost to serve, but data security and version and performance control (per customer SLAs) may be issues For commodity applications Isolating, best when… Customizations are required. Multiple versions are required.Implementation cost is not the most important driverEasier performance control (per customer SLAs).For specialized applications Application Shared nothing: Separate instances per tenant, different versions different code-bases, customizable Shared version: Separate instances per tenant, same version single code-base, configurable Shared instance: One instance shared for all tenants. Limited scalability Shared platform: Multiple instances shared for all tenants Infrastructure and services Shared nothing Shared hardware, OS and services. Separate application infrastructure Shared all: Hardware, OS, services and application infrastructure Data Shared nothing Shared data store, no custom/extended schemas Shared data store, custom/extended schemas Sharing, best when… Customizations not required. Separate versions not required. It offers the least cost to serve, but data security and version and performance control (per customer SLAs) may be issues For commodity applications Isolating, best when… Customizations are required. Multiple versions are required.Implementation cost is not the most important driverEasier performance control (per customer SLAs).For specialized applications Application Shared nothing: Separate instances per tenant, different versions different code-bases, customizable Shared version: Separate instances per tenant, same version single code-base, configurable Shared instance: One instance shared for all tenants. Limited scalability Shared platform: Multiple instances shared for all tenants Infrastructure and services Shared nothing Shared hardware, OS and services. Separate application infrastructure Shared all: Hardware, OS, services and application infrastructure Data Shared nothing Shared data store, no custom/extended schemas Shared data store, custom/extended schemas

23. When to Consider

24. Typical SaaS Configurations Most popular configurations WebSpeed WebClient™ Citrix / Terminal Services - OpenEdge® GUI Client Using hosting provider ~50% Multi-tenancy Most doing (Time to market) Everything Isolated Everything isolated Except Infrastructure A few Shared everything, but db Very few Shared everything # Tenants: 2-200 # Users: 2-40000 Metrics: User, transaction, employee, job, … Challenges: More management, monitoring and access Metrics: User, transaction, employee, job, … Challenges: More management, monitoring and access

25. What Do You Need

26. Provisioning Tenants and Application Provisioning Configurability to organizational, business or services Provision incremental on-demand functionality User Provisioning Create, maintain, [de]activate, propagate, delegate Users, groups, roles and attributes Provisioning interfaces for integration with Security, identity management, metering, billing, payments User self-service and customer service Server Provisioning: Define server configuration based on organizational, business or service requirements (e.g. hw/sw components, clusters, RAID, mirroring, etc.) Target users: Hoster, BSP, Business/Account Manager, VBN Manager Application Provisioning: Equivalent to Server Provisioning for Applications, Business Services or their components Target users: BSP, Business/Account Manager, VBN Manager User Provisioning: Type of identity management to create, maintain, propagate, consolidate, activate and deactivate user “objects” and user attributes generally stored in standard user systems, directories or applications The user objects are recipients of a service Examples of services include access to a database or business application Target user: End-user Business/LOB Manager Support USS (User Self-Service) initiation Support CSR (Customer Service Representative) initiation Integrated view of USS and CSR for CRM and HelpdeskServer Provisioning: Define server configuration based on organizational, business or service requirements (e.g. hw/sw components, clusters, RAID, mirroring, etc.) Target users: Hoster, BSP, Business/Account Manager, VBN Manager Application Provisioning: Equivalent to Server Provisioning for Applications, Business Services or their components Target users: BSP, Business/Account Manager, VBN Manager User Provisioning: Type of identity management to create, maintain, propagate, consolidate, activate and deactivate user “objects” and user attributes generally stored in standard user systems, directories or applications The user objects are recipients of a service Examples of services include access to a database or business application Target user: End-user Business/LOB Manager Support USS (User Self-Service) initiation Support CSR (Customer Service Representative) initiation Integrated view of USS and CSR for CRM and Helpdesk

27. Identity and Access Management More than your current authentication, authorization Multitenant (e.g. more than one “John Smith”) Configurable per tenant Diverse identity management single sign-on requirements Guarantees that a tenant cannot get access to some other tenants data Identity management provides or integrates with Access control system Restrict by tenant in addition to User-, Role-, Policy-based Management of a user's credentials and how they might log onto a service or resource (e.g. application, module, function, system, device, etc.). Management of a user's credentials and how they might log onto a service or resource (e.g. application, module, function, system, device, etc.).

28. Usage Metering, Billing, and Payments How do you bill today? License and maintenance Flexible, configurable metrics User, flat-rates, one-time, transaction, document Usage metering Evaluation and trials Metering captures usage. Generate invoices Tenant Usage type Charge and frequency type Policies (e.g. price, discount schemes) Integrate with Payments system: Dunning, collection, suspension, cancellation, notifications Identity management, PCI, provisioning, USS, CSR, CRM Billing and Payments: System to send accounts to customers for the services provided Security: Support/ Compliance w/ PCI (Payment Card Industry - privacy ) /DSS (Data Security Standards), digital signatures, etc. Integrate w/ 1) provisioning ( setting up new accounts ), 2) CRM, 3) Helpdesk, 4) Service planning and monitoring events (availability, planned and unplanned downtime, etc.) … Determine pricing and rates (usage – business metrics -, flexible billing units, subscription, evals) Definition of payment plans (one-offs, subscription, recurrence, renewals… / frequency flexibilty: one-offs, day, week, month, quarter, semester, year, multi-year…) Integration w/ usage monitoring Calc and generation of invoices Invoice/Bills delivery: Physical and Electronic Remittance management and Automated payment processes Communications “engine” (for events and task-based alerts and notifications) – Allow customers to personalize preferred channel, type, frequency, recipients, etc. Collection and dunning Service management: Suspension, activation and exceptions handling. History and Audit tracking Etc Billing and Payments: System to send accounts to customers for the services provided Security: Support/ Compliance w/ PCI (Payment Card Industry - privacy ) /DSS (Data Security Standards), digital signatures, etc. Integrate w/ 1) provisioning ( setting up new accounts ), 2) CRM, 3) Helpdesk, 4) Service planning and monitoring events (availability, planned and unplanned downtime, etc.) … Determine pricing and rates (usage – business metrics -, flexible billing units, subscription, evals) Definition of payment plans (one-offs, subscription, recurrence, renewals… / frequency flexibilty: one-offs, day, week, month, quarter, semester, year, multi-year…) Integration w/ usage monitoring Calc and generation of invoices Invoice/Bills delivery: Physical and Electronic Remittance management and Automated payment processes Communications “engine” (for events and task-based alerts and notifications) – Allow customers to personalize preferred channel, type, frequency, recipients, etc. Collection and dunning Service management: Suspension, activation and exceptions handling. History and Audit tracking Etc

29. In Summary Continuous Improvements: One of the great things about SaaS is that you can actually see people use your application. So if you add a new feature, and you notice that 80% of your users go and use that functionality, but it takes them four clicks to get there, you may want to switch that, so it’s immediately available as soon as they’ve logged into the app. With this approach and practice, you’ve just dramatically improved the customer experience, and you can do that this week! No need to wait until the vendor enhances and QA’s the app, deploys and configures it in your system… it would take 6 months to 1 year! To continuously improve the application you must focus on your core competency and the core value of the application. Look for a SaaS Platform where you do not have to worry about the rest of the SaaS “pieces” such as billing, metering, document management, provisioning, etc. New sales strategy. How the web works… “Sell” free trials. Make it dead easy to: try, add users, subscribe, reach you, add services, … Monitor use Follow up with a “sales” call Close the “sale”. New subscriber! Use your success with the new customer (likely a department) as a champion to make inroads into other departments and/or to “sell’ them other applications >> SaaS Vertical Enterprise Solutions Winning Factors Ensure reliability, security and privacy of SaaS data and services Enterprises won’t entrust external providers that can’t be relied on Guarantee service levels and performance Integrate, orchestrate and manage SaaS solutions with business services and on-premises IT as well (e.g. X-ESB) Personalization (configurability), not customization Really simple software management Support ‘shared-everything multitenancy infrastructure’ for TCO Target offerings to selected Service and Software Provides with brand-recognition. Strongest communities will grow around them Integrated / single-view customer service (self-service and helpdesk) SaaS Platform based on complementary partnerships to provide the full stack and agility to evolve Ability to integrate workflows with enterprise business processes (Wave III) Continuous Improvements: One of the great things about SaaS is that you can actually see people use your application. So if you add a new feature, and you notice that 80% of your users go and use that functionality, but it takes them four clicks to get there, you may want to switch that, so it’s immediately available as soon as they’ve logged into the app. With this approach and practice, you’ve just dramatically improved the customer experience, and you can do that this week! No need to wait until the vendor enhances and QA’s the app, deploys and configures it in your system… it would take 6 months to 1 year! To continuously improve the application you must focus on your core competency and the core value of the application. Look for a SaaS Platform where you do not have to worry about the rest of the SaaS “pieces” such as billing, metering, document management, provisioning, etc. New sales strategy. How the web works… “Sell” free trials. Make it dead easy to: try, add users, subscribe, reach you, add services, … Monitor use Follow up with a “sales” call Close the “sale”. New subscriber! Use your success with the new customer (likely a department) as a champion to make inroads into other departments and/or to “sell’ them other applications >> SaaS Vertical Enterprise Solutions Winning Factors Ensure reliability, security and privacy of SaaS data and services Enterprises won’t entrust external providers that can’t be relied on Guarantee service levels and performance Integrate, orchestrate and manage SaaS solutions with business services and on-premises IT as well (e.g. X-ESB) Personalization (configurability), not customization Really simple software management Support ‘shared-everything multitenancy infrastructure’ for TCO Target offerings to selected Service and Software Provides with brand-recognition. Strongest communities will grow around them Integrated / single-view customer service (self-service and helpdesk) SaaS Platform based on complementary partnerships to provide the full stack and agility to evolve Ability to integrate workflows with enterprise business processes (Wave III)

30. Progress Comprehensive SaaS Enablement Offerings

34. DEV-17: Getting to SaaS Reference slides…

35. DEV-17: Getting to SaaS 3 1 3 1 What if… Why SaaS? Well, this is a reason why…Why SaaS? Well, this is a reason why…

36. DEV-17: Getting to SaaS 3days 1cust 3 1 What if…

37. DEV-17: Getting to SaaS

38. DEV-17: Getting to SaaS What if… And this is another one… from a revenues perspective…And this is another one… from a revenues perspective…

39. DEV-17: Getting to SaaS What if… And this is another one… from a revenues perspective…And this is another one… from a revenues perspective…

40. DEV-17: Getting to SaaS Disintermediation concept…Disintermediation concept…

41. DEV-17: Getting to SaaS

42. DEV-17: Getting to SaaS SaaS – Major Drivers and Benefits Reach: The driver is a geographically dispersed workforce and a SaaS offering allows workers in remote locations to connect to the businesses critical business systems without a specialized software footprint on their desktop... Reach: The driver is a geographically dispersed workforce and a SaaS offering allows workers in remote locations to connect to the businesses critical business systems without a specialized software footprint on their desktop...

43. DEV-17: Getting to SaaS Major SaaS Inhibitors, Real and Perceived Customer resistance Confusion Stickiness of on-premises applications Change of vendor Perceived loss of control over data Security and privacy Appropriate measures in place Not whether off-premises vs. on-premises Robustness and reliability Integration complexity Customization vs. configuration

44. DEV-17: Getting to SaaS

45. DEV-17: Getting to SaaS Analysts Forecasts

46. DEV-17: Getting to SaaS Forecasts Two out of three businesses are either buying or considering buying software via the subscription model The proportion of CIOs considering adopting SaaS applications in the coming year has gone from 38% a year to 61%

47. DEV-17: Getting to SaaS

48. DEV-17: Getting to SaaS Multitenancy and Database Isolated – Separate database per tenant When tenants don’t want to or can’t share Shared – Multitenant data model Add tenant identifier field. Index. Use tenant identifier in all your CRUD May want to consider SQL Views for Reporting and BI

49. DEV-17: Getting to SaaS Multitenancy and Business Logic Multitenancy SOA - OERA through all layers Modular and loosely coupled for agility … To monetize To maintain, integrate and distribute To personalize and continuous enhancements (3-6mo) State-free (or stateless) for … Scalability Better ability to load balance Maximize concurrency Open standards integration interfaces Tenants need comprehensive business processes Extended integration boundaries with on-premises, other SaaS Loosely coupled, contracted, governed services Services have contract and policy metadata that constrain the relationship between the service providers and consumers Policies may indicate QoS requirements, reuse guidelines, versioning, etc. Industry-accepted architecture and practices for reusability, efficiency and agility which are critical to SaaS to keep costs down and stay competitiveLoosely coupled, contracted, governed services Services have contract and policy metadata that constrain the relationship between the service providers and consumers Policies may indicate QoS requirements, reuse guidelines, versioning, etc. Industry-accepted architecture and practices for reusability, efficiency and agility which are critical to SaaS to keep costs down and stay competitive

50. DEV-17: Getting to SaaS User Interface Web browser GUI. Reach. Fastest time-to-value ([near] zero footprint) Uniform, central management Lightweight AJAX (e.g. YUI, Dojo, Prototype,…) Heavyweight AJAX (e.g. GWT, Backbase, Nexaweb, OpenLazslo, ASP.NET™, …) RIA¹ Platforms (e.g. Adobe® Flash/Flex, Silverlight™, Java™ Applets…) Desktop GUI. Richness. Advanced GUI (w/ WebClient™ and AIA) Microsoft® ClickOnce (w/ AIA) Java WebStart (w/ AIA) Adobe AIR client (w/ AIA) OpenEdge GUI or ChUI (w/ Citrix or Terminal Services)

51. DEV-17: Getting to SaaS Integration Integration Application Services, including For synchronization For composites Hybrid: With SaaS, packaged applications and on-premises Integration Business Services, including Identity and Provisioning Usage, Billing and Payment CSR, CRM and Helpdesk SOA and OERA best to meet requirements Loosely coupled, contracted, governed services Messaging, ESB, Web services Adapters (e.g. SFDC, iWay, SAP, etc.) Make sure that your offering is able to handle workflows and integration because if your application today is just a standalone application, the challenge will be to be able to offer updates with value-add services. Your application is not the only one the end-user’s are going to use.Make sure that your offering is able to handle workflows and integration because if your application today is just a standalone application, the challenge will be to be able to offer updates with value-add services. Your application is not the only one the end-user’s are going to use.

52. DEV-17: Getting to SaaS Personalization (configurability) Enable users to modify application behavior (e.g. layout) Metadata Configurability. No custom code User preferences Rules (e.g. by tenant, user, role/group, security) Actual contents Personalization improves user experience Stickiness To the user the UI is the application

53. DEV-17: Getting to SaaS Delivery: Hosting and Infrastructure Services Running services totally different than delivering applications Much higher user expectations Availability, reliability, scalability, performance Internet public infrastructure Global distributed centers On-demand. Scale up and out Load balance. Failover Notifications and alerts Security and governance Integration with Identity Management. SSO Encryption Continuous monitoring and management Policy-driven. SLA . Redundancy . Public infrastructure (reliability and latency) . Redundancy . Public infrastructure (reliability and latency)

54. DEV-17: Getting to SaaS Summary Until now: Software vendors are islands. Customers need to find, purchase and integrate to build the solution they need Next: Software and service providers collaborate and offer application services for comprehensive industry vertical business solutions

55. DEV-17: Getting to SaaS Progress SPLA Reporting and Payments With regard to the payments for the Application Partners – the AP will report the royalties no later than the fifteenth (15th) day of the month following the month covered by such monthly report. The report will be sent to the customer service representative and PSC reserves the right to apply a service charge for any outstanding balance due, but not paid with in thirty (30) days after the due date.Reporting and Payments With regard to the payments for the Application Partners – the AP will report the royalties no later than the fifteenth (15th) day of the month following the month covered by such monthly report. The report will be sent to the customer service representative and PSC reserves the right to apply a service charge for any outstanding balance due, but not paid with in thirty (30) days after the due date.