Building a SaaS Application The 7 Keys To Success: Operational Excellence David Johnson Manager, Solutions Engineers Progress Software Session 105

© 2009 Progress Software Corporation. All rights reserved. 2 7 Keys To Success Going from 1 to N Multi-tenancy Ensuring that data and applications are accessed only by those who need to know Security & Compliance Being able to easily use the UI technologies that meet the needs of the customer User Interface Flexibility Ensuring the application looks as the tenant and end-user want Personalization Ability to easily integrate to any other application by supporting all relevant standards Integration Always available and scales to any size Operational Excellence Provide a highly productive environment focused on OpenEdge and industry best practices Productivity

© 2009 Progress Software Corporation. All rights reserved. Why Operational Excellence? Exciting Platform As A Service startup company in ,000s of developers built mostly consumer apps Performance and stability issues Lengthy outages Shut down operations in Feb 2009, provided 3 months for migration 3

© 2009 Progress Software Corporation. All rights reserved. SaaS Operational Considerations 4 User Accessibility Hosting Architecture Readiness Source: Mural Ventures Corp End-User Performance Availability Computing Platform Operations & Support Readiness Storage Management Security DB & Integration Management N + 1 Facilities Self-Mgmt / Support Product S upport Integration Service Responsiveness Help Desk Management Config, Change Management Capacity & Cost Management SLA, Bus. Cont. Management Organizational Effectiveness

© 2009 Progress Software Corporation. All rights reserved. Hosting And Infrastructure Infrastructure, facilities, personnel Service level agreements (SLA) SAS 70 audits, liability, insurance Hosting Model Options On premise, managed by AP Application provider hosted Managed service provider 3 rd party hosting provider Cloud provider Running Services versus Writing Applications 5

© 2009 Progress Software Corporation. All rights reserved. Hosting And Infrastructure Scalability, Availability, Manage & Monitor Internet public infrastructure Global distributed centers On-demand, Scale up and out Load balance, Failover Notifications and alerts Running Services versus Writing Applications 6

© 2009 Progress Software Corporation. All rights reserved. Operational Excellence: Scalability Application Design Granular services Discrete transaction scoping Scale-out NameServer & AppServers across balanced topology Network load balancing switches Terminal services Virtualized environments Scale-up High performance, scalable, and robust database 64-bit environments 7 Handle Fluctuations in Demand and Performance

© 2009 Progress Software Corporation. All rights reserved. Operational Excellence: Availability Multi-level redundancy Data storage Application layers Network access Facilities OpenEdge platform After Imaging, OpenEdge Replication AppServer failover topology Cluster failover Database on-line management ABL-based timeout Virtualization as an option 8 Minimize Downtime, Meet Service Level Agreements

© 2009 Progress Software Corporation. All rights reserved. Operational Excellence: Manage & Monitor Performance management & reporting Broad monitoring across the IT infrastructure Deep monitoring of critical resources ITIL example best practices Billing, SLA adherence, SAS 70 audits Database on-line management OpenEdge Management, OpenEdge Explorer Actional visibility 9 Understand and Measure Resource Usage

© 2009 Progress Software Corporation. All rights reserved. The Impact Of Cloud Computing 10 Cloud computing is the next-generation of software as a service, where: A complete software environment is subscribed to by a user, and Low-cost, secure, dependable hardware infrastructure is rented from a utility-computing provider Approximately 68% of online users use some form of cloud computing. Cloud Computing Journal, SpamTitan, Aug 2009 By 2012, 80 percent of Fortune 1000 companies will pay for some cloud computing service, and 30 percent of them will pay for cloud computing infrastructure. Gartner, Oct 2008

© 2009 Progress Software Corporation. All rights reserved. The Impact Of Cloud Computing Progress & Application Partner Applied Logic OpenEdge application for Supply Chain ERP N-tier design, multi-tenant, multi-level customization Deployment & testing on Amazon EC2 New environment setup time 4-5 days 10 minutes Performs well, 1-3 seconds average round trip Data protection using OpenEdge Replication Straight forward upgrades 11

© 2009 Progress Software Corporation. All rights reserved. Operational Excellence Provide hosting, an optimized service delivery platform, and related business services Currently manage ~120 applications offered as a service 12 ISV's ResellersCustomers Platform

© 2009 Progress Software Corporation. All rights reserved. OpenEdge Reference Architecture 13 Best Practice Approach to Building Applications using the OpenEdge Platform OpenEdge Application Platform Presentation Business Components Data Access Data Sources Enterprise Services Common Infrastructure Security & ComplianceIntegrationTenant ManagementPersonalization & Customization

© 2009 Progress Software Corporation. All rights reserved. For Further Information… Progress Communities Professional organizations Information Systems Audit and Control Association (ISACA) IT Service Management Forum (ITSMF) IT Service Management Professionals Association (IT-SMPa) Relevant standards, frameworks ISO/IEC 20000, SAS 70 audit standards Information Technology Infrastructure Library (ITIL) 14

Building a SaaS Application The 7 Keys To Success: Operational Excellence David Johnson Manager, Solutions Engineers Progress Software Session 105