View from the Edge

A Strong and Stable OpenEdge Environment

In today’s “new economy” you have to make the best of everything you have.  This is even more critical when it comes to making your environment as strong and stable as you can.  Ensuring your environment is running optimally and not speeding towards the cliff is critical to your business doing the best it can.

This is especially important when you are working on Disaster Recovery plans.  Businesses are having a hard enough time making ends meet and staying in business without the additional challenge of losing data or a critical business system.

Disaster Recovery, from my perspective, is a timeline.  Along this timeline is developing your application, testing your application, deploying your application, and managing your application.  This timeline ties very nicely into the four phases defined for Emergency Management in the National Incident Management System (NIMS).  Although this information is for the Federal Emergency Management Agency (FEMA) in the United States, there are similar links for agencies in your region and country.

The four phases of emergency management are Mitigation, Preparedness, Response, and Recovery.  Although Emergency Management deals with man-made and natural disasters, the same concepts can also be applied to application management and Disaster Recovery Planning.

Mitigation is the process of eliminating and minimizing the effects of the disaster.  This is most critical in the development and deployment section of application management. 

Preparedness is the process of planning your DR plan and what the contingency is in the event of a disaster happening.  This is where a business impact analysis (BIA) determines what SHOULD be done to prepare for a disaster.

Response involves who is responsible for what in the event of a disaster striking.  In your business you should know who is going to make decisions, who is going to execute on those decisions, and who is going to DOCUMENT what is going on and what is being done.

Recovery involves returning the business to either partial or full capacity.  This may mean failing back to the production environment, like OpenEdge Replication can do.  It also involves getting your disaster recovery location up and running.  Whether this is utilizing Progress’ technology or something else, recovery requires that the business is running and doing the critical functions needed to stay in business.

It is important to understand that this process is a circular chain.  Disaster Recovery Planning is never done and is an iterative process.
 
Progress is committed to providing you with the tools to make your environment as efficient and safe as possible.  To this end, Progress will soon release OpenEdge Management 10.2A.  This release will include a new tool to help you remotely manage operations – OpenEdge Explorer (OEE). 

OpenEdge Explorer will provide an alternative to Progress Explorer as the configuration and management tool for the OpenEdge environment.  You will no longer have to install a Progress client to be able to graphically configure your OpenEdge environment.  You will also be able to monitor the current status of your systems from a browser anywhere on your intranet.

Additional free online training for Emergency Management and NIMS is available here.

This blog was an interrupt from my normal stream.  I would love to hear what you want to hear about and talk about from the Disaster Recovery world (or Emergency Management, Business Continuity, etc.).

In my next blog I will return to my normal process.

Until then, recovery from a disaster starts with the individual – are you ready?

Brian B

24 x 7 in a SaaS World – What does that mean?

Most of the time, when we think of Software as a Service (SaaS), we focus on the first “S”, or the one that addresses the Software side of things.  But I think that the second “S” or the one that is about Service is the one that needs to be thought of a little more, as I believe it differentiates a SaaS provider and clearly is what customers will value the most.

Now, I know that it is important to have the business functionality of the application, otherwise you will not be able to attract customers, but it is definitely the service they receive that makes them not want to look elsewhere and stay on as a customer.  So in SaaS, it is the service that addresses customer retention, or more appropriately customer satisfaction.  Most traditional on-premise software vendors have been doing technical/phone support for their entire existence, so when I mention the word “service”, they always nod their heads and say – “Yes, we know we have been doing service for years now”.  But that is when I get concerned, because service in a SaaS world is more extensive, than in a traditional on-premise world.  Service in the traditional software world was about implementation/installation services and then phone support, as part of an escalation procedure, once all internal resources had exhausted their best efforts at fixing a problem.

In a SaaS model, the service provider takes on a new role, and that is one of full application management and support.  What I mean by that is they are no longer just about escalation, the SaaS provider is the only level of support in most cases, and the types of support issues are going to most likely be much more unique to a customer’s business process, and less about a technical glitch in the software.  Application support will now includes things such as password support, application accessibility, business process questions, and potentially even other user process inquiries.  The role of technical support increases to include upgrades, patches/fixes, and overall scheduled system maintenance, many of which most traditional software providers, have always relied on the internal IT organization to handle.  The other big change may come in the area of 24 x 7support - of course this may depend on the type of business application and customer - but it is still something that everyone needs to think about as part of their total service offering.  The other area that should be discussed is backup & recovery services – as the SaaS provider is now responsible if anything should happen to the data of their customer, as well as of their own systems and data.

Progress has offerings that can help SaaS providers in both of these areas.  Some SaaS providers are now looking at offering 24 x 7support not only from their application standpoint, but also from a Progress perspective, which we offer as part of our extended support option.  Many SaaS providers use OpenEdge Management to monitor and manage the Progress environment, and even potentially offer this as a monitoring service to their customers.  The other area that I find SaaS providers looking at is using OpenEdge Replication for backup & recovery of data, as well as data protection. 

Of course keep in mind that these service offerings are above and beyond “basic” support, so the customer should understand the value of these services and should be willing to pay for them.  One of the biggest mistakes made by early SaaS providers is to create one price for their offering, thus making it very difficult to add other service offerings and with that – up the price.  SaaS providers need to take a lesson from the hosting providers and potentially offer an “a la carte” pricing menu and along with that, make sure that they can position the value associated with each of the service deliverables.

Look for more information in the next coming months about the SaaS journey, as we see it happening.  As always, any comments or questions just let me know at cosmith@progress.com.