Canada Web Hosting
Your Partner for Software as a Service
David Flawn
SVP Sales & Marketing
Agenda
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Canada Web Overview
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Considerations for the Delivery of SaaS (S+S)
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SaaS Enablement Onramp
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Partner Ecosystem
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Case Study
About Us
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Canada Web Hosting (CWH). Specializes in fully managed, enterprise-class
hosting services for companies with mission-critical Windows, Linux, Unix and
High End Database Internet applications. Passionate about being a great service
company.
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Strong Growth. Over 3000% growth over the last 5 years and named one of
Canada’s 100 fastest growing companies by Profit Magazine in 2006.
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World Class Facilities. State-of-the-art data centers at 151 Front in Toronto
and the Harbor Centre in Vancouver. Customer Service Centers in Toronto,
Vancouver and Kelowna, B.C.
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Financially Stable. Well funded, privately owned and profitable company
founded in 1999. Company built on quality of service – at least 25% of its
growth each month comes from existing customers.
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Strong Management Team. Brian Shepard, CEO and President with over 10
years executive experience in the hosting and managed IT services industry;
Kelly Beardmore, Chief Technology Officer and former-Operations Manager at
Rackforce Hosting Inc. David Flawn, SVP Sales & Marketing with over 20 years
of executive experience in IT
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Experienced Board of Advisors: Joseph Kibur, founder and former-CEO of
NetNation; Lorien Gable, founder and former-CEO of Bird on a Wire Networks;
Sandip Gupta, former-CEO of Ensim; and Tom Schill, former-VP Operations of
Quest Hosting Division, Bill DiNardo CEO of Eventi Capital, VC investor and
founder of Grocery Gateway
CWH Managed Hosting
Business Process Layer
Application Layer
Application Infrastructure Layer
Operation System Layer
Device Layer
Networking Layer
Data Center Layer
(Areas of Responsibility)
Colocation
Dedicated
Hosting
Traditional
Dedicated
Hosting
CWH
Managed
Services
Fully
Outsourcing
Technical Support Approach
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ITIL Best Practices Approach to IT Management
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Dedicated Technical Account Teams lead by ITIL Certified Technical
Account Managers
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Top IT talent drawn from hosting industry and large enterprise
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Customer Support Portal provides 24/7 access to critical account and
system information
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Operating procedures are flexible to meet current and future business
needs of customer.
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Intensive Infrastructure and Application Management backed by
industry leading Service Level Agreements.
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Co-administration or CWH-only administration models
Managed Services Portfolio
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Professional Consulting Services
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Managed Infrastructure Services
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Managed Application Services
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Managed Security Services
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Database Administration Services
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Managed Storage Services
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Business Continuity / Disaster Recovery
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Communications / Messaging
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Collaboration and Content Management Tools
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Media Streaming
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Global Load Balancing and Content Delivery
What is SaaS?
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Fundamental shift in the creation, delivery, and consumption of
business services
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Ultimately means software delivered as a hosted service vs. “onpremise” installations
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Typically subscription license models
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Opportunity for transactional and ad-based revenue
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Major segments are Enterprise, SMB and Consumer
SaaS the Driving Force
SaaS is threatening to disrupt the software
industry and drive the hosted apps. market….
CAGR (’06-’09) =
21%
Managed SaaS
Revenues ($M)
Software as a Service comprises two distinct
business models: a) software on demand, b)
hosted application management
A. Software on Demand
• Special Software for one-to-many model
• Customers share the same public infrastructure
• Bundled software licensing and hosting revenue
• Software is configured but not customized
(e.g.,Salesforce.com)
B. Hosted Application Management
• Licensed packaged software hosted as a service
• Priced traditionally with license fee and recurring
support fee.
• Hosting cost is charged separately
• Complete customization for a customer is possible in
this model (e.g., Canada Web Hosting, OpSource,
Equinix, IBM, Savvis)
Software as a Service (SaaS) is emerging as a new growth area and is expected to grow
at 21% CAGR to reach US$ 3.2B in 2009.
ISV Drivers for SaaS Adoption
• Market Potential
• Participate in the “long tail” of the services market
• More compelling value proposition when tying usage fees to individual
productivity and benefit
• Ongoing annuity revenue stream and tie to customer’s business processes
• Ability to pursue business service opportunities independent of time or place
• Reseller ecosystem to extend application reach and integration
• Operational Efficiency
• More efficient application delivery and support
• Version control
• Patches, fixes and new releases
• Customer Connection and Feedback
• Better product/service feedback due to real-time usage analysis and
feedback
Business Drivers for SaaS Adoption
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Pricing tied more directly to economic benefit
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Reducing IT Operations cost
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Shift Capex to Opex
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Easier to trial
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Always working with the current version
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Collaborative potential exploiting presence and virtualization
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Focus on core business
Business Factors to Consider
• Planning
• Business planning, profit and loss
• Licensing and subscription models
• Process
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Sales processes (inside, outbound…)
Marketing processes
Web presence and process
Billing processes
• Service
• Professional services
• Service Level Agreements
• Oversight
• Compliance, Security, Privacy, and Governance
IT Factors to Consider
• Technologies
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Multi- tenant application structures and scalability
Switch to SaaS likely requires complete application redevelopment
Service-Oriented Architecture (.NET, Java, Apache, Ajax, etc.)
GUI and usability
• Competency and Skill Sets
• New skills to deliver SaaS
• Staff with service background
• New service development process, no longer “product” development
• Operational Control
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Operation or management of outsourced provider
Management of service provider’s SLA
Project management discipline
Change management protocol
Migration
Immediate Concerns
• Business Model
• Current business models for sales, marketing and business
development may not be appropriate to exploit the SaaS
opportunity
• A transition from large one time licensing fees to monthly usage
fees can put financial stress on an ISV
• Don’t underestimate the complexity of rendering monthly user
based fees for services
• Redevelopment
• Although many applications can be modified to run as a service
application redevelopment may be required
• A rebuilding of web properties will likely be required
• Complexity and Reliability
• Resources required to launch a SaaS offering may be extensive
• A single point of failure for service delivery could affect a very large
audience (you will need a belt and suspenders)
SaaS Delivery Consulting
SaaS Enablement Services
SaaS Enablement Services is a structured approach for helping new and existing
businesses accelerate their SaaS initiatives.
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Reduce time-to-revenue
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Increase probability of success
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Drive customers to the SaaS platform
SaaS Enablement Services is a structured approach for helping new and existing
businesses accelerate their SaaS initiatives.
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SaaS Readiness Assessment
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SaaS Delivery Consulting
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SaaS Platform Services
SaaS Readiness Assessment
The SaaS Readiness Assessment (SRA) is a consultative engagement to help ISVs
understand the steps they need to take bring their application to a SaaS platform.
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Business engagement and plan development
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Technical engagement and software architecture review
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Gap analysis and assessment results
SaaS Development Platform
SaaS Delivery Consulting
SaaS Delivery Consulting enables customers to execute on their SaaS vision. With
access to an ecosystem of partners, ISVs can quickly work through business and
technical challenges and build lasting service relationships.
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IT and Business alignment
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Project Management
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Business and technical delivery through ecosystem of partners
Partner Ecosystem
Professional Services
Application Capacity Planning
IT Service Management –
ITIL Guidance &
Implementation
Business Continuity –
Planning and
Implementation
iVAS SaaS – Middleware
Platform
Payment Gateway
Financial Load Balancing
Shopping Cart
Customer GUI
CSR GUI for CRM
Recurring Billing
Application Integration &
Development
End to End QA and Functional
Testing
OASYS SaaS – BPM Platform
WSS SharePoint Services
Fixed Cost Projects
PM / Software Development
(WAS, Sun Solaris, Oracle)
Hardware & Software Sales &
Service
Risk & Compliancy – PCI
DSS / Privacy Assessments &
Controls Implementation
ControlPath SaaS –
Compliancy
Eosensa Partnership Overview
Core Competencies
Eosensa Capabilities
• Professional Services
• Professional Services engagement for Assessments,
• Risk & Compliance
• IT Security
Compliancy, Controls and Systems Architecture
• Hosting and Managed IT Services Implementation
• Business Continuity
Partner for Production, DR Systems, and ControlPath
• IT Service Management
SaaS
• ITIL Process Partner for Service Desk (Incident &
Problem) and Change Management
Client Benefits
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Professional Services for Risk & Compliance, IT Security, Business Continuity, IT Service Management (ITIL)
• ControlPath SaaS for Asset Management
Clochase Partnership Overview
Core Competencies
Clochase Capabilities
• Professional Services
• Professional Services Engagements for Integration
• iVAS – SaaS Value Added Service Platform
• Application Integration & Development
• End to End QA and Functional Testing
Development and Testing projects
• Hosting and Managed IT Services Implementation
Partner for Production Clients and iVAS middleware
platform
• ITIL Process Partner for Service Desk (Incident &
Problem) and Change Management
Client Benefits
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Professional Services to guide and manage requirement definitions and resolutions
• Integration and development of online services into existing business applications
• Access to proven 3rd party applications integrated as part of the a shared or dedicated environment.
Blue Sands Partnership Overview
Core Competencies
Blue Sands Capabilities
• Professional Services
• Professional services engagement for capacity
• Application Capacity Planning
• Business Process Management
• OASYS and Windows SharePoint Services (WSS)
planning
• Lead into BPM tools, hosted WSS / MOS and
Professional services (customization)
• Microsoft Office SharePoint Services (MOS)
Client Benefits
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Visibility and predictability on current and future application performance
• Improve the ability to forecast application / infrastructure requirements
• Scalability and growth of user base
• Reduce Incidents and Problems (ITIL)
Case Study: Guest Logix (GLX)
Background
Guest Logix is a leading ISV in the Guest Services industry. The Company is
servicing major airlines around the world has recently completed an IPO.
Canada Web Hosting customer since 2005.
Challanges
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Fast growth raising concerns on ability to scale
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Sales engagement require high levels of IT Services information
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Customer SLAs are driving requirements
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Want their IT resources focused on product development
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Customers require a 24x7x365 service
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Multi-national security, privacy, and compliancy requirements
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New to IT Service Management best practice (ITIL, ISO 27001)
Case Study: Guest Logix (GLX)
Solutions
Worked in conjunction with GLX executive team and senior application team to
design a scalable, secure, and flexible SaaS platform. Solution delivered in
stages over the course of 12 months.
Services Provided
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Virtual CTO – work closely with Guest Logix CTO
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Onsite Resource to drive projects and further knowledge
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High availability production environment
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Pre-Production and Disaster Recovery environment
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White Labelled Service Desk for application support (telephone)
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Compliance Automation and Threat Mangement Services
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Tiered Backup and Offsite Archive
Case Study: Guest Logix (GLX)
Partnerships
Summary
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Canada Web Hosting can help ISVs grow their businesses by providing
services and expertise to support the delivery of hosted software and
services
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Disaster planning and recovery and the elimination of single points of
failure
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IT service management discipline that extends from network to
hardware to operating systems and applications
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Detailed application and service monitoring and reporting
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Service level agreements that support the demands of the always
connected, online world
Contact Information
David Flawn
Canada Web Hosting
david.flawn@canadawebhosting.com
647-723-6137
Backup Slides
Core Values
Great People. Great people make great service companies. To offer a compelling managed
hosting service, CWH does everything possible to recruit, train and retain IT professionals
passionate about their work and exceeding their customer’s expectations. Every effort is
made to encourage and recognize extra-ordinary customer service efforts in it team
members.
Operational Excellence. CWH managed services are engineered with fanatical attention to
detail to consistently deliver the highest levels of quality, performance and value. CWH
believes strongly in implementing best practices at all levels of its business and subscribes to
internationally accepted standards: ITIL, ISO 9001 and ISO 17799. CWH is also a Microsoft
Gold Certified Partner.
Partnership Approach. Achieving the service levels required for mission-critical Internet
applications requires a partnership approach. CWH’s goal is to establish a cooperative
framework which ties CWH’s managed hosting services into the customer’s overarching
business objectives.
The CWH Promise
Hosting Experts. CWH’s entire business focus is managed hosting services. As a result, it
has built up a wealth of specialized knowledge, experience, partners and best practices.
Working with CWH gives you immediate access to world-class networks and data centers as
well as some of Canada’s top IT talent in core Windows and Linux technologies.
100% Reliability. Without reliability, nothing else matters. Through its investments in
training and technology and dedication to operational excellence, CWH systematically
eliminates the sources of unreliable and inconsistent service. This is backed by Industry
leading Service Level Guarantees.
Flexibility & Responsiveness. CWH does not believe in “one-size-fits-all” solutions. Our
mission is to help our customer’s grow their business by establishing a common understanding
of roles, responsibilities and expected results within a flexible framework of ITIL best practices.
CWH prides itself on its responsiveness in all areas of its business and its ability to exceed
clients expectations in every engagement.
Superior Value.
Getting the best value from IT resources is the bottom line for all
companies. CWH offers significant reductions in the total cost of ownership while offering an
excellent quality of service at all stages of the IT service cycle. The value of CWH’s service
grows proportionally with corporate demand for higher service levels and larger investments in
enterprise-class personnel, processes and infrastructure.
Managed Hosting Platform
Comprehensive Services Platform. CWH’s aim is to work cooperatively with clients through
the entire IT service cycle - planning, implementation, maintenance, measurement and review
- to deliver a comprehensive solution that supports their business objectives.
Custom Application Support. CWH does not merely support a finite set of common
commercial and open source OSs and applications. To achieve the highest quality of service,
CWH works with clients to understand the impact of their custom code and development
processes on their hosting infrastructure.
Cost Predictability. CWH includes a comprehensive set managed hosting services with every
eMax solution. There are no support fees and very few usage fees or other cost variables.
CWH does not believe in a “nickel-and-dime” approach.
Reduced Time to Market. Through its pre-provisioned inventory and pre-engineered
systems in Toronto and Vancouver, CWH can get clients up online very quickly. Successful
implementations of complex hosting solutions by experienced Technical Account Teams are
done in days and weeks rather than months.
SaaS Adoption by Software Type
Delivery and Business Model for SaaS
Software Delivery Models
Traditional Software
Software as a Service
On Premise
In the Cloud
Centralized
Decentralized
Large Upfront Cost
Pay As You Go
Source: Software On Demand’s Impact on the Software Industry: Transformation, Extinction or
Rebirth?; July 2005
Software-as-a-Service Business Model
Application Hosting
Net-Native Software-as-Services
Perpetual License
Subscription
One-to-Few
One-to-Many
Private Infrastructure
Public Infrastructure
Source: U.S. Software On-Demand Delivery Model 2005–2009 Forecast; IDC #33493 June 2005