Customer Success. CATALOG - North America and International

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1 Customer Success CATALOG - North America and International Fiscal Year 2015

2 All materials contained herein (the Materials ) are protected by U.S. copyright and other intellectual property laws, and are the confidential information of AppDynamics, Inc. No part of the Materials may be reproduced, distributed or displayed in any form or by any means, or used to make any derivative work (such as a translation or adaptation), without prior written permission from AppDynamics, Inc. By using the Materials, you agree that you will not to take any action that would violate the foregoing restrictions or otherwise be detrimental to AppDynamics, Inc. s intellectual property rights. Copyright 2014 AppDynamics, Inc. All rights reserved. The term APPDYNAMICS and any logos of AppDynamics are trademarked or registered trademarks of AppDynamics, Inc.

3 WHY APPDYNAMICS CUSTOMER SUCCESS? AppDynamics application performance management (APM) solution enables customers to monitor business-critical applications and proactively alert operations of performance issues. AppDynamics has a solution that is built from the ground up to address the complexity and challenges of managing today s modern applications. Jyoti Bansal Founder & CEO, AppDynamics AppDynamics is a different kind of software company. We have relentless focus on worldclass customer success. Our mission is to help you take the application and performance management process in your organization to the next level, ultimately driving high ROI from your purchase. I look forward to partnering with you to help solve your performance issues while delivering world-class customer service. We love feedback from our customers if you have any questions or suggestions please reach out to us at Hatim Shafique Vice President of Customer Success & Operations, AppDynamics

4 CUSTOMER SUCCESS 2.0 Our mission is simple -- to provide the best enterprise support and be the best vendor to work with. As we evolved we built customer success 2.0 to keep up with how businesses and users operate today. More and more software companies are trying to deliver solutions that help solve critical business challenges. As businesses transition to more subscription models, there is a need to show value at every touch point. With the increased complexity of environments comes the urgency for solutions that support business growth. Customers demand solutions as user behavior changes. How do software companies differentiate themselves from the crowd and provide an innovative product and experience? Vendors are used to focusing on P&L, transactional business, and reactive approaches to the customer experience. There was little emphasis on the overall customer satisfaction, proactive engagements were rare and usually only occurred when a renewal was due. Today, you need to drive product adoption and conversations with a customer to establish a relationship. AppDynamics is delivering value at every touch point to help customers drive their top line. From self-paced learning communities, adoption-scoring methodologies, innovative tools and strategies, we constantly deliver ROI for customers to help them reach operational excellence and drive business growth. 4

5 EDUCATION AND ENABLEMENT A Relentless Focus on Customer Success Our goal is to make sure that you don t just use our software, but become a hero because of it. It s that focus that explains why we have a Net Promoter Score of 84 indicating a stunning number of our customers who would recommend us to a friend or colleague (in software, the average NPS score is 17). We assign a TAM (Technical Account Manager) to every Enterprise Customer. APM experts with an average 10 years of experience, our TAMs work closely with customers to ensure return on investment through successful deployments and adoption. When you are an AppDynamics customers, you re our responsibility. And we ll equip you with the resources you need to ensure your success. You ve got AppDynamics What s next? AppDynamics philosophy is to be in lock step with you and your team as you roll out AppDynamics internally. Following our education and enablement methodology, AppDynamics guides you through best practices for rapid deployment and quickest time to value. 5

6 OUR CUSTOMERS We engaged the AppDynamics Enablement Team and within a week we found over a dozen major defects that were affecting the performance and stability of our products. Great team, great enablement. Bob Hartley, Family Search We re enthusiastic with the support we received from the AppDynamics training team. They helped us gain critical visibility into our applications that s helped us make better architectural and design decisions. Hedeih Yaghami, Tivo Director, Software Development You are steps ahead when you work with a Technical Account Manager. Our TAM drove very specific efforts that helped with our overall experience and adoption. George Loyer, CIO Marketlive 6

7 ROADMAP TO OPERATIONAL EXCELLENCE This roadmap shows how top companies have used AppDynamics to increase the efficiency, scalability, and reliability of their applications. The journey to operational excellence takes time and effort, but it leads to world class applications. We look forward to working with you as you move through these phases to get maximum value from your AppDynamics implementation. PHASE 1 Planning Goal: Long term strategy for deploying and using AppDynamics Develop a rollout plan, both short and long term. Involve all your key stakeholders and plot out your strategy for monitoring your applications. PHASE 2 Initial Deployment Goal: Successfully troubleshoot three key performance problems Identify three key problems you would like AppDynamics to solve and focus your initial rollout on this. This helps everyone better understand the product and gain confidence going forward. PHASE 3 Troubleshooting Goal: Reduce Mean Time to Repair (MTTR) through troubleshooting Methodically rollout all agents, testing as you go. Use Flow Maps, Business Transactions, Snapshots, and other tools to discover your architecture and troubleshoot problems. PHASE 4 Proactive Monitoring Goal: Greater site reliability and less escalations Proactive monitoring increases your ROI by improving your application s reliability. Set up Health Rules, Policies, and Alerts to learn about potential issues before they impact your site. Use other key features, such as custom dashboards, to allow your teams to focus on your KPIs and avoid escalations. PHASE 5 Operational Excellence Goal: World class applications Collaboration Bringing together Developers, Ops, NOC, L2 App Support and Architects drive collaboration across your company. Best Practices Beyond software, the process of building and running applications determines true application quality. Leverage our best practice guides to improve these processes. Centralized Monitoring A single view across all your systems, integrated within the IT environment, provides the most effective monitoring strategy. Use our Product Extensions. 7

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9 TABLE OF CONTENTS ENABLEMENT ENABLEMENT SOLUTIONS 13 RAPIDSTART ADOPTION OFFERING 15 HEALTHCHECK ADOPTION OFFERING 17 STARTER ADOPTION OFFERING 19 STARTER PLUS ADOPTION OFFERING 21 BASIC ADOPTION OFFERING 23 STANDARD ADOPTION OFFERING 25 STANDARD PLUS ADOPTION OFFERING 29 ADVANCED ADOPTION OFFERING 33 APPDYNAMICS CENTER OF EXCELLENCE (ACE) ACE SOLUTIONS 39 ACE BEST PRACTICES & APM ADOPTION WORKSHOP 40 SOLUTION ARCHITECTURE WORKSHOP PLATINUM 42 SOLUTION ARCHITECTURE WORKSHOP DIAMOND 45 APM ENTERPRISE ARCHITECTURE WORKSHOP 48 APPDYNAMICS UNIVERSITY SUPPORT EDUCATION SOLUTIONS 53 APPDYNAMICS PRO IN ACTION JAVA 57 APPDYNAMICS PRO IN ACTION.NET 58 APPDYNAMICS PRO - ADMINISTRATION 59 APPDYNAMICS PRO - ADVANCED TROUBLESHOOTING 60 APPDYNAMICS ACCELERATOR PROGRAM 61 APPDYNAMICS PRO IN ACTION END USER MONITORING 62 APPDYNAMICS PRO IN ACTION DATABASES 63 APPDYNAMICS PRO IN ACTION PHP 64 APPDYNAMICS PRO IN ACTION NODETIME 65 APPDYNAMICS PRO - ESSENTIALS FOR DEVELOPERS 66 APPDYNAMICS PRO - FOR OPERATORS 67 SUPPORT PROGRAMS 70 SUPPORT OFFERINGS 73 EXTENSIONS 77 SAAS + DATA PRIVACY COMMUNITY CONTACTS AVAILABILITY AND SECURITY 80 FREQUENTLY ASKED QUESTIONS (FAQ) 82 DATA PRIVACY 83 COMMUNITY PROGRAMS 86 CUSTOMER SUCCESS CONTACTS 90

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11 ENABLEMENT

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13 ENABLEMENT SOLUTIONS Enablement Services Daily SKUs Architecture and Enablement Services can be provided through Time and Materials (T&M) contracts. Customers can purchase Days of Architecture and Enablement (a Day is 8 hours), for these engagements a customer statement of work (SOW) will be executed. Alternatively, Customers can purchase Packaged Adoption Offerings, and for these no SOW is required. SKU DESCRIPTION AppDynamics Enablement Daily Rate PRICE $2,000 USD (Travel & Expenses are not Included) ADOPTION OFFERING RapidStart Adoption Offering DESCRIPTION Customer environment has up to 20 nodes Price $2,000 USD 1 day of enablement Estimated Travel & Expenses - $800 USD HealthCheck Adoption Offering Customer environment has up to 75 nodes Price $2,000 USD 1 day of enablement Estimated Travel & Expenses - $800 USD 13

14 ENABLEMENT SOLUTIONS ADOPTION OFFERING Starter Adoption Offering Starter Plus Adoption Offering Basic Adoption Offering Standard Adoption Offering Standard Plus Adoption Offering Advanced Adoption Offering DESCRIPTION Customer environment has up to 20 nodes Price $4,000 USD 1 day of enablement 4 training units and 1 unlimited named user subscription library card to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $800 USD Customer environment has up to 40 nodes Price $6,000 USD 1 day of enablement 8 training units and 2 unlimited named user subscription library cards to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $800 USD Customer environment has up to 75 nodes Price $12,000 USD 3 days of enablement, 2 upfront and 1 healthcheck in 6 months 12 training units and 3 unlimited named user subscription library cards to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $1,500 USD Customer environment has up to 150 nodes Price $25,000 USD 8 days of enablement, 5 upfront, three 1-day healthchecks in 3/6/9 months, onsite/remote delivery 22 training units and 4 unlimited named user subscription library cards to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $2,500 USD enablement only, add $1,000 USD for each private training class to be delivered onsite Customer environment has up to 250 nodes Price $45,000 USD 14 days of enablement, 8 upfront, three 2-day healthchecks in 3/6/9/ months, onsite/remote delivery 44 training units and 6 unlimited named user subscription library cards to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $4,000 USD enablement only, add $1,000 USD for each private training class to be delivered onsite Customer environment has up to 400 nodes Price $75,000 USD 25 days of enablement, 17 upfront and four 2-day healthchecks in 3/6/9/12 months, onsite/remote delivery 66 training units and 10 unlimited named user subscription library cards to the AppDynamics Catalog of self-guided training Estimated Travel & Expenses - $16,000 USD enablement only, add $1,000 USD for each private training class to be delivered onsite 14

15 RAPIDSTART ADOPTION OFFERING Objectives The AppDynamics RapidStart Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The RapidStart Adoption offering includes 1 day of enablement delivered onsite. Approach and Activities The following activities are included in the scope of the RapidStart Adoption offering: Enablement (One Day - Onsite) An AppDynamics Technical Account Manager (TAM) will deliver 1 day of enablement services upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including Applications, Tiers, Nodes, Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, if needed Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions Align Policies and Alerts with key business requirements to improve MTTR Configure End User Monitoring for critical Business Transactions Deploy and configure AppDynamics for Databases, if needed Deploy and configure AppDynamics for PHP, if needed Configure Dashboards and Reports to quickly see the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration 15

16 RAPIDSTART ADOPTION OFFERING Pre-requisites and Assumptions Customer s environment will have no more than 20 monitored nodes The customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least fourteen (14) days in advance Pricing The RapidStart Adoption Offering is priced at $2,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $800. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities will be delivered using GoToMeeting. Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund 16

17 HEALTHCHECK ADOPTION OFFERING Objectives The AppDynamics HealthCheck Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The HealthCheck Adoption offering includes 1 days of enablement delivered onsite. Approach and Activities The following activities are included in the scope of the HealthCheck Adoption offering: Enablement (One Day - Onsite) An AppDynamics Technical Account Manager (TAM) will deliver 1 day of enablement services upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Review of the progress with deployment and configuration roll-out Review of the adoption phases and milestones achieved Review of the configuration and applicability of critical Business Transactions Review of the proper alignment of Policies and Alerts with key business requirements to improve MTTR Review of End User Monitoring for critical Business Transactions Review of AppDynamics for Databases configuration, if applicable Review of AppDynamics for PHP configuration, if applicable Review of the Dashboards and Reports and their applicability to showing the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration 17

18 HEALTHCHECK ADOPTION OFFERING Pre-requisites and Assumptions Customer s environment will have no more than 75 monitored nodes The customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored The engagement must be scheduled at least fourteen (14) days in advance Pricing The HealthCheck Adoption Offering is priced at $2,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $800. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities will be delivered using GoToMeeting. Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund 18

19 STARTER ADOPTION OFFERING Objectives The AppDynamics Starter Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Starter Adoption Offering includes one (1) days of enablement delivered onsite, four (4) training units and one (1) library card for self-guided training. Approach and Activities The following activities are included in the scope of the Starter Adoption offering: Enablement (One Day - Onsite) An AppDynamics Technical Account Manager (TAM) will deliver 1 day of enablement services upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including Applications, Tiers, Nodes, Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, if needed Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions Align Policies and Alerts with key business requirements to improve MTTR Configure End User Monitoring for critical Business Transactions Deploy and configure AppDynamics for Databases, if needed Deploy and configure AppDynamics for PHP, if needed Configure Dashboards and Reports to quickly see the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration Training (4 units) This offering includes 4 units. AppDynamics Univeristy recommends the following course: One (1) seat in an AppDynamics Pro in Action course This offering also includes one (1) unlimited named user subscription library card to the AppDynamics Catalog of selfguided training for one (1) year For additional assistance on the other courses to take, please contact the Technical Account Manager. 19

20 STARTER ADOPTION OFFERING Pre-requisites and Assumptions Customer s environment will have no more than 20 monitored nodes The customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least fourteen (14) days in advance All Training classes will require each student to run the AppDynamics University remote lab connection test to ensure connectivity prior to the start of class Pricing The Starter Adoption Offering is priced at $4,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $800. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Activities delivered remotely will be done using GoToMeeting. All Virtual Training classes will be delivered using GoToTraining Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund. Units must be used on training services which will occur within the same one year period You can convert your Private Virtual Training to a Private Onsite Training. Additional travel and expenses fees will apply. To learn more, contact your TAM or 20

21 STARTER PLUS ADOPTION OFFERING Objectives The AppDynamics Starter Plus Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Starter Plus Adoption offering includes 1 day of enablement delivered onsite, eight (8) training units and two (2) library cards for self-guided training. Approach and Activities The following activities are included in the scope of the Starter Plus Adoption offering: Enablement (One Day - Onsite) An AppDynamics Technical Account Manager (TAM) will deliver 1 day of enablement services upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including Applications, Tiers, Nodes, Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, if needed Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions Align Policies and Alerts with key business requirements to improve MTTR Configure End User Monitoring for critical Business Transactions Deploy and configure AppDynamics for Databases, if needed Deploy and configure AppDynamics for PHP, if needed Configure Dashboards and Reports to quickly see the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration Training (8 units) This offering includes 8 units. AppDynamics Univeristy recommends the following course: Two (2) seats in an AppDynamics Pro in Action course This offering also includes two (2) unlimited named user subscription library cards to the AppDynamics Catalog of selfguided training for one (1) year For additional assistance on the other courses to take, please contact the Technical Account Manager. 21

22 STARTER PLUS ADOPTION OFFERING Pre-requisites and Assumptions Customer s environment will have no more than 40 monitored nodes The customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least fourteen (14) days in advance Pricing The Starter Plus Adoption Offering is priced at $6,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $800. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Activities delivered remotely will be done using GoToMeeting. All Virtual Training classes will be delivered using GoToTraining Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund. Units must be used on training services which will occur within the same one year period You can convert your Private Virtual Training to a Private Onsite Training. Additional travel and expenses fees will apply. To learn more, contact your TAM or 22

23 BASIC ADOPTION OFFERING Objectives The AppDynamics Basic Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Basic Adoption Offering includes three 3 days of enablement delivered onsite, twelve (12) training units and three (3) library cards for self-guided training. Approach and Activities The following activities are included in the scope of the Basic Adoption offering: Enablement (Three Days - Onsite) An AppDynamics Technical Account Manager (TAM) will deliver 2 days of enablement services upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including Applications, Tiers, Nodes, Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, if needed Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions Align Policies and Alerts with key business requirements to improve MTTR Configure End User Monitoring for critical Business Transactions Deploy and configure AppDynamics for Databases, if applicable Deploy and configure AppDynamics for PHP, if applicable Configure Dashboards and Reports to quickly see the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration Additionally, the TAM will deliver a 1-day Healthcheck engagement approximately 6 months after the completion of the activities listed above. The Healthcheck activities typically include some of the following, as time allows: Review of the progress with deployment and configuration roll-out Review of the adoption phases and milestones achieved Review of the configuration and applicability of critical Business Transactions Review of the proper alignment of Policies and Alerts with key business requirements to improve MTTR Review of End User Monitoring for critical Business Transactions Review of AppDynamics for Databases configuration, if applicable Review of AppDynamics for PHP configuration, if applicable Review of the Dashboards and Reports and their applicability to showing the health of critical Business Transactions Provide a list of configuration recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product usage and configuration 23

24 BASIC ADOPTION OFFERING Training (12 units) This offering includes 12 units. AppDynamics Univeristy recommends the following course: Three (3) seats in an AppDynamics Pro in Action course This offering also includes three (3) unlimited named user subscription library cards to the AppDynamics Catalog of selfguided training for one (1) year For additional assistance on the other courses to take, please contact the Technical Account Manager. Pre-requisites and Assumptions Customer s environment will have no more than 75 monitored nodes The customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least fourteen (14) days in advance Pricing The Basic Adoption Offering is priced at $12,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $1,500. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Activities delivered remotely will be done using GoToMeeting. All Virtual Training classes will be delivered using GoToTraining Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund. Units must be used on training services which will occur within the same one year period You can convert your Private Virtual Training to a Private Onsite Training. Additional travel and expenses fees will apply. To learn more, contact your TAM or 24

25 STANDARD ADOPTION OFFERING Objectives The AppDynamics Standard Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Standard Adoption offering includes 8 days of enablement delivered onsite and remotely, twenty-two (22) training units and four (4) library cards for self-guided training. Approach and Activities The following activities are included in the scope of the Standard Adoption offering: Enablement (Eight Days - 5 Onsite and 3 Remote) Initial 5-Day Onsite Enablement Engagement An AppDynamics Technical Account Manager (TAM) will deliver a 5-day onsite enablement engagement upon mutual agreement that the pre-requisites for project initiation have been met. Activities typically include some of the following, as time allows: Conduct a Deployment and Adoption Planning Meeting with Customer executive stakeholders: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including: Applications Tiers Nodes Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, typically including some of the following, as needed: Migrate from POC Controller to a Pre-Production or Production Controller Set up Controller in Pre-Production Set up Controller in Production Set up Controller in HA mode in Pre-Production Set up Controller in HA mode in Production Automate Failover/Failback Set up Controller backup Set up remote monitoring of Controller Set up Agent rollout Build agent rollout automation for Java agents Build agent rollout automation for.net agents Deploy AppDynamics for Databases, if applicable Deploy AppDynamics for PHP, if applicable 25

26 STANDARD ADOPTION OFFERING Assist with configuration activities, typically including some of the following, as needed: Configure role-based access control Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions and configure discovery Configure Policies and Alerts to address key business requirements for improving MTTR Configure information points and Data Collectors Configure End User Monitoring for Java for critical Business Transactions Configure End User Monitoring for.net for critical Business Transactions Configure AppDynamics for Databases, if applicable Configure AppDynamics for PHP, if applicable Configure Dashboards and Reports to quickly see the health of critical Business Transactions Customize correlation Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage Provide knowledge transfer on organizational alignment best practices Three 1-Day Remote Healthcheck Enablement Engagements Additionally, the TAM will deliver three 1-day Healthcheck engagements approximately 3, 6, and 9 months after the completion of the activities listed above. The Healthcheck activities typically include some of the following: Review the progress of deployment and configuration roll-out Review the adoption phases and milestones achieved Review hardware sizing Review the configuration of critical Business Transactions Review the alignment of Policies and Alerts with key business requirements to improve MTTR Review End User Monitoring for critical Business Transactions Review the configuration of AppDynamics for Databases, if applicable Review the configuration of AppDynamics for PHP, if applicable Review Dashboards and Reports and their applicability to reporting on the health of critical Business Transactions Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage At the end of 30 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Deployment rollout and adoption planning completed Controllers deployed in Production and Pre-Production environments Backup and recovery processes are established and being followed Partial rollout of agents completed Up to 10 users and 1 advanced user (administrator) are using AppDynamics on a regular basis Product training has been attended by up to 8 students Training materials have been made available to all users at a Customer organization 26

27 STANDARD ADOPTION OFFERING At the end of 60 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Advanced controller configuration (HA) completed, if applicable Full rollout of agents completed Configuration of Policies and Alerts to address key business requirements for improving MTTR is completed Configuration of Dashboards is completed AppDynamics Policies and Alerts are used proactively AppDynamics Dashboards are used proactively Customer made recordings of the AppDynamics training session available to users within their organization for selfstudy Up to 50 users and up to 5 advanced users (administrators) are using AppDynamics on a regular basis and have access to the AppDynamics University Library of Courses for ongoing learning At the end of 90 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Business goals agreed upon with Customer s executive stakeholders during the Deployment and Adoption Planning meeting are achieved The TAM will provide an Executive Deployment and Adoption Progress Report to Customer at each Milestone. This report will track progress of achieving the business goals agreed upon with Customer s executive stakeholders during the Deployment and Adoption Planning meeting. Additionally, for the duration of the Activities, the TAM will provide regular status updates to Customer. Training (22 units) This offering includes 22 units. AppDynamics University recommends the following courses: One (1) private dedicated AppDynamics Pro in Action (Java,.Net) for up to ten (10) students, delivered onsite or remotely. One (1) seat in AppDynamics Pro Advanced Troubleshooting One (1) seat in AppDynamics Administration This offering also includes four (4) unlimited named user subscription library cards to the AppDynamics Catalog of selfguided training for one (1) year For additional assistance on the other courses to take, please contact the Technical Account Manager. 27

28 STANDARD ADOPTION OFFERING Pre-requisites and Assumptions Customer environment will have no more than 150 monitored nodes Customer will have Pre-Production environment replicating Production, with the ability to generate load representative of the load in Production Customer will have an automated deployment mechanism available to automatically roll out AppDynamics agents Customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Customer agrees to commit Application Architects familiar with the Applications to be monitored to assist TAM with identifying and capturing critical Business Transactions Customer agrees to assign a Technical Project Manager to be the point person to work with TAM and help coordinate the delivery of Activities Customer agrees to attend regular status review meetings with TAM Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least twenty one (21) days in advance All training classes will reqire each student to run the AppDynamics University remote lab connection test to ensure connectivity prior to the start of the class All private dedicated training courses require at least twenty (21) days notice to schedule Pricing The Standard Adoption Offering is priced at $25,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $2,500. Add $1,000 if you would like the private dedicated training class to be delivered onsite. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities will be delivered using GoToMeeting. All Virtual Training classes will be delivered using GoToTraining Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund. Units must be used on training services which will occur within the same one year period You can convert your Private Virtual Training to a Private Onsite Training. Additional travel and expenses fees will apply. To learn more, contact your TAM or 28

29 STANDARD PLUS ADOPTION OFFERING Objectives The AppDynamics Standard Plus Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Standard Plus Adoption offering includes 14 days of enablement delivered onsite and remotely, forty-four (44) training units and six (6) library cards for self-guided training. Approach and Activities The following activities are included in the scope of the Standard Plus Adoption offering: Enablement (Fourteen Days - 8 Onsite and 6 Remote) Initial 8-Day Onsite Enablement Engagement An AppDynamics Technical Account Manager (TAM) will deliver an 8-day onsite enablement engagement upon mutual agreement that the pre-requisites for project initiation have been met. The enablement engagement can be delivered as two four-day onsite sessions or as two onsite sessions that are three or five days in duration. Activities typically include some of the following, as time allows: Conduct a Deployment and Adoption Planning Meeting with Customer executive stakeholders: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including: Applications Tiers Nodes Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, typically including some of the following, as needed: Migrate from POC Controller to a Pre-Production or Production Controller Set up Controller in Pre-Production Set up Controller in Production Set up Controller in HA mode in Pre-Production Set up Controller in HA mode in Production Automate Failover/Failback Set up Controller backup Set up remote monitoring of Controller Set up Agent rollout Build agent rollout automation for Java agents Build agent rollout automation for.net agents Deploy AppDynamics for Databases, if applicable Deploy AppDynamics for PHP, if applicable 29

30 STANDARD PLUS ADOPTION OFFERING Assist with configuration activities, typically including some of the following, as needed: Configure role-based access control Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions and configure discovery Configure Policies and Alerts to address key business requirements for improving MTTR Configure information points and Data Collectors Configure End User Monitoring for Java for critical Business Transactions Configure End User Monitoring for.net for critical Business Transactions Configure AppDynamics for Databases, if applicable Configure AppDynamics for PHP, if applicable Configure Dashboards and Reports to quickly see the health of critical Business Transactions Customize correlation Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage Provide knowledge transfer on organizational alignment best practices Three 2-Day Remote Healthcheck Enablement Engagements Additionally, the TAM will deliver three 2-day Healthcheck engagements approximately 3, 6, and 9 months after the completion of the activities listed above. The Healthcheck activities typically include some of the following: Review the progress of deployment and configuration roll-out Review the adoption phases and milestones achieved Review hardware sizing Review the configuration of critical Business Transactions Review the alignment of Policies and Alerts with key business requirements to improve MTTR Review End User Monitoring for critical Business Transactions Review the configuration of AppDynamics for Databases, if applicable Review the configuration of AppDynamics for PHP, if applicable Review Dashboards and Reports and their applicability to reporting on the health of critical Business Transactions Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage At the end of 30 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Deployment rollout and adoption planning completed Controllers deployed in Production and Pre-Production environments Backup and recovery processes are established and being followed Partial rollout of agents completed Up to 20 users and 2 advanced users (administrators) are using AppDynamics on a regular basis Product training has been attended by up to 16 students Training materials have been made available to all users at a Customer organization 30

31 STANDARD PLUS ADOPTION OFFERING At the end of 60 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Advanced controller configuration (HA) completed, if applicable Full rollout of agents completed Configuration of Policies and Alerts to address key business requirements for improving MTTR is completed Configuration of Dashboards is completed AppDynamics Policies and Alerts are used proactively AppDynamics Dashboards are used proactively Customer made recordings of the AppDynamics training session available to users within their organization for selfstudy Up to 100 users and up to 10 advanced users (administrators) are using AppDynamics on a regular basis and have access to the AppDynamics University Library of Courses for ongoing learning At the end of 90 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Business goals agreed upon with Customer s executive stakeholders during the Deployment and Adoption Planning meeting are achieved The TAM will provide an Executive Deployment and Adoption Progress Report to Customer at each Milestone. This report will track progress of achieving the business goals agreed upon with Customer s executive stakeholders during the Deployment and Adoption Planning meeting. Additionally, for the duration of the Activities, the TAM will provide regular status updates to Customer. Training (44 units) This offering includes 44 units. AppDynamics University recommends the following courses: Two (2) private dedicated AppDynamics Pro in Action (Java,.Net) for up to ten (10) students, delivered onsite or remotely. Two (2) seats in AppDynamics Pro Advanced Troubleshooting Two (2) seats in AppDynamics Administration This offering also includes six (6) unlimited named user subscription library cards to the AppDynamics Catalog of selfguided training for one (1) year For additional assistance on the other courses to take, please contact the Technical Account Manager. 31

32 STANDARD PLUS ADOPTION OFFERING Pre-requisites and Assumptions Customer environment will have no more than 250 monitored nodes Customer will have Pre-Production environment replicating Production, with the ability to generate load representative of the load in Production Customer will have an automated deployment mechanism available to automatically roll out AppDynamics agents Customer agrees to commit the appropriate technical resources for the duration of the delivery engagement, including the technical resources with login access to all servers and systems to be monitored Customer agrees to commit Application Architects familiar with the Applications to be monitored to assist TAM with identifying and capturing critical Business Transactions Customer agrees to assign a Technical Project Manager to be the point person to work with TAM and help coordinate the delivery of Activities Customer agrees to attend regular status review meetings with TAM Hardware specified during the Sales process is acquired and racked before the start of the engagement The engagement must be scheduled at least twenty one (21) days in advance All Training classes will require each student to run the AppDynamics University remote lab connection test to ensure connectivity prior to the start of class Pricing The Standard Plus Adoption Offering is priced at $45,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $4,000. Add $1,000 if you would like the private dedicated training class to be delivered onsite. Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities will be delivered using GoToMeeting. All Virtual Training classes will be delivered using GoToTraining Days not used within the one year period following the date of the full execution of the ordering document with which this Adoption Offering Description is associated will expire without right of refund. Units must be used on training services which will occur within the same one year period You can convert your Private Virtual Training to a Private Onsite Training. Additional travel and expenses fees will apply. To learn more, contact your TAM or 32

33 ADVANCED ADOPTION OFFERING Objectives The AppDynamics Advanced Adoption offering is designed to provide AppDynamics customers with a simple, pragmatic, and cost-effective approach to using AppDynamics in their environment in the most effective way in the shortest period of time. The Advanced Adoption offering includes 25 days of enablement delivered onsite and remotely, sixty-six (66) training units and ten (10) library cards for self-guided training. Approach and Activities The following activities are included in the scope of the Advanced Adoption offering: Enablement (Twenty Five Days - 17 Onsite and 8 Remote) Initial 17-Day Onsite Enablement Engagement An AppDynamics Technical Account Manager (TAM) will deliver a 17-day onsite enablement engagement upon mutual agreement that the pre-requisites for project initiation have been met. If needed, more than one TAM can be assigned to deliver the initial enablement engagement, to expedite the solution rollout. The enablement engagement can be delivered as five five-day onsite sessions or as any combination of onsite engagements of any duration that together don t exceed 17 days, as agreed upon with Customer. Activities typically include some of the following, as time allows: Conduct a Deployment and Adoption Planning Meeting with Customer executive stakeholders: Plan deployment and configuration roll-out Plan adoption phases and milestones Review and document proposed modeling of application artifacts in AppDynamics, including: Applications Tiers Nodes Business Transactions Assist with hardware sizing, if needed Assist with deployment activities, typically including some of the following, as needed: Migrate from POC Controller to a Pre-Production or Production Controller Set up Controller in Pre-Production Set up Controller in Production Set up Controller in HA mode in Pre-Production Set up Controller in HA mode in Production Automate Failover/Failback Set up Controller backup Set up remote monitoring of Controller Set up Agent rollout Build agent rollout automation for Java agents Build agent rollout automation for.net agents Deploy AppDynamics for Databases, if applicable Deploy AppDynamics for PHP, if applicable 33

34 ADVANCED ADOPTION OFFERING Assist with configuration activities, typically including some of the following, as needed: Configure role-based access control Tune auto-discovery to capture the flow of the application logic to meet business requirements Identify and define critical Business Transactions and configure discovery Configure Policies and Alerts to address key business requirements for improving MTTR Configure information points and Data Collectors Configure End User Monitoring for Java for critical Business Transactions Configure End User Monitoring for.net for critical Business Transactions Configure AppDynamics for Databases, if applicable Configure AppDynamics for PHP, if applicable Configure Dashboards and Reports to quickly see the health of critical Business Transactions Customize correlation Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage Provide knowledge transfer on organizational alignment best practices Four 2-Day Remote Healthcheck Enablement Engagements Additionally, the TAM will deliver four 2-day Healthcheck engagements approximately 3, 6, 9, and 12 months after the completion of the activities listed above. The Healthcheck activities typically include some of the following: Review the progress of deployment and configuration roll-out Review the adoption phases and milestones achieved Review hardware sizing Review the configuration of critical Business Transactions Review the alignment of Policies and Alerts with key business requirements to improve MTTR Review End User Monitoring for critical Business Transactions Review the configuration of AppDynamics for Databases, if applicable Review the configuration of AppDynamics for PHP, if applicable Review Dashboards and Reports and their applicability to reporting on the health of critical Business Transactions Provide a list of recommendations to take AppDynamics deployment to the next level Provide knowledge transfer on all aspects of product deployment, configuration, and usage At the end of 30 days from the beginning of the engagement, the following Milestones are expected to be achieved, provided that all Pre-requisites and Assumptions listed below are met: Deployment rollout and adoption planning completed Controllers deployed in Production and Pre-Production environments Backup and recovery processes are established and being followed Partial rollout of agents completed Up to 20 users and 2 advanced users (administrators) are using AppDynamics on a regular basis Product training has been attended by up to 16 students Training materials have been made available to all users at a Customer organization 34

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