Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: Synthetic Monitoring and Load Testing of Web based applications (APMaaS).

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1 GCloud 5 Service Definition Compuware APPLICATION PERFORMANCE MANAGEMENT SERVICE: Synthetic Monitoring and Load Testing of Web based applications (APMaaS). Full Service Description Date: March 31 st, 2014 Submitted by Compuware Limited Prepared by: Mark Gillett

2 Table of Contents 1 Why Compuware? About Compuware Corporation Solutions and Services What Makes Compuware APM Unique? Compuware Leadership in the APM Market 5 2 Compuware APM Overview Introduction Synthetic monitoring from the cloud (for web-based Internet applications) Last Mile The Customer s Perspective Backbone Locations To Pinpoint Problem Areas Fast Mobile Monitoring Streaming Load Testing User Experience Management 13 3 Customer Service and Support COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 2

3 1 Why Compuware? 1.1 About Compuware Corporation Compuware Corporation, the technology performance company, makes technology make a difference by providing software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world s most important technologies perform at their best for leading organizations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. Incorporated in 1973, our business strategy is to enable our customers most important technologies to perform at their peak by delivering best-in-class on-premises software, software as a service ( SaaS ) and professional technical services. Our solutions empower customers to drive revenue, brand equity and customer satisfaction by harnessing disruptive technologies like cloud computing, virtualization and mobile computing. 1.2 Solutions and Services For 40 years, Compuware has delivered software, experts and best practices to make our customers applications work well and deliver business value. Our people and software ensure that critical technologies work like they should all the time for 7,100 customers around the globe. When technology performance really matters and it matters now more than ever organizations, including 46 of the top 50 Fortune 500 companies and 12 of the 20 most visited U.S. web sites, turn to Compuware. Our industry leading solutions: Application Performance Management Optimize the performance, availability and quality of web, non-web, mobile, streaming and cloud applications Mainframe Solutions Deliver high-quality, high-performing mainframe applications using developer productivity tools that set the industry standards 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 3

4 1.3 What Makes Compuware APM Unique? Compuware APM is a new generation of APM, driven by end user experience and designed for the application performance lifecycle. Five characteristics distinguish Compuware APM from old-generation APM solutions. No other APM solution has all of these characteristics. 1. The Only Unified Coverage of the Entire Application Delivery Chain: Optimize Total Application Performance and Business Value Measures app performance from cloud to data centre Integrates every essential form of APM (real user, synthetic, multi-tier, deep app monitoring and transaction tracing) and advanced analytics Covers all applications (web, non-web, mobile, streaming, cloud) including home-grown and third-party apps Fast time to value: auto discovery, zero configuration, quick installs 2. Deepest 24x7 Application Visibility: Proactively Prevent Issues From Impacting Users Trace/capture every production transaction 24x7 with less than 2 percent overhead Capture all technical details and business context Follow the path of user click-to-line of code to identify root causes Multi-tier visibility inside and outside apps Web, mobile, JavaScript, Java,.NET, Network, C/C++, Mainframe, SAP, Citrix, etc. The only solution on the market that will follow every single transaction from every single user all the way into the mainframe 3. Only Mobile and Native App APM: Optimize Mobile Performance and Business Value Web browsers, mobile browsers, mobile sites and native apps Synthetic and real-user monitoring for all forms of mobile access and apps Operational monitoring combined with real-user analysis Ensure your mobile app performs optimally Deepest understanding of all your mobile users and mobile business 4. Most Comprehensive Cloud APM: Leverage the Cloud with Confidence Public: Azure, EC2, Rackspace, etc. Private: APM for the inside of your private cloud Cloud services: Ensure performance and SLA compliance Cloud technologies: Supports big data, NoSQL, etc. 5. Only Lifecycle-oriented APM Platform: Faster Apps, Time to Market, Mean-time-to-repair Purpose-built to unify production, test, development teams Delivers root-cause information with every problem, down to the line of code, including load testing Agile, DevOps Auto discovery, zero configuration, quick installs Stop issues before production (40 percent less) No need to reproduce issues found in production 2x faster time to market 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 4

5 1.4 Compuware Leadership in the APM Market Gartner positions Compuware in the Leaders Quadrant of the APM Magic Quadrant Report (Click here to read more) Read Gartner s comprehensive 2012 Magic Quadrant for Application Performance Monitoring (APM) report. It evaluates 14 vendors on completeness of vision and ability to execute. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Compuware. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 5

6 Compuware APM Solution fits perfectly in the Gartner APM model Independent Research Firm gives Compuware High Functionality Marks in Comprehensive Evaluation of APM Market (Click here to read more) Forrester Research evaluated 26 vendors on APM functionality. Compuware received the highest functionality marks possible in eight out of ten categories and the second-highest marks in the other two categories COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 6

7 Frost & Sullivan names Compuware Global Company of the Year for Cloud Based Application Monitoring (Click here to read more) In a recent analysis of the cloud-based monitoring market conducted by Frost & Sullivan s Test & Measurement research team, Compuware and other companies were evaluated in five categories: Growth strategy excellence Grown implementation excellence Degree of innovation with products and technologies Leadership in customer value Leadership in market penetration Compuware received the highest marks of any vendor in all five categories, as well as the highest overall rating. EMA Awards Compuware Highest Marks for APM Functionality (Click here to read more) Enterprise Management Associates recently published a report entitled EMA Radar for Application Performance Management for Cloud Services Q1 2012, in which they proclaimed Compuware s APM solution one of the industry s most cloud-ready APM solutions. Compuware received the highest marks for APM functionality (90.89 out of 100). Compuware is used by More of the Top 500 Online Retailers than any other APM Vendor Compuware is #1 provider of web performance monitoring solutions to the top 500 U.S. online retailers for the fifth consecutive year (Internet Retailer Top 500 Guide 2011) 116 of the top 500 US online retailers use Compuware Gomez s web performance monitoring solution more than the No. 2 and No. 3 web performance monitoring vendors combined Five of the top six online retailers are Compuware customers (No. 1 Amazon.com, Inc., No. 3 Apple, Inc., No. 4 Dell, Inc., No. 5 Office Depot, Inc. and No. 6 Walmart.com). More companies who use Web and Mobile Application Performance use Compuware 115 of the Internet Retailer top 500 Web Retailers 386 of the Fortune of Comscore s Top 50 U.S. Web Properties 4 of the top 5 websites as voted by Alexa 8 of the top 10 shopping sites as voted by Alexa 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 7

8 Why does Compuware lead the APM Market? There are key reasons why Compuware leads the APM market. This redefines application performance management. Compuware now has a capability not matched by any of its rivals, and the timing is auspicious given growing enterprise interest in use of the cloud, especially for SaaS-based applications. Ovum The Gomez/Compuware marriage is a good match with litter overlap and lots of upside. Compuware will be able to address a customer s full range of in-house and internet-based application performance management requirements end to end. IDC Compuware has invested heavily in Cloud management technology No other vendor received a higher score in this category. Enterprise Management Associates Compuware has set new standards in the cloud-based application monitoring market by offering the industry s first end-to-end application monitoring solution. Compuware is expected to capture a major portion of the cloud-based application performance monitoring market in the near future. Frost and Sullivan 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 8

9 2 Compuware APM Overview 2.1 Introduction Compuware APM is the leader in a new generation of application performance management (APM) built to manage today s most challenging modern applications. Unlike traditional APM solutions that are heavy, difficult and reactive, Compuware APM is light, smart and proactive. Much different from the old generation of APM, Compuware APM is built for today s modern, dynamic, virtualized, web, enterprise and mobile applications. No vendor can equal Compuware in well-integrated capabilities for monitoring application performance both inside and outside the firewall. Dennis Drogseth, Vice President of Research, Enterprise Management Associates Compuware s APM offerings provide smart application management for today s modern web, mobile, cloud, enterprise and Big Data environments. We help you deliver great application performance with the following four products: Compuware APM User Experience Management powered by dynatrace, DC RUM, Compuware synthetic, UEM and Gomez provides IT teams and application owners with a complete view of application performance and its business impact for all users, geographies, browsers and devices. Compuware s APM User Experience Management (UEM) combines real user, synthetic and third party cloud services monitoring in a single powerful platform for managing performance, availability and SLAs across web, mobile, cloud and enterprise applications. Compuware APM Application Monitoring powered by dynatrace combines deep transaction management and smart analytics with an end-user perspective to help you deliver faster applications, rapidly find and fix problems and accelerate time to market. Smart Application Monitoring for today s modern web, mobile, cloud and Big Data environments COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 9

10 Compuware APM Application-Aware Network Monitoring powered by DC RUM enables network and infrastructure operators to immediately isolate faults that impact application performance and end-user experience across web, middleware, database and network tiers. Passively collecting network traffic, it is the only solution that delivers application-layer insight across enterprise environments, including SAP, Oracle, Citrix, Cerner and more. Compuware APM Lifecycle Performance Management powered by dynatrace fosters collaboration between production, application support, test and development teams, resulting in faster time to market, problem resolution and application performance. dynatrace PurePath Technology provides a unified, recorded data set for every transaction, capturing granular code-level detail, infrastructure parameters and payload information 2.2 Synthetic monitoring from the cloud (for web-based Internet applications) Last Mile The Customer s Perspective Leveraging an exclusive panel of 150,000-plus real Internet users located all over the world, with different dial-up and broadband connections represented, these localized user populations make it possible to model and test profiles reflecting actual site visitors, wherever they may live and work. Last Mile takes the end user point of view and helps companies isolate problems quickly no matter where they may appear on the network COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 10

11 2.2.2 Backbone Locations To Pinpoint Problem Areas Fast Monitoring from 150+ Monitoring locations strategically placed at global Internet Backbones helps companies measure the performance and the impact of changes made to server platforms before and after applications go live. Ongoing measurements taken from geographically dispersed Internet backbone nodes on multiple networks identify trends and trigger alerts on application performance issues that may not be visible inside the firewall Mobile Monitoring Compuware Mobile Monitoring, a part of Compuware APM solutions, measures the performance of mobile sites and native applications from your end users perspective across all mobile devices, networks and geographies. Unlike expensive, complex and inaccurate mobile device-based monitoring solutions, Gomez Mobile Monitoring measures mobile site and application performance directly from your real users browsers and native applications. With Compuware Mobile Monitoring, you can: Monitor your real end users mobile site and application performance Evaluate the business impact of your users mobile site and application experiences Isolate the root cause of performance problems down to the exact line of code Identify, diagnose and resolve issues quickly and easily with object-level detail Ensure mobile sites and applications work for all users Leverage the industry s only Google Page Speed integration to optimize mobile site performance Reduce monitoring infrastructure investments with the Compuware Gomez SaaS platform Streaming Real-user monitoring tells you what your actual viewers are experiencing by providing insight into their interactions with streaming content. This approach helps you answer questions pertaining to viewer experiences in real time. Is the start-up time consistent for all real users? What is the location of these users? Is rebuffering affecting real-user experience? What is the viewer s satisfaction level with regard to streaming experience? What is the number of satisfied users? Tolerating users? Frustrated users? Real-user monitoring is also important because it measures the experience of actual end users and correlates end-user and business performance for streaming applications from an end-user perspective. By combining real-user data with synthetic data, you can better isolate the point in the streaming delivery chain that is contributing to an issue Load Testing Once an application has been developed and tested from the customer perspective under normal conditions, it s important to understand how the application will perform when it s forced to bend. By understanding what type of load it takes to degrade application performance or what it takes to bring an application or a vendor to its knees, companies can be better prepared for those situations and better understands what it takes to consistently deliver a quality web experience to their end-users. Compuware s Load testing is different because it is an external load testing service that is designed to mirror the characteristics, demographics, actions, and volumes of your company s actual user population COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 11

12 Utilizing the APMaaS Last Mile panel of 150,000+ global testing agents the largest and only of its kind Compuware APMaaS Solution can test an application under development or in production by tapping a population that represents a companies real-life customer base, rather than from a series of vendor designated load centres. Additionally, companies can determine which specific geographical areas should receive the most load (e.g. Tokyo, California, Europe), giving developers greater confidence that the code they are writing will work as intended for real-world customers when the application goes live in production COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 12

13 2.2.6 User Experience Management Using UEM, companies gain an authentic picture of customer web experiences, individually and collectively, by measuring performance directly from the end-users browsers as they visit web pages. As such, UEM is a real-user monitoring service that expands the synthetic monitoring platform to address the challenges facing both business line owners and WebOps concerned with the performance impact on customer web experience. UEM extends the Monitoring capacities into the customers Data-Centre. With a little Webserver extension a JavaScript agent gets auto injected into the Webpage and the actual user Browser (independent if it is a mobile, tablet, laptop or desktop engine reports back on the end-user experience with the portion of the application delivered by the servers and on the portion running locally in end-users browser (e.g. Web 2.0 technologies like Ajax and Flash, Third Party content, Content Delivery Network). What it measures? From its vantage point in the browser, UEM measures all aspects of the end user experience as performed and initiated by the current web-user, including the perceived performance of a web application, download times, abandonment rates, service consistency, geographic disparities, browser window size, browser type, cache utilization and first time/repeat visitor status. Same applies for mobile native applications which can even deliver crash reports back to the server. Armed with this information, a company can: Analyse the actual experience of specific customers and segments, and understand which buyer segments have poor performance and why; Know which pieces of a company s website contribute to (or detract from) a favourable customer experience, including third party content providers, use of multiple browsers, and rich media types; 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 13

14 And make better decisions as to what Web components to monitor and improve by analysing performance and how they impact business performance. UEM dives deeply into many factors influencing customer satisfaction and far beyond what s found in standard web analytics. For example, the solution can uniquely show the impact of application performance on conversion by tracking complete visits (which is unique), page action, page level abandonment rates (e.g., when a user clicks on a link within the page to stop the page from downloading) and business process level abandonment (e.g., when a user abandons a multi-step process before reaching the last step, such as putting an item in the shopping cart but never checking out). Based on the prior action customers receive most valuable data to identify issues (JavaScript Errors are captured too) and performance degrees immediately. UEM supports automatic base lining for alerting. If configured and based on every single visit (up to 1 hour) Companies can easily handle customer complaints and shorten Service Centre Calls drastically by simply searching for dedicated users and review the customers visit on the APMaaS Client (cloud based) or in the dynatrace Client (on premise) COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 14

15 3 Customer Service and Support Compuware s Support maintenance program provides Licensee who has paid for such maintenance program with the following: New Versions: Licensee will be entitled to receive all new releases of licensed software products as they become generally available. Telephone Hotline: Compuware will provide telephone assistance for all products for which Support has been purchased. During the business day, customers should call Compuware s Customer Support numbers posted on-line at Updates: Licensee will be entitled to receive all updates and revisions to the licensed software products including updates to the product documentation. Fixes: Compuware will attempt to correct or replace the licensed software under the maintenance plan and/or provide services necessary to remedy programming errors attributable to Compuware. Technical Questions: Compuware's Customer Support staff is available to respond to questions regarding standard installation procedures, compatibility with other software, and general questions regarding the capabilities of the licensed software. Web-based Support: Licensee may access (http://go.compuware.com) for technical help and information on Compuware products. Some products require registration for access to information. Users can go on-line 24 hours per day to: o o o o o o Enter or track a support case. Search the knowledgebase. Watch free training modules. Read or download product documentation. Search and download fixes to known problems. Order or download maintenance and new product releases. Maintenance Response Time: Technical problems for all Compuware products will be assessed by the following priority levels: 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 15

16 Priority Assigned General Description Callback Time Critical Service or major on-premise product component has been stopped or so seriously impaired that it is unusable, and no alternative is available. This includes software or operating system restarts, data loss or corruption. Software cannot be installed or migrated to a new release. Severe Service is significantly impacted where 50% to 99% of all SaaS services are impacted. This includes problems accessing two or more solutions in the SaaS service or unavailability of one or more Private Agents. Obscure, difficult to reproduce, infrequent crashes or hangs of the onpremises software. Explicitly documented major functionality is missing or not usable. Documentation issue that leads to a severe error, installation/migration failure or data corruption. No workaround or solution known at the time the case is logged. Moderate Service not functioning correctly, where less than 50% of all SaaS services are impacted. This includes scripting help for new and existing tests or unavailability of a single node. Situations in which the functionality of the on-premises software is slightly restricted but the product components are still functional. Data quality or access may be restricted. Reporting issues. Questions related to configuration or software installation. Some business impact. Priority 3 issues usually have workarounds. Low A feature of the service or on-premises software is not functioning correctly, but does not impact data quality or data access. This includes requests for general information and new feature requests. A defect in very obscure product functionality. Misspelling in the documentation or in a product screen. Cosmetic problem. 1 Hour 4 Hours 8 Hours 2 Business Days 2013 COMPUWARE CORPORATION PROPRIETARY AND CONFIDENTIAL INFORMATION 16

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