Customer Success. CATALOG - North America and International

Transcription

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 [email protected]. 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 [email protected] 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 [email protected] 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 [email protected] 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 [email protected] 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 [email protected] 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

35 ADVANCED 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 Additional 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: Full rollout of agents completed Up to 200 users and up to 20 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 120 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 (66 units) This offering includes 66 units. AppDynamics University recommends the following courses: Three (3) private dedicated AppDynamics Pro in Action (Java,.Net) for up to ten (10) students, delivered onsite or remotely. Three (3) seats in AppDynamics Pro Administration Three (3) seats in AppDynamics Pro Advanced Troubleshooting This offering also includes ten (10) 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. 35

36 ADVANCED ADOPTION OFFERING Pre-requisites and Assumptions Customer environment will have no more than 400 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 Pricing The Advanced Adoption Offering is priced at $75,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $16,000. 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 [email protected] 36

37 SOLUTIONS ARCHITECTURE

38

39 SOLUTIONS ARCHITECTURE Architecture 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 Solutions Architect Daily Rate PRICE $3,000 USD (Travel & Expenses are not Included) ARCHITECTURE ADOPTION OFFERING Solution Architecture Workshop Platinum Edition Offered before any other Enablement services Solution Architecture Workshop for Diamond Accounts Offered before any other Enablement services APM Enterprise Architecture Workshop DESCRIPTION Customer environment has between nodes 5 days including both onsite and remote Price: $15,000 USD Estimated Travel & Expenses - $3,000 USD Customer environment has 800+ nodes 10 days including both onsite and remote work Price: $30,000 USD Estimated Travel & Expenses - $5,000 USD Offered for ELA accounts pre or post sale 10 days including both onsite and remote work Price: $30,000 USD Estimated Travel & Expenses - $5,000 USD ACE Best Practices and APM Adoption Workshop 1 day onsite visit by Solutions Architect Price: $3,000 USD Estimated Travel & Expenses - $1,000 USD 39

40 SOLUTION ARCHITECTURE WORKSHOP PLATINUM Introduction The first step in the implementation of APM in an organization is to design Solution Architecture and plan the rollout of the monitoring solution to address both short term and long term goals. Rushing into deployment without careful planning can result in solutions which do not function well in the long term and do not provide the necessary visibility into missioncritical applications. To ensure that the APM initiative gets off to a proper start and secures the highest possible return on investment (ROI), AppDynamics offers a Solution Architecture Workshop in its portfolio of services. The Solution Architecture Workshop Platinum Edition is delivered by a Solutions Architect. Solutions Architects have decades of experience in the areas of APM, Databases, software development and cloud computing. They represent the most senior technical members of AppDynamics and are unified in their commitment to innovation and to helping customers achieve Operational Excellence. Service Offering The objective of this workshop is for the Solutions Architect to design the optimal monitoring solution that fits the business requirements of the customer. The workshop consists of a 5-day engagement, delivered onsite. The Solutions Architect will meet with key teams implementing APM for 2-3 days to validate business requirements, understand application architecture, understand and document most critical problems needing remediation, gather information needed to perform sizing evaluation, and understand integration and customization requirements. Following that, the Solutions Architect will spend the remaining time creating the APM Solution Architecture Document and will present it for review to the Customer. Workshop Agenda With the above objectives, it is important to secure a one-hour conversation with representatives from each of the following areas, so that the Solutions Architect can review and validate the information gathered during the PreSales cycle and obtain additional details on requirements. Technical Champion and/or Sponsor to represent management and to provide high-level objectives and constraints Project Manager to act as the main contact for all project-related discussions Infrastructure/system admin to provide hardware information for controller installation, machine agent rollout, and to provide system access, if needed DBA to provide database-related information, access, and monitoring requirements Network Admin to provide network connectivity info and firewall modifications, if needed Application Maintenance (L2) to provide application specifics in configuration, access, and requirements Operations / NOC to provide L1, L2 and infrastructure monitoring operations requirements and capacity planning Developers to provide requirements on needs from development teams for monitoring in test, pre-prod and production environments QA / QE / Performance Engineering to provide requirements on regression testing, performance analysis and scalability analysis requirements Application/Business Analysts to provide requirements on end-user use cases Application Architects to provide requirements on needs for architectural discovery and repair and for future planning Customer-provided application environment Visio diagrams, spreadsheets, and/or logical network diagrams significantly help expedite this process and should be forwarded to the Solutions Architect before the Architecture Workshop. 40

41 TITLE SOLUTION ARCHITECTURE WORKSHOP PLATINUM The following activities are included in the Solution Architecture Platinum Edition Workshop offering: 1. Introduction and Overview (All Customer Stakeholders) a. Customer Business Objectives b. Ongoing Monitoring Objectives c. Customer environment i. Data center/geo locations ii. Environments Prod, Pre-prod, Test, DR, etc. iii. OS platforms/versions iv. Applications/ERP/servers v. Middleware vi. Database vii. Virtualization 2. Monitored Systems Scope (Monitoring Team, Operations Team) a. Review POV/PreSales cycle Activities b. Current Systems Management Strategy and Organization c. Logical Design of Applications 3. Monitoring Server Installation and Maintenance Strategy (IT, Monitoring Team) a. On-Premise vs. Hosted b. Hardware Sizing - Machine spec, Disk I/O requirements, virtualization, SAN c. Backup and Restore Plan d. HA setup and Failover/Failback Plan e. User Management Plan LDAP, Localized Access, Roles 4. Automated Agent Rollout, Upgrade and Patching Strategy (Operations Team, Monitoring Team) 5. Application Modeling and Naming in AppDynamics (Operations Team, Monitoring Team) 6. Monitoring Customizations (Monitoring Team) a. Business Transaction Configuration b. Backend Configuration c. Health Rule and Policy Configuration d. Error Configuration 7. Any required Custom Correlations (Monitoring Team, Application Team) 8. Reporting and Custom Dashboard Strategy (All Teams) 9. AppDynamics X Platform and Third Party Integrations Requirements (Monitoring Team) 10. Deployment Plan (Monitoring Team) 11. Recommended Deployment Approach (Monitoring Team) a. High-level deployment process walkthrough b. Deployment and Implementation Plan 41

42 TITLE SOLUTION ARCHITECTURE WORKSHOP PLATINUM Pre-Requisites For the workshop to be successful, it is important to plan ahead and prepare the following: Teams that will participate in the workshop are chosen and notified several weeks in advance to allow them to adjust their schedules and block the time for the meeting Management encourages all members of each team to attend and prepare questions and ideas for the workshop meeting An appropriate meeting room is secured for the whole day (to avoid delays in moving room to room). A projector or large monitor is available in the room. Someone from each team, or a person who will be there all day, has access to the AppDynamics product and can display it on a large screen in the meeting room. The architect conducts his whole discussion using the customer s current setup as a backdrop. The engagement must be scheduled at least twenty one (21) days in advance Pricing The Solution Architecture Workshop Platinum Edition is priced at $15,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $3,000 Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities, if any, will be delivered using GoToMeeting. Days not used within the twelve months 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 42

43 SOLUTION ARCHITECTURE WORKSHOP DIAMOND Introduction The first step in the implementation of APM in an organization is to design Solution Architecture and plan the rollout of the monitoring solution to address both short term and long term goals. Rushing into deployment without careful planning can result in solutions which do not function well in the long term and do not provide the necessary visibility into missioncritical applications. To ensure that the APM initiative gets off to a proper start and secures the highest possible return on investment (ROI), AppDynamicsf Excellence (ACE) offers a Solution Architecture Workshop in its portfolio of services. The Solution Architecture Workshop Diamond Edition is delivered by a Solutions Architect. Solutions Architects have decades of experience in the areas of APM, Databases, software development and cloud computing. They represent the most senior technical members of AppDynamics and are unified in their commitment to innovation and to helping customers achieve Operational Excellence. Service Offering The objective of this workshop is for the Solutions Architect to design the optimal monitoring solution that fits the business requirements of the customer. The workshop consists of a 10-day engagement, delivered onsite. The Solutions Architect will meet with key teams implementing APM for 4-6 days to validate business requirements, understand application architecture, understand and document most critical problems needing remediation, gather information needed to perform sizing evaluation, and understand integration and customization requirements. Following that, the Solutions Architect will spend the remaining time to create the APM Solution Architecture Document and will present it for review to the Customer. Workshop Agenda With the above objectives, it is important to secure a one-hour conversation with representatives from each of the following areas, so that the Solutions Architect can review and validate the information gathered during the PreSales cycle and obtain additional details on requirements. Technical Champion and/or Sponsor to represent management and to provide high-level objectives and constraints Project Manager to act as the main contact for all project-related discussions Infrastructure/system admin to provide hardware information for controller installation, machine agent rollout, and to provide system access, if needed DBA to provide database-related information, access, and monitoring requirements Network Admin to provide network connectivity info and firewall modifications, if needed Application Maintenance (L2) to provide application specifics in configuration, access, and requirements Operations / NOC to provide L1, L2 and infrastructure monitoring operations requirements and capacity planning Developers to provide requirements on needs from development teams for monitoring in test, pre-prod and production environments QA / QE / Performance Engineering to provide requirements on regression testing, performance analysis and scalability analysis requirements Application/Business Analysts to provide requirements on end-user use cases Application Architects to provide requirements on needs for architectural discovery and repair and for future planning 43

44 TITLE SOLUTION ARCHITECTURE WORKSHOP DIAMOND Customer-provided application environment Visio diagrams, spreadsheets, and/or logical network diagrams significantly help expedite this process and should be forwarded to the Solutions Architect before the Architecture Workshop. The following activities are included in the Solution Architecture Workshop Diamond Edition offering: 1. Introduction and Overview (All Customer Stakeholders) a. Customer Business Objectives b. Ongoing Monitoring Objectives c. Customer environment i. Data center/geo locations ii. Environments Prod, Pre-prod, Test, DR, etc. iii. OS platforms/versions iv. Applications/ERP/servers v. Middleware vi. Database vii. Virtualization 2. Monitored Systems Scope (Monitoring Team, Operations Team) a. Review POV/PreSales cycle Activities b. Current Systems Management Strategy and Organization c. Logical Design of Applications 3. Monitoring Server Installation and Maintenance Strategy (IT, Monitoring Team) a. On-Premise vs. Hosted b. Hardware Sizing - Machine spec, Disk I/O requirements, virtualization, SAN c. Backup and Restore Plan d. HA setup and Failover/Failback Plan e. User Management Plan LDAP, Localized Access, Roles 4. Automated Agent Rollout, Upgrade and Patching Strategy (Operations Team, Monitoring Team) 5. Application Modeling and Naming in AppDynamics (Operations Team, Monitoring Team) 6. Monitoring Customizations (Monitoring Team) a. Business Transaction Configuration b. Backend Configuration c. Health Rule and Policy Configuration d. Error Configuration 7. Any required Custom Correlations (Monitoring Team, Application Team) 8. Reporting and Custom Dashboard Strategy (All Teams) 44

45 TITLE SOLUTION ARCHITECTURE WORKSHOP DIAMOND 9. AppDynamics X Platform and Third Party Integrations Requirements (Monitoring Team) 10. Deployment Plan (Monitoring Team) 11. Recommended Deployment Approach (Monitoring Team) a. High-level deployment process walkthrough b. Deployment and Implementation Plan 12. Advanced Topics a. Advanced Configurations such as Information Points, JMX, Data Collectors b. Business Analytics and Executive Dashboards c. Integrating Monitoring System into the Software Development Lifecycle d. Runbook Automation Pre-Requisites For the workshop to be successful, it is important to plan ahead and prepare the following: Teams that will participate in the workshop are chosen and notified several weeks in advance to allow them to adjust their schedules and block the time for the meeting Management encourages all members of each team to attend and prepare questions and ideas for the workshop meeting An appropriate meeting room is secured for the whole day (to avoid delays in moving room to room). A projector or large monitor is available in the room. Someone from each team, or a person who will be there all day, has access to the AppDynamics product and can display it on a large screen in the meeting room. The architect conducts his whole discussion using the customer s current setup as a backdrop. The engagement must be scheduled at least twenty one (21) days in advance Pricing The Solution Architecture Workshop Diamond Edition is priced at $30,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $5,000 Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. 45

46 APM ENTERPRISE ARCHITECTURE WORKSHOP Remote Activities, if any, will be delivered using GoToMeeting. Days not used within the twelve months 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 Introduction As an organization prepares to embrace Application Performance Management (APM) throughout its enterprise, it is important to plan strategically in order to fully leverage the technology involved and strive for Operational Excellence as an end goal. This requires an architecture and implementation plan that focuses on a solution that enables collaboration and seamless integration across the entire enterprise. To address the need for a unified solution, the AppDynamics Center of Excellence (ACE) offers an APM Enterprise Architecture Workshop in its portfolio of services. APM Enterprise Architecture Workshop is delivered by a Solutions Architect. Solutions Architects have decades of experience in the areas of APM, Databases, software development, and cloud computing. They represent the most senior technical members of AppDynamics and are unified in their commitment to innovation and helping customers achieve Operational Excellence. Service Offering Your organization likely has a wide array of monitoring systems from various vendors, including AppDynamics, and sometimes also home-grown monitoring tools. This two-week workshop will provide a comprehensive review of all current monitoring tools and develop a pragmatic approach to integrating all these tools. We will design an APM Solution Architecture for the entire enterprise. Additionally, the Solutions Architect will design an implementation and integration plan for each application. The final output of this session is the Enterprise Architecture Specification Document. Workshop Agenda A typical APM Enterprise Architecture Workshop includes: Identifying any gaps in monitoring coverage for the entire technology stack Providing suggestions on filling any monitoring gaps Designing integration extensions needed for unifying monitoring data Designing centralized alerting strategy Creating a single pane of glass visualization across the entire enterprise s technology stack, through the use of Custom Dashboards Architecting executive dashboard and business analytics dashboard for business and management users Designing an APM roll-out strategy Implementing application capacity and performance improvement projects Designing troubleshooting methodologies around a centralized monitoring system A typical APM Enterprise Architecture Workshop is executed in several phases that can be delivered in sequence, or spaced out across various project milestones. A typical workshop includes the phases listed below. 46

47 TITLE APM ENTERPRISE ARCHITECTURE WORKSHOP Requirements Gathering During this first step we typically interview key stakeholders and review existing architecture documentation to gain full understanding of the underlying business and technology goals. We then work closely with an existing monitoring team or other teams who have ownership of the company s monitoring systems. By understanding the various types of monitoring systems, what types of metrics they provide, how they work together, and what visibility could still be missing, we will document the current environment and define the goals of the current workshop. Unified Metric Design A typical enterprise has at least half a dozen monitoring tools, and some companies exceed two dozen tools. While each tool may be specialized and can deliver great value in monitoring its niche area, this multitude of monitoring systems presents great challenges to understanding the state of the entire enterprise and the health of its systems. Lack of integration between these systems often results in visibility gaps. AppDynamics allows metrics from all monitoring systems to be integrated into one metric store. During the workshop, we will define the interface with which these metrics can be added to the central metric store and how they can be leveraged together. This correlation of metrics can be very powerful with the right understanding of how they all fit together. Unified Visualization Design A critical part of any unified monitoring strategy is having one view across the entire technology stack. This single pane of glass provides the following benefits: Accelerated root cause analysis (RCA) Deeper architectural understanding of existing systems Collaboration among dispersed teams that now see one common view Proactive monitoring, by allowing engineers to see their impact on the overall system The rich custom dashboards in AppDynamics can provide this visualization and be shared across the enterprise. Defining what dashboards to build starts with an understanding of the company s KPIs and SLAs. During the workshop, we will design dashboards that will capture this key data across all systems and be visible to all teams. An effective dashboard strategy leads to success in visualizing application performance across the enterprise and reaping all of the abovementioned benefits. Centralized Alerting and Troubleshooting Strategy To improve customer experience, it is vital to minimize Mean Time To Recovery (MTTR), and this depends on a successful Centralized Alerting capability. Having each monitoring system throw its own alerts is acceptable, but having these alerts sent to end users through different channels is not. We will evaluate the best technology for a central alerting system and define the common data model and interface needed to unify all alerts into this central system. One such solution is a real-time event bus. AppDynamics allows for a centralized event bus where all system events, including alerts, can be sent, and various groups can then subscribe to the type of events they are interested in. This centralizes all events while filtering data, which provides a manageable data feed for each group. Once a design is complete, a Troubleshooting Strategy must be defined. Alerts have little purpose if the company does not have a clear and effective strategy for how to react to them. A Troubleshooting Strategy should result in a playbook for key teams in the company for each type of alert that may be triggered. The definition should include what steps are taken by whom and which APM areas are leveraged. 47

48 TITLE APM ENTERPRISE ARCHITECTURE WORKSHOP Building an Expert APM Monitoring Team While the long-term goal of any enterprising monitoring system is adoption across the entire company, it is essential to have a core team of experts who can support the entire company with all their monitoring needs. After analysis of any current team and/or skills available at the company, we will provide recommendations on how to build this team. During our analysis, we focus on the following items: Latest in APM skillsets required in enterprise systems Best practices and industry strategies Strategies for APM adoption across the Enterprise Pre-Requisites For the workshop to be successful, it is important to plan ahead and prepare the following: Teams that will participate in the workshop are chosen and notified several weeks in advance to allow them to adjust their schedules and block the time for the meeting Management encourages all members of each team to attend and prepare questions and ideas for the workshop meeting An appropriate meeting room is secured for the whole day (to avoid delays in moving room to room). A projector or large monitor is available in the room. Someone from each team, or a person who will be there all day, has access to the AppDynamics product and can display it on a large screen in the meeting room. The architect conducts his whole discussion using the customer s current setup as a backdrop. The engagement must be scheduled at least twenty one (21) days in advance Pricing The APM Enterprise Architecture Workshop is priced at $30,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $5,000 Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities, if any, will be delivered using GoToMeeting. Days not used within the twelve months 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 48

49 TITLE ACE BEST PRACTICES & APM ADOPTION WORKSHOP Introduction Once a company has deployed AppDynamics and is using it for monitoring, it may realize that its work is not done. Achieving Operational Excellence is a long-term process. It includes learning how to better leverage the product through improved processes, using the latest industry best practices. It also includes driving further adoption, with more and more teams and users using the product and engaging in the best practices to achieve company wide collaboration. To address these needs, AppDynamics offers this Best Practices and Adoption Workshop as part of its portfolio of services. AppDynamics Solutions Architects have decades of experience in the areas of APM, enterprise software, web applications, databases, software development and cloud computing. They represent the most senior technical members of AppDynamics and are unified in their commitment to innovation and helping customers achieve Operational Excellence. Service Offering The ACE Best Practices and Adoption workshop is typically conducted every six months and consists of a one-day onsite visit, where our Solutions Architect will meet for with key teams in the company, including the core monitoring team and the management team, to help improve company wide APM adoption. The objective of this workshop is for a Solutions Architect to educate key users and teams on APM Best Practices, and to increase adoption of AppDynamics and APM as a means of maximizing ROI and achieving Operational Excellence. The final output of this session is the APM Adoption Recommendations Document which outlines the recommendations for improvement made to each team and summarizes the recommended strategy to drive further adoption. Workshop Agenda A typical ACE Best Practices and APM Adoption Workshop consists of several one-hour meetings with each team. These typically include: Review of the team s business and technical goals and current APM and AppDynamics usage. Typically this includes the review of specific Tiers and Business Transactions of interest for this team. Demonstration of various advanced features of the product that may be relevant to the team s needs and goals. Discussion of Best Practices and how they are relevant to the team. Demonstration of how Best Practices map to usage of the product. Discussion of the benefits of APM and the AppDynamics product and of the ways to increase the usage by each team member to drive collaboration and improvements in applications performance. 49

50 TITLE ACE BEST PRACTICES & APM ADOPTION WORKSHOP Pre-Requisites For the workshop to be successful, it is important to plan ahead and prepare the following: Management chooses teams that will participate in the workshop and notifies them several weeks in advance, to allow them to adjust their schedules and block the time for the meeting. Management encourages all members of each team to attend and to prepare questions and ideas prior to the workshop meeting. An appropriate meeting room is secured for the whole day (to avoid delays in moving room to room). A projector or large monitor is available in the room. Someone from each team, or a person who will be there all day, has access to the AppDynamics product and can display it on a large screen in the meeting room. The architect conducts his whole discussion using the customer s current setup as a backdrop. The engagement must be scheduled at least twenty one (21) days in advance. Pricing The Best Practices and Adoption Workshop is priced at $3,000 USD For GBP and International pricing please contact your Account Representative Estimated Travel and Expenses are $1,000 Travel and expenses for onsite Activities are not included in the price of this offering and will be billed separately. Remote Activities, if any, will be delivered using GoToMeeting. Days not used within the twelve months 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. 50

51 APPDYNAMICS UNIVERSITY

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53 EDUCATION SOLUTIONS Enabling Success Through Education AppDynamics University is designed to make and keep you an AppDynamics champion. We provide Instructor-Led training and support - with the goal of providing both coaching and mentoring from our AppDynamics Expert Instructors. AppDynamics University also has a catalog of interactive Self-Guided courses to enable ongoing learning. All fees for AppDynamics University courses purchased separately are listed in Training Units. Each offering costs a set number of Training Units. Once purchased, units can be applied to any AppDynamics University Course listed below. One unit is $400 USD. Instructor-led Instructor-led classes are available virtually or at your site. Our Virtual AppDynamics Classroom classes are delivered live via web broadcast and have hands-on exercises through remote servers. Virtual classes are taught in three-hour segments, so you can keep up with your day job while having extra time to spend on extra lab work. Dedicated virtual classes are also available. Self-Guided - Library Card Self-Guided Learning is made up of 1 to 2 hour long courses that include lab simulations for practical application. These courses are available through our Library Card Subscription program and are available 24 x 7. AppDynamics Accelerator This program is entirely self-paced, so you can start it anytime, anywhere, and make progress at your own pace. You may go through it in 5 days or 5 weeks; it s your choice. In a quick series of five sessions you can perform controller installation and agent rollout, troubleshoot for slow business transactions, and strategize to expand the usage of AppDynamics Pro to your entire organization. The condensed format touches upon all critical points while keeping it simple so that you can reap all the benefits of AppDynamics Pro in the shortest amount of time! Learning Bytes Learning Bytes are 1 to 5 minute videos focused on the How To s of one specific topic. These videos are self paced and are available on our AppDynamics Community page at no charge. The best part about the Learning Bytes is that they are available 24 x 7 and you can review them as often as you would like. 53

54 TITLE EDUCATION SOLUTIONS INSTRUCTOR-LED COURSES AppDynamics Pro In Action Java AppDynamics Pro In Action.NET AppDynamics Pro - Administration I AppDynamics Pro - Advanced Troubleshooting DESCRIPTION AppDynamics in Action is designed for all AppDynamics users, regardless of role, to know how to troubleshoot common performance issues and be able to make adjustments to the out of the box configurations for a more customized view into your environment. Our goal is that if you take no other class (but we know you will!), this class will provide you and your company s end users a basic understanding on how to navigate, troubleshoot, and make simple configuration adjustments. Public Virtual Class (per student) Private Virtual or Onsite (up to 10 students*) 4 units 20 units AppDynamics in Action is designed for all AppDynamics users, regardless of role, to know how to troubleshoot common performance issues and be able to make adjustments to the out of the box configurations for a more customized view into your environment. Our goal is that if you take no other class (but we know you will!), this class will provide you and your company s end users a basic understanding on how to navigate, troubleshoot, and make simple configuration adjustments. Public Virtual Class (per student) Private Virtual or Onsite (up to 10 students*) 4 units 20 units This course will introduce the student to the world of AppDynamics Administration and teaches many important administration tasks that are vital to maintaining a healthy and efficient AppDynamics environment. Public Virtual Class (per student) 1 unit This course is designed to deepen your knowledge and skills to more effectively troubleshoot complex application and environment issues. During this course we will discuss specific techniques and strategies, and the application of best practices in troubleshooting. Public Virtual Class (per student) 1 unit *Contact [email protected] for more than 10 students 54

55 EDUCATION SOLUTIONS SELF-PACED COURSES DESCRIPTION AppDynamics Accelerator This program is entirely self-paced, so you can start it anytime, anywhere, and make progress at your own pace. You may go through it in 5 days or 5 weeks; it s your choice. Self-Paced No Charge AppDynamics Pro in Action - End User Monitoring In this self-paced course, we take a closer look at the core concepts behind why EUM is important. We ll explore use cases where monitoring end user experience becomes important and practice scenarios including troubleshooting end user experience, determining the source of slowness in front-end response time, and drilling down to detect JavaScript errors that affect end user experience. Self-Paced Library Card Subscription AppDynamics Pro in Action - Databases This course covers how to trace application performance issues from AppDynamics into the databases, storage, and servers that may be experiencing problems transferring the parameters of a particular issue into AppDynamics for Databases for more granular monitoring, reports, and troubleshooting. Self-Paced Library Card Subscription AppDynamics Pro in Action - PHP This course will introduce the student to the world of application performance management with AppDynamics for PHP applications. Self-Paced Library Card Subscription AppDynamics Pro in Action - Nodetime In this course, we will focus on the most common and important use cases of Nodetime, and how to use Nodetime to effectively detect and troubleshoot application problems due to CPU spikes, memory leaks, application bottlenecks, slow HTTP request, and API calls. Self-Paced Library Card Subscription AppDynamics Pro Essentials for Developers This course instructs developers on how to best correlate the performance issues identified by AppDynamics back to the offending code segments. Through presentations, workshop discussions, interactive demonstrations and hands on class practice labs we give the developer the skills to speedily identify many different types of coding issues. Self-Paced Library Card Subscription 55

56 EDUCATION SOLUTIONS SELF-GUIDED LEARNING USERS ADMINISTRATORS DEVELOPERS AppDynamics Pro Accelerator AppDynamics Pro in Action - End User Monitoring AppDynamics Pro in Action PHP AppDynamics Pro for Operations Best Practice Business Transaction Strategy AppDynamics Pro Java Advanced Multiple Installation What is a Baseline What is a Business Transaction Setting up Health Rules and Events Setting up Baselines Setting up Alerts Building Custom Dashboards Best Practices Troubleshooting Strategies For a complete catalog of AppDynamics University courses, please visit and click on Community -> Learn. 56

57 APPDYNAMICS PRO IN ACTION - JAVA Course Overview AppDynamics in Action is designed for all AppDynamics users, regardless of role, to know how to troubleshoot common performance issues and be able to make adjustments to the out of the box configurations for a more customized view into your environment. Our goal is that if you take no other class (but we know you will!), this class will provide you and your company s end users a basic understanding on how to navigate, troubleshoot, and make simple configuration adjustments. This course will introduce the student to the world of application performance management with AppDynamics for Java enterprise applications. The course takes an interactive approach in which students get to see AppDynamics in action - using use cases that illustrate the full power of using AppDynamics from out of the box deployment and monitoring to more advanced techniques like correlation analysis and automated remediation. Use Cases Session 1: Foundations & Troubleshooting Troubleshoot slow Business Transactions using: Snapshots Flow Maps Metric Browser Session 2: More Troubleshooting & Configuration Conduct more advanced troubleshooting by using: Custom Business Transaction detection rules Custom Transaction Thresholds Diagnostic sessions Events Session 3: Monitoring Extend your monitoring capability by using: Custom Entry and Exit Points Information Points Data Collectors Persistent JMX Metrics Session 4: Responding to Issues Proactively monitor your application by using: Custom Dashboards Health Rules, Actions & Policies PRODUCT RELEASE Run Book Automation AppDynamics Pro 3.8x COURSE TYPE Virtual Instructor Led (VILT) COURSE DURATION Four (4) days; Three (3) hours per day UNITS PREREQUISITES AUDIENCE 4 Units* A basic understanding of Application Performance Monitoring All AppDynamics Users *Contact your Account Manager for onsite or private virtual class offerings. 57

58 APPDYNAMICS PRO IN ACTION.NET Course Overview AppDynamics in Action is designed for all AppDynamics users, regardless of role, to know how to troubleshoot common performance issues and be able to make adjustments to the out of the box configurations for a more customized view into your environment. Our goal is that if you take no other class (but we know you will!), this class will provide you and your company s end users a basic understanding on how to navigate, troubleshoot, and make simple configuration adjustments. This course will introduce the student to the world of application performance management with AppDynamics for.net applications. The course takes an interactive approach in which students get to see AppDynamics in action - using use cases that illustrate the full power of using AppDynamics from out of the box deployment and monitoring to more advanced techniques like correlation analysis and automated remediation. Use Cases Session 1: Foundation & Troubleshooting Troubleshoot slow Business Transactions using: Snapshots Flow maps Metric Browser Session 2: More Troubleshooting & Configuration Conduct more advanced troubleshooting by using: Custom Business Transaction detection setting Custom Transaction Thresholds Diagnostic sessions Events Session 3: Monitoring Extend your monitoring capability by using: Custom Entry and Exit Points Information Points Data Collectors Session 4: Responding to Issues Proactively monitor your application by using: Custom Dashboards Health Rules, Actions & Policies Run Book Automation PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Virtual Instructor Led (VILT) Four (4) days; Three (3) hours per day 4 Units* A basic understanding of Application Performance Monitoring All AppDynamics Users *Contact your Account Manager for onsite or private virtual class offerings. 58

59 APPDYNAMICS PRO ADMINISTRATION Course Overview This course will introduce the student to the world of AppDynamics Administration and teaches many important administration tasks that are vital to maintaining a healthy and efficient AppDynamics environment. The course takes an interactive approach in which students get to see AppDynamics in action. With hands on use cases you will explore and understand the most important tasks for administering AppDynamics. After completing this course you will be able to perform important tasks for administration of the AppDynamics controller and agent components. What You Will Learn Agent Administration Agent Installation Scenarios Agent Configuration Scenarios Check Agent Version On/Off/Reset/Configure Agent Log Files Diagnostics Stats Reporting Local REST API Controller Administration Installation Review & Best Practices Administration Database Management PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Virtual Instructor Led (VILT) Three (3) hours 1 Unit* A basic understanding of Application Performance Monitoring Systems/Applications Administrators *Contact your Account Manager for onsite or private virtual class offerings. 59

60 APPDYNAMICS PRO ADVANCED TROUBLESHOOTING Course Overview This course is designed to deepen your knowledge and skills to more effectively troubleshoot complex application and environment issues. During this course we will discuss specific techniques and strategies, and the application of best practices in troubleshooting. Through hands on use case exercises you will be able to perform more advanced troubleshooting tasks including business transaction correlation, log analysis, node-level resource troubleshooting and memory heap analysis, and advanced remediation techniques. What You Will Learn Troubleshooting and Correlating Business Transactions Custom Correlation Overview Correlation Troubleshooting Process Types of troubleshooting Issues Finding exit / entry Points Creating Correlation XML Validating Correlation with Logs If It Doesn t Work... Troubleshooting and Correlating Business Transactions Node Level Troubleshooting Overview Memory Heap Analysis and Troubleshooting Advanced Remediation PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Virtual Instructor Led (VILT) Three (3) hours 1 Unit* AppDynamics Pro In Action IT Operations, Developers, Database Administrators *Contact your Account Manager for onsite or private virtual class offerings. 60

61 APPDYNAMICS ACCELERATOR PROGRAM Course Overview You have purchased AppDynamics Pro, you are excited, but you are not entirely sure where to get started? The Accelerator program is the perfect program to get you up and running! This program is entirely self-paced, so you can start it anytime, anywhere, and make progress at your own pace. You may go through it in 5 days or 5 weeks; it s your choice. And while you enjoy the flexibility of on-demand sessions, you can also check-in with the expert coaches at AppDynamics for advice. In a quick series of five sessions you can perform controller installation and agent rollout, troubleshoot for slow business transactions, and strategize to expand the usage of AppDynamics Pro to your entire organization. The condensed format touches upon all critical points while keeping it simple so that you can reap all the benefits of AppDynamics Pro in the shortest amount of time! What You Will Learn Installation General installation steps Requirements and strategy how to map your application to AppDynamics Pro Recommended backup settings Typical gotchas Troubleshooting Typical steps of application performance troubleshooting Identifying different types of root causes Customizing and Tailoring Create a custom dashboard to display all important data in one place Tailor the monitoring settings to your application s normal behavior Driving Adoption and Getting More From AppDynamics Pro Access support, training, and communities Helping the whole organization to adopt AppDynamics Pro PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self Paced Five (5) hours* No Charge None All AppDynamics Users *Actual time for Self-paced courses may vary 61

62 APPDYNAMICS PRO IN ACTION - END USER MONITORING Course Overview While we can all recognize that monitoring how well your application performs on the server side, it s only half of the picture. In order to truly understand an end user s experience navigating an application, you have to monitor additional metrics such as document ready time and page render time you have to take a close look into what it is like to for an end user to use an application from their computer, and how that differs from users on mobile devices. In this self-paced course, we take a closer look at the core concepts behind why EUM is important. We ll explore use cases where monitoring end user experience becomes important and practice scenarios including troubleshooting end user experience, determining the source of slowness in front-end response time, and drilling down to detect JavaScript errors that affect end user experience. What You Will Learn Understanding the EUM Basics Why is EUM important? Who uses EUM data? Collecting EUM Metrics Breakdowns by Location, Device, and Browser Version JavaScript Errors Factors of Front End Time End User Response Time Configuring EUM JavaScript Injection Thresholds Alerts Monitoring End User Experience Real-Time Troubleshooting Long End User Response Time Connecting EUM Data with Browser Snapshots from Server Side PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self Paced Approximately 1.5 hours* Library Card Subscription A basic understanding of Application Performance Monitoring All AppDynamics Users *Actual time for Self-paced courses may vary 62

63 APPDYNAMICS PRO IN ACTION - DATABASES Course Overview Prepare yourself for the next step in application performance monitoring Database performance monitoring that is directly linked to your AppDynamics agent and that allows you to drill down into backend issues. This course covers how to trace application performance issues from AppDynamics into the databases, storage, and servers that may be experiencing problems transferring the parameters of a particular issue into AppDynamics for Databases for more granular monitoring, reports, and troubleshooting. When combined with AppDynamics for Java/.NET, AppDynamics for databases can deliver true end-to-end visibility of how user transactions execute from the browser, across application, database, and storage tiers. Within this course, we will explore specific use cases and how AppDynamics for Databases can solve real-world problems. What You Will Learn Overview of Database Monitoring Identify, isolate, and resolve performance bottlenecks in databases and NetApp Storage Key features of AppDynamics for Databases Navigating the AppDynamics for Databases dashboard Installation Preparation and Process Integrating AppDynamics for Databases with AppDynamics agent Properly preparing for installation on various supported platforms Configure and Tailor for Proactive Monitoring Set up and Customize Alerts Edit and add metric collectors Find problematic SQL statements Drill down from AppDynamics for More Troubleshooting Power Troubleshoot Deep Dive issues Execute Standard and Custom Reports Track SQL wait states, CPU consumption, and SQL by command type Link issues in reports to SQL statements Follow troubleshooting from end-user to backend PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self Paced Approximately 1.5 hours* Library Card Subscription AppDynamics for Java/. NET Operations, Developers and DBA s *Actual time for Self-paced courses may vary 63

64 APPDYNAMICS PRO IN ACTION - PHP Course Overview This course will introduce the student to the world of application performance management with AppDynamics for PHP applications. In this self-paced course students get to see AppDynamics in action - studying use cases that illustrate the full power of using AppDynamics from out of the box deployment and monitoring to more advanced techniques like correlation analysis and automated remediation. By the end of the course you will be able to monitor, manage, and troubleshoot complex application performance issues using AppDynamics. What You Will Learn Foundations & Troubleshooting Configure the flow map Troubleshoot slow transactions, infrastructure issues, database performance issues, and end user experience Troubleshooting & Configuration Configure detection & display of Business Transactions Troubleshoot errors in Business Transactions Start a manual Diagnostic Session and analyze the data Responding to Issues Create a custom Dashboard Create a custom Health Rule Automate remediation of issues with Actions, Policies and run book automation PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self-paced Approximately 5 hours* Library Card Subscription A basic understanding of Application Performance Monitoring All AppDynamics Users *Actual time for Self-paced courses may vary 64

65 APPYDYNAMICS PRO IN ACTION - NODETIME Course Overview Come join us for a comprehensive walkthrough of the Nodetime application performance monitoring solution, fit into a timesaving package. In this course, we will focus on the most common and important use cases of Nodetime, and how to use Nodetime to effectively detect and troubleshoot application problems due to CPU spikes, memory leaks, application bottlenecks, slow HTTP request, and API calls. By focusing on common use cases, this course allows you to get right down to the most crucial information, formatted as a menu of chapter topics, and apply what you learn immediately. This lets students either take the entire course in one sitting seeing how to monitor and troubleshoot any future application problems on the way or skip ahead to a chapter that may be the most pertinent to a problem they frequently have to face. Everything about this course is designed to get Nodetime users up and running as fast as possible. What You Will Learn Getting to know the UI Quickly navigate to all of Nodetime s useful functions Add accounts for all team members so that everyone can see application metrics Find the different functions of Nodetime for real time monitoring Monitoring Your Application in Real Time View all processes and operations performed by your application Quickly access information regarding performance bottlenecks Gain visibility down to the root cause of problems Generate dynamic reports of performance over time in various metrics Troubleshooting Common Problems Detect code that is performing CPU-intensive tasks and causing bottlenecks Filter incoming information to zero in on a detected problem Detect and find the root cause of memory leaks Setting up Custom Alerts Receive s when performance of your application changes Customize Alerts around the metrics that are most important to you Set alerts based on hard-coded thresholds or variance from historic baselines PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE Nodetime Self-paced 0.75 hours* Library Card Subscription None All Nodetime Users *Actual time for Self-paced courses may vary 65

66 APPDYNAMICS PRO ESSENTIALS FOR DEVELOPERS Course Overview In today s world of varied development methodologies such as Waterfall, Extreme programming and Agile coding an APM (Application Performance Management) tool is essential. AppDynamics Pro is such a tool providing developers with visibility into their code. This course instructs developers on how to best correlate the performance issues identified by AppDynamics back to the offending code segments. Through presentations, workshop discussions, interactive demonstrations and hands on class practice labs we give the developer the skills to speedily identify many different types of coding issues. The students will leverage best practices and insights into the art of analyzing metrics and using this analysis to improve application code performance. Our industry expert instructors will integrate real world examples throughout the course to help you better manage your environment. What You Will Learn Taking Advantage of AppDynamics Pro AppDynamics Pro refresher/review to provide a foundation for those students new to AppDynamics Pro Configuring AppDynamics Pro for developer visibility: Information Points Data Collectors Custom Dashboards Diagnostic Sessions Testing and Troubleshooting Best Practices for code testing and releases Compare performance differences between a current and previous deployment Configuring Transaction Snapshots to show the stack trace down to the method level identifying potential slow and stalled requests Reducing the impact of memory leaks and memory thrashing Automatic Leak Detection Object Instance Tracking Identifying deadlocks and livelocks to the thread level Tracing code branches on asynchronous calls Correlating incidents within the application using Events Reviewing the errors dashboard to lead to better performance analysis PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self Paced Three (3) hours* Library Card Subscription A basic understanding of Application Performance Monitoring Developers, Architects *Actual time for Self-paced courses may vary 66

67 APPDYNAMICS PRO FOR OPERATORS Course Overview This course covers the fundamental functions of AppDynamics Pro, optimized for the situations most pertinent to operators. While all of the AppDynamics Pro courses provide breakdowns of how AppDynamics performs industry-leading application performance management, this course focuses on the features of AppDynamics Pro that are most commonly used by Operators in troubleshooting environments. In addition, it is in a self-paced format that so that students can take the course at a time that best suits them, including using it to get just in time information to solve pertinent application problems. That way, students can leave with a solid foundation in the product, the essentials of how the product is organized, and how to easily navigate the AppDynamics environment in order to get at the functions that Operators use to proactively troubleshoot application bottlenecks. Using a simulation approach, students will dive into topics such as monitoring overall application health, including server problems, hardware problems, and memory problems, as well as End User Monitoring (EUM). In addition, students will have chances to practice identifying failing business transactions for escalation and resolution, accurately identifying trouble spots, drilling down to code level, and printing clear and straightforward PDF reports. What You Will Learn Strong Foundations for Operators Explore the AppDynamics Dashboard Work with Business Transactions and Snapshots Describe default AppDynamics Metrics Use Diagnostic Sessions Troubleshooting and Correlation Use Events, Errors and Exceptions in Troubleshooting Monitor Nodes Conduct Deep Dive Database Monitoring Conduct End User Monitoring and Correlate End User Monitoring with Snapshots PRODUCT RELEASE COURSE TYPE COURSE DURATION UNITS PREREQUISITES AUDIENCE AppDynamics Pro 3.8x Self-paced Two (2) hours* Library Card Subscription None Operators *Actual time for Self-paced courses may vary 67

68 SUPPORT

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70 TITLE SUPPORT PROGRAMS General Requirements AppDynamics will provide access to a ticketing system and address, which will be available twenty-four (24) hours per day, seven (7) days per week. The account will be maintained by qualified support specialists, who shall use commercially reasonable efforts to answer questions and resolve problems regarding the Software. Hours Of Operation Support is available (24) hours per day, seven (7) days per week. Error Classification The reported errors and defects are classified in the following manner, in each case when caused by the Software: ERROR CLASSIFICATION Urgent High Normal CRITERIA An End User production application is down or there is a major malfunction, resulting in a business revenue loss and impacting the End User application functionality for a majority of users. Critical loss of an End User application functionality or performance, impacting the application functionality for a high number of users. Moderate loss of an End User application functionality or performance, impacting multiple users. Low Minor loss of an End User application functionality or product feature in question. 70

71 SUPPORT TITLEPROGRAMS Functional Definitions For the purposes of error classification, essential or major functions include: data capture features, Availability SLA and Software alerting features, performance management features and application performance problem resolution features. Authorized Support Contacts Support and maintenance will be provided solely to End User s authorized support contacts. End User s Order Form will indicate a maximum number of authorized support contacts for End User s service level. End User will be asked to designate its authorized support contacts, including its primary address. End User s Obligation To Assist Should End User report a purported defect in the Software to AppDynamics, AppDynamics ticketing system will request the following minimum information: A general description of the operating environment A list of all hardware components, operating systems and networks A reproducible test case Any log files, trace and systems files End User s failure to provide this information may prevent AppDynamics from or significantly delay AppDynamics ability to identify and fix the reported defect. Defect Resolution If AppDynamics determines there is a defect in the Software, AppDynamics may, at its sole option, repair that defect in the version of the Software that End User is currently using or instruct End User to install a newer version of the Software with that defect repaired. AppDynamics reserves the right to provide End User with a workaround in lieu of fixing a defect. Software Updates And Upgrades End User must be current on fees in order to receive access to Software updates and upgrades. Response Time AppDynamics shall use commercially reasonable efforts to respond to error reports in accordance with the tables set forth below for Enterprise and Premium support as applicable. (Premium support is available at additional cost.) AppDynamics will use reasonable means to repair the error and keep End User informed of progress. For Enterprise support, AppDynamics makes no representations as to when a full resolution of the error may be made. 71

72 SUPPORT PROGRAMS Enterprise Support: ERROR INITIAL RESPONSE AND ACKNOWLEDGMENT MANAGER ESCALATION VP ESCALATION STATUS UPDATES FOR OPEN CASES Urgent 4 Hours 1 Business Day 1 Week Daily High 12 Hours 1 Week 2 Weeks Weekly Normal 1 Business Day Quarterly Review for All Open Issues None None Low 2 Business Days Semi-Annual Review for All Open Issues None None Premium Support (At Additional Cost): ERROR INITIAL RESPONSE AND ACKNOWLEDGMENT MANAGER VP STATUS UPDATES FOR OPEN CASES CEO INTERIM RESOLUTION OR WORKAROUND FINAL RESOLUTION Urgent 3 Hours Immediate 1 Business Day Daily 1 Week 1 Business Day 6 weeks High 8 Hours 1 Business Day 1 Week Weekly 2 Weeks 3 Business Days 3 months Normal 12 Hours Monthly Review for All Open Issues* Quarterly Review for All Open Issues* Weekly None Next Major Release At AppDynamics Discretion Low 1 Business Day Quarterly Review for All Open Issues* Semi- Annual Review for All Open Issues* None None At AppDynamics Discretion At AppDynamics Discretion * At End User s request Interim Resolution means AppDynamics provides End User with a temporary fix or workaround that solves a reported error and that can be used by End User with minimal inconvenience and minimal impact on End User s business operations, and refers to the time it takes AppDynamics to apply a functional resolution to the reported error measured from the time at which the initial notification was made. Final Resolution means AppDynamics provides a final correction or modification to the Software that corrects the error. 72

73 SUPPORT TITLE OFFERINGS Access to AppDynamics Documentation, White Papers, Best Practice Guides Access to community Support Forums Access to community knowledge base, plug-ins and product integrations offered through the community Access to download all supported GA versions including new releases Customer Service - 24x5 (through online case submission) Guaranteed Response Time Customer Service - 24x7x365 (through online case submission) Guaranteed Resolution Time White-glove Case Routing (Cases submitted by Premium-level customers will be recognized and specially routed ensure fast, accurate resolution to critical issues.) BASIC (LITE PRODUCT, SELF SERVICE) ENTERPRISE (ENTERPRISE TRIALS & PAID CUSTOMERS) PREMIUM (CUSTOMERS WHO HAVE PURCHASED PREMIUM SUPPORT) Quarterly Account Status Reviews (Customers can request a review of the open issues and feature enhancements with the Support Managers once a quarter) 73

74 SUPPORT TITLEOFFERINGS Supported Versions Support is provided for AppDynamics Pro* Edition 3.5 and later. Support is defined as follows: Mainstream support: support calls are accepted and the version is maintained with bug fix releases and patches. Extended support: support calls are accepted however the version is not maintained. Out of support: no support calls are accepted and the version is not maintained. AppDynamics provides extended support for a period of 24 months after a Software version s release. AppDynamics provides mainstream support for a period of 12 months after a version s release. For example, if End User purchased a version in December of 2011: Mainstream support: From <2011-Dec> To <2012-Dec> Extended support: From <2012- Dec> To <2013-Dec> Out of support: From <2014-Jan> For Third Party Software, AppDynamics will follow the End of Life ( EOL ) timeline announced by the specific vendors around platform support, which means AppDynamics will announce EOL for support of the specific platform once the provider of the software announces it and will drop support for that platform once the software vendor for that platform stops supporting that version. Availability For SaaS Version Of The Software The remaining terms below apply only if End User has purchased access to the online software-as-a-service ( SaaS ) version of the Software, as indicated on the Order Form. AppDynamics will use commercially reasonable efforts to (a) provide bandwidth sufficient for End User s use of the Software provided hereunder and in an applicable Order Form and (b) operate and manage the Software with a ninetynine and one-half percent (99.5%) uptime goal (the Availability SLA ), excluding situations identified as Excluded below. For purposes of the Availability SLA, the AppDynamics network extends to, includes and terminates at the data center located router that provides the outside interface of each of AppDynamics WAN connections to its backbone providers (the AppDynamics Network ). Excluded means any outage that results from any of the following: a. Any maintenance performed by AppDynamics during AppDynamics standard maintenance windows. AppDynamics will notify End User within forty-eight (48) hours of any standard maintenance and within twenty-four (24) hours for other non-standard emergency maintenance (collectively referred to herein as Scheduled Maintenance ). b. End User s information content or application programming, or the acts or omissions of End User or its agents, including, without limitation, the following: 1. End User s use of any programs not supplied by AppDynamics; 2. End User s failure to provide AppDynamics with reasonable advance prior notice of any pending unusual large deployments of new nodes (i.e., adding over ten (10) percent total nodes in less than twenty-four (24) hours); 3. End User s implementation of any significant configuration changes, including changes that lead to a greater than thirty percent (30%) change in a one week period or greater than fifty percent (50%) change in a one month period in the number of key objects in the system including but not limited to metrics, snapshots, nodes, events and business transactions; 4. Any misconfiguration by End User (as determined in AppDynamics sole discretion), including, without limitation, configuration errors and bad or unintended usage of the Software; and 5. End User s failure to upgrade the AppDynamics Agents to keep the Agent versions within six (6) months of the controller version. 74

75 TITLE SUPPORT OFFERINGS c. Force majeure or other circumstances beyond AppDynamics reasonable control that could not be avoided by its exercise of due care. d. Failures of the Internet backbone itself and the network by which End User connects to the Internet backbone or any other network unavailability outside of the AppDynamics Network. e. Any window of time when End User agrees that Software availability/unavailability will not be monitored or counted. f. Any problems resulting from End User combining or merging the Software with any hardware or software not supplied by AppDynamics or not identified by AppDynamics in the Documentation as being compatible with the Software. g. End User s or any third party s use of the Software in an unauthorized or unlawful manner. Remedies for Excessive Downtime: In the event the Availability of the Software falls below the Availability SLA in a given calendar month, AppDynamics will pay End User a service credit ( Service Credit ) equal to the percentage of the fees set forth in the table below corresponding to the actual Availability of the Software during the applicable calendar month. Such Service Credit will be issued as a credit against any fees owed by End User for the next calendar month of the Term, or, if End User does not owe any additional fees, then AppDynamics will pay End User the amount of the applicable Service Credit within thirty (30) days after the end of the calendar month in which such credit accrued. The remedies stated in this section are End User s sole and exclusive remedies and AppDynamics sole and exclusive obligations for service interruption or unavailability. System availability is measured by the following formula: x = (n - y) *100 / n (1) x is the uptime percentage; n is the total number of hours in the given calendar month minus scheduled downtime; and y is the total number of downtime hours in the given calendar month. (2) Specifically excluded from n and y in this calculation are the Excluded situations described above and scheduled upgrade and maintenance windows. SOFTWARE AVAILABILITY PERCENTAGE OF MONTHLY SERVICE FEES CREDITED > 99.5% 0% 95.0% - < 99.5% 5% (max of $280) 90.0% - < 95.0% 10% (max of $560) 80.0% - < 90.0% 20% (max of $840) 70.0% - < 80.0% 30% (max of $1120) 60.0% - < 70.0% 40% (max of $1400) < 50% 50% (max of $2800) 75

76 TITLE SUPPORT OFFERINGS Security Information End User Account Login: For Software user interface access, AppDynamics uses TLS 1.2 with AES 256 bit encryption, terminated at the server to ensure end-to-end security over the wire. AppDynamics will also restrict user interface access to End User corporate networks for additional security, except as otherwise requested by End User. Hosting: The platform (servers, infrastructure and storage) for the Software is and will remain hosted in one of the largest Tier III data centers in North America, specifically designed and constructed to deliver world-class physical security, power availability, infrastructure flexibility and growth capacity. AppDynamics data center provider is and will remain SSAE 16 SOC 2 compliant, meaning it has been fully independently audited to verify the validity and functionality of its control activities and processes. Every server for the Software is and will remain operated in a fully redundant fail-over pair to ensure high availability. Data is and will remain backed up nightly, stored redundantly and will be restored rapidly in case of failure. AppDynamics also provides an off-site backup service, which is available at an additional cost. Security updates and patches are actively evaluated by engineers and will be deployed based upon the security risks and stability benefits they offer to the Software and End Users. Data Access: Access to the Software platform infrastructure and data is and will remain secured by multiple authentication challenges including RSA and DSA key pairs, passwords, and network access control lists. Infrastructure and data access is and will remain restricted to AppDynamics; employees and contractors subject to confidentiality agreements. System and network activity for the Software are and will remain actively monitored by a team of engineers 24/7. Failed authentication attempts are audited and engineers will be paged immediately so that any possible intrusion or threat can be investigated promptly. Standard firewall policies are and will remain deployed to block all access except to ports required for Software and Agent communication. Data Collection: AppDynamics Agents collect metrics that relate to the performance, health and resource of an application, its components (transactions, code libraries) and related infrastructure (nodes, tiers), which service those components. In addition, AppDynamics may collect metrics on End Users activities, such as web pages visited, length of visit, and which features of the Software an End User uses. Data Communication: Agents will typically push data using one-way HTTP or HTTPS connections to a single host (known as a controller), which has been allocated to one or more End User accounts. AppDynamics also offers dedicated controllers for End Users that require their data to be isolated (this may require payment of an additional fee). For added security, Agents can be configured to send data using encrypted transmission by simply selecting HTTPS port 443 and setting controller-ssl-enabled to true in Agent configuration. Agents also have built in support for outbound HTTP proxies for End Users using these security mechanisms. A single Agent with default configuration will typically push between 300KB to 500KB of data per minute depending on application characteristics. AppDynamics uses random staggering on Agent data communication to the Software platform so traffic is spread evenly to minimize bursts and spikes of network traffic from End User s data center to the Software platform. # OF AGENTS TYPICAL NETWORK BANDWIDTH USED (PER MIN) 1 300KB to 500KB 100 4Mbit to 6.4Mbit Mbit to 64Mbit For answers to frequently asked questions about the Software, please visit 76

77 EXTENSIONS AppDynamics Extensions The modern enterprise rarely runs a monolithic technology stack and most companies are forced to deploy and operate several disparate monitoring tools with little in common. High maintenance overhead and costs are the net result. The AppDynamics Extensions program enables consolidation of monitoring data by offering plugins that allow you to capture monitoring data and alerts from multiple different sources - be it database servers, NoSql datastores, Message Queueing Systems, Networking infrastructure, Search servers, or other monitoring tools - and present that data in our dashboards. You have the flexibility of choosing the plugins that match your enterprise environment. Data from the extensions are treated as first class metrics so all of the benefits of AppDynamics visualization, correlation, baselining and alerting can be applied. The list of Extensions is constantly growing, visit our website to see the latest list. For a list of extensions, please visit the Community link at 77

78 SAAS + DATA PRIVACY

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80 AVAILABILITY AND SECURITY Service Availability AppDynamics aims to deliver a 99.5% up-time SLA goal for its customers (excl. planned maintenance windows). We actively monitor the latency of our SaaS platform 24/7 from different locations around the world to ensure we deliver the best quality of service. Customer Account Login For AppDynamics user interface access, we use TLS 1.2 with AES 256 bit encryption, terminated at the server to ensure end-to-end security over the wire. We are also able to restrict user interface access to customer corporate networks for additional security. Hosting Our SaaS platform (servers, infrastructure and storage) is hosted in two of the largest Tier III data centers in North America, specifically designed and constructed to deliver world-class physical security, power availability, infrastructure flexibility and growth capacity. Our data center provider is SSAE 16 and SOC 2 compliant, meaning it has been fully independently audited to verify the validity and functionality of its control activities and processes. Every Server is operated in a fully redundant fail-over pair to ensure high availability. Data is backed up nightly, stored redundantly and can be restored rapidly in case of failure. We also provide an off-site backup service which is available at an additional cost. Security updates and patches are actively evaluated by engineers and are deployed based upon the security risks and stability benefits they offer to our SaaS platform and customers. Data Access Access to our SaaS platform infrastructure and data is secured by multiple authentication challenges including RSA and DSA key pairs, passwords, and network access control lists. Infrastructure and data access is restricted to AppDynamics employees and contractors, all of whom are under strict confidentiality agreements. System and Network activity is actively monitored by a team of engineers 24/7. Failed authentication attempts are audited and engineers are paged immediately so that any possible intrusion or threat can be investigated promptly. Standard firewall policies are deployed to block all access except to ports required for our SaaS platform and agent communication. Data Collection Our agents collect metrics that relate to the performance, health and resource of an application, its components (transactions, code libraries) and related infrastructure (nodes, tiers) which service those components. 80

81 AVAILABILITY AND SECURITY Data Communication AppDynamics agents will typically push data using one-way HTTP or HTTPS connections to a single host (known as a controller) which has been allocated to one or more customer accounts. AppDynamics also offers dedicated controllers for customers who require their data to be isolated. For added security, agents can be configured to send data using encrypted transmission by simply selecting HTTPS port 443 and setting controller-ssl-enabled to true in agent configuration. Our agent also has built in support for outbound HTTP proxies for customers using these security mechanisms. A single agent with default configuration will typically push between 300KB to 500KB of data per minute depending on application characteristics. AppDynamics uses random staggering on agent data communication to our SaaS platform so traffic is spread evenly to minimize bursts and spikes of network traffic from your data center to our SaaS platform. # OF AGENTS TYPICAL NETWORK BANDWIDTH USED (PER MIN) 1 300KB to 500KB 100 4Mbit to 6.4Mbit Mbit to 64Mbit These figures assume a 1:1 relationship between agent and JVM/CLR. 81

82 FREQUENTLY ASKED QUESTIONS (FAQ) 1. If we want additional security on outbound HTTPs agent communication, can we use a site-to-site VPN solution? We offer this capability, but only for dedicated controllers (non multi-tenancy accounts). 2. What happens to the agents in my production application if the SaaS platform becomes unavailable? AppDynamics agents are designed with the goal that they never impact the monitored application, even when the AppDynamics SaaS platform is unavailable or inaccessible. When AppDynamics SaaS Platform is unavailable, agents will cache data locally for a few minutes, but then automatically start dropping data until the SaaS platform becomes available again without ever impacting the performance or availability of the monitored application. 3. Do you offer non multi-tenancy accounts on your SaaS platform? Yes, our SaaS platform is capable of offering both multi-tenancy accounts (shared controller) and accounts which are isolated to their own controller. 4. If my deployment grows from 3000 agents to 6000 agents are their any scalability issues? Also, can we create different partitions for our multiple environments? We currently have customers who have experienced similar growth and have not experienced any scalability issues. For large deployments we can offer dedicated controllers (non multi-tenancy accounts) for customers who request this deployment. 5. Can you provide a list of clients using your SaaS platform and the scale of their deployments? We do not publish names of customers who use our SaaS platform as AppDynamics offers both an on-premise and SaaS deployment solution. Please refer to for a list of customer case studies. For more information on our service or security processes please contact [email protected] or your account representative. 82

83 DATA PRIVACY This is intended for customers who may need to comply with data privacy regulations like PCI-DSS, Gramm-Leach-Bliley (GLBA), HIPAA, CA SB1386, FISMA. AppDynamics agents by default do not capture, communicate nor store any personally identifiable information (PII) nor payment card information, which may be relate to a user request or business transaction. This includes data contained in HTTP request parameters and SQL bind variables. Three scenarios exist where AppDynamics agents could capture sensitive information and/or payment card data: 1. If an application uses URL query parameters to persist data such data (unlikely) 2. If HTTP request parameter capture is enabled by an AppDynamics administrator to collect user or payment card data 3. If Bind Variable capture is enabled by an AppDynamics administrator In any of these three scenarios, AppDynamics agents would tokenize, obscure and communicate such data to the AppDynamics controller using SSL communication as outlined in the below section. Access to collected data and data collection features is restricted by passwords and role-based access controls (RBAC). In addition, authorized AppDynamics users do not have native access to run queries on the AppDynamics Controller s MySQL database. AppDynamics recommends that HTTP request parameter and bind variable capture should NOT be enabled in applications that must comply with data privacy regulations. Data Collection & Communication Our agents collect metrics that relate to the performance, health and resource of an application, its components (transactions, code libraries) and related infrastructure (nodes, tiers) which service those components. AppDynamics agents will typically push data using one-way HTTP or HTTPS connections to a single host (known as a controller) which can either be hosted on-premise by the customer or by AppDynamics via our SaaS platform. For added security, agents can be configured to send data using encrypted transmission by simply selecting HTTPS port 443 and setting controller-ssl-enabled to true in agent configuration. Our agent also has built in support for outbound HTTP proxies for customers using these security mechanisms. For more information on data privacy or security processes please contact [email protected] or your account representative. 83

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86 COMMUNITY PROGRAMS EXPLORE DESCRIPTION BENEFITS AppCyclopedia Out of the box supported platforms. A repository showing the breadth of platforms that are automatically recognized by AppDynamics. See what AppDynamics UI looks like when one of the supported platforms has been discovered. Understand the type of support for each. Exchange User Articles Extensions to the AppDynamics product. Both binary and source code provided as open source. Includes Monitoring, Alerting, Cloud Connectors, Big Data, Performance Testing, Remediation and SDK categories. Technical blog on the user community which is focused on real-world, detailed scenarios and use-cases written by AppDynamics experts and end-users. Extends the out of the box functionality of AppDynamics by including plug-ins to reach third-party tools and applications that are not normally supported. Allows full production deployment to go faster even when the application consists of platforms and backends outside of the normal OOB compliment. Obtain the perspective of advanced users, AppDynamics engineers and product manager. Articles draw from our deep experience with customer deployments, issues and best practices in APM. 86

87 COMMUNITY PROGRAMS LEARN DESCRIPTION BENEFITS AppDynamics University Portal to become familiar with our training programs. Watch short form videos on everything about AppDynamics product features and functions. Presents links to the course schedules, Accelerator and on-demand Learning Bytes. Allows direct communition with Education team. Customer Enablement Portal for getting started based on 4 different types. Each type is aligned with the number of nodes deployed in a user's application. Provides step-by-step instructions with live links to docs, best-practices, videos and contacts to help a user get going with their deployment. ACE Docs AppDynamics Center of Excellence is focused on helping customers become experts in APM. ACE has architecture workshops, Live in-person User Group Meetings, Best Practices guides and a wealth of Application Performance Management experience. Our fully searchable document repository. Open to the world, searchable by Google and free to everyone. Explore the depth of AppDynamics products with detailed reference documentation. Find out about upcoming User Group meetings, read best practices and watch video use-cases by AppDynamics customers who have full deployments going. Powerful search for all AppDynamics product specifications, supported platforms, setup and user documentation. Fully curated, always up to date and reliable. COLLABORATE DESCRIPTION BENEFITS Discussion Boards AppDynamics Pro, Pro-Trial and Freemium (Lite) users pose and answer questions, create new threads and interact with thousands of our users. See what the hot topics are, get solutions to problems and share knowledge with thousands of other AppDynamics users. Ideas Fan Club Users can submit feature requests, improvements or enhancement ideas to the community. These are watched very closely for nuggets of innovation, customer needs and disruptive features we may have overlooked. The AppDynamics Fan Club is designed to recognize and reward AppDynamics customers for their support. It provides a venue for customers to meet their peers, learn and share best practices, and take part in members-only events. AppDynamics Product Management and Engineering teams always move ideas through the agile funnel in order to capitalize on user-submitted ideas. You will always know where your idea is in our process. Fan Club members will receive discounts on AppDynamics training and AppSphere, invitations to product beta programs and other members-only events, access to a private forum on the AppDynamics Community site, and many other benefits. 87

88 CONTACTS

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90 CUSTOMER SUCCESS CONTACTS To Purchase and Schedule Enablement Services: Contact your Account Representative. To Purchase Education Training Units: Contact your Account Manager or To Schedule a Training: Go to Community>Learn>AppDynamics University or [email protected] For Customer Support: [email protected] To Learn More about Customer Adoption: 90

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