the players and the stakesAccording to Wikipedia, as-a-service means “something being made available over the Internet to a customer as a service.” That’s too broad a definition to make any sense of the growing as-a-service landscape. Let’s bucket the services and take a look at how important speed is to them.

how became

Fred Wilson knows. He says, “speed is more than a feature. Speed is the most important feature. If your application is slow, people won’t use it.” It’s no wonder speed, speed, speed is slapped across the websites, ads, products, and even in the names, of companies who deliver services via web. Looking at you, Fastly.

Overplayed stats aren’t required to prove that speed is the most important feature of your service. Next time you witness a coworker verbally abuse a tool taking its sweet time to load, it’ll click.

vc

Welcome to the eZine! We’ve gathered a few of the greatest performance minds in the services industry to lend their experience and wisdom on what it takes to become Faster-as-a-Service. Enjoy!

your most important feature by peter saulitis @petersaulitis

the times they are a changin’

CATCHPOINT.COM Faster-as-a-Service 2

Enterprise businesses are going full-digital to scale and grow in today’s global economy and deploying cloud-based ‘as-a-service’ technologies to make it possible. How much faith is being placed in these services? Gartner projected spending on enterprise application software to grow 7.5 percent last year and reach over $201 billion* in 2019 as businesses shift to cloud-based SaaS. With massive bets riding on software and outsourced infrastructure to accelerate business, there’s too much to lose if a service slows or goes down. Baked in to business operations from online sales to engineering to HR, if an application isn't consistently fast, it’s consistently hurting customers.

To prove they’ll deliver, services are copying performance stats like speed and uptime from RFPs and pasting on marketing material and sales decks. Innovative product features are still crucial, but performance will make or break each one.

In the new era of digital business, speed is not a nice-to-have quality, it’s a must-have feature. Want to win? Become faster-as-a-service.

how ignitionone guarantees pixel performanceinterview with aj wilson, vp of operations, ignitionone 11

how openx beats ad blocking with performanceinterview with carl johnson, dir. of technical operations, openx 15

how tealium serves more tags than mcdonald’s friesinterview with mike anderson, founder & cto, tealium 19

shameless plug (all about Catchpoint)IT’S EGREGIOUS, BUT we had to plug our performance analytics! 23

why fastly fights for every milli, nano, & microsecondinterview with hooman beheshti and jason evans 7

feature article

Faster -as-a-Service

in the ezine

page 2

ENTERPRISE SERVICES

infrastructure (iaas)

Content delivery networks (CDN), DNS providers, site accelerants, ISPs,

network carriers, hosting, public cloud storage, virtualization, etc.

Companies outsource a key component of their web infrastructure to these providers so they can focus on

strategic initiatives that can’t be automated. These technologies allow businesses to deliver and scale their

technology faster and for less.

front-o�ce (saas)

Online advertising, analytics, site personalization, social media, CMS,

CRM, marketing automation, BI, ecommerce platforms, etc.

With these services, speed makes your front-line more agile, e�cient,

and e�ective. Most of these applications integrate with or extend customer websites or applications, so speed also impacts their customer’s

ability to deliver a good user experience.

back-o�ce (saas)

ERP, help desk, HR/payroll, employee training, project management,

accounting, ECM, IT management, communication, EMR, SCM, etc.

Businesses rely on these applications for faster processes, more productive

employees, better communication, and increased output. These providers

allow businesses to scale faster and cheaper than ever.

deliver performance grow revenue keep business humming

the players

the stakes

CATCHPOINT.COM Faster-as-a-Service 4

shameless plug (all about Catchpoint)IT’S EGREGIOUS, BUT we had to plug our performance analytics!

CONSUMER SERVICESIt’s not only big corporations that use SaaS. Small businesses and consumers are using SaaS platforms for eLearning, personal finances, eCommerce, music listening, movie watching, and more. Brands like Squarespace, Lynda, Spotify, and even Netflix deliver the same multitenant architecture and subscription service that traditional enterprise SaaS companies do. For consumer SaaS, speed is even more vital as switching costs are far lower and the collective groan of the masses is heard across social media when the app is slow.

in their own wordsWe sat down with the folks responsible for speed at the top service companies Fastly, IgnitionOne, OpenX, and Tealium to hear how

important performance is to them and what it takes to be faster-as-a-service. Here are four takeaways from our conversations.

Customers are priority numero uno. Services that impact the user experience customers deliver, have to satisfy their customers’ customers. Whether loading ads on a publisher’s site or delivering content for a retailer, your service has to make your customers faster and more reliable for their own end users.

With hundreds of customer bases to please, providers must keep their service fast and reliable no matter what. If there is a hiccup, the integration between technology and customer services teams is critical for providing quick and detailed communication to customers.

think customers’ customers sla’s set a low barCompanies use Service Level Agreements (SLA’s) to cover risk assumed from outsourcing key functions or infrastructure components. SLA’s hold vendors accountable for failures or poor performance that could inflict damage to the business.

While important, SLAs are not goals, they’re minimums. Each interviewee shrugged o� the topic, because they hold themselves to a much higher standard than what’s in the contract. This shared sentiment supports the idea that speed is not just a requirement, but a critical feature.

With global customers, service providers need to make sure they perform optimally from anywhere in the world. To deliver speed, they’ve designed sophisticated content delivery architectures using multiple CDN and DNS partners, as well as internet carriers. To ensure consistent speed and reliability, they test and monitor performance from wherever their customers have customers.

serve all global markets mobile users are a di�erent lotNot only are more consumers accessing the web via mobile than ever, but research shows users have less patience with slowness on mobile devices. Our interviewees have seen the stats and are making mobile performance a top priority in 2016. To deliver to the larger, more impatient smartphone/tablet generation, service providers have to be even faster.

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why fastly fights for every milli, nano, & microsecond

interview with hooman beheshti and jason evans from fastly

How important is performance and end user experience?

We have to care about performance, because our customers care about performance. We're their service. We want to be an extension of their app, and we want to be part of their infrastructure, just at the edge of the network node. Whenever we do any tweaking based on data we get from performance sources, it's all based on end user performance. It's core to what we do. We fight over every millisecond, and sometimes that may be overdoing it, but we’re perfectionists, so we have to do it that way. We worry about what our customers are experiencing, we constantly look at ways that we can get our customers an extra few milliseconds here and there.

At the end of the day, we really care about our customers and our customer's customers, and what they're experiencing.

What challenges do you face as an ‘as-a-service’ company that the big B2C companies don‘t?

We think about scale a lot more when we’re building for multi-tenancy. We are the provider of the services for those which deal directly with the customer and every layer added on top introduces more and more latency. We have to fight for every millisecond, and more importantly, probably within the server itself, fight for every nano- and microsecond.

One of the areas that we're quite proud of, and one where that we innovate well, is the way we built the data center. It's with this multi-tiered, multi-device network data center. Our data centers are incredibly e�cient; they use the least amount of latency possible. Our servers are incredibly smart. There's no router in the network. That's shocking to some people, but that's true.

we care about our customers and our customers’ customers.

When your name is Fastly, delivering anything but speed threatens irony. As a top global CDN, Fastly’s service delivers customer’s content closer and faster to their end users. Hooman Beheshti

(VP of Technology) and Jason Evans (Director of Product) make sure Fastly’s technology is engineered for speed now and years into the future. Meet the guys frustrated by the lethargy of light speed and hear why they fight for every milli, nano, and microsecond for their customers.

&

CATCHPOINT.COM Faster-as-a-Service 8

What is the Fastly team doing to improve performance globally?

There really is no one way. Depending on the market that you're in, you're going to have obstacles to overcome to make sure you make an excellent performance profile. The way we attack performance issues in the U.S. is very di�erent then the top performance issues in Singapore. Brazil is a whole new set of challenges that we are just getting used to because it's a relatively new region for us. When we go into the Middle East, that's going to be an entirely di�erent set of challenges. In Europe, it's another entirely di�erent set. There are di�erent rolodexes for people that you call and things that you do based on the region. It completely varies. It may be as granular as country. It may not even be as broad as, hey Asia is this way, and Europe is this way.

What we do about it, like everything else, is multi-tiered. Something might have to do with peering with another network. Maybe something that has to do with transit providers there. Maybe a phone call needs to be made, because you need to make friends with some people that will make things better for your customers.

How do you push new releases and features smoothly without negatively impacting your performance and your customers’ performance?

I would say very carefully. We push a lot of code. We also have lots of services; it's not just one monolithic application that we push at a time. We're also incredibly close to our customers. To us, customer support is a feature. We communicate with them. We tell our customers that they have problems with before they know they have problems. That's the way we engage with our customers; we keep the lines of communication wide open. That lets us, not necessarily take more risks, but lets us be as open with our customers as possible. It makes changes a bit easier. We have a very competent and experienced product management team who ensures that things are scheduled well and rolled out on schedule and as e�ciently as possible.

What does the rise in mobile usage mean for how a CDN like Fastly approaches delivery?

Mobile presents both challenges and opportunities. We kind of have to be aware of certain network barriers, and maybe tweak things a little bit di�erently to overcome those. At the same time, and I can't speak for other CDNs, for us there's huge opportunity in the world of mobile. The proliferation of apps allows a whole new category of things to be cached, that our platform is capable of caching and that a lot of traditional CDN platforms are not capable of caching.

Much like everything else, it's a multi-disciplinary area. There are things we can do on the network side, like going through this carrier rather than through that carrier. We'll make those adjustments. But again, it has to always be about what the end users are experiencing, or our customer's customers. As long as that remains our focus, everything else is just in service to that and will work itself out.

What trends are you seeing for CDNs and other services that will a�ect the way you do business going forward?

The trend that we're trying to be a part of – or better yet, to lead – is more stu� at the edge. This is an industry trend; we've got to do more things at the edge so people can just worry about their apps and let us take care of the rest. To be a platform that is truly a platform, something you can build your stu� around, that worries about all the other things at the edge of the network, is our long term vision and certainly a trend.

we’ve got to do more things at the edge so

people can just worry about their

apps and let us take care of the rest.

to us, customer support is a feature.

*Feature Resource

ABOUT FASTLY

Founded in 2011, Fastly is the only content delivery network that gives businesses complete control over how they serve content, unprecedented access to real-time performance analytics, and the ability to

cache frequently changing content at the edge. Our secure, global network allows enterprises to increase revenue and improve customer experiences across their websites and mobile applications

while maintaining fast, consistent, and reliable performance.

Learn more at Fastly.com and follow us at @fastly.

[WEBINAR] cdn MONITORING

CATCHPOINT.COM Faster-as-a-Service 10 9 Faster-as-a-Service CATCHPOINT.COM

How ignitionone guarantees pixel performance

interview with aj wilson, vp of operations, ignitionone

How important is performance to IgnitionOne?

It's extremely important that our technology is both fast and available. Our technology integrates directly with customer websites. In order to guarantee website performance for our customers, our system has to perform quickly and it has to be available. If it's not up and available, it's a direct impact to our customer's website and their user browsing experience. The faster our pixel and tags can fire, the faster the end-user experience is for everybody involved. If our tag is down, it's a big deal to our clients, and if its performance is slow, it's also a big deal.

How do you serve your pixels to your customers faster?

We have a global footprint of data centers that we process the localized tra�c through. If you're a user on the East Coast of the United States, you're going to go to our East Coast data center. On the West Coast of the United States, you're going to go to our West Coast data center. In Europe and in Asia, the same thing. We use DNS in order to direct our tra�c to the quickest and most available data center for that end user at any given time, depending on where they're located throughout the globe. We partner with globally distributed DNS partners who have DNS servers around the globe so that we can cut down DNS response time as little as possible.

That's one way we can improve performance, and then being able to monitor and use a diverse set of Internet carriers at our data centers so that our customers and their end users are taking the best route possible to our data centers to cut down that latency. We really monitor our websites based on carriers and cutting down our DNS, and then obviously making sure our servers are performing properly. There are a lot of pieces that go into making sure things are performing as quickly as they can and we’re providing the best experience possible.

The faster our pixel and tags can fire, the faster

the end-user experience is.

Marketers from the globe’s most powerful brands trust IgnitionOne to help manage their million-dollar digital marketing campaigns. Stakes are high and technical breakdowns could be costly. As the VP of Operations, AJ Wilson heads up IgnitionOne’s production and corporate IT Operations teams. These are the folks responsible for keeping the system running and running fast. How does AJ and team guarantee exceptional performance for their clients? Let’s find out.

CATCHPOINT.COM Faster-as-a-Service 12

How do you ensure consistently great performance?

We're constantly monitoring our own internal infrastructure with a variety of monitoring tools that alert our DevOps and operations teams when there could be issues with the system or a performance problem with the system. We have many servers in each of our data centers where we're balancing the load and choosing the right servers in order to guarantee performance. Then externally, we use a synthetic tool to monitor our data center from not only di�erent locations around the globe, but from di�erent service providers. End users might be on di�erent ISPs like CenturyLink or AT&T or Cogent or Level 3.

We test from a multitude of carriers in di�erent geographic locations that we can run checks against our website performance and website availability so that we're not just saying, ‘Hey, yeah, we're available, but we're only available from a certain ISP and a certain region of the world.’ We're running multiple checks in our regions against all ISPs in order to show our customers and show our operations team where their trouble is on the internet, where their trouble is with our own data centers, and where the majority of tra�c is originating from so that we can optimize our internet routes and optimize our data center capacity to account for where the tra�c is coming from.

What happens if there’s an issue at a data center?

We monitor our tra�c every minute from all of our locations across the globe, and if a fault is detected, we have automated systems that control DNS. We have very low time to live (TTL) for our DNS records. When something is going wrong at one of our data centers, we automatically shift that tra�c to the next closest, fastest responding data center. That’s in the case that we have a complete data center outage, or even issues with a particular client that might be performing better at a di�erent data center, and that happens in real time.

Can you anticipate issues before they arise?

When we get a worrisome trend that is either a data center that's not available or a certain tag or a certain pixel that's responding slowly, we use synthetic to monitor that performance, alert us when there is an availability or performance issue, and that shoots o� right now to our PagerDuty system. Within PagerDuty, we have an escalation through operations, DevOps, and even development that lets the interesting tra�c event or whatever it may be, it lets us direct that to the right person and will get alerted of it immediately. We have a global operations team that responds to those incidents as they come through almost immediately and address those as quickly as we can.

How do you measure your performance?

We're basically running availability and performance tests on our tag on our client's sites, and so how quickly our tag is responding, and so we're looking at milliseconds for it to respond. We're also looking at performance and availability of our system to collect tracking data and to guarantee, like I said, pixel performance.

What are your KPIs for pixel performance?

Our thought process is that our system should be responding as quickly as possible, and it should never be down. We like to maintain Five 9’s of uptime or better if we can. We have contracts with customers that guarantee a certain level of uptime. It's not 5 times as uptime, but we hold ourselves to a higher standard than what we're contractually obligated to deliver, and we do a good job of maintaining that.

What’s the biggest challenge to guaranteeing great pixel performance?

I think just the main challenge is not knowing all the time what sort of volume to expect. Big times of the year, or Black Friday and Cyber Monday, the holiday season. Not only during the holiday season, but even throughout the year, we could have customers that are running some sort of specialized advertising campaign, and so it's really important that we are able to scale to meet those demands, and have a good overview on our data center footprint and capacity to ensure good performance.

the main challenge is not knowing all the time what sort of volume to expect. it’s important that we are able to scale to meet those

demands.*

*Feature Resource

ABOUT ignitionone

IgnitionOne simplifies life for marketers, providing deeper insights and robust targeting of individuals through the use of proprietary engagement scoring and integrated marketing and advertising solutions.

The IgnitionOne DMS is full-featured digital marketing hub which significantly improves performance across all devices and channels. IgnitionOne allows marketers to better understand their customers and

activate personalized 1:1 messaging across search, display, social, mobile, email, and website personalization.

For more information, please visit http://www.ignitionone.com, follow the company on Twitter @ignitionone or visit the blog at http://www.ignitionone.com./blog

[ebook] guide to preparing for peak tra�c

13 Faster-as-a-Service CATCHPOINT.COM CATCHPOINT.COM Faster-as-a-Service 14

how openx beats ad blocking with performance

interview with carl johnson, Dir. of technical operations, openx

As an ad serving platform, how has OpenX responded to the rise in ad blocking usage?

Ad blockers are a major theme in the past year in the ad tech industry. OpenX's response to that is to make our ad serving as conformant as possible and to help our publishers balance the monetization of their sites against the page load time, and that's where our portion comes into play. The faster we can serve ads, the better the overall experience within that element of the publisher pages.

How has ad blocking impacted your performance strategy?

I would say it hasn't a�ected our strategy overall. Performance has always been a big priority at OpenX. If anything, it has made us work better with publishers to provide tools, statistics, data, and troubleshooting expertise in regards to overall page load time. I would say it hasn't necessarily changed our priorities because it already was a priority. It has changed our relationship

with publishers to align on any sort of ongoing improvements we can make in their page design, ad structure, etc.

the faster we can serve the ads, the better the overall experience.

Ad blocking cost publishers nearly $22 billion last year. $22 billion! It’s no surprise – ads are slowing down pages and viewers have lost patience. As Director of Technical Operations at

OpenX, a leading ad serving platform, Carl Johnson and his team take performance seriously to make sure the ads they serve never hurt a user’s experience. We sat down with Carl to see how OpenX is helping publishers win back views, impressions, and clicks by prioritizing performance.

What performance challenges are unique to ad serving platforms? The interesting thing about ad serving is you always want to be faster than the underlying page you're a part of. You never want an experience where the browser is waiting for the ads last of all. OpenX, as an ad serving platform, has to be faster than every single one of our publishers in serving time. That's the fundamental way to look at it. As our publishers improve page load time, we stay ahead to make sure that we are never the ones holding up the overall page load and causing a negative user experience behind that browser or mobile device.

CATCHPOINT.COM Faster-as-a-Service 16

How does OpenX use performance monitoring and testing?

We have ongoing monitoring which tests two things, ad delivery and our customer portal (our UI and API). Those are constantly running and generate actionable alerts to our NOC and to our on-call engineers. We also do performance testing from an AB standpoint. We might test the performance of a particular version of our public facing ad delivery software versus another version to validate performance improvements.

Where do you test performance from?

We test our performance from everywhere, because that's the same audience that our publishers have. We

always have to consider the audience of our publishers. Our monitoring agents are enabled for all regions and all locations we possibly can.

We look at trends in overall performance. Not only just averages, but we're big on the percentile reports as well…95th,

99th percentile. Sometimes a particular internet carrier might be having a bad day, so if we can exclude specific outliers by using the percentile reports, we can get a pretty good view into the performance of OpenX overall outside of potential internet or carrier issues.

What types of decisions do you make based on performance data?

One is where to put our datacenters. Determining the location in the world of our datacenters is a large capital expenditure, so we need to make sure they’re placed optimally for performance.

The second is which network carriers to use. How we can peer with both public internet transit providers as well as private partners is a factor on private peering exchanges.

The third is understanding which elements of an HTTP ad serving transaction are the biggest factors on performance and to decide where to focus our e�orts. We operate our global server load balancing (GSLB) via DNS to provide our global service footprint. Digging into performance reports, we found DNS lookup time to be an integral piece of the HTTP ad serving transaction. If we can lower the DNS look up time from an average of let’s say 60 ms to 30 ms, that’s huge for us.*

we test performance from everywhere, because that’s the same audience that our

publishers have.

Do you consider performance to be speed only?

I would say we use speed as a balance against our yield. We're proud of both of our characteristics and how they balance against each other. We have found that striking a balance between the real-time bidding model (the auction of that impression to demand partners and the longest part of the ad delivery cycle) versus speed, is the best strategy for our publishers. The fact that we can solicit over 20 demand partners to bid on ad impression all in a matter of milliseconds is pretty impressive. There are knobs we can turn to improve speed, but we are careful to balance that against yield. Usually we work with the publishers to find out what they're looking for from an ad serving platform and exchange.

We consider performance to be reliability as well. We have a site reliability engineering team and really their mission is in their titles. Without high performance, low latency, ad servings for our publishers, then we don't consider the site to be up essentially.

What do you consider to be “outage?”

We have SLAs in our contracts, but we hold ourselves to a much higher standard than the SLAs themselves. Typically, what we would consider an outage would be any component of the ad serving platform failing in any particular data center for really a matter of minutes or more. Because we're globally distributed, we frequently shift tra�c between data centers to provide high availability on a global basis. From a threshold standpoint, you could really just call it any sort of partial or full service degradation lasting more than a few minutes, to put it simply.

Are there particular challenges with mobile?

According to research, mobile pages that are one second faster experience up to a 27% increase in conversion rate – conversion rate being the click through rate or the e�ectiveness of that ad to lead to a transaction, sale, etc. In a sense, people are much more impatient with slow load times on their mobile devices, making ad serving performance on the mobile platform even more important.

*Feature Resource

ABOUT openx

OpenX is a global leader in digital and mobile advertising technology. We create highly e�cient, high quality programmatic advertising markets that deliver optimal value to buyers and sellers and evolve

rapidly to support the growth of the digital economy across screens and formats.

See more at: http://openx.com/about/#sthash.iF3zf4Zu.dpuf

[ebook] dns user guide

17 Faster-as-a-Service CATCHPOINT.COM CATCHPOINT.COM Faster-as-a-Service 18

HOW TEALIUM SERVES MORE TAGS THAN MCDONALD’S FRIES

How important is performance to Tealium?

The number one thing that we go after is performance. If we’re managing all of the tags on our customers’ websites, we have to move fast. Period. We can’t be the thing that slows their sites down. If we’re sending triggers o� to systems for real-time marketing, just-in-time marketing, we have to be able to send those triggers o� when somebody wants to buy something.

Performance is absolutely key to us. It’s what we first set out to do, and we actually built an architecture that was very di�erent from the other tag management companies because of the performance requirements that we set.

How do you deliver faster to support real-time marketing?

We’re the only tag management vendor that has a pure client-side solution backed by a multi-CDN architecture. We are using Akamai, Limelight, Edgecast, and Highwinds as our CDN deliverers and we are performance tuning from a last mile situation. I think it’s around fifty-three million nodes around the world at all times. We’re saying, “Right now, in downtown Seattle, Limelight is delivering content the fastest so the content is being delivered from Limelight.” While in Dallas, maybe it’s Edgecast and while in New York, it’s Akamai. This is changing constantly. We’re always trying to deliver from the fastest location at all times.

IF WE'RE MANAGING a� THE TAGS ON OUR CUSTOMERS' WEBSITEs, WE HAVE TO MOVE FAST. PERIOD.

What’s it like to be the tech that collects, crunches, and distributes customer data for the largest brands on the planet? It means you serve up more tags a day than McDonald’s serves individual

french fries. As Tealium’s founder & CTO, Mike Anderson is the chief architect behind the company’s customer data platform and the leader of their professional services team. We caught up with Mike to get the scoop on what it takes to deliver more tags than fries and how the heck

Tealium does it in real time.

interview with mike anderson,founder & cto, tealium

CATCHPOINT.COM Faster-as-a-Service 20

What would happen to your customers if your system was unavailable?

If we go down, we’re talking about data loss. We’re managing the tags and typically the first-party data about our customers’ customers. If our tag management system is unable to do its job, we’re talking about not only data loss into our system, but we’re brokering that data out to the other analytics vendors - the SiteCatalysts and Google Analytics, the Criteos, the RichRelevances, or another of the two thousand vendors out there. Our customers have about 40 vendors on average that they deal with and that’s rapidly growing.

How do you make sure your system is stays up & fast?

We monitor our CDNs both with a synthetic monitoring tool and with our own monitoring. We use synthetic monitoring to make sure the integrity of the files is good and to monitor the speed of our solution all over the world. In addition, we also monitor at a lower level where we hit specific files and run a search and testing on the headers that come back from each CDN to make sure that compression is enabled and the right TTL (time to live) times and cache clear times are set.

We're running those assertion tests all the time just to ensure the content we're delivering is correct. On top of that, we provide a checksum API to our customers if they want to monitor content that’s being delivered. The API lets them hit our service to get a list of file checksums so they can download the files themselves, run the checksum against that, and compare it to make sure the content that they're delivering is the latest and greatest and everything's correct.

We’ve got customers all over the place and Part of our delivery even has us delivering content behind the firewall of china.*

*Feature ResourceWhat challenges have you had delivering global performance?

We are a global company with global customers. We've got customers all over the place and part of our delivery even has us delivering content from behind the wall in China. That's maybe one of the greater challenges that we deal with, delivering there.

Another challenge is when we're moving data around, dealing with some of the European privacy ware. Data that originates out of Germany, as an example, has to stay in Germany. Those are more of the things that we have to stay up-to-date on, in addition to performance, making sure the data is correct and following all the laws.

How do you communicate with customers when there is a problem?

I manage the engineering team as the CTO but in a weird twist, I also manage the customer success team. That includes account managers, tech support, services team, even our optimization consultants. I manage the deployment team as well, which is unique in that it means that when my deployment people are in trouble or my support people are in trouble, they've got engineering to back them up. That's a good guarantee to have, and I think our very high retention and customer satisfaction rates are a testament to that.

Under this structure, our customers get a faster answer because the red tape is cut down. With typical account management teams, you often get a problem that escalates up to the head of sales and the head of sales is not necessarily the guy that's out there solving your most complex technical problem.

ABOUT TEALIUM

Tealium powers the new era of real-time customer engagement and marketing, enabling global businesses to unlock their customer data and create more meaningful, relevant customer experiences. The company’s industry-leading customer data platform, comprised of an enterprise tag management

solution, omnichannel customer segmentation and action engine, and suite of rich data services, creates a vendor-neutral data foundation that spans web, mobile, o�ine and IoT. More than 600 organisations

worldwide trust Tealium to eliminate data silos and build a unified, actionable customer profile.

For more information, visit www.tealium.com.

[ebook] how to deliver superior web performance to end users in china

CATCHPOINT.COM Faster-as-a-Service 22 21 Faster-as-a-Service CATCHPOINT.COM

DIGITAL PERFORMANCE

ANALYTICS

SHAMELE� PLUGWho is Catchpoint?The performance leaders interviewed in this magazine use Catchpoint’s Digital Performance Analytics to help ensure they deliver the best possible experience to their customers and their customers’ customers. With the world’s largest node network, service providers use Catchpoint to evaluate and make informed decisions on architectures, cloud provider selection, and monitoring from cloud providers to their origin datacenters and o�ces.

Designed for digital business, Catchpoint is the only end-user experience monitoring (EUM) platform that can simultaneously capture, index and analyze object-level performance data inline across the most extensive monitor types and node coverage, enabling a smarter, faster way to preempt issues and optimize service delivery. More than 350 customers in over 30 countries trust Catchpoint to strengthen their brand and grow their businesses.

PRE� FOR DEMO

CATCHPOINT.COM Faster-as-a-Service 24

PRE� FOR TRIAL

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