Podcasts about service level agreement

Daniel Ruby is a VP of Marketing at Nobl9. Ruby is a dynamic marketing executive with a focus on B2B marketing, and has significant experience building teams and driving successful, data-driven programs for a range of startups and mid-sized organizations. As the Director of Online Marketing for Localytics, Ruby was the first marketing hire and scaled his team to a full-fledged marketing department with domain specialists focused on mobile apps.   Ruby also has a background in journalism and spent several years guest lecturing marketing courses at Bentley University, bringing this dynamic skill set to his current role at Nobl9. Ruby holds a BA in Broadcast Journalism from the University of Missouri-Columbia and an MBA in International Business from Brandeis University.  Questions ·      We always like to start off by asking our guests if they could share with us a little bit about their journey, how you got from where you were to where you are today. ·      Could you share with our listeners, what is Nobl9 and what exactly are you providing? What service are you providing? How are you adding value to your customers lives using this platform? ·      Could you give us an example, like a use case of an application, you can choose any industry, and kind of just give us an idea of what that looks like so the audience can get a more practical view. ·    Could distinguish or differentiate for our listeners, what's the difference between an SLO and an SLA? ·      Now, Daniel, could you share with us what's the one online resource, tool, website or app that you absolutely can't live without in your business? ·      Where can listeners find you online? ·    Before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you'll tend to revert to this quote if for any reason you get derailed or you get off track. Highlights Daniel's Journey Me: Now, Daniel, could you share with our listeners, we always like to start off by asking our guests if they could share with us a little bit about their journey, how you got from where you were to where you are today.   Daniel shared that he was a journalist for a while, and kind of realized that there was not much of a market for it, so he kind of went and got an MBA to get a job, and kind of fell backwards into marketing as it is. And over the years, he's been with more than 10, mostly 10 startups, driving marketing, driving the customer experience in terms of from the moment that they're introduced to them as a brand until the moment that they no longer want to be or need to be working with them.  He finds a lot of joy in trying to make that experience pleasant, for lack of a better term. He's self-taught with most of the marketing stuff that he does, and he's kind of over the course of the years he's become very arrogantly convinced about a few core tenets of really communicating to customers and communicating to potential customers that have served him well, and it kind of always comes back to giving value at every step of the journey.   About Nobl9 – Enhancing Software Reliability and Value for Your Business Me: Now, could you share with our listeners, what is Nobl9 and what exactly are you providing? What service are you providing? How are you adding value to your customers lives using this platform?   Daniel shared that Nobl9 is basically a platform for software reliability. So, if we think about how somebody engages with a digital product, or even an in-person product with a digital back end to it. They are the premier, and kind of really only well-established provider of what's called Service Level Objectives, or SLOs. And an SLO was basically taking all of the different data points that make up your product, be it from the software, from the infrastructure, from third party microservices, etc, etc, etc, and rolls it up and actually gives a customer centric view into how reliable is their product.  And the reason that they do this is because most reliability, historically has been around is the product up. Is it up? Is it down? But anybody who's ever used a mobile app or a digital product, or even like a scan to pay service at a cafe knows that it's not just is it up? Is it working, or is everything within it doing what it's supposed to do?  So, he knows marketers like himself have taken the word holistic and kind of beaten it to death. But they do provide a holistic customer centric view. What is the customer experience like when actually using your product?   Me: So, Nobl9 is helping the application to maintain its reliability and have as little or no downtime as possible while the customer is interacting with it correct?   Daniel agreed, correct and kind of beyond downtime, is it, does it load fast enough? Do all of the different features load fast enough? Is there anything blocking my ability as a customer to buy from you or to use your service, or whatever you're trying to do? So, that's effectively what they do.   Practical Use Case – How Nobl9 Enhances Software Reliability Me: Okay, could you give us an example, like a use case of an application, you can choose any industry, and kind of just give us an idea of what that looks like so the audience can get a more practical view.    Daniel shared that it's a little engineering, and he's a marketer so he feels like he's not necessarily smart enough to completely understand the engineering speak of it. But if you think about like an Ecommerce app, if you open up the app and it loads in traditional reliability, that's reliable. But how many times have you gone into an app.   So, let's say your path in using E commerce app is, you're going to load the app, going to search for the product that he wants to buy, he's going to add it to his cart, he's going to go to his cart, he's going to check out. And maybe there's a login to My Account somewhere in the way.   With SLOs, what you can do is you can have all of the different steps of that path viewed as part of this overarching experience with the app. So, if you go to add something to your cart, the app sits there and hangs, that's not good reliability.   If you go to the cart itself, and for whatever reason you go to pay and like the app's connection to PayPal for whatever reason isn't working, and you get this message back that says, hey, we can't complete your payment, try another credit card or something, that's a bad experience. And that's the kind of reliability breakdown that leads people to quit using a product.  So, they make sure that strategically, all of the things that make up that path, you'll have a server dedicated to your shopping cart, you'll have a micro service that is dedicated to completing a purchase. They make sure that all of that you've got visibility into how the experience is for the end user, not just some third-party service that tries to connect and says yes, it can connect, no it can't connect. It's the whole experience of a digital product and they make it easy to understand.   Understanding the Difference – SLOs vs. SLAs Me: Now, at the beginning, you mentioned that it's based on your SLOs or Service Level Objectives. And just wanted to know if you could distinguish or differentiate for our listeners, what's the difference between an SLO and an SLA?   Daniel stated that that's a great question. So, an SLA is typically an agreement that you have with your users. You say you'll be able to use my product or my service xx percent of the time. And that's more of a contractual conversation than it is, a reliability conversation. When you start actually building it, in order to make sure that you're achieving this SLA that you've agreed upon with your clients, you've got to make sure that you know all of these different elements of their experience are operating at a certain efficiency. So, he hates to over complicate things, but there's actually a step in between called an SLI, a Service Level Indicator.  And so, a Service Level Indicator is things like, “I want my website to load in less than 100 milliseconds.” That's a Service Level Indicator. And the SLI is effectively a consistent goal, but then what you do with SLOs is you take that a little bit further.   So, an SLO operates within what's called an error budget, and you get a certain number of errors per month, per week, however, you want to set it up. And an error is when you don't meet that SLI and you say, “I know that it's maybe not impossible, but either improbable or just extremely expensive to make my website load in less than 100 seconds every single time.”  So, what an SLO does is it says, okay, I expect to meet this SLI however often I have decided is actually impactful on the customer experience, and whenever I don't, you get an error, and at that point, you're like, okay, it's an error, but an error is not an outage.  Daniel stated that he doesn't know if he's explaining this really well, but basically if you look at an SLO graph, it's going to be going down into the right and that is your budget. You say, okay, I expect this part of my service will meet my everyday life 95% of the time. And then you see the little graph going down, which, every time it doesn't meet that, it froze an error, and a certain amount of errors, it's just part of digital product development is understanding that you have to accept some errors. 100% perfection, it's impossible.    Me: Does not exist.   Daniel agreed, it does not exist. And a lot of people think about reliability in the number of nines, “My product is available 99.99% of the time.” That would be called four nines. Every nine that you add to that number basically increases your IT costs by an order of magnitude. So, at a certain point, you got to understand with SLOs are really the ideal way to do it.  At what point does this actually impact my customers? At what point does this actually impact my users?  It allows you to be strategic, and it allows you to see things when they begin. So, you mentioned outages earlier, an outage, your whole product crashes, it's unavailable to anybody. Those don't happen in a vacuum, there's something that causes them. And if you've got an SLO or a set of SLOs really, displaying the health of your service, the health of your product, you're suddenly going to see a bunch of errors coming in.  And you may or may not have enough forewarning to say, “Oh, crap, we're about to have an outage. Well, this server in my cloud provider is having massive latency issues, it looks like the server is about to crash, and that's going to take everything down.” You can have a little bit more of a runway to try and identify the actual issue behind a potential outage. And that's where you strategically define how much, how many errors can I tolerate in a month?  And then you basically have a real time view at all times.  Is my product, is my service running the way I expect it to, and the way I expect it to is from the perspective of the customer. Are my customers able to do what they expect to be able to do when they launch my app, or when they use my product.   App, Website or Tool that Daniel Absolutely Can't Live Without in His Business When asked about online resource that he can't live without in his business, Daniel shared that personally, it's HubSpot. He spent a few years as a HubSpot consultant, a third-party consultant for HubSpot integrations. And he could say a marketing automation platform, but he got a fanboy a little bit about HubSpot because it takes everything that used to be complicated about sales and marketing and customer support and customer experience, and kind of rolls it up. You've got your CRM, you've got your automation platform, you've got your email platform. He's actually taken to feeding his HubSpot metrics into Nobl9 SLO lately, because there's so much rich data within HubSpot.  And he's been running little things like, they'll change a script for their biz dev team. And then they'll just run a metric on calls connected to calls having a success, either a demo or a follow up request.  And HubSpot's got such great data, and then he can turn that into an SLO where he can say, “Okay, I expect the submission rate on my forms to be X percent. I expect the completion rate of our inside sales calls to be X percent over 80% of the time.”  And he can run that in an SLO, he can see that like if he changes something, but simple little things, if he changes the colour of the submit button on a form, he can see in real time what the view to submission rate is that's changing, and he can act on that. He can put a little note in the SLO with that time stamp and say, “Hey, I changed the color of this button” and see how that's making an impact. Or, if he looks in HubSpot and see, “Oh, crap, my submission rate has been terrible for the past 36 hours, what's happened?” And he can go into his SLO and say, “Oh, there's a little note here, I changed something in the UX. I changed something colour wise. I added a question, I removed a question.” And you see direct historical cause for that.  But going back to HubSpot in general, he really respects HubSpot's approach to they call it the flywheel, which is all about delighting customers and delighting prospects.  And they really do a great job of giving you the tools to actually give value in your marketing and sales and customer service processes. He doesn't know what he's do without HubSpot right now, he'd probably try and hack something together with Salesforce and Marketo and be more complicated and less easy to get adoption internally. But luckily, he doesn't need to.    Where can listeners find Daniel online? LinkedIn – Nobl9inc X – @nobl9inc   Quote or Saying that During Times of Adversity Daniel Uses When asked about a quote or saying that he tends to revert, Daniel shared, “Nothing is a failure unless you fail to learn from it.” He stated that he's got a great team that he works with at Nobl9. And some are early in their career, some have been working in marketing for several years, some have advanced degrees, some don't.  And so, he's been with Nobl9 since January, and one of the things that he wanted to do quickly was make sure that people were comfortable making mistakes and understanding that an action and its outcome is not the end of that process. If you don't learn from it, why it worked, why it didn't, then you've made a mistake. But failure is as important an element in driving success in any business scenario. So, he likes making sure that people know that, and he likes making sure that they feel comfortable, because without being comfortable with failure, how are you going to try anything revolutionary?   Me: True. Thank you so much for sharing, Daniel.   Now, we just like to thank you so much for hopping on this podcast and sharing all of the great insights about Nobl9, the wonderful work that your team is doing as it relates to ensuring that customers are having a more seamless and frictionless experience across these platforms and increases the reliability. And we really appreciate some of the great nuggets that you shared with us as it relates to what is a Service Level Objective versus a Service Level Agreement and a Service Level Indicator, great information to learn, to understand the whole process, because in order to navigate the customer experience, there is really a lot that you have to take into account to ensure that the customer walks away feeling like, yeah, that was that was fun, it was easy, it wasn't hard, and I was able to do it really quickly. So, thank you so much.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Welcome solo and group practice owners! We are Liath Dalton and Evan Dumas, your co-hosts of Group Practice Tech.   In our latest episode, we're answering a question we frequently get: What are the HIPAA considerations when you have an outside biller for your group practice?   We discuss the threat landscape scenario of outside billing; whether you need a BAA with your biller; who should provide the BAA; what should and shouldn't be in a BAA; and the difference between a Service Level Agreement and a BAA, and when to use each.   Listen here: https://personcenteredtech.com/group/podcast/   For more, visit our website.

Embrace the Site Reliability Mindset with Alex Ewerlöf, Sr. Staff Engineer @ Volvo Cars

It's no secret sales and marketing teams have traditionally felt tension. Sales' point of view is that marketing isn't generating enough leads, and marketers feels like sales aren't working those leads. Jon Dick, Senior Vice President of Marketing at HubSpot, shares how you can set up a Service Level Agreement (SLA) to foster collaboration across teams, manage expectations and set your sales and marketing teams up for success. Jon also shares his personal tips for setting up an SLA, what metrics are important, and his golden principles for outbound marketing. Bookmarks: (4:20) Jon's 4 tips for building an SLA (8:11) Outbound marketing principles Helpful Resources: The Ultimate Guide to Service Level Agreements (With Help Desk SLA Examples) Free SLA Template for Sales and Marketing

Guest: Geordin Hill LewisSee omnystudio.com/listener for privacy information.

Foundations of Amateur Radio During the week, prompted by a protest on popular social media site Reddit, I rediscovered that there are other places to spend time. It sounds absurd now, but until then much of my social interaction with the world was via a single online presence. This didn't happen overnight. Over the years more and more of my time was spent on Reddit engaging with other humans around topics of my interest, amateur radio being one of them. As you might know, I'm the host of a weekly net, F-troop. It's an on-air radio discussion for new and returning amateurs that's been running since 2011 and you can join in every Saturday for an hour at midnight UTC. In addition to the net, there's an online component. It captures items of interest shared during the on-air conversation. It's intended to stop the need to read out web addresses on-air, create a historic record of the things we talk about and allow people who are not yet amateurs to explore the kinds of things that capture our interest. Since 2014, F-troop online was a website that I maintained. After the announced demise of the service in 2020 I explored dozens of alternatives and landed on the idea to move to Reddit, which happened in March of 2021. At the time of selecting Reddit as the successor to the website, I wanted to create a space where anyone could add content and discuss it, rather than rely on a single individual, me, to update the website every time something was mentioned. During the net these days you'll often hear me ask a person to post that on Reddit. This to illustrate, at a small scale, how the F-troop community shares its knowledge with each other and the wider community. With the realisation that there are other places to spend time, comes an uneasy feeling about how we build our online communities, and how resilient they really are. Before the Internet our amateur radio community talked on-air, or in person at club meetings, or shared their interests in a magazine, or wrote letters. Today we congregate online in many different communities. If one of those fails or loses favour, finding those people elsewhere can be challenging, especially if those communities prefer anonymity. For quite some time now I have been thinking about how to build a radio amateur specific online community. The issues to surface, address and overcome are wide and varied. I created a list ... hands up if you're surprised ... I will point out that I'm sure it's incomplete, your additions and comments are welcome. Funding is the first item to consider. All of this costs time and money. Amateurs are notorious for their deep pockets and short arms, but they're no different from much of humanity. If this community needs to endure, it needs to be financially sustainable from the outset. Authentication and Identity is the next priority. If it's for amateurs, how do you verify and enforce that and what happens if an amateur decides not to renew their callsign, do they stop being an amateur? Should this community be anonymous or not? Moderation and Content is next on the list. What types of content are "permitted"? What is the process to regulate and enforce it? Is this forum public and accessible via a search engine, or private? Can people who are not yet amateurs benefit from the community and use it to learn? How do you set rules of conduct and how do you update them? How do you deal with rule infractions and how do you scale that? Who is this for? Is it decentralised across each callsign prefix, across a DXCC entity, or based on some other selection criteria? Can you have more than one account, or only one per person, or one per callsign? What about machine accounts, like a local beacon, repeater, solar battery, radio link, propagation skimmer or other equipment? What about bots and APIs? If that doesn't mean anything, a bot, short for robot, is a piece of software that can do things, like mark content as being Not Safe For Work, or NSFW, or it could enforce rules, or look-up callsigns, or share the latest propagation forecast or check for duplicates, scale an image, convert Morse code, check for malicious links, or anything you might want in an online community. The way a program like a bot, or a mobile client, or a screen reader, or a desktop application talks to the community is using an API, or an Application Programming Interface. Incidentally, the protest at Reddit is about starting to charge for access to the API, something which will immediately affect software developers and eventually the entire Reddit community, even if many don't yet realise this. What about system backups and availability? How seriously are we taking this community? Is there going to be a Service Level Agreement, or are we going to run it on a best-effort basis? How long is it acceptable for your community to be inaccessible? What about content archiving and ageing? Do we keep everything forever, do we have an archive policy? What happens if a topic that's permitted one year isn't permitted a year later? And those are just to start the discussion. There are plenty of options for places to start building another community, but will they last more than a couple of years, or be subject to the same effects that a Coronal Mass Ejection causes on HF propagation, being wildly random and immensely disruptive? At the moment I'm exploring an email list as a place to store our F-troop data and I intend to discuss archiving it in the Digital Library of Amateur Radio and Communications. Where is your online community and how resilient is it really? I'm Onno VK6FLAB

Here is how retail automotive can learn from Amazon.While Ben Ayed worked at Amazon, he learned that the customer was number one, and so even though they had over 1 million phone calls a day, every single call was answered. Fast forward to when Ben noticed a 72% drop rate in customer booking on Xtime, he was ready to answer the call and come up with a solution. He's an entrepreneur, an inventor and his company Autoservice.ai was the first winner of our Pitch Tank tournament.What we talk about in this episode:0:00 Intro with Michael Cirillo, Paul J Daly and Kyle Mountsier.4:44 Ben talks about living in Silicon Valley, and how to identify and approach the tech leaders to help get your idea and company to the next level.9:30 Ben casually drops into the conversation that he holds over 50 patents, including one for 2-factor authentication.14:45 After taking a job at Xtime, Ben noticed that they had a 72% drop rate in customer booking, so he set out to fix that. The end result was Autoservice.AI.19:45 “Robots for retail” is how Ben describes the goal of AutoService.AI. Robots give you scalability and the ability to have a close to 100% Service Level Agreement with a customer.⭐️ Love the podcast? Please leave us a review here — even one sentence helps! Consider including your LinkedIn or Instagram handle so we can thank you personally! We have a daily email! ✉️ Sign up for our free and fun-to-read daily email for a quick shot of relevant news in automotive retail, media, and pop culture.

We have big plans coming soon to relaunch Property Management Brainstorm, with a renewed definition and a sense of purpose. Keep an eye out for that update in the form of a new podcast post. In the meantime, we are producing some reruns of the best podcast episodes, called PMB Classic Rewind.Service Level Agreements (SLAs) can be used effectively within property management companies to maintain the standard of customer satisfaction for tenants, property owners, and service providers. Bob Preston discusses this topic with Ethan Lieber, CEO of Latchel.Connect with Bob Prestonhttps://www.propertymanagementbrainstorm.com/This episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Podcasts, Stitcher, Spotify, TuneIn, iHeart Radio and YouTube.

#HealthCast segment on one of the most overlooked components of Star Rating and Risk Adjustment strategy which is Vendor Management. Your partnerships are critical to the long-term success for managed care and clinical outcomes.

Show Notes Hello, and welcome to another episode of CISO Tradecraft -- the podcast that provides you with the information, knowledge, and wisdom to be a more effective cyber security leader.  My name is G. Mark Hardy, and today we're going to offer tips and tools for briefing your executive leadership team, including the four major topics that you need to cover.  As always, please follow us on LinkedIn, and make sure you subscribe so you can always get the latest updates. Imagine you have been in your role as the Chief Information Security Officer for a while and it is now time to perform your annual brief to the Executive Leadership Team.  What should you talk about?  How do you give high level strategic presentations in a way that provides value to executives like the CEO, the CIO, the CFO, and the Chief Legal Officer? Story about Kim Jones at Vantiv – things have changed Let's first talk about how you make someone satisfied -- in this case your executives. Fredrick Herzberg (1923-2000) introduced Motivator-Hygiene theory, which was somewhat like Maslow's hierarchy of needs, but focused more on work, not life in general. What a hygiene factor basically means is people will be dissatisfied if something is NOT there but won't be motivated if that thing IS there, e.g., toilet paper in employee bathroom. Or, said more concisely, satisfaction and dissatisfaction are not opposites.  The opposite of Satisfaction is No Satisfaction.  The opposite of Dissatisfaction is No Dissatisfaction. According to Herzberg, the factors leading to job satisfaction are "separate and distinct from those that lead to job dissatisfaction." For example, if you have a hostile work environment, giving someone a promotion will not make him or her satisfied. So, what makes someone satisfied or dissatisfied? Factors for Satisfaction Achievement Recognition The work itself Responsibility Advancement Growth Factors for Dissatisfaction Company policies Supervision Relationship with supervisor and peers Work conditions Salary Status Security So, what will make a board member satisfied?  Today, cyber security IS a board-level concern.  In the past, IT really was only an issue if something didn't work right – a hygiene problem.  If we learn from Herzberg, we may not be able to make the board satisfied with the state of IT security, but we can try to ensure they are not dissatisfied.  Hopefully you now have context for what might otherwise be considered splitting hairs on terminology – essentially, we want our executive audience to not think negatively of your IT security program and how you lead it. Remember, boards of directors generally come from a non-IT backgrounds .  According to the 2021 U.S. Spencer Stuart Board Index, of the nearly 500 independent directors who joined S&P 500 boards in 2021, less than 4% have experience leading cybersecurity, IT, software engineering, or data analytics teams.  And that 4% is mostly confined to tech-centric companies or businesses facing regulatory scrutiny. So, there is essentially a mismatch between a board member's background and a CISO's background.  That extends to your choice of language and terminology as well.  Never go geeky with your executives – unless you have the rare situation where your entire leadership team are all IT savvy.  Otherwise, you will tune them out by talking about bits and bytes and packets and statistics. Instead, communicate by telling stories – show how other companies in similar industries have encountered security issues and what they did about them (either successfully or unsuccessfully).  Show how your cybersecurity initiatives and efforts reduce multiple forms of risk:  financial risk, reputational risk, regulatory risk, legal risk, operational risk, and strategic risk.  You can show that the threat landscape has changed – nation states and organized crime has supplanted lone hackers and disgruntled employees as the major threats  .  Regulatory environment changes such as the California Consumer Privacy Act (CCPA) and ultimately the follow-on legislation from 49 other states will impact strategic business planning.  Show your board how to avoid running afoul of these emerging requirements.  And, of course, there is the ever-present threat of ransomware, which has evolved from denial-of-access attacks to loss of customer and internal data confidentiality.  That threat requires top-level policy and response plans in advance of an incident -- it's too late to be making things up as you go along. Now, before we go into the Four Major Topics executives need to hear (after all, that's what I promised at the beginning of the show), let's ask, "Why are we briefing executives on our cyber program?"  Any company that is publicly traded falls under the scope of the Securities and Exchange Commission or SEC. The SEC has published Cybersecurity Guidance that offers suggestions for investment companies and investment advisors.  They recommend investment firms "create a strategy that is designed to prevent, detect, and respond to cybersecurity threats". The creation of a security strategy and education of employees on the strategy is at the core of what CISOs do.  So, a translation of the SEC's guidance is to hire a CISO, have that individual create and execute a cybersecurity strategy.  In fact, the SEC's quote above calls out three of the Five Functions of the NIST Cybersecurity Framework which are: (1) identify, (2) protect (prevent), (3) detect, (4) respond, and (5) recover. Our second question is, how often should we be updating the Executive leadership team?  Since the SEC requires companies to disclose risks in their 10-K statements on a yearly basis then you should be briefing cyber updates to the Executive Leadership team at least on an annual basis.  We recommend quarterly or semi-annual updates to give more touch points on important topics.  You can draw parallels to quarterly financial statements. Let's say the Risk Committee chaired by the CEO has agreed to hear the status of the Cyber Program twice a year.  What should we brief the executive leadership team? Let's look at what's required by law. The State of New York requires financial services organizations to follow New York Department of Financial Services (NYDFS) regulations.  Section 500.04 provides additional information about CISOs.  It states: Each Covered Entity shall designate a qualified individual responsible for overseeing and implementing the Covered Entity's cybersecurity program and enforcing its cybersecurity policy (for purposes of this Part, "Chief Information Security Officer" or "CISO"). The regulations also state: The CISO of each Covered Entity shall report in writing at least annually to the Covered Entity's board of directors or equivalent governing body. If no such board of directors or equivalent governing body exists, such report shall be timely presented to a Senior Officer of the Covered Entity responsible for the Covered Entity's cybersecurity program. The CISO shall report on the Covered Entity's cybersecurity program and material cybersecurity risks. These types of requirements aren't confined to Wall Street.  The Bermuda Monetary Authority requires insurance companies to follow their Cyber Risk Management Code of Conduct.  It states that: The board of directors and senior management team must have oversight of cyber risks. The board of directors must approve a cyber risk policy document at least on an annual basis. So, both the State of New York and the Bermuda Monetary Authority want CISOs to provide risk management and perform at least yearly reporting on material cyber security risks.  Many more regulatory bodies do; these are just offered as examples. If you are going to function effectively as a leader, you should find some way to create a win-win from most any situation.  You likely have a regulatory requirement to brief your board or leadership on a periodic basis.  That's fine.  But have you ever asked yourself, what do I want in return? Hmm. What you want is for your board to set the security culture from the top.  Boards hold senior leadership (think C-level executives) accountable, and you want the board to ensure the CEO makes cybersecurity a priority for the organization.  ISO 27001 has a nice tool – the Information Security Management System (ISMS) Policy Statement – which is senior leadership's declaration of the importance of cybersecurity within the organization. One example I found is that of GS1 India, a standards organization that helps Indian industry align with global best practices.  Their ISMS Policy statement begins with: The Management of GS1 India recognizes the importance of developing and implementing an Information Security Management System (ISMS) and considers security of information and related assets as fundamental for the successful business operation. Therefore, GS1 India is committed towards securing the Confidentiality, Integrity, and availability of information for the day-to-day business and operations. If you can get a formal declaration of support from the top, your job is going to be a whole lot better.  Otherwise, you might just end up being the Chief Scapegoat Officer. Now let's define the four things that an executive leadership team should hear from their security leader that will convey the message that you have a handle on your scope of authority and are executing your responsibilities correctly.  Those four focuses are: Cyber Risks and Responses Cyber Metrics A Cyber Roadmap that Identifies High Profile Programs and Projects Cyber Maturity Assessment Let's dig in.  With respect to "cyber risks and responses," create a slide for executives that shows the top cyber risks.  Examples may include things like ransomware, business email compromise, phishing attacks, supply chain attacks, third party compromise, and data privacy issues. As a practical matter when briefing cyber risks, never just share a risk and walk away.  Executives hate that.  Be sure to talk about what you are doing as a CISO to mitigate this risk.  Usually in Risk Meetings executives look for a few things about any risk. What is it? What is the likelihood of it to occur? What is the impact if it does occur? What are we doing about it? How much does it cost to fix? However, this isn't a risk approval meeting where we need to go into that level of detail.  So, let's keep our cyber risk reporting at an executive level by identifying our top three to five material risks and showing our cyber responses to each risk. For example, if you believe phishing is your number one cyber risk, then highlight it and talk about how you have created a phishing education program that lowers click rates and increases phishing reporting to the Cyber Incident Response Team.  When phishing attacks are reported, your team has a Service Level Agreement (SLA) to respond to phishing reports within four hours to minimize any potential harm.  You can also highlight that your organization also has email protection tools in place such as Proofpoint that stopped thousands of phishing attacks during the last quarter. In summary you are acknowledging that your company has Cyber Risks which can harm the organization.  You are protecting the organization the best you can given the resources available to your team.  If someone doesn't like your four-hour SLA, then you might offer up that you could decrease the response time to a one-hour SLA if you had one additional headcount.  This creates a business decision to give you additional headcount, which is a great discussion to have. Once you have talked about the top three to five risks your organization faces, we recommend talking about key metrics to measure the Cyber Program.  You could call these the metrics that matter.  Essentially, they are tactical metrics that you measure month to month because they show risks that could result in major cyber-attacks.  Our favorite place for metrics that matter is the OWASP Threat and Safeguard Matrix or TaSM (pronounced like Tasmanian Devil).  Please note we have a link to it in our show notes.  Please, please, please read about the OWASP Threat and Safeguard Matrix.  It's a short five-minute read, and you will be glad that you did. What does the Threat and Safeguard Matrix teach us about cyber metrics?  It says all good metrics show a status, a trend, and a goal. Status shows where we are right now Trends show if the project, program, or company is getting better or worse Goals show the end state so we know when we are done and if we should be happy with our current progress The OWASP Threat and Safeguard Matrix then categorizes cyber metrics into four major areas:  technology, people, process, and environment. Technology-based metrics show things like how fast we are patching devices and how well are our servers and laptops configured.  Think about it, if you have servers that are internet-facing which are not patched then it's just a matter of time until bad actors will cause your company (and you) a really bad day.  This isn't something that you can wait on.  So, your organization needs to continually track progress and burn these numbers down as quickly as possible.  So, let's do something about it.  Start by looking at your company's security policy that defines the patch timelines for high and critical vulnerabilities.  It might say something such as we require critical vulnerabilities to be patched in 15 days and high vulnerabilities to be patched in 30 days.  From that security policy you create a Service Level Agreement for the IT department to meet.  So, you measure the percentage of your servers that have zero high and critical vulnerabilities greater than that 15 or 30-day window.  Yeah, it's going to look terrible in the beginning when your IT department shows that only 30% of its servers are patched according to the enterprise service level agreements.  But transparency brings reform.  When the CIO sees that these metrics are routinely being briefed to the CEO and executive leadership team, then things will change.  The CIO will say "not on my watch" and usually lead the IT team to make the changes needed to improve patching. Another metric category we see from the OWASP TaSM is People.  When we think about cyber threats to people we usually think about phishing.  So, during your monthly phishing exercises record your click rates and your reporting rates.  Since each phishing exercise is different you should benchmark your organization against other organizations who took the same phishing exercise.  You can say we had 5% click-through compared to our industry vertical that scored 7%.  If you are doing better than your peers, then you can show you are following best practices and meeting the legal term of due care.  These metrics might lower your cyber insurance costs.  These metrics could also be extremely helpful if your company were sued as a result of a data breach that begin with successful phishing attacks.  So, measure them each month and make good progress. The third metric category is Process-based metrics.  Here you can monitor things like your third-party risks by looking at your processes that track how many of your third parties pass a review, have active ISO 27001 or SOC 2 Type 2 reports, and have recently passed penetration tests.  Another process you might look at is what percentage of your critical applications performed adequately during both a Disaster Recovery exercise and a Business Continuity Plan exercise.  These metrics are helpful during Sarbanes-Oxley (SOX) attestations and other regulatory reviews. The fourth and last metric category defined by the OWASP TaSM is Environment-based metrics.  This refers to things outside of your organization that you don't control.  Even though you don't control them they can have a substantial impact on your organization.  You can think of countries passing new cyber or data privacy laws, regulators asking for new information and compliance activities, and malicious actors and fraudsters taking interest in your company all as examples of environment-based factors.  Please don't confuse environmental factors with saving the Earth.  This is not the context you are looking for.  Environment metrics could be used to show how many legitimate phishing attacks your organization stopped when someone reported a phishing attack, and the Incident Response Team confirmed it wasn't a false positive.  Note these are actual phishing attacks not phishing exercises.  This is an important metric because it shows that despite email protection tools in place, things got passed it.  If you notice a 500% increase in confirmed phishing attacks you might need to buy additional tooling to interdict them.  Another metric you might look at is how many reported help-desk tickets your organization responded to that were caused by a cyber incident.  These types of metrics can help inform management just how big the malicious attacker threat is and can be used by you to justify additional resources. Well, that's a good overview on Cyber Metrics that you can look at each month, but we still have two more categories to go over in our cyber update.  Remember if you want to learn more on cyber metrics, please look at the OWASP Threat and Safeguard Matrix. The third broad category of slides to include in your board deck is A Cyber Roadmap that Identifies High Profile Programs and Projects.  Executives want to see the big picture on how you are evolving the program.  So, show them a roadmap that says over the next three years here is the big picture. For example, in 2022 we are focusing on improving ransomware defenses by enhancing our backup and data recovery process.  We will also improve our ability to prevent malware execution in our environment by adding new Windows group policies. In 2023, we will shift our focus towards improving our website security.  We will be launching a bug bounty program that allows smart and ethical hackers to find vulnerabilities in our websites before malicious actors do.  We will be upgrading our Web Application Firewall after we finish our three-year contract with our current vendor.  We will also be adding a botnet protection tool to our internet-facing websites given the recent attacks we have been experiencing. In 2024, we will then shift our focus to improving our software development process.  We will be purchasing a tool to gamify secure software development amongst developers.  This should lower the cost of vulnerability management.  We will also be building custom courses in house that teach developers our company's requirements to build, test, and retire applications correctly. When you present this type of Cyber Roadmap you might show a single slide with a Gantt chart view of when high profile projects occur with the executive summary of the points previously mentioned. The last major category is a Cyber Maturity Assessment.  Essentially you want something that independently measures the effectiveness of the entire Cyber Program.  For example, many organizations use the NIST Cybersecurity Framework, ISO 27001, the FFIEC Cyber Assessment Tool, or HiTrust to benchmark their program.  Consider hiring an independent auditing company to measure your organization's security maturity.  You will get something that says here's the top fifteen domains of cyber security.  Today, on a scale of one to five, your organization measures between a two and four on most of the domains.  Most companies in your same industry benchmark are at a level three compliance so you are currently underperforming vs your peers in four domains.  You can take that independent assessment and say we really want to improve all level two scoring opportunities to be at least a three.  This can be something you show in a spider graph or radar chart.  You can show the top five activities needed to improve these measurements and provide timelines for when those will be fixed.  This shows the executive leadership team that security is never perfect, how you benchmark against your peers, and provides them with the same confidence that they would get from an audit to confirm you are working effectively. So, let's summarize. We talked about Herzberg's hygiene factors, things that aren't perceived as satisfactory when present but are dissatisfactory when absent.  Remember, satisfaction and dissatisfaction are not opposites.  The opposite of dissatisfaction is no dissatisfaction. That helps us understand that when briefing management, we will not be able to delight them with the overall state of our cybersecurity program, but we can cause them not to worry about it.  Focus on risk reduction, and how your program is helping your organization work toward that goal. We talked about why we need to brief management and how often.  Different regulations require executive teams to articulate a cybersecurity strategy and empower the appropriate individuals to execute it.  In addition, most rules require at least annual security briefings; you may want to strive for more frequent meetings to keep your leadership team well-informed. Your goal is to have your board set the security culture from the top and hold C-level executives accountable for funding and maintaining cybersecurity initiatives. We covered the four things you should include in your executive briefings:  cyber risks and responses, cyber metrics, a cyber roadmap that identifies high-profile programs and projects, and a cyber maturity assessment. By addressing risk in multiple forms, showing that you can measure and track your progress toward your security goals, that you have a solid plan for the next couple of years, and that you can demonstrate your maturity relative to peer companies, you will go a long way toward keeping your board happy, or more precisely, not unhappy. Lastly, don't forget to look up the OWASP TaSM model.  It's a really useful tool for mapping threat categories to the NIST cybersecurity framework and showing where you may have gaps in your program (represented by blank cells in the matrix.)  The link to that is in our show notes. Well, we hope that you have enjoyed today's episode on Updating the Executive Leadership team on the Cyber Program and we thank you again for listening to us at CISO Tradecraft.  Please leave us a review (hopefully five stars) if you enjoyed this podcast and share us with your peers on LinkedIn.  We would love to help others with their cyber tradecraft. Thanks again and until next time, stay safe.   References https://www.mindtools.com/pages/article/herzberg-motivators-hygiene-factors.htm  https://threataware.com/a-cisos-guide-to-cybersecurity-briefings-to-the-board/  https://www.spencerstuart.com/-/media/2021/october/ssbi2021/us-spencer-stuart-board-index-2021.pdf https://www.spencerstuart.com/research-and-insight/cybersecurity-and-the-board  https://www.sec.gov/investment/im-guidance-2015-02.pdf  https://piregcompliance.com/ciso-as-a-service/what-regulations-require-the-designation-of-a-chief-information-security-officer-ciso/  https://proteuscyber.com/privacy-database/ny-dfs-section-50004-chief-information-security-officer  https://www.bma.bm/viewPDF/documents/2020-10-06-09-27-29-Insurance-Sector-Cyber-Risk-Management-Code-of-Conduct.pdf  https://www.gs1india.org/media/isms-policy-statement.pdf  https://owasp.org/www-project-threat-and-safeguard-matrix/ 

Subscription software companies whose entire business model relies on availability of service have good reason to contract service guarantees. Enter the Service Level Agreement, an accompaniment to a Master Service Agreement that specifically outlines services provided, how these are measured, and issue resolution. Listen as Michael Curylo, an L.A.-based lawyer working at the intersection of technology and entertainment, tears down the SLA for customer data platform Tealium. As Curylo says, while these contracts aren't always necessary, they can do things the MSA can't do to protect both parties and ensure their business relationship functions as it should. Contract: https://tealium.com/terms/sla-addendum_v28feb2019/ and might refer to the master terms https://tealium.com/terms/MSA-Tealium_Terms_of_Service_Americas_v31MAR2020/ ​​​​About Law Insider: We're all about contracts! Law Insider (https://www.lawinsider.com​​​​) is a subscription based contract database and resource center that helps over 250,000 lawyers and business owners draft and negotiate contracts more effectively. Join the Community We think drafting and negotiating contracts is one of the most important skills you can build as an attorney and business owner. Law Insider is committed to supporting our user community with the tools and resources to help build these skills. Where to Start Looking for sample contracts, clauses or defined terms? Create a Basic Access Account and try it out. Looking for educational videos, webinars and articles on drafting and negotiating best practices? Visit our resources center. Plans and Pricing Law Insider offers monthly, annual and team subscriptions. For full pricing and packaging details, visit our pricing page at lawinsider.com/pricing. Check out our on-demand webinars: https://www.lawinsider.com/resources/ ​​Check our our reviews on G2: https://bit.ly/3cbBCZ1​​​​ Check out our tutorials: https://support.lawinsider.com​ Follow Law Insider on Twitter: https://twitter.com/lawinsider​​​ Join the Law Insider Facebook Community: https://www.facebook.com/groups/lawin... ======================================== Law Insider Promo Code: TEARDOWN2 ========================================

A big hello from Raleigh North Carolina. It's time for another solo episode. Today's topic is all about how to clearly and effectively communicate with sales. And after listening to this episode, you'll know exactly what you need to do to navigate the process with ease. But, again, you have any questions, please reach out hello@pamdidner.com.   Supporting sales is tricky and delicate. For example, when I do sales enablement presentations at conferences or training sessions, I often get questions such as:   One common question: “Sales change their minds a lot, so it's hard to know what they really want. How can I support them if they change directions all the time?”   Here is another one: “Sales ask me to send the same content all the time because they don't stay on top of what's been published. How can I help them get in the loop?”   Ok, one more: “Sales don't want to do their own research or create templates, and they ask Marketing to do it for them. But it's not my job, so how do I tell them No and still maintain a good relationship?”   For today, I want to address one question:  How can you better communicate with Sales and set up clear expectations?   I understand your pain because I have supported sales for a long time. However, even though every company has a sales organization and faces similar challenges across the board, there is no cookie-cutter solution - remedies will vary from company to company.   I've never recommended a one-size-fits-all solution TO a company, even if the challenge they're facing resembles similar case studies     because you need to take into account sales corporate culture, salespeople seniority, organizational structure, processes, and even the tools that sales use.   For example, many sales organizations struggle with the quality of leads from marketing. We need to find a potential cause or causes for that first. Do we have a clear definition of marketing leads that sales can accept? Is the quality really not on par? Do we need more vetting before we pass leads to sales?   How can we change the definition if we need to? How should we modify the processes, and who should vet them? Once you determine some plausible causes, the solutions will also depend on the organizational structures, resources shared between sales and marketing, etc.   So, one big key takeaway for today's video is that there is no blanket solution for working with sales.   You can look for best practices, but it's usually hard to implement best practices as is. You need to know what nuggets you can take from best practices and apply to you and your team.   Here are some steps I'd take to communicate with sales clearly and set up concrete expectations:   1.  Interview and talk to several sales team members about their challenges and how they ideally want to be supported moving forward.   Bear in mind: at this point, you are just gathering information. You don't necessarily need to implement everything they suggest, and you're not committing to anything just yet.   2.  Go through the list and prioritize. Here's what you need to consider at this stage: -  List: If you interview 10-20 salespeople, the resulting list will be long. You'll need to comb through everything and group similar requests together. That takes time. -  Prioritization approach: Prioritize what you will do based on their needs and business imperatives, some of which may be low-hanging fruit, while others require resources and a budget. Identify 3 low-hanging fruit and 3 that require more intensive resources and budgeting that you need to work on. -  Create a service level agreement (SLA): Create a document to explain what you will and will not do and/or specify something sales need to do to move things forward collectively.   If you like how I explain things, please subscribe on your favorite listening platforms.   3.  Get buy-in from sales and management Create a presentation and show what you will do and get buy-in. Sales like to see what you can do for them NOW. So you need to have a couple of things to show that you will jump right in. For example, you might refresh the sales pitch deck, update a pricing guide, or even just commit to attending their weekly sales huddle meetings to listen in.   4.  Once you get buy-in, it's all about execution, execution, execution. Start working and show them what you can deliver. Knock their socks off.   5.  Stay close and provide timely updates Always let them know what you have done, what you are doing, and what you will do. This can be in the form of an update at the weekly huddle meetings. Have a standing agenda item such as Marketing Updates and take a couple of minutes during each meeting to provide status updates. Or, you can incorporate what you accomplish as part of the quarterly updates that your team provides to Sales.   6.  Update SLA as you go As time goes by, sales always have additional asks which fall outside of the scope you've proposed. I KNOW, I've been there. Address these head-on. It's kinda like if you are a restaurant owner, and you see a bad Yelp review - address it, explain your point of view, and apologize if necessary. When sales team members ask about something which is not part of the Service Level Agreement, address their concerns right away and discuss what needs to be done, then update the SLA accordingly.   Both you and sales will learn to make the appropriate adjustments over time through close communication and collaboration.  And there you have it!   We covered a lot, so don't hesitate to pop any questions you have down into the comments. And if you liked how I explained things, feel free to subscribe the podcast! And I always love to hear from you.   Take care, and see you next time!

Wat is precies een SLA, hoe stel je deze op en met welk doel?In deze podcast vertellen we je alles over een SLA: welke onderdelen worden er in vastgelegd en wanneer gebruik je een SLA? Kunnen we stellen dat de relatie tussen  een klant en ICT-leverancier wordt verbeterd door het opstellen van een SLA? Het antwoord hoor je in deze podcast.

Last week we were discussing that the Service Level Agreement is coming to an end in July. For more on this Senior Engineer of Water Services at Tipperary County Council, Denis Holland spoke with Fran on Tipp Today...

Welkom allemaal bij een nieuwe aflevering van onze podcast met de missie om de online automotive beter te maken. Vandaag hebben we te gast John den Dunnen van Findio, oftewel een van onze podcastpartners. John, wat leuk dat je er digitaal bij bent vandaag. Voordat we verder gaan met de vragen die ik heb voorbereid, kun je onze luisteraars wat meer vertellen over jezelf. Wie je bent en wat je doet? Carrière Mijn naam is John den Dunnen. Ik ben 49 jaar en werk op dit moment bij Findio als verkoopdirecteur. Ik ben ooit in een grijs verleden begonnen met auto’s poetsen bij een Peugeotdealer in Naarden. Van daaruit ben ik bij Ford Motor Company gaan werken. Daar heb ik verschillende functies gehad. Zo was ik eerst Junior Marketeer Bedrijfsauto’s en ben ik uiteindelijk Sales Manager van Nederland maar ook voor het buitenland geworden. Vervolgens ging ik naar Louwman Retail waar ik Programmamanager Verkoop Nieuwe Auto’s werd en nu zit ik bij Findio, waar ik bezig ben om een automotive tak in het bancaire op te zetten. Dat is een hele uitdaging en vind ik erg leuk. Ford Motor Company Zoals ik net al zei, heb ik bij Ford Motor Company verschillende functies bekleed. In totaal heb ik er dan ook zo’n 15 of 16 jaar gewerkt en heb ik er ongelofelijk veel kunnen en mogen leren. Zo heb ik deelgenomen aan diverse onderwijsprogramma’s waarbij ik bij verschillende collega’s in Europa heb moeten kijken hoe ze het doen. Maar je krijgt ook gewoon de kans om te falen als je bijvoorbeeld zegt dat je een leuk idee hebt. Bijvoorbeeld een marketingplan voor bedrijfsauto’s, dan mag je het gewoon uitwerken in een businesscase, wordt je ook nog begeleidt en dan krijg je echt een kans van falen of slagen. Dus je kunt jezelf er echt ontwikkelen en krijgt de kans om het bedrijf beter te maken. Dit proces was natuurlijk niet altijd even gemakkelijk maar al met al heb ik daar een fantastische tijd gehad waar ik heel veel heb mogen leren.  Tesla financiering  De samenwerking met Tesla is begonnen in begin 2019. Dat was dan ook het jaar waarin er ontzettend veel Tesla’s in Nederland van de band zouden rollen en verkocht zouden worden. Onze samenwerking met Tesla ziet er als volgt uit: we zitten volledig in de tesla.com omgeving. De klant configureert zijn auto, doet de aanbetaling, kan linksaf contant of met creditcard betalen etc. Maar rechtsaf kan die een financial lease aanvraag of een consumentenlening nemen. Bij deze laatste twee opties hebben we met hen de afspraak in een Service Level Agreement dat we het binnen een uur doen. Dat doen we ook. Ik denk dat we op dit moment ergens tussen de twee en de drieduizend Tesla’s rond hebben rijden.  Findio in 2020 Wat we gezien hebben in het COVID-jaar is dat we absoluut niet achteruit zijn gegaan. Natuurlijk zie je bij de nieuwverkoop wel dat het terugloopt maar qua occasions zijn we stabiel gebleven. Als we het dan hebben over de voorraadfinanciering dan hebben we echt een flinke sprong gemaakt. Hierbij hebben we echt flinke stappen gezet met grote partnerships en voorraden. De omloopsnelheden zagen we echt gigantisch omhoog gaan. In maart, april en mei zagen we het de verkeerde kant opgaan maar daarna zag je het heel snel bijtrekken. Uiteindelijk kregen we het laatste kwartaal steeds vaker de feedback dat bedrijven geen auto’s meer konden vinden. Vaak vonden ze de auto’s dan te duur. Hierdoor hebben we momenteel een luxeprobleem. We hebben momenteel zoveel aanvragen voor de voorraadfinanciering dat we feitelijk geen nieuwe klanten meer blij kunnen maken. Want kwaliteit gaat echt voor alles.   Dankjewel voor je gesprek en dankjewel voor jullie partnership om samen met ons de online automotive beter te maken. Volgende week uiteraard weer een nieuwe gast, nieuwe verhalen en dezelfde missie: de online automotive beter te maken. Dankjewel! Deze Podcast wordt mede mogelijk gemaakt door: Marktplaats, 2dehands.be, UCC, Calldrip, CARMEN BDC en Findio Marktplaats is met ruim 7.3 miljoen unieke bezoekers per maand al jaren een van de populairste sites van Nederland. Per dag worden rond 350.000 nieuwe advertenties op de site geplaatst. Particuliere en zakelijke aanbieders zorgen voor een groot en gevarieerd tweedehands en nieuw aanbod. Marktplaats is de plaats met de hoogste kans om een betrouwbare tweedehandse auto succesvol te (ver)kopen tegen een goede prijs. Waarom kiezen voor Calldrip? Calldrip is een succesvol leadopvolgings systeem dat zijn oorsprong heeft in de Verenigde Staten en dankzij #DCDW nu ook in Nederland en België beschikbaar is. Het systeem is vooral geschikt voor importeurs en grote dealerholdings die ervoor kiezen de leadopvolging bij de verkopers te leggen. Calldrip is de ideale tool om verkopers te ondersteunen bij leadopvolging en tot maximale conversie te komen. Waarom kiezen voor UCC? UCC: Steeds meer collega’s gebruiken Used Car Controller. Taxeren, calculeren, publiceren of auto’s verhandelen met je persoonlijke handelsplatform? Met 1 abonnement geeft Used Car Controller je controle over alle kritische gebruikte auto processen. Zo maakt Used Car Controller je tot de beste in je vak! Waarom samenwerken met Findio voor auto? Als u kiest voor Findio voor auto, kiest u voor een partner voor de lange termijn. Wij verzekeren u van:online retailoplossingen – ruime kennis en ervaring op het gebied van automotive – al uw krediet onder één dak – Ondersteuning van uw verkopers – Remarketing tools – digitale oplossingen voor dealermanagementsystemen van Autodata, VWE Automotive, Used Car Controller of Autosoft om uw auto’s gemakkelijk te adverteren en te beheren op meerdere autoverkoopsites. Waarom kiezen voor Spincar? Auto kopen anno 2020? Naast gemak, betrouwbaarheid kijkt een consument ook naar presentatie. De kleding- en electronicabranche doet dit al jaren door 360º beeld te gebruiken bij presentaties. En dat werkt. Mensen zijn op zoek naar volledigheid tot in detail. Als webshop profiteer je daar optimaal van. Daarom is 360º presentatie ook de manier om de aandacht voor consumenten te trekken die op zoek zijn naar een auto. Autobedrijven die werken met 360º beeld, -spins-, merken dat klanten het enorm waarderen en ontvangen beduidend meer leads. Consumenten krijgen zekerheid en bevestiging van de juiste prijs bij het bekijken van een spin. De zorg en aandacht voor een goede presentatie kenmerkt een serieuze aanbieder.

Burlington Massachusetts

The QM Insights podcast show is back on its mission to help SOLABS’ clients learn from experience, continuously improve and do more with less. This week on the show, Ericka Moore returns as your host! She is joined by SOLABS’ CEO Philippe Gaudreau and SOLABS’ Product Specialist and Head Trainer Gretchen Dixson. In today’s episode, the team has a conversation on SOLABS’ new Level 1 Service Level Agreement (SLA). They explain why it was created, the advantages for our clients and how some of them currently use their Level 1 banks of hours. The guests also exchange on the new Workflow Report and a new article by Philippe titled: SOLABS’ Promises.   Key Takeaways 0:59 – Ericka introduces today’s guests – Gretchen Dixson and Philippe Gaudreau. 1:35 – Ericka explains the SOLABS’ Knowledge Base and how to access it. 2:19 – Gretchen introduces the new Workflow Report available with 10.8. 3:31 – Who will want to use the Workflow Report? 5:20 – Philippe discusses SOLABS’ promises to our clients and where to learn more on this topic. 7:21 – Ericka explains why SOLABS now offers a Level 1 SLA. 8:44 – What’s included in the Level 1 SLA and how does it work? 10:12 – What are the advantages of the Level 1 SLA for our clients? 11:50 – We can now provide custom built reports! 12:58 – Gretchen shares her experience providing Level 1 Support so far. 14:40 – Gretchen explains the importance of providing hands-on learning opportunities. 18:51 – Philippe details our partnership with Nexgen Analytics and how this impacts our reporting capabilities. 21:28 – Philippe explains where to find more documentation on our Level 1 SLA. 21:50 - Ericka thanks the guests and listeners and mentions how to reach her with comments and suggestions.

In this episode 31 of Five Minute Friday, Bob shares with his listeners one of the most common questions he gets from prospective clients: are we locked into a long-term property management contract? The answer is and has been, for the 20-year history of his company, an emphatic "no". Bob calls this his Satisfaction Guarantee. If for whatever reason a client is not satisfied, they can discontinue North County Property Group's services at any time on 30-day notice. Bob further explains that from his perspective, life is too short to be in business relationships with people who are angry or disatisfied. Besides, it rarely happens that an owner wants to cancel and it is a competive advantage when bringing on new clients, especially when the property owner is coming from another property management company he has already fired. This cancellation policy holds Bob and his staff to what he calls an "SLA", or service level agreement to keep owners and tenants happy. Connect with Bob North County Property GroupThis episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Podcasts, Stitcher, Spotify, TunedIn, iHeart Radio and YouTube.

Découvrez ce que QOS et SLA vous apportent dans un contrat informatique --- Send in a voice message: https://podcasters.spotify.com/pod/show/sweet-cloud/message

What could you accomplish if you never had to take another maintenance call?Ethan Lieber is the CEO of Latchel, a real estate platform that helps property managers streamline their maintenance workflow. Today, Ethan joins Bob to explain how Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements (SLAs) to ensure customer satisfaction and discuss the common themes across SLAs for tenants, property owners and service providers.Ethan walks us through the maintenance workflow in Latchel, describing how their system plugs into a property management company’s existing processes and what they do to notify a property management team in case of emergency. Listen in to understand what information is available through the Latchel online portal and find out how Ethan’s team can take maintenance operations off your plate—so you can focus on growth!Topics Covered[2:39] The Latchel origin story and how the service streamlines your maintenance workflow [6:55] How Latchel leverages the Amazon model of crafting measurable, transparent Service Level Agreements[10:19] The common themes among SLAs for tenants, property owners and vendors[12:34] What the maintenance workflow looks like in Latchel and how it changes based on an issue’s level of urgency[18:57] How Latchel plugs into a property management company’s existing processes[21:30] The real-time notification system Latchel uses to notify a property management team in case of emergency[22:48] The information available through the Latchel online portal + how property managers can prioritize vendors through the software[24:35] The three Latchel subscription levels[30:57] Ethan’s challenge around overcoming fear to 10X your current performanceConnect with EthanLatchelEmail ethan@latchel.com Ethan on LinkedInConnect with Bob North County Property GroupEmail info@ncpropertygroup.com ResourcesTranscript of this Episode 33California NARPMRent ManagerPropertywareAppFolio SponsorToday’s show is brought to you by Audible. Audible is offering our listeners a free audiobook with a 30-day trial membership. Browse the incredible selection of audio programs, download a title free and start listening: audibletrial.com/PropertyManagementBrainstormYou can do a lot with Square—accept credit cards, power your business with the free point-of-sale app, get real-time sales reports, and much more. Click here for no sign-up costs and your first $1,000 in credit card transactions are processed free!This episode is always available for listening, sharing, or download at Property Management Brainstorm. Subscribe to Property Management Brainstorm on Apple Podcasts, Google Play Podcasts, Stitcher, Spotify and YouTube.

Tina Gravel is the Senior Vice President of Channels and Alliances at Cyxtera Technologies, where she helps businesses migrate their mission-critical applications to The Cloud. She is an award-winning executive with more than 25 years of experience in the IT outsourcing, cloud, security and SaaS industries. Contact Tina: Web: TinaGravel.com Twitter: @tgravel Contact Avrohom: Web: https://asktheceo.biz Facebook: AvrohomGottheil Twitter: @avrohomg Instagram: @avrohomg INTERVIEW HIGHLIGHTS: [01:09] Cloud is becoming more prevalent in the Enterprise space, with companies migrating more of their mission-critical applications to The Cloud. One of the more recent buzzwords permeating today’s vernacular is Hybrid Cloud. What does Hybrid Cloud really mean? [02:47] What are the considerations businesses need to have when thinking about moving their mission-critical applications to The Cloud? [03:53] A critical requirement for mission-critical applications is uptime. After all, you can’t have a global bank just go offline during a stock trade! One of the inherent benefits of migrating to The Cloud is the Service Level Agreement for guaranteed uptime. Many providers use a term called five 9’s of reliability. IBM just launched the z15 mainframe platform which offers seven 9’s. What do all these 9’s mean, and why are they important to businesses? [05:24] The more 9’s you have, the more expensive it is! [05:24] With regards to Cloud migrations, you need to balance the service level you want, with what you can afford to pay for. [07:03] How does Cyxtera help businesses with their Cloud migrations? [10:44] It’s no question that Cloud is the way to go for Enterprises that are launching brand new mission-critical applications. However, in the real world, the playing field is not so cut and dry. Let’s say, for example, that one of your core business applications is a COBOL program, which resides on a server in a backroom closet and stores its data in a huge flat file. First of all, how do you even begin to “cloud-enable” this ancient application along with its archaic flat-file database? The second challenge is that for that last 50 years no one has had to worry about cybersecurity. The application is running on a server in a secure location, and no one has access to it. As soon as this crucial and sensitive application moves to the cloud, suddenly, you have a new problem to worry about! Is it even worth it? [13:33] What is Zero Trust? [15:57] When migrating to The Cloud, make sure to only provide access to people who absolutely need it. [17:49] How do people connect with you? [18:17] Do you have any parting words of wisdom to share with the audience?

This week Philippe Gaudreau, the CEO and founder of SOLABS, is joined by Karine Loiselle, a member of SOLABS’ Client Success Group. Karine is a Client Success Specialist and has been with SOLABS for 2 years now. Karine spends a good portion of her time in direct contact with SOLABS’ clients and she coordinates all of the work behind the scenes of their support.   In this episode, Philippe and Karine will discuss service level agreement. Karine provides an excellent overview of their service level agreement at SOLABS; diving into how the support team handles clients’ concerns and how they can follow-up on the requests they’ve made.   Tune in to get a thorough understanding of the support mechanisms, processes, and all the information you need to know as a client (or prospective client) about how the support team at SOLABS works to support their clients!   Key Takeaways: [:36] Philippe gives an introduction to this week’s show and guest, Karine Loiselle. [1:02] Philippe welcomes Karine on to the show. [1:12] Karine explains the role of the support team at SOLABS and how they help clients. [1:36] Karine goes into detail about the different levels of support offered by SOLABS. [3:47] What is the clients’ role in the exchange with SOLABS’ support team? What information should they be providing to receive the best service possible? [6:00] Karine explains the best way for clients to communicate with the support team. [7:30] Karine details how SOLABS prioritizes issues and gives a timeline of the response time clients can expect when reporting an issue. [8:48] Karine explains how a client can follow-up on (or keep track of) the status of their pending request. [9:42] How to contact SOLABS support team as a client if you feel the status of your request was assigned the incorrect level of criticality. [10:40] What kind of documentation can a client expect to receive on the issues they’ve reported to the support team at SOLABS? [11:50] Philippe thanks Karine for joining the podcast! [12:33] If you have any more questions about the podcast or the service level agreement, here’s how to get in touch with Philippe and Karine!   Mentioned in this Episode: Philippe Gaudreau on LinkedIn Karine Loiselle on LinkedIn docs.SOLABS.com  SOLABS’ Support Email: Support@SOLABS.com  SOLABS’ Support #: 1-877-322-1368 Ext. 911

Sponsors iPhreaks - Devchat.tv The Dev Rev - Devchat.tv React Round Up - Devchat.tv CacheFly Panel Nell Shamrell-Harrington Scott Nixon Episode Summary Coming to you live this time from the studio is a brand new episode of the Adventures in DevOps podcast! Regular panelists Nell Shamrell-Harrington, Principal Engineer at Chef Software, and Scott Nixon, Principal Consultant at Cloud Mechanics, discuss one of the most significant aspects of any given software environment - disaster recovery, what is it and what to do when the unimaginable happens. They start the show by explaining that disaster recovery can be considered as a subset of business continuity planning. They state that two main things need to be defined while planning for disaster recovery in any organization. First one is the recovery time objective (RTO), which is the maximum acceptable length of time that an application can be offline, and this information is generally included in a Service Level Agreement. The second one is Recovery Point Objective (RPO), which is the maximum acceptable length of time during which data might be lost from the application due to a major incident. Nell gives examples of each and Scott mentions that we need to understand the time taken for restore as well, and it is very important to restore data regularly. Once the RTO and RPO have been established, the software needs to be prepared for disaster recovery, including verifying that the software can be installed correctly, as replication can be very hard, especially when it has been installed long ago. They transition to the topic of security concerns, for example, how to deal with cases when there are multiple security groups, ACLs, etc, and the cloud service in an entire region goes down. They advise listeners to make sure that the disaster recovery environment should match the compliance requirements, make cloud storage a part of daily backup routines, and to use configuration management tools most suitable to the work environment so as to make the process seamless. They talk about cloud-agnostic tools that help in cross-cloud replication and syncing data across. They also raise certain points to consider for successful recovery, including estimating the time and bandwidth required to transfer large amounts of data, balancing image configuration and deployment speed along with the time needed to handle dependencies, image consistency across hybrid environments, implementing tiered storage, and share relevant examples. Another pattern they discuss is the idea of maintaining the same IP address for an application to make disaster recovery easier, which can be possible if it's in the same region, using elastic IP or load balancing, but can be challenging with multiple cloud providers across different regions. However the solution would be quite challenging as well as expensive, so there is always a tradeoff involved. They then move on to some common mistakes that people make in disaster recovery. Nell says that while creating a good plan it is really crucial to bring in people from across various businesses, while Scott talks about regularly documenting everything including bits and pieces like manual configurations and such. They discuss that security consistency is often overlooked, and describe some recovery services offered by cloud providers such as Amazon, Azure and some multi-cloud services like Zerto and Arcserve. They end the episode with picks. Links Boto 3 MSP360 CloudEndure Disaster Recovery Azure Site Recovery Zerto Arcserve Picks Nell Shamrell-Harrington: Wild mushrooms Scott Nixon: Nine Lies About Work : A Freethinking Leader’s Guide to the Real World

Sponsors iPhreaks - Devchat.tv The Dev Rev - Devchat.tv React Round Up - Devchat.tv CacheFly Panel Nell Shamrell-Harrington Scott Nixon Episode Summary Coming to you live this time from the studio is a brand new episode of the Adventures in DevOps podcast! Regular panelists Nell Shamrell-Harrington, Principal Engineer at Chef Software, and Scott Nixon, Principal Consultant at Cloud Mechanics, discuss one of the most significant aspects of any given software environment - disaster recovery, what is it and what to do when the unimaginable happens. They start the show by explaining that disaster recovery can be considered as a subset of business continuity planning. They state that two main things need to be defined while planning for disaster recovery in any organization. First one is the recovery time objective (RTO), which is the maximum acceptable length of time that an application can be offline, and this information is generally included in a Service Level Agreement. The second one is Recovery Point Objective (RPO), which is the maximum acceptable length of time during which data might be lost from the application due to a major incident. Nell gives examples of each and Scott mentions that we need to understand the time taken for restore as well, and it is very important to restore data regularly. Once the RTO and RPO have been established, the software needs to be prepared for disaster recovery, including verifying that the software can be installed correctly, as replication can be very hard, especially when it has been installed long ago. They transition to the topic of security concerns, for example, how to deal with cases when there are multiple security groups, ACLs, etc, and the cloud service in an entire region goes down. They advise listeners to make sure that the disaster recovery environment should match the compliance requirements, make cloud storage a part of daily backup routines, and to use configuration management tools most suitable to the work environment so as to make the process seamless. They talk about cloud-agnostic tools that help in cross-cloud replication and syncing data across. They also raise certain points to consider for successful recovery, including estimating the time and bandwidth required to transfer large amounts of data, balancing image configuration and deployment speed along with the time needed to handle dependencies, image consistency across hybrid environments, implementing tiered storage, and share relevant examples. Another pattern they discuss is the idea of maintaining the same IP address for an application to make disaster recovery easier, which can be possible if it's in the same region, using elastic IP or load balancing, but can be challenging with multiple cloud providers across different regions. However the solution would be quite challenging as well as expensive, so there is always a tradeoff involved. They then move on to some common mistakes that people make in disaster recovery. Nell says that while creating a good plan it is really crucial to bring in people from across various businesses, while Scott talks about regularly documenting everything including bits and pieces like manual configurations and such. They discuss that security consistency is often overlooked, and describe some recovery services offered by cloud providers such as Amazon, Azure and some multi-cloud services like Zerto and Arcserve. They end the episode with picks. Links Boto 3 MSP360 CloudEndure Disaster Recovery Azure Site Recovery Zerto Arcserve Picks Nell Shamrell-Harrington: Wild mushrooms Scott Nixon: Nine Lies About Work : A Freethinking Leader’s Guide to the Real World

Kontakt: Ingo Lücker, ingo.luecker@itleague.de Die Abkürzung DRaaS steht für Disaster Recovery as a Service. Und wie der Name schon vermuten lässt, handelt es sich hierbei um Services aus der Cloud, mit denen sich bei einem Notfall oder einer Störung IT-Services, IT-Strukturen oder Daten wiederherstellen lassen. Die Störungen können dabei auf unterschiedliche Art verursacht werden, wie zum Beispiel durch Naturkatastrophen, Hardware- und Systemausfällen, Bedienungsfehlern oder Hackerangriffen. Das Ziel einer Disaster Recovery ist es, die negativen Auswirkungen für ein Unternehmen so gering wie möglich zu halten. Beim Disaster Recovery as a Service-Modell  (DRaaS-Modell) stellen Anbieter Speicherplatz, Backup Services, virtuelle IT-Strukturen oder virtuelle Server als Cloud-Dienstleistung zur Verfügung, um Notfälle jeglicher Art abzusichern, ohne dass man selbst zusätzliche Hard- und Software in einem eigenen Rechenzentrum bereitstellen muss. Nach der Störungsbehebung lassen sich alle Daten und Anwendungen problemlos auf den unternehmenseigenen Server wiederherstellen. Vor der Implementierung einer Disaster Recovery as a Service-Lösung schließen der Kunden und der Provider ein Service-Level-Agreement ab. Dieser Service-Level-Agreement beinhaltet neben den Services auch einen Disaster Recovery Plan. Dieser enthält alle Maßnahmen, Verfahren und Vorgaben aufgeführt, die in einem Störungsfall zum Tragen kommen. Außerdem sind Meldewege, Eskalationsstufen und Definitionen der Verantwortlichkeiten im Katastrophenfall Bestandteil eines jeden Disaster Recovery Plans. Die Abrechnung der Disaster Recovery Services erfolgen entweder mit einem, im Vorfeld definierten, Pauschalbetrag oder nach nutzungsabhängigem Verbrauch. Denkbar wären hier zum Beispiel Volumen der turnusgemäß kopierten Daten oder die Anzahl der wiederhergestellten Daten. Vorteile von DRaaS Es gibt gute Gründe warum man -meiner Meinung nach- Disaster Recovery as a Service Lösungen in Erwägung ziehen sollen: Erstens die Geschwindigkeit:I Im Gegensatz zu klassischen Disaster Recovery Lösungen stellen Disaster Recovery as a Service Lösungen eine viel schnellere, automatisierte und zuverlässige Recovery-Maßnahme zur Verfügung. Zweitens niedrigere Kosten und verbesserte Zuverlässigkeit Disaster Recovery as a Service Lösungen ermöglichen die Senkung von Betriebskosten. Das kommt vor allem kleineren und mittleren Unternehmen zugute  die selbst nur wenig Know-how und Ressourcen für eigene Notfallmaßnahmen und -strukturen besitzen. Außerdem verbessern Disaster Recovery as a Service Lösungen die Zuverlässigkeit. 3.    Drittens die verbesserte Verwaltung Durch den Einsatz von Disaster Recovery as a Service-Lösungen verringert sich der administrative Aufwand. Das bedeutet, dass sich Administratoren mit Aufgaben beschäftigen können, die mehr geschäftlichen Erfolg versprechen.   4.    Viertens die nahtlose Redundanz und Skalierbarkeit Disaster Recovery as a Service-Lösungen verschaffen Administratoren ein gewisses Sicherheitsgefühl. Denn Disaster Recovery as a Service-Lösungen decken alle offenen und beunruhigenden Punkte ab. Allerdings muss man an dieser Stelle auch sagen, das Disaster Recovery as a Service auch gewissen Nachteile mit sich bringen. Da wäre zum Einen, Der Kontrollverlust: Wie bei jeder Cloud-Lösung gibt ein Unternehmen die direkte Kontrolle über den Prozess bzw. die unternehmenskritischen Daten an einen Drittanbieter ab. Da sich die Disaster Recovery-Rechenzentren nicht im firmeneigenen Netzwerk befinden und die Verbindungen in jedem Fall über das Internet verlaufen, muss man sich auf die Bandbreite und Latenzzeiten der öffentlichen Infrastruktur verlassen. Ein weiterer nennenswerter Punkt ist in diesem Zusammenhang der Standort der Rechenzentren. Die Unternehmen müssen dem Anbieter glauben, dass die Daten nur auf Servern im deutschen Rechtsraum gespeichert werden. Daher ist es für Unternehmen mit Standorten nur innerhalb Deutschlands ratsam, ausschließlich Anbieter zu wählen, die garantieren können, dass sie die Daten ausschließlich in deutschen Rechenzentren gespeichert haben. Last but not least.  Hier sind fünf Fragen, die Sie sich vor der Wahl einer Disaster Recovery as a Service-Lösungen stellen sollten Wie viele und welche Art von Daten müssen Sie sichern, und wie schnell? Welche internen Ressourcen haben Sie für die Implementierung einer DRaaS-Lösung? Kann der Anbieter die fehlenden Ressourcen kompensieren? Wie umfangreich muss der Support sein? Welche Datensätze müssen Sie in Zukunft sichern, die aktuell noch nicht gesichert werden müssen? Wie hoch ist Ihr Budget? Mein Fazit: Wenn sie keine ausreichenden internen Ressourcen für eine zuverlässige Disaster Recovery haben, sollten sie diese Funktion als Service einkaufen. Denn eine Disaster Recovery-Lösung von einem Drittanbieter ist in jedem Fall besser als überhaupt keine zu haben.

In this Sprocket Talk What Is video, we dive into what is an SLA. SLA stands for service level agreement and can be used in many places of your companies process. In this video, we talk specifically about sales & marketing service level agreements. *** More Information *** Become part of the community: http://bit.ly/2TMuMkO Want to learn about more http://bit.ly/2V12iDM sales, marketing, and service terms? Watch HubSpot updates: http://bit.ly/2YRhTF2 Watch HubSpot tutorials: http://bit.ly/2YQaC8m Watch Sprocket Talk Unpacked: http://bit.ly/2YUXtdY Watch more HubSpot Conversations tutorials: http://bit.ly/2YValkH Learn more about Sprocket Talk: https://sprockettalk.com Learn more about Impulse Creative: https://impulsecreative.com Learn more about HubSpot: http://bit.ly/2PuHaQh Learn about HubSpot workshops: http://bit.ly/2Z0uy8G #marketing #sales #business #hubspot #hubspotcrm #sprockettalk #hubspoteducation #service #inboundmarketing #marketingtips #contentmarketing #biztips #marketinghelp

In this Sprocket Talk What Is video, we dive into what is an SLA. SLA stands for service level agreement and can be used in many places of your companies process. In this video, we talk specifically about sales & marketing service level agreements. *** More Information *** Become part of the community: http://bit.ly/2TMuMkO Want to learn about more http://bit.ly/2V12iDM sales, marketing, and service terms? Watch HubSpot updates: http://bit.ly/2YRhTF2 Watch HubSpot tutorials: http://bit.ly/2YQaC8m Watch Sprocket Talk Unpacked: http://bit.ly/2YUXtdY Watch more HubSpot Conversations tutorials: http://bit.ly/2YValkH Learn more about Sprocket Talk: https://sprockettalk.com Learn more about Impulse Creative: https://impulsecreative.com Learn more about HubSpot: http://bit.ly/2PuHaQh Learn about HubSpot workshops: http://bit.ly/2Z0uy8G #marketing #sales #business #hubspot #hubspotcrm #sprockettalk #hubspoteducation #service #inboundmarketing #marketingtips #contentmarketing #biztips #marketinghelp

Simon and Nicki cover almost 100 updates! Check out the chapter timings to see where things of interest to you might be. Infrastructure 00:42 Storage 1:17 Databases 4:14 Analytics 8:28 Compute 9:52 IoT 15:17 End User Computing 17:40 Machine Learning 19:10 Networking 21:57 Developer Tools 23:21 Application Integration 25:42 Game Tech 26:29 Media 27:37 Management and Governance 28:11 Robotics 30:35 Security 31:30 Solutions 32:40 Topic || Infrastructure In the Works – AWS Region in Indonesia | https://aws.amazon.com/blogs/aws/in-the-works-aws-region-in-indonesia/ Topic || Storage New Amazon S3 Storage Class – Glacier Deep Archive | https://aws.amazon.com/blogs/aws/new-amazon-s3-storage-class-glacier-deep-archive/ File Gateway Supports Amazon S3 Object Lock - Amazon Web Services | https://aws.amazon.com/about-aws/whats-new/2019/03/file-gateway-supports-amazon-s3-object-lock/ AWS Storage Gateway Tape Gateway Deep Archive | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-storage-gateway-service-integrates-tape-gateway-with-amazon-s3-glacier-deeparchive-storage-class/ AWS Transfer for SFTP supports AWS Privatelink – Amazon Web Services | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-transfer-for-sftp-now-supports-aws-privatelink/ Amazon FSx for Lustre Now Supports Access from Amazon Linux | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-fsx-for-lustre-now-supports-access-from-amazon-linux/ AWS introduces CSI Drivers for Amazon EFS and Amazon FSx for Lustre | https://aws.amazon.com/about-aws/whats-new/2019/04/aws-introduces-csi-drivers-for-amazon-efs-and-amazon-fsx-for-lus/ Topic || Databases Amazon DynamoDB drops the price of global tables by eliminating associated charges for DynamoDB Streams | https://aws.amazon.com/about-aws/whats-new/2019/04/amazon-dynamodb-drops-the-price-of-global-tables-by-eliminating-associated-charges-for-dynamodb-streams/ Amazon ElastiCache for Redis 5.0.3 enhances I/O handling to boost performance | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-elasticache-for-redis-503-enhances-io-handling-to-boost-performance/ Amazon Redshift announces Concurrency Scaling: Consistently fast performance during bursts of user activity | https://aws.amazon.com/about-aws/whats-new/2019/03/AmazonRedshift-ConcurrencyScaling/ Performance Insights is Generally Available on Amazon RDS for MariaDB | https://aws.amazon.com/about-aws/whats-new/2019/03/performance-insights-is-generally-available-for-mariadb/ Amazon RDS adds support for MySQL Versions 5.7.25, 5.7.24, and MariaDB Version 10.2.21 | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-rds-mysql-minor-5725-5725-and-mariadb-10221/ Amazon Aurora with MySQL 5.7 Compatibility Supports GTID-Based Replication | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-aurora-with-mysql-5-7-compatibility-supports-gtid-based-replication/ PostgreSQL 11 now Supported in Amazon RDS | https://aws.amazon.com/about-aws/whats-new/2019/03/postgresql11-now-supported-in-amazon-rds/ Amazon Aurora with PostgreSQL Compatibility Supports Logical Replication | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-aurora-with-postgresql-compatibility-supports-logical-replication/ Restore an Encrypted Amazon Aurora PostgreSQL Database from an Unencrypted Snapshot | https://aws.amazon.com/about-aws/whats-new/2019/03/restore-an-encrypted-aurora-postgresql-database-from-an-unencrypted-snapshot/ Amazon RDS for Oracle Now Supports In-region Read Replicas with Active Data Guard for Read Scalability and Availability | https://aws.amazon.com/about-aws/whats-new/2019/03/Amazon-RDS-for-Oracle-Now-Supports-In-region-Read-Replicas-with-Active-Data-Guard-for-Read-Scalability-and-Availability/ AWS Schema Conversion Tool Adds Support for Migrating Oracle ETL Jobs to AWS Glue | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-schema-conversion-tool-adds-support-for-migrating-oracle-etl/ AWS Schema Conversion Tool Adds New Conversion Features | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-sct-adds-support-for-new-endpoints/ Amazon Neptune Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-neptune-announces-service-level-agreement/ Topic || Analytics Amazon QuickSight Announces General Availability of ML Insights | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon_quicksight_announced_general_availability_of_mL_insights/ AWS Glue enables running Apache Spark SQL queries | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-glue-enables-running-apache-spark-sql-queries/ AWS Glue now supports resource tagging | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-glue-now-supports-resource-tagging/ Amazon Kinesis Data Analytics Supports AWS CloudTrail Logging | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-kinesis-data-analytics-supports-aws-cloudtrail-logging/ Tag-on Create and Tag-Based IAM Application for Amazon Kinesis Data Firehose | https://aws.amazon.com/about-aws/whats-new/2019/03/tag-on-create-and-tag-based-iam-application-for-amazon-kinesis-data-firehose/ Topic || Compute Amazon EKS Introduces Kubernetes API Server Endpoint Access Control | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-eks-introduces-kubernetes-api-server-endpoint-access-cont/ Amazon EKS Opens Public Preview of Windows Container Support | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-eks-opens-public-preview-of-windows-container-support/ Amazon EKS now supports Kubernetes version 1.12 and Cluster Version Updates Via CloudFormation | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-eks-now-supports-kubernetes-version-1-12-and-cluster-vers/ New Local Testing Tools Now Available for Amazon ECS | https://aws.amazon.com/about-aws/whats-new/2019/03/new-local-testing-tools-now-available-for-amazon-ecs/ AWS Fargate and Amazon ECS Support External Deployment Controllers for ECS Services | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-fargate-and-amazon-ecs-support-external-deployment-controlle/ AWS Fargate PV1.3 adds secrets and enhanced container dependency management | https://aws.amazon.com/about-aws/whats-new/2019/04/aws-fargate-pv1-3-adds-secrets-and-enhanced-container-dependency/ AWS Event Fork Pipelines – Nested Applications for Event-Driven Serverless Architectures | https://aws.amazon.com/about-aws/whats-new/2019/03/introducing-aws-event-fork-pipelines-nested-applications-for-event-driven-serverless-architectures/ New Amazon EC2 M5ad and R5ad Featuring AMD EPYC Processors are Now Available | https://aws.amazon.com/about-aws/whats-new/2019/03/new-amazon-ec2-m5ad-and-r5ad-featuring-amd-epyc-processors-are-now-available/ Announcing the Ability to Pick the Time for Amazon EC2 Scheduled Events | https://aws.amazon.com/about-aws/whats-new/2019/03/announcing-the-ability-to-pick-the-time-for-amazon-ec2-scheduled-events/ Topic || IoT AWS IoT Analytics now supports Single Step Setup of IoT Analytics Resources | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-iot-analytics-now-supports-single-step-setup-of-iot-analytic/ AWS IoT Greengrass Adds New Connector for AWS IoT Analytics, Support for AWS CloudFormation Templates, and Integration with Fleet Indexing | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-iot-greengrass-adds-new-connector-aws-iot-analytics-support-aws-cloudformation-templates-integration-fleet-indexing/ AWS IoT Device Tester v1.1 is Now Available for AWS IoT Greengrass v1.8.0 | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-iot-device-tester-now-available-aws-iot-greengrass-v180/ AWS IoT Core Now Supports HTTP REST APIs with X.509 Client Certificate-Based Authentication On Port 443 | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-iot-core-now-supports-http-rest-apis-with-x509-client-certificate-based-authentication-on-port-443/ Generate Fleet Metrics with New Capabilities of AWS IoT Device Management | https://aws.amazon.com/about-aws/whats-new/2019/03/generate-fleet-metrics-with-new-capabilities-of-aws-iot-device-management/ Topic || End User Computing Amazon AppStream 2.0 Now Supports iPad and Android Tablets and Touch Gestures | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-appstream-2-0-now-supports-ipad-and-android-tablets-and-t/ Amazon WorkDocs Drive now supports offline content and offline search | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-workdocs-drive-now-supports-offline-content-and-offline-s/ Introducing Amazon Chime Business Calling | https://aws.amazon.com/about-aws/whats-new/2019/03/introducing-amazon-chime-business-calling/ Introducing Amazon Chime Voice Connector | https://aws.amazon.com/about-aws/whats-new/2019/03/introducing-amazon-chime-voice-connector/ Alexa for Business now lets you create Alexa skills for your organization using Skill Blueprints | https://aws.amazon.com/about-aws/whats-new/2019/03/alexa-for-business-now-lets-you-create-alexa-skills-for-your-org/ Topic || Machine Learning New AWS Deep Learning AMIs: Amazon Linux 2, TensorFlow 1.13.1, MXNet 1.4.0, and Chainer 5.3.0 | https://aws.amazon.com/about-aws/whats-new/2019/03/new-aws-deep-learning-amis-amazon-linux2-tensorflow-13-1-mxnet1-4-0-chainer5-3-0/ Introducing AWS Deep Learning Containers | https://aws.amazon.com/about-aws/whats-new/2019/03/introducing-aws-deep-learning-containers/ Amazon Transcribe now supports speech-to-text in German and Korean | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-transcribe-now-supports-speech-to-text-in-german-and-korean/ Amazon Transcribe enhances custom vocabulary with custom pronunciations and display forms | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-transcribe-enhances-custom-vocabulary-with-custom-pronunciations-and-display-forms/ Amazon Comprehend now supports AWS KMS Encryption | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-comprehend-now-supports-aws-kms-encryption/ New Setup Tool To Get Started Quickly with Amazon Elastic Inference | https://aws.amazon.com/about-aws/whats-new/2019/04/new-python-script-to-get-started-quickly-with-amazon-elastic-inference/ Topic || Networking Application Load Balancers now Support Advanced Request Routing | https://aws.amazon.com/about-aws/whats-new/2019/03/application-load-balancers-now-support-advanced-request-routing/ Announcing Multi-Account Support for Direct Connect Gateway | https://aws.amazon.com/about-aws/whats-new/2019/03/announcing-multi-account-support-for-direct-connect-gateway/ Topic || Developer Tools AWS App Mesh is now generally available | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-app-mesh-is-now-generally-available/ The AWS Toolkit for IntelliJ is Now Generally Available | https://aws.amazon.com/about-aws/whats-new/2019/03/the-aws-toolkit-for-intellij-is-now-generally-available/ The AWS Toolkit for Visual Studio Code (Developer Preview) is Now Available for Download from in the Visual Studio Marketplace | https://aws.amazon.com/about-aws/whats-new/2019/03/the-aws-toolkit-for-visual-studio-code--developer-preview--is-now-available-for-download-from-vs-marketplace/ AWS Cloud9 announces support for Ubuntu development environments | https://aws.amazon.com/about-aws/whats-new/2019/04/aws-cloud9-announces-support-for-ubuntu-development-environments/ Amplify Framework Adds Enhancements to Authentication for iOS, Android, and React Native Developers | https://aws.amazon.com/about-aws/whats-new/2019/03/amplify-framework-adds-enhancements-to-authentication-for-ios-android-and-react-native-developers/ AWS CodePipeline Adds Action-Level Details to Pipeline Execution History | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-codepipeline-adds-action-level-details-to-pipeline-execution-history/ Topic || Application Integration Amazon API Gateway Improves API Publishing and Adds Features to Enhance User Experience | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-api-gateway-improves-api-publishing-and-adds-features/ Topic || Game Tech AWS Whats New - Lumberyard Beta 118 - Amazon Web Services | https://aws.amazon.com/about-aws/whats-new/2019/03/over-190-updates-come-to-lumberyard-beta-118-available-now/ Amazon GameLift Realtime Servers Now in Preview | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-gamelift-realtime-servers-now-in-preview/ Topic || Media Services Detailed Job Progress Status and Server-Side S3 Encryption Now Available with AWS Elemental MediaConvert | https://aws.amazon.com/about-aws/whats-new/2019/03/detailed-job-progress-status-and-server-side-s3-encryption-now-available-with-aws-elemental-mediaconvert/ Introducing Live Streaming with Automated Multi-Language Subtitling | https://aws.amazon.com/about-aws/whats-new/2019/03/introducing-live-streaming-with-automated-multi-language-subtitling/ Video on Demand Now Leverages AWS Elemental MediaConvert QVBR Mode | https://aws.amazon.com/about-aws/whats-new/2019/04/video-on-demand-now-leverages-aws-elemental-mediaconvert-qvbr-mode/ Topic || Management and Governance Use AWS Config Rules to Remediate Noncompliant Resources | https://aws.amazon.com/about-aws/whats-new/2019/03/use-aws-config-to-remediate-noncompliant-resources/ AWS Config Now Supports Tagging of AWS Config Resources | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-config-now-supports-tagging-of-aws-config-resources/ Now You Can Query Based on Resource Configuration Properties in AWS Config | https://aws.amazon.com/about-aws/whats-new/2019/03/now-you-can-query-based-on-resource-configuration-properties-in-aws-config/ AWS Config Adds Support for Amazon API Gateway | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-config-adds-support-for-amazon-api-gateway/ Amazon Inspector adds support for Amazon EC2 A1 instances | https://aws.amazon.com/about-aws/whats-new/2019/03/amazon-inspector-adds-support-for-amazon-ec2-a1-instances/ Service control policies in AWS Organizations enable fine-grained permission controls | https://aws.amazon.com/about-aws/whats-new/2019/03/service-control-policies-enable-fine-grained-permission-controls/ You can now use resource level policies for Amazon CloudWatch Alarms | https://aws.amazon.com/about-aws/whats-new/2019/04/you-can-now-use-resource-level-permissions-for-amazon-cloudwatch/ Amazon CloudWatch Launches Search Expressions | https://aws.amazon.com/about-aws/whats-new/2019/04/amazon-cloudwatch-launches-search-expressions/ AWS Systems Manager Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-systems-manager-announces-service-level-agreement/ Topic || Robotics AWS RoboMaker Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-robomaker-announces-service-level-agreement/ AWS RoboMaker announces new build and bundle feature that makes it up to 10x faster to update a simulation job or a robot | https://aws.amazon.com/about-aws/whats-new/2019/03/robomaker-new-build-and-bundle/ Topic || Security Announcing the renewal command for AWS Certificate Manager | https://aws.amazon.com/about-aws/whats-new/2019/03/Announcing-the-renewal-command-for-AWS-Certificate-Manager/ AWS Key Management Service Increases API Requests Per Second Limits | https://aws.amazon.com/about-aws/whats-new/2019/03/aws-key-management-service-increases-api-requests-per-second-limits/ Announcing AWS Firewall Manager Support For AWS Shield Advanced | https://aws.amazon.com/about-aws/whats-new/2019/03/announcing-aws-firewall-manager-support-for-aws-shield-advanced/ Topic || Solutions New AWS SAP Navigate Track | https://aws.amazon.com/about-aws/whats-new/2019/03/sap-navigate-track/ Deploy Micro Focus PlateSpin Migrate on AWS with New Quick Start | https://aws.amazon.com/about-aws/whats-new/2019/03/deploy-micro-focus-platespin-migrate-on-aws-with-new-quick-start/

Simon guides you through lots of new features, services and capabilities that you can take advantage of. Including the new AWS Backup service, more powerful GPU capabilities, new SLAs and much, much more! Chapters: Service Level Agreements 0:17 Storage 0:57 Media Services 5:08 Developer Tools 6:17 Analytics 9:54 AI/ML 12:07 Database 14:47 Networking & Content Delivery 17:32 Compute 19:02 Solutions 21:57 Business Applications 23:38 AWS Cost Management 25:07 Migration & Transfer 25:39 Application Integration 26:07 Management & Governance 26:32 End User Computing 29:22 Links: Topic || Service Level Agreements 0:17 Amazon Kinesis Data Firehose Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-kinesis-data-firehose-announces-99-9-service-level-agreement/ Amazon Kinesis Data Streams Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-kinesis-data-streams-announces-99-9-service-level-agreement/ Amazon Kinesis Video Streams Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-kinesis-video-streams-announces-99-9-service-level-agreement/ Amazon EKS Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/-amazon-eks-announces-99-9--service-level-agreement-/ Amazon ECR Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-ecr-announces-99-9--service-level-agreement/ Amazon Cognito Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-cognito-announces-99-9-service-level-agreement/ AWS Step Functions Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-step-functions-announces-service-level-agreement/ AWS Secrets Manager Announces Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/AWS-Secrets-Manager-announces-service-level-agreement/ Amazon MQ Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-mq-announces-service-level-agreement/ Topic || Storage 0:57 Introducing AWS Backup | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-aws-backup/ Introducing Amazon Elastic File System Integration with AWS Backup | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-amazon-elastic-file-system-integration-with-aws-backup/ AWS Storage Gateway Integrates with AWS Backup - Amazon Web Services | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-storage-gateway-integrates-with-aws-backup-to-protect-volume/ AWS Backup Integrates with Amazon DynamoDB for Centralized and Automated Backup Management | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-backup-integrates-with-amazon-DynamoDB-for-centralized-and-automated-backup-management/ Amazon EBS Integrates with AWS Backup to Protect Your Volumes | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-ebs-integrates-with-aws-backup-to-protect-your-volumes/ AWS Storage Gateway Volume Detach & Attach - Amazon Web Services | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-storage-gateway-introduces-volume-detach-and-attach-feature-/ AWS Storage Gateway - Tape Gateway Performance | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-storage-gateway-announces-increased-throughput-performance-for-tape-gateway/ Amazon FSx for Lustre Offers New Options and Faster Speeds for Working with S3 Data | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-fsx-for-lustre-offers-new-options-and-faster-speeds/ Topic || Media Services 5:08 AWS Elemental MediaConvert Adds IMF Input and Enhances Caption Burn-In Support | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-elemental-mediaconvert-adds-imf-input-enhances-caption-burn-in-support/ AWS Elemental MediaLive Adds Support for AWS CloudTrail | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-elemental-medialive-adds-support-for-aws-cloudtrail/ AWS Elemental MediaLive Now Supports Resource Tagging | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-elemental-medialive-now-supports-resource-tagging/ AWS Elemental MediaLive Adds I-Frame-Only HLS Manifests and JPEG Outputs | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-elemental-medialive-add-i-frame-only-hls-manifest-and-jpeg-outputs/ Topic || Developer Tools 6:17 Amazon Corretto is Now Generally Available | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-corretto-is-now-generally-available/ AWS CodePipeline Now Supports Deploying to Amazon S3 | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-codepipeline-now-supports-deploying-to-amazon-s3/ AWS Cloud9 Supports AWS CloudTrail Logging | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-cloud9-supports-aws-cloudtrail-logging/ AWS CodeBuild Now Supports Accessing Images from Private Docker Registry | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-codebuild-now-supports-accessing-images-from-private-docker-registry/ Develop and Test AWS Step Functions Workflows Locally | https://aws.amazon.com/about-aws/whats-new/2019/02/develop-and-test-aws-step-functions-workflows-locally/ AWS X-Ray SDK for .NET Core is Now Generally Available | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-x-ray-net-core-sdk-generally-available/ Topic || Analytics 9:54 Amazon Elasticsearch Service doubles maximum cluster capacity with 200 node cluster support | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-elasticsearch-service-doubles-maximum-cluster-capacity-with-200-node-cluster-support/ Amazon Elasticsearch Service announces support for Elasticsearch 6.4 | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-elasticsearch-service-announces-support-for-elasticsearch-6-4/ Amazon Elasticsearch Service now supports three Availability Zone deployments | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-elasticsearch-service-now-supports-three-availability-zone-deployments/ Now bring your own KDC and enable Kerberos authentication in Amazon EMR | https://aws.amazon.com/about-aws/whats-new/2019/01/now_bring_your_own_kdc_and_enable_kerberos_authentication_in_amazon_emr/ Source code for the AWS Glue Data Catalog client for Apache Hive Metastore is now available for download | https://aws.amazon.com/about-aws/whats-new/2019/02/source-code-for-the-aws-glue-data-catalog-client-for-apache-hive-metatore-is-now-available-for-download/ Topic || AI/ML 12:07 Amazon Comprehend is now Integrated with AWS CloudTrail | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-comprehend-is-now-integrated-with-aws-cloudtrail/ Object Bounding Boxes and More Accurate Object and Scene Detection are now Available for Amazon Rekognition Video | https://aws.amazon.com/about-aws/whats-new/2019/01/object-bounding-boxes-and-more-accurate-object-and-scene-detection-are-now-available-for-amazon-rekognition-video/ Amazon Elastic Inference Now Supports TensorFlow 1.12 with a New Python API | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-elastic-inference-supports-tensorflow-1-12-with-a-python-api/ New in AWS Deep Learning AMIs: Updated Elastic Inference for TensorFlow, TensorBoard 1.12.1, and MMS 1.0.1 | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-deep-learning-amis-now-support-elastic-inference-for-tensorflow-tensorboard1-12-1-mms101/ Amazon SageMaker Batch Transform Now Supports TFRecord Format | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-sagemaker-batch-transform-now-supports-tfrecord-format/ Amazon Transcribe Now Supports US Spanish Speech-to-Text in Real Time | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-transcribe-now-supports-us-spanish-speech-to-text-in-real-time/ Topic || Database 14:47 Amazon Redshift now runs ANALYZE automatically | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-redshift-auto-analyze/ Introducing Python Shell Jobs in AWS Glue | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-python-shell-jobs-in-aws-glue/ Amazon RDS for PostgreSQL Now Supports T3 Instance Types | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-rds-postgresql-now-supports-t3-instance-types/ Amazon RDS for Oracle Now Supports T3 Instance Types | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-rds-for-oracle-now-supports-t3-instance-types/ Amazon RDS for Oracle Now Supports SQLT Diagnostics Tool Version 12.2.180725 | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-rds-oracle-now-supports-sqlt-diagnostics-tool-122180725/ Amazon RDS for Oracle Now Supports January 2019 Oracle Patch Set Updates (PSU) and Release Updates (RU) | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-rds-oracle-supports-jan-2019-oracle-psu/ Amazon DynamoDB Local Adds Support for Transactional APIs, On-Demand Capacity Mode, and 20 GSIs | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-dynamodb-local-adds-support-for-transactional-apis-on-demand-capacity-mode-and-20-gsis/ Topic || Networking & Content Delivery 17:32 Network Load Balancer Now Supports TLS Termination | https://aws.amazon.com/about-aws/whats-new/2019/01/network-load-balancer-now-supports-tls-termination/ Amazon CloudFront announces six new Edge locations across United States and France | https://aws.amazon.com/about-aws/whats-new/2019/02/cloudfront-feb2019-6locations/ AWS Site-to-Site VPN Now Supports IKEv2 | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-site-to-site-vpn-now-supports-ikev2/ VPC Route Tables Support up to 1,000 Static Routes | https://forums.aws.amazon.com/ann.jspa?annID=6554 Topic || Compute 19:02 Announcing a 25% price reduction for Amazon EC2 X1 Instances in the Asia Pacific (Mumbai) AWS Region | https://aws.amazon.com/about-aws/whats-new/2019/02/announcing-a-25-percent-price-reduction-for-amazon-ec2-x1-instances-in-the-asia-pacific-mumbai-aws-region/ Amazon EKS Achieves ISO and PCI Compliance | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-eks-achieves-iso-and-pci-compliance/ AWS Fargate Now Has Support For AWS PrivateLink | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-fargate-now-has-support-for-aws-privatelink/ AWS Elastic Beanstalk Adds Support for Ruby 2.6 | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-elastic-beanstalk-adds-support-for-ruby-26/ AWS Elastic Beanstalk Adds Support for .NET Core 2.2 | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-elastic-beanstalk-adds-support-for-net-core-22/ Amazon ECS and Amazon ECR now have support for AWS PrivateLink | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-fargate--amazon-ecs--and-amazon-ecr-now-have-support-for-aws/ GPU Support for Amazon ECS now Available | https://aws.amazon.com/about-aws/whats-new/2019/02/gpu-support-for-amazon-ecs-now-available/ AWS Batch now supports Amazon EC2 A1 Instances and EC2 G3s Instances | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-batch-now-supports-amazon-ec2-a1-instances-and-ec2-g3s-insta/ Topic || Solutions 21:57 Deploy Micro Focus Enterprise Server on AWS with New Quick Start | https://aws.amazon.com/about-aws/whats-new/2019/01/deploy-micro-focus-enterprise-server-on-aws-with-new-quick-start/ AWS Public Datasets Now Available from UK Meteorological Office, Queensland Government, University of Pennsylvania, Buildzero, and Others | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-public-datasets-now-available/ Quick Start Update: Active Directory Domain Services on the AWS Cloud | https://aws.amazon.com/about-aws/whats-new/2019/02/quick-start-update-active-directory-domain-services-on-aws/ Introducing the Media2Cloud solution | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-the-media2cloud-solution/ Topic || Business Applications 23:38 Alexa for Business now offers IT admins simplified workflow to setup shared devices | https://aws.amazon.com/about-aws/whats-new/2019/01/alexa-for-business-now-offers-it-admins-simplified-workflow-to-s/ Topic || AWS Cost Management 25:07 Introducing Normalized Units Information for Amazon EC2 Reservations in AWS Cost Explorer | https://aws.amazon.com/about-aws/whats-new/2019/02/normalized-units-information-for-amazon-ec2-reservations-in-aws-cost-explorer/ Topic || Migration & Transfer 25:39 AWS Migration Hub Now Supports Importing On-Premises Server and Application Data to Track Migration Progress | https://aws.amazon.com/about-aws/whats-new/2019/01/AWSMigrationHubImport/ Topic || Application Integration 26:07 Amazon SNS Message Filtering Adds Support for Multiple String Values in Blacklist Matching | https://aws.amazon.com/about-aws/whats-new/2019/02/amazon-sns-message-filtering-adds-support-for-multiple-string-values-in-blacklist-matching/ Topic || Management & Governance 26:32 AWS Trusted Advisor Expands Functionality With New Best Practice Checks | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-trusted-advisor-expands-functionality/ AWS Systems Manager State Manager Now Supports Management of In-Guest and Instance-Level Configuration | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-systems-manager-state-manager-now-supports-management-of-in-guest-and-instance-level-configuration/ AWS Config Increases Default Limits for AWS Config Rules | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-config-increases-default-limits-for-aws-config-rules/ Introducing AWS CloudFormation UpdateReplacePolicy Attribute | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-aws-cloudformation-updatereplacepolicy-attribute/ Automate WebSocket API Creation in Amazon API Gateway Using AWS CloudFormation | https://aws.amazon.com/about-aws/whats-new/2019/02/automate-websocket-api-creation-in-api-gateway-with-cloudformation/ AWS OpsWorks for Chef Automate and AWS OpsWorks for Puppet Enterprise Now Support AWS CloudFormation | https://aws.amazon.com/about-aws/whats-new/2019/02/aws-opsworks-for-chef-automate-and-aws-opsworks-for-puppet-enter/ Find And Update Access Keys, Password, And MFA Settings Easily Using The AWS Management Console | https://aws.amazon.com/about-aws/whats-new/2019/01/my-security-credentials/ Amazon CloudWatch Agent Adds Support for Procstat Plugin and Multiple Configuration Files | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-cloudwatch-agent-adds-support-for-procstat-plugin-and-multiple-configuration-files/ Improve Security Of Your AWS SSO Users Signing In To The User Portal By Using Email-based Verification | https://aws.amazon.com/about-aws/whats-new/2019/01/email-based-verification-for-sso/ Topic || End User Computing 29:22 Introducing Amazon WorkLink | https://aws.amazon.com/about-aws/whats-new/2019/01/introducing-amazon-worklink/ AppStream 2.0 enables custom scripts before session start and after session termination | https://aws.amazon.com/about-aws/whats-new/2019/02/appstream-2-0-enables-custom-scripts-before-session-start-and-af/

Simon takes you through a nice mix of updates and new things to take advantage of - even a price drop! Chapters: Service Level Agreements 00:19 Price Reduction 1:15 Databases 2:09 Service Region Expansion 3:52 Analytics 5:23 Machine Learning 7:13 Compute 7:55 IoT 9:37 Management 10:43 Mobile 11:33 Desktop 12:30 Certification 13:11 Shownotes: Topic || Service Level Agreements 00:19 Amazon API Gateway announces service level agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/api-gateway-introduces-service-level-agreement/ Amazon EMR Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-emr-announces-99-9-service-level-agreement/ Amazon EFS Announces 99.9% Service Level Agreement | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-efs-announces-99-9-service-level-agreement/ AWS Direct Connect Service Level Agreement | https://aws.amazon.com/directconnect/sla/ Topic || Price Reduction 1:15 Announcing AWS Fargate Price Reduction by Up To 50% | https://aws.amazon.com/about-aws/whats-new/2019/01/announcing-aws-fargate-price-reduction-by-up-to-50-/ Topic || Databases 2:09 Introducing Amazon DocumentDB (with MongoDB compatibility) – Generally available | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-documentdb-with-mongodb-compatibility-generally-available/ AWS Database Migration Service Now Supports Amazon DocumentDB with MongoDB compatibility as a target | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-database-migration-service-adds-support-for-amazon-documentdb/ Topic || Service Region Expansion 3:52 Amazon EC2 High Memory Instances are Now Available in Additional AWS Regions | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-ec2-high-memory-instances-are-now-available-in-additional-aws-regions/ Amazon Neptune is Now Available in Asia Pacific (Sydney) | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon_neptune_is_now_available_in_sydney/ Amazon EKS Available in Seoul Region | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-eks-available-in-seoul-region/ AWS Glue is now available in the AWS EU (Paris) Region | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-glue-is-now-available-in-the-aws-eu-paris-region/ Amazon EC2 X1e Instances are Now Available in the Asia Pacific (Seoul) AWS Region | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-ec2-x1e-instances-are-now-available-in-the-asia-pacific-seoul-aws-region/ Amazon Pinpoint is now available in three additional regions | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-pinpoint-is-now-available-in-three-additional-regions/ Topic || Analytics 5:23 Amazon QuickSight Launches Pivot Table Enhancements, Cross-Schema Joins and More | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-quickSight-launche-pivot-table-enhancements-cross-schema-joins-and-more/ Topic || Machine Learning 7:13 Amazon SageMaker now supports encrypting all inter-node communication for distributed training | https://docs.aws.amazon.com/sagemaker/latest/dg/train-encrypt.html Topic || Compute 7:55 Amazon EC2 Spot now Provides Results for the “Describe Spot Instance Request” in Multiple Pages | https://aws.amazon.com/about-aws/whats-new/2019/01/amazon-ec2-spot-now-supports-paginated-describe-for-spot-instance-requests/ Announcing Windows Server 2019 AMIs for Amazon EC2 | https://aws.amazon.com/about-aws/whats-new/2018/12/announcing-windows-server-2019-amis-for-amazon-ec2/ AWS Step Functions Now Supports Resource Tagging | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-step-functions-now-supports-resource-tagging/ Topic || IoT 9:37 AWS IoT Core Now Enables Customers to Store Messages for Disconnected Devices | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-iot-core-now-enables-customers-to-store-messages-for-disconnected-devices/ Renesas RX65N System on Chip is Qualified for Amazon FreeRTOS | https://aws.amazon.com/about-aws/whats-new/2019/01/renesas-rx65n-system-on-chip-qualified-for-amazon-freertos/ Topic || Management 10:43 AWS Config adds support for AWS Service Catalog | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-config-adds-support-for-aws-service-catalog/ AWS Single Sign-On Now Enables You to Direct Users to a Specific AWS Management Console Page | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-single-sign-on-now-enables-you-to-direct-users-to-a-specific-aws-management-console-page/ Topic || Mobile 11:33 aws-device-farm-now-supports-appium-node.js-and-appium-ruby | https://aws.amazon.com/about-aws/whats-new/2019/01/aws-device-farm-now-supports-appium-nodejs-and-appium-ruby/ Topic || Desktop 12:30 Deploy Citrix Virtual Apps and Desktops Service on AWS with New Quick Start | https://aws.amazon.com/about-aws/whats-new/2019/01/deploy-citrix-virtual-apps-and-desktops-service-on-aws-with-new-quick-start/ Topic || Certification 13:11 Announcing the AWS Certified Alexa Skill Builder - Specialty Beta Exam | https://aws.amazon.com/about-aws/whats-new/2019/01/announcing-aws-certified-alexa-skill-builder-beta-exam/

Simon takes you through another BIG set of updates - what will catch your imagination? Shownotes: AWS re:Invent 2018: https://reinvent.awsevents.com/ AWS Public Sector Summit Canberra: https://aws.amazon.com/summits/canberra-public-sector/ Amazon QuickSight announces Pay-per-Session pricing, Private VPC Connectivity and more! | https://aws.amazon.com/about-aws/whats-new/2018/05/Amazon-QuickSight-announces-Pay-per-Session-pricing-Private-VPC-Connectivity-and-more/ Introducing Amazon EC2 M5d Instances | https://aws.amazon.com/about-aws/whats-new/2018/06/introducing-amazon-ec2-m5d-instances/ Amazon Polly Introduces a New French Female Voice, Léa | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-polly-introduces-a-new-french-female-voice-lea/ Amazon Neptune is now generally available to build fast, reliable graph applications | https://aws.amazon.com/about-aws/whats-new/2018/05/amazon-neptune-is-now-generally-available/ Amazon Athena releases support for Views | https://aws.amazon.com/about-aws/whats-new/2018/06/athena-support-for-views/ Amazon Redshift Can Now COPY from Parquet and ORC File Formats | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-redshift-can-now-copy-from-parquet-and-orc-file-formats/ Amazon DynamoDB Announces 99.999% Service Level Agreement for Global Tables | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-dynamodb-announces-a-monthly-service-level-agreement/ Amazon DynamoDB Backup and Restore Regional Expansion | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-dynamodb-backup-and-restore-regional-expansion/ Amazon DynamoDB Accelerator (DAX) SDK for Go Now Available | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-dynamodb-accelerator--dax--sdk-for-go-now-available/ Introducing Optimize CPUs for Amazon RDS for Oracle | https://aws.amazon.com/about-aws/whats-new/2018/06/introducing-optimize-cpus-for-amazon-rds-for-oracle/ Announcing General Availability of Performance Insights | https://aws.amazon.com/about-aws/whats-new/2018/06/announcing-general-availability-of-performance-insights/ Amazon RDS for PostgreSQL Read Replicas now support Multi-AZ Deployments | https://aws.amazon.com/about-aws/whats-new/2018/06/rds-postgres-supports-readreplicas-multiaz/ AWS Database Migration Service Can Start Replication Anywhere in a Transaction Log | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-dms-can-start-replication-anywhere-in-a-transaction-log/ AWS Storage Gateway Adds SMB Support to Store and Access Objects in Amazon S3 Buckets | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-storage-gateway-adds-smb-support-to-store-objects-in-amazon-s3/ Amazon EBS Extends Elastic Volumes to Support EBS Magnetic (Standard) Volume Type | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-ebs-extends-elastic-volumes-to-support-ebs-magnetic--standard--volume-type/ AWS CloudFormation StackSets Supports Multiple Execution Roles and Selective Update Operation on Stack Instances | https://aws.amazon.com/about-aws/whats-new/2018/05/aws-cloudformation-stacksets-supports-multiple-execution-roles-a/ Introducing CloudFormation Support for AWS PrivateLink Resources | https://aws.amazon.com/about-aws/whats-new/2018/06/cloudformation-support-for-aws-privatelink-resources/ Application Load Balancer Simplifies User Authentication for Your Applications | https://aws.amazon.com/about-aws/whats-new/2018/05/application-load-balancer-simplifies-user-authentication-for-your-applications/ Amazon MQ Now Supports AWS CloudFormation | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-mq-now-supports-aws-cloudformation/ Application Load Balancer Adds New Security Policies Including Policy for Forward Secrecy | https://aws.amazon.com/about-aws/whats-new/2018/06/application-load-balancer-adds-new-security-policies-including-policy-for-forward-secrecy/ Amazon Cognito Now Supports Custom Domains for a Unified Login Experience | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-cognito-now-supports-custom-domains-for-a-unified-login-experience/ Amazon Cognito Protection for Unusual Sign-in Activity and Compromised Credentials Is Now Generally Available | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-cognito-advanced-security-features/ AWS Shield Advanced Announces New Onboarding Wizard | https://aws.amazon.com/about-aws/whats-new/2018/06/shield-advanced-onboarding-sign-up-wizard-drt-permission/ AWS WAF Announces Two New Features | https://aws.amazon.com/about-aws/whats-new/2018/06/waf-new-features-queryargs-cidr/ Amazon EC2 Auto Recovery is now available for Dedicated Instances | https://aws.amazon.com/about-aws/whats-new/2018/05/amazon-ec2-auto-recovery-is-now-available-for-dedicated-instances/ Amazon SageMaker Now Supports PyTorch and TensorFlow 1.8 | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-sagemaker-now-supports-pytorch-and-tensorflow-1-8/ Amazon SageMaker now Provides Chainer integration, Support for AWS CloudFormation, and Availability in the Asia Pacific (Tokyo) AWS Region | https://aws.amazon.com/about-aws/whats-new/2018/05/amazon-sagemaker-chainer-nrt-cloud-formation-support/ Amazon SageMaker Inference Calls are now supported on AWS PrivateLink | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-sagemaker-inference-calls-are-supported-on-aws-privatelink/ Now Clone a Model Training Job on the Amazon SageMaker Console | https://aws.amazon.com/about-aws/whats-new/2018/05/now-clone-a-model-training-job-on-the-amazon-sagemaker-console/ Automatic Model Tuning is now Generally Available | https://aws.amazon.com/about-aws/whats-new/2018/05/automatic-model-tuning-is-now-generally-available/ Announcing AWS DeepLens support for TensorFlow and Caffe, expanded MXNet layer support, integration with Kinesis Video Streams, new sample project, and availability to buy on Amazon.com | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-deeplens-tensorflow-caffe-mxnet-kinesis-video-streams-buy-now/ Amazon Elastic Container Service for Kubernetes Now Generally Available | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-elastic-container-service-for-kubernetes-eks-now-ga/ Amazon Sumerian Regional Expansions | https://aws.amazon.com/about-aws/whats-new/2018/06/Amazon-Sumerian-Regional-Expansions/ Amazon Sumerian Regional and Feature Expansion | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-sumerian-regional-and-feature-expansion/ Amazon API Gateway Supports Private APIs | https://aws.amazon.com/about-aws/whats-new/2018/06/api-gateway-supports-private-apis/ Amazon CloudWatch Adds VPC Endpoint Support to AWS PrivateLink | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-cloudwatch-adds-vpc-endpoint-support-to-aws-privatelink/ Announcing Amazon Linux 2 with Long Term Support (LTS) | https://aws.amazon.com/about-aws/whats-new/2018/06/announcing-amazon-linux-2-with-long-term-support/ AWS Introduces Amazon Linux WorkSpaces | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-introduces-amazon-linux-workspaces/ Amazon CloudWatch Metric Math Supports Bulk Transformations | https://aws.amazon.com/about-aws/whats-new/2018/06/Amazon-CloudWatch-Metric-Math-Supports-Bulk-Transformations/ AWS CloudTrail Event History Now Includes All Management Events | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-cloud-trail-event-history-now-includes-all-management-events/ Amazon ElastiCache for Redis announces support for Redis 4.0 with caching improvements and better memory management for high-performance in-memory data processing | https://aws.amazon.com/about-aws/whats-new/2018/06/amazon-elastiCache-for-redis-announces-support-for-redis-40/ AWS Config Introduces New Lower Pricing for AWS Config Rules | https://aws.amazon.com/about-aws/whats-new/2018/06/aws-config-introduces-new-lower-pricing-for-aws-config-rules/ AWS Marketplace Launches New Website Workflow | https://aws.amazon.com/about-aws/whats-new/2018/06/aws_marketplace_launches_new_website_workflow/

Chaos Engineering introduces failures across a system. This helps us evaluate how are system will perform when a failure occurs. Tammy Bütow, Principal Site Reliability Engineer at Gremlin, explains why Chaos Engineering emerged. We talked about the different types of chaos that can be introduced to a system: DNS related attacks, black hole attacks and database attacks. Tammy highlighted the importance of a Service Level Agreement and went over its components. The discussion continued with topics around what metrics to collect for monitoring, incident management, being on-call and tracking down an issue.

Don R. Crawley, CSP, DTM. Your Implicit Service Level Agreement Providers of service are quite familiar with the service level agreement, also known as an SLA. You may have a Service Level Agreement with a company that spells out exactly what you can expect from them in terms of network outages and response times, for example. That's an explicit SLA, because it explicitly calls out … Your Implicit Service Level Agreement Read More » Your Implicit Service Level Agreement Don Crawley

Papa Dude and Tony sit down to discuss how to get buy-in as a facility manager. In part one, Papa Dude and Tony describe three points to consider when working to get buy-in.1. Develop a common language. A lot of times, your C-suite doesn't speak your language and visa versa. Generally, this is because of a lack of understanding of responsibilities and goals.2. Lay out requirements in a needs format. Develop a Service Level Agreement with management so that expectations are clear. Help them understand what happens when requirements like fire, life and safety inspections are neglected because of your team being taken off task.3. Create a mutual understanding. Become a trusted advisor. You're the expert on the ground. If you develop a trusting relationship with the C-suite you are more likely to achieve more of your goals.Next week, Papa Dude and Tony will discuss how to get buy-in from your team. So stay subsribed for part 2!Please be sure to leave a review of this podcast and help other facility professionals find this free resource. Please visit our blog at http://www.facilitydude.com/blog for the latest insights on facility operations and management See acast.com/privacy for privacy and opt-out information.

Ben Fox co-founder of FlowPress, WPUniversity.com and Sidekick.pro shares smart ideas about pricing, building a team and having a greater vision for his new product offering. Embrace and address the challenge of pricing your new product by talking directly to your prospective customers to fine tune your offering to the needs of your different customer segments. Build a successful, sustainable product by finding engineers that are dedicated to your project and will stick with you for more than just the product launch. Even if you start building a product around needs in the WordPress universe, consider if your idea has application beyond the WordPress circle. Listening options Itunes:subscribe to MattReport Stitcher:subscribe to MattReport Viewing option What happened during the conversation between Matt and Ben (times correspond to video) 2:10 What's happening with WPUniversity? 3:30 How do you balance your time between client services, product development and new business development? 5:10 What was the genesis of the idea for Sidekick Pro? 6:55 How did you set up your partnership? 8:40 What is it like working in an business incubator or accelerator? 11:20 What kind of advice did you get from the accelerator group when WPEngine contacted you? 13:00 How are you setting the pricing for Sidekick Pro? It's easier to price on the enterprise level 15:45 How are you getting feedback from customers? 17:30 How are you balancing/managing the customer's requested features? 19:10 How are you using PivotalTracker to manage your process? 21:45 What is the biggest benefit to using PivotalTracker 23:40 How did you fairly assess what your team was capable of? 28:30 Why is it important to use a Service Level Agreement with clients? 32:00 What is a good way to craft a Service Level Agreement to use with your clients? 36:30 How much detail do you put in your statement of work (before the deposit is paid)? 41:15 How did you decide to reach beyond WordPress with Sidekick Pro? 47:00 What is planned for the EastMeetspress event? [contact-form subject='SLAs and contracts'][contact-field label='Name' type='name' required='1'/][contact-field label='Email' type='email' required='1'/][contact-field label='Let me know when there is a Matt Report ProCast available about creating service level agreements and contracts' type='checkbox' required='1'/][/contact-form] Resources Ben Fox @benjaminefox email: ben@sidekick.pro Sidekick.pro FlowPress (there is no website) WPUniversity.com New Rainmaker LeadPages Event: East Meets Press Trello Teamwork PivitalTracker Freshdesk Wave Accounting Leadin Acronymns Used SLA: service Level Agreement MRR: monthly recurring revenue SOW: statement of work ★ Support this podcast ★

Powered by: Dit programma wordt mogelijk genaakt door Vodafone. George Banken is een ondernemer uit Brabant. Dus heeft elke vestiging een Brabantse kroeg. Werkt uitstekend volgens Banken, want je kunt lekker met een klant een eitje eten met een kopje melk ipv zitten in een dikke boardroom.Als het gaat om het verlenen van service is hij helder. Alles is bij Detron georganiseerd als in een ziekenhuis:"Patient komt bloedend binnen, eerst helpen. Daarna zien we wel".Over de oude structuren van ICT service met uitgebreide SLA's:"De waarde van een SLA is 0. Wij hebben nu onze eerste klanten afgesloten op een a4tje.Hele branche zegt: Wat die Banken doet dat kan niet. Maar wij groeien en zij niet :)"Banken ziet SLA’s alleen maar als uitsluitingen. Waar ben ik NIET verantwoordelijk voor. Hij wil klanten niet meer vasthouden in een contract voor 5 jaar. Die modellen zijn voorbij. Zijn mensen zijn scherper omdat ze zich niet kunnen verschuilen achter een contract. Of zoals hij zegt:"Wij groeien autonoom omdat dienstverlening oprecht is."Ook aan de voorkant werkt Detron anders. Banken vindt dat salesmensen niet de hemel moeten beloven. Er gaan dingen mis en daar moet je eerlijk in zijn. Maar wel goed zaken oplossen.Alles wat je belooft waarmaken en eerlijke voorlichting.Detron is sterk aan het groeien in de retail: "Daar staat een kassa. Als die t niet doet, heb je een probleem. We doen alleen proven technology, niet de meest spannende oplossingen."Detron werkt voor klanten tot 2500 werkplekken, waaronder bijvoorbeeld Pathe en RTL. De combinatie ICT / Telecom laat Detron los. Telecom operator zaken heeft hij verkocht aan Ziggo.KPN is nog steeds de grote concurrent met € 1,5 miljard aan IT diensten.Naast infra is ook de markt van applicaties interessant voor Detron.Ook blikt Banken nog even terug naar de Qurius deal: 'Anderen boden meer'.Kernpunten uit zijn strategie:- Meer ketenverantwoordelijkheid. Single point of contact- Kosten reduceren is belangrijk salesargument- Beveiliging: tablets, smartphones, etc. wordt steeds belangrijker- Device management wordt daarom nieuwe unit- Vragen omtrent mobiliteit medewerker nemen toe, gaat hard nuDe manier om te pitchen? Prospects klanten laten bellen.Je eigen klanten zijn de beste reclame.Harder gaan groeien door cellenstructuur.Tot slot over Banken zelf:Hoelang hij nog doorgaat? Hij zou niet weten wat ie anders moest doen.Banken ziet zelf het nut niet van twitter en facebook. Wel van Linkedin.Decisionmakers zitten niet de hele dag op twitter, is zijn stelling.En of ie een goeie baas is?"Ik ben wel veel aanwezig, maar dat wil nog niet zeggen dat je een goeie baas bent :)"

How outsourcing can reduce costs and the importance of teamwork

Transcript -- How outsourcing can reduce costs and the importance of teamwork

How outsourcing can reduce costs and the importance of teamwork

Transcript -- How outsourcing can reduce costs and the importance of teamwork