Blackboard Private Cloud Services

Overview

Harry ChoiVice President, Cloud Services - International

Harry.Choi@blackboard.com

Blackboard Private Cloud Services

Cloud Services Network Operations Center (NOC) in Virginia, U.S.

Offering Services since 1999

8 production Tier-3+ Datacenters around the world

270+ Full-time resources based in 4 continents

Follow-the-sun 24x7x365 in-depth coverage

Highly Scalable, Reliable & Redundant Infrastructure

Currently managing 15 petabytes of storage

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Blackboard Private Cloud Datacenters

Calgary Virginia (x2)

Amsterdam Frankfurt Sydney (x2)

SingaporeBrazil AWS2015

Coming!

Operational Expectations on Blackboard

Blackboard technology is mission-critical to educational strategy

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Our Private Cloud Services Clients

1,400+ Educational Institutions15+ Million UsersFrom 8 Production Datacenters

We serve

around the world!

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Our Asia-Pacific Private Cloud Services Clients

1,400+ Educational Institutions15+ Million UsersFrom 8 Production Datacenters

We serve

around the world!

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2014 Support Metrics

Case Closure Rates:

Client Satisfaction Scores:

  Goal Actual1 Day 40% 50%3 Day 50% 66%7 Day 70% 82%

30 Day 90% 96%90 Day 99% 99%

Goal Actual90% 93%

*Over 9300 surveys received, 19% “take rate”

New in 2015:Adding a Tier1 Support Team in Monterrey, Mexico, expanding in-language support for Spanish and Brazilian Portuguese. Program launches in March.

2014 Infrastructure Availability

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Learn Availability (Sev-0 Incidents Only) By DataCenter

Month VA2 VA3 CAL1 AMS1 AMS2 SYD1 SYD2 FRA4 SIN1 Average

Jan-14 99.978% 99.754% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.970%

Feb-14 99.913% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.990%

Mar-14 99.599% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.955%

Apr-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

May-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Jun-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Jul-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Aug-14 100.000% 100.000% 99.763% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.974%

Sep-14 99.588% 99.588% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.908%

Oct-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Nov-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Dec-14 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000%

Total 99.924% 99.945% 99.980% 100.000% 100.000% 100.000% 100.000% 100.000% 100.000% 99.983%

Blackboard Cloud Services

With 1,400+ Blackboard Learn Licenses in Production, Blackboard Cloud Services has unmatched scaleand expertise in Learn

Foundation: Redundancy, Scalability, Tools & Coverage

Appropriate Service Levels for Risk Management

Implement Best Practices IT Services Management

Highest Value: Experience & Expertise of CS Team

Cloud Services

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Redundant & Secure Infrastructure

100% Power Guarantees

Multiple, Multi-path & Uncapped Tier-1 ISP Connectivity

Redundant, Highly-Available Network Architecture

Datacenter, Network & Data Security

Growth Capacity Provisioned

Homogeneous, Cookie-cutter-model systems deployment

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Security & Data Backups

Physical Security – 24x7 on-site security; CCTV; ID and biometric access control

Network Security – Firewalls; DDOS Mitigation 3rd Party Service; 3rd Party Audits; Security Team

Data Security – multi-layer & off-site data backups and 30-day retention

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Experience & Expertise

Reliability

Cost Control Security

Fully Managed Service Scalability

270+ Full time resources in 4 continents

Most experience and expertise on Blackboard applications worldwide

Management Team – 5 to 15 years in Blackboard Cloud Services Team

Depth: Tier 1,2&3 Support, Operations, DBA/DevOps, Application, Storage, Infrastructure, Datacenter & Project Management Resources available 24x7

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24x7 Monitoring & Management

24x7 Monitoring Tools in place – Blackboard Applications Specific, Network, Storage, Critical Systems

End-to-End User Experience Monitoring

24x7x365 Follow-the-sun upgrades, escalations management

Online Aggregate Usage Reporting Tool (“MH Insight”)

Centralized Enterprise Management System

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TrueSight Sample Report

Reports can be generated as needed to review end-to-end performance

Review of user satisfaction based on response times for requests

User satisfaction trends at various points in time

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Insight Reports Provide Historical Usage Data

Storage Usage

Historical Reporting & Graphs

Application Metrics

Bandwidth Usage

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Best Practices IT Services Management

Continual Service Improvement Practices: Daily Operations Review Meetings & Change Management

Review Board in place

Majority of managers certified on ITIL; emulating best of standards and methodologies, like ITIL, ISO, 6 Sigma and Gartner

Complete infrastructure refresh on 3-5 year cycle

Next Generation Technology Engineering Team resources, part of Cloud Services

All team member business objectives tied to Key Performance Indicators

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Bb Cloud Services Engagement Plans

Solutions that support progressive levels of requirement for uptime, growth and change management

Risk Management & Best Practices

Infrastructure and Support Baseline

24x7x365 Operations and

Support

Tier-3+ Data Center

Tier-1 Redundant Internet

Connections

Highly-Available Network & Storage

Systems

Redundant Data Backups

Entry-level & Small-scale Production

Environment

Standard Enterprise Environment

Technology Lifecycle Management

Partnership for Large-scale Growth

& Sustainability

SILVERGOLD

PLATINUMDIAMOND+

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Engagement Plan Overview….

Entry-level & Small-scale Production

Environment

Standard Enterprise Environment

Technology Lifecycle Management

Partnership for Large-scale Growth

& Sustainability

SILVERGOLD

PLATINUMDIAMOND+

For small institutions or departments

experiencing initial organic online

program growth

For medium-sized and larger

institutions whose online learning programs are

maturing

For institutions with a structured

and mature online education strategy

For institutions whose online

learning programs are at the core of their educational

mission

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Engagement Plans Details….

Capability Silver Gold Platinum Diamond+Uptime SLA 99.7% 99.8% 99.9% 99.9%

Test & Development Environment Optional Optional

Staging Environment Optional Optional *

Project Management: During On-Boarding and Data Migration n/a n/a

Project Management: Planning and Implementation of Upgrades n/a n/a

Service Delivery Management Team & Strategic Planning n/a n/a n/a

Weekly Review and Planning Calls & Annual On-Site Meetings n/a n/a n/a

Monthly Operational Status Reports n/a n/a n/a

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* Staging Environment for Platinum – available during upgrade periods only

Typical Questions

What Service Level Agreements (SLA) does Cloud Services offer?

What about planned maintenance windows?

What about disaster scenarios?

What to expect with migrating data/customizations to Cloud Services?

Visit to our datacenter?

Other questions?

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Cloud Services Core Value Propositions

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Reliability

Cost Control Security

Fully Managed Service Scalability

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