Americas
MiamiMay 12th – 13th
Licensing, pricing & support made simple
LD Weller – Snr. Director, Product Management
Copyright © 2014 CA. All rights reserved.
Today’s agenda
Pricing
Competitive pricing
Support
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Copyright © 2014 CA. All rights reserved.
Industry Challenges
Gartner states: “Between 2012 and 2016, one third of organizations will change backup vendors due to frustration over cost, complexity and/or capability.”
Source: Gartner, “Magic Quadrant for Enterprise Backup/Recovery Software”, Dave Russell, Pushan Rinnen, 5 June 2013
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Copyright © 2014 CA. All rights reserved.
Pricing & licensing made simple
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Before Thousands of SKUs
Dozens of options
Legacy pricing
Complex choices
After 5 primary SKUs
Simplified options
Competitive
Channel-friendly
Versions Includes Licensing OptionsPer TB Per Socket Per Workstation
Standard UDP File Server Protection Basic Tape N/A
Advanced All UDP Components Basic Tape N/A
Premium All UDP Components Premium Tape (ASBU) File-level Replication
N/A
Premium Plus All UDP Components Premium Tape (ASBU) Premium HA (RHA)
N/A
Workstation UDP Windows Workstation Protection
Basic TapeN/A N/A
Per-socket prices offered for both virtual
& physical servers.
Copyright © 2014 CA. All rights reserved.
Pricing & licensing made simple
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Copyright © 2014 CA. All rights reserved.
Migration made simple
Options / Editions Standard Advanced Premium Premium Plus Workstation
Includes Basic tape for UDP
Basic tape for UDP + imaging
app support
Premium tape + file-only replication
Premium tape + HA (RHA)
Basic tape for UDP
Managed Capacity (per
Terabyte)New New Existing Existing n/a
Per socket for physical servers or
hypervisors
Up to 6-Socket
“Essentials”
New
New
New
New
Existing
New
Existing
New
n/a
Per Workstation n/a n/a n/a n/a Existing
D2D maintenance
Fulfills Maintenance on arcserve® D2D Standard Server
Fulfills Maintenance on arcserve® D2D Advanced Server
Fulfills Maintenance
on arcserve® RPO bundle
Fulfills Maintenance on arcserve® RPO-
RTO bundle
Fulfills Maintenance on
arcserve® D2D Workstation
Applicable to VMware Essentials or Windows
SBS / Essentials Servers only
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Copyright © 2014 CA. All rights reserved.
Competitive pricing – per terabyte
arcserve UDPPremium Plus
arcserve UDPPremium
arcserve UDP Advanced
arcserve UDPStandard
Symantec Backup Exec
CommVault
Unitrends
(street price)
(street price)
(street price) (street price)
(street price)
(street price)
(street price)
$0
$3,000
$6,000
$9,000
$12,000
$15,000
$18,000
7500 8500 9500 10500 11500 12500 13500
Sugg
este
d Li
st P
rice
Feature Score*
*Feature Score Determined by ranking individual characteristics of products by CA Employees
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Copyright © 2014 CA. All rights reserved.
Competitive pricing – per socket
arcserve UDP Premium Plus
arcserve UDP Premiumarcserve UDP
Advancedarcserve UDP
Standard
Symantec Backup Exec(2-6 cores)
Symantec Backup Exec(8+ cores)
Veeam Enterprise Plus
VeeamEnterprise
Veeam Standard
VMware Unitrends
$0.00
$1,000.00
$2,000.00
$3,000.00
$4,000.00
4500 5500 6500 7500 8500 9500 10500 11500 12500 13500
Sugg
este
d Li
st P
rice
Feature Score*
*Feature Score Determined by ranking individual characteristics of products by CA Employees
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Copyright © 2014 CA. All rights reserved.
Competitive pricing – server & socket
UDP Premium Plus(two sockets)
UDP Premium(two sockets)
UDP Advanced(two sockets)
UDP Standard(two sockets)
DoubleTake (per server)
StorageCraft (per server)
Acronis (per server)
AppAssure (per server)
Symantec Backup Exec(per server)
$0
$1,000
$2,000
$3,000
$4,000
$5,000
7500 8500 9500 10500 11500 12500 13500
Sugg
este
d Li
st P
rice
Feature Score*
*Feature Score Determined by ranking individual characteristics of products by CA Employees
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Copyright © 2014 CA. All rights reserved.
Value: Replace per-server with per-socket
Today – Equivalent VMs and physical Near Future – Majority virtual
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Per-socket licensing simplifies licensing, as licenses may be re-used economically, without
having to revise orders
Copyright © 2014 CA. All rights reserved.
Licensing & the console
UDP management console keeps track of the managed capacity quantity, or sockets to
be protected.
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DISK, TAPEOR CLOUD
CENTRALIZEDMANAGEMENT
DOWNSTREAM SITE
PHYSICAL & VIRTUAL SERVERS
WINDOWSSERVERS
DATABASESERVERS
DOWNSTREAM SITE
PHYSICAL & VIRTUAL SERVERS
WINDOWSSERVERS
DATABASESERVERS
DOWNSTREAM SITE
PHYSICAL & VIRTUAL SERVERS
WINDOWSSERVERS
DATABASESERVERS
UPSTREAM RPS
CENTRALIZEDMANAGEMENT
CENTRALIZEDMANAGEMENT
CENTRALIZEDMANAGEMENT
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Managed capacity report example
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Protected Data
“Protected data” (or source data) is the data which is actively protected in a
licensed environment (Terabyte or socket)
Usually located at the production servers or backup repository
An ASBU Backup Server at the remote site needs an extra license, unless it’s only migrating UDP Recovery Points to tape
Copyright © 2014 CA. All rights reserved. 14
Upgrading made simple
Customers request upgrades either
through a web form, or a call to customer
care.
When customers under maintenance contact customer care to request a new license, we will fulfill them with sockets based on the type of license originally purchased (server, host, etc.)• Goal: Make the customer
whole!
Detailed SCORM training Provided
Copyright © 2014 CA. All rights reserved. 15
Migrating D2D r16.5 to UDP made simple
For those systems that have ARCserve D2D installed, arcserve UDP provides an in-place upgrade, which retains all of the existing D2D recovery points and configuration settings
Shortly after releasing arcserve UDP, a migration tool will be made available that enables customers to migrate their existing ARCserve D2D r16.5 CPM, HBBU and VSB settings into the arcserve UDP management console
For those customers that don’t want to use Recovery Point Server deduplication or distributed storage, arcserve UDP can be configured to use local storage in the same way as was possible with ARCserve D2D previously
A detailed FAQ and UDP knowledge base articles are available, which outline the migration process and best practices
Copyright © 2014 CA. All rights reserved. 16
All prices on one slide - $USD (Yay!)
MSP Prices Remaining Unchanged* No Change to Terabyte Volume Tiers in 1TB, 2-5TB, 6-15TB, 16-25TB, 26-50TB, 51-100TB, and 100+TB** 1) Sockets work both on hypervisors and physical servers
2) Per-Socket “Essentials” version offered up to six sockets for VMware Essentials & Windows SBS/Essentials Servers at 20% discount
*** Workstation Volume Tiers in packs with quantities 5, 10, 25, 50, 100, 250, and 500
Product Name SKU
Crossgrade / Upgrade
SKUMaint. SKU
Competitive Replace
SKU
USA SLP (Product + 1 Yr Maintenance)
Per TB* - ARCserve Unified Data Protection Standard EditionIncludes Limited Tape Functionality and RPS Replication $3,776.57
(one Terabyte*)
Per TB* - ARCserve Unified Data Protection Advanced EditionIncludes Limited Tape Functionality and RPS Replication $4,724.57
(one Terabyte*)
Per TB* - ARCserve Unified Data Protection Premium Edition*
Includes Complete Tape Functionality and RPS/File-level Replication $7,870.51 (one Terabyte*)
Per TB* - ARCserve Unified Data Protection Premium Plus Edition*
Includes Complete Tape Functionality and Complete RHA Functionality $13,810.51 (one Terabyte*)
Per Socket** - ARCserve Unified Data Protection Standard EditionIncludes Limited Tape Functionality and RPS Replication $595
Per Socket** - ARCserve Unified Data Protection Advanced EditionIncludes Limited Tape Functionality and RPS Replication $745
Per Socket** - ARCserve Unified Data Protection Premium EditionIncludes Complete Tape Functionality and RPS/File-level Replication $1,195
Per Socket** - ARCserve Unified Data Protection Premium Plus EditionIncludes Complete Tape Functionality and Complete RHA Functionality $1,795
Per Workstation*** - ARCserve Unified Data Protection $445.20 (five-pack***)
Americas
MiamiMay 12th – 13th
Support made simple
Phil Maynard – VP Technical Sales
Copyright © 2014 CA. All rights reserved.
Customer Success
Committed to delivering world-class customer service & support, with 24x7 global access: -
Online knowledge base
Support live chat (Up 24% YOY)
Self-service support tickets
Product documentation
Certified device lists
Software compatibility
Online training
Global user community & forums
Downloads, beta’s, patches
CA arcserve Tech Insider support newsletter
Direct access to the UDP Knowledge Centre from within the UDP online help button
Support made simple
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Copyright © 2014 CA. All rights reserved. 19
Support made simple
More accessible & flexible training options− Online SCORM training with accreditation certificates
− YouTube videos
− Weekly online partner training
− Customized training for MSP’s
Simplified support escalation processes− Escalation email address, alerts the regional support delivery mgrs.
− Contact a manager button
Customer experience program− Aligns sales, presales & support resources to assist customers &
partners when designing, implementing, & supporting a new solutions
Copyright © 2014 CA. All rights reserved. 20
Support made simple – Overall CSAT scores
APR 2012
MAY 2012
JUN 2012
JLY 2012
AUG 2012
Sep 2012
Oct 2012
Nov 2012
Dec 2012
Jan 2013
Feb 2013
Mar 2013
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Nov-13
Dec-13
7.0
7.5
8.0
8.5
9.0
9.5
7.6
7.9
8.3
8.7
8.9
9.29.1
9.09.1
9.29.1 9.1
9.29.2 9.2 9.2 9.2
9.3 9.3
9.1
9.2
Copyright © 2014 CA. All rights reserved. 21
Support made simple – Global escalations
Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-130
2
4
6
8
10
12
14
16
12
15
910
87
45
2
Escalations - EMEA
Apr-13 May-13Jun-13 Jul-13 Aug-13Sep-13 Oct-13 Nov-13Dec-130
5
10
15
20
25
30
35
23
12 11
3
29
13
96 5
Escalations - North America
Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-1302468
1012141618
17
14
2
9
53
46
3
Escalations - AP
Copyright © 2014 CA. All rights reserved. 22
Support made simple – SLO & MTTR
Jun-1
2
Jul-1
2
Aug-12
Sep-1
2
Oct-1
2
Nov-12
Dec-1
2
Jan-1
3
Feb-1
3
Mar
-13
Apr-13
May
-13
Jun-1
3
Jul-1
3
Aug-13
Sep-1
3
Oct-1
3
Nov-13
Dec-1
382.0%
84.0%
86.0%
88.0%
90.0%
92.0%
94.0%
96.0%
86.3%
88.1%88.4%87.4%
89.4%89.8%89.5%90.4%90.3%
89.0%88.4%
86.4%
90.4%91.0%90.7%
94.1%94.2%93.6%93.3%
SLO
Jun-1
2
Jul-1
2
Aug-12
Sep-1
2
Oct-1
2
Nov-12
Dec-1
2
Jan-1
3
Feb-1
3
Mar
-13
Apr-13
May
-13
Jun-1
3
Jul-1
3
Aug-13
Sep-1
3
Oct-1
3
Nov-13
Dec-1
35.0
5.5
6.0
6.5
7.0
7.5
8.07.6
7.4
7.0
7.57.3
7.57.8
7.3
6.8 6.8
6.4 6.36.0
5.7 5.85.7
5.95.7
6.8
MTTR(days)
Copyright © 2014 CA. All rights reserved. 23
Support made simple – Highlights
Key highlights for FY14*
24% YOY increase in chat volume20%: YOY decrease in MTTR11%: YOY decrease in backlog203%: YOY increase in KB views - over 2 millions views
AP: 8.6 highest customer satisfaction star survey results in 5 years
EMEA: 8.7 star survey results up from 7.97 in FY13Response rate improved from 10% to 15%
NA: 8.9 highest star survey results ever83% reduction in issues over 90 days/ 100% issue reduction for issues over 180 daysOverall L1 backlog reduced by 28%
arcserve® support
*Until December 2013
Copyright © 2014 CA. All rights reserved.
Summary
All prices now fit on a single slide! UDP is competitively priced
Thousands of SKU’s have been reduced to 5 primary SKU’s
Dozens of options reduced have been reduced to a few options
UDP centralized license manager
Now open self-service support tickets Online chat makes it easier & faster than
ever to contact support & resolve issue Knowledge base provides fast answers to
most problems & reduces resolution times
We’re working hard to make it simple!
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Legal
Copyright © 2014 CA. All rights reserved. Microsoft, Windows, Windows Azure, Windows Server,
Hyper-V, Active Directory, SQL Server, and SharePoint are registered trademarks or trademarks of
Microsoft Corporation in the United States and/or other countries. UNIX is a registered trademark of
the Open Group in the United States and other countries. Linux® is the registered trademark of Linus
Torvalds in the U.S. and other countries. All other trademarks, trade names, service marks and logos
referenced herein belong to their respective companies.
THIS PRESENTATION IS FOR YOUR INFORMATIONAL PURPOSES ONLY. CA Technologies
assumes no responsibility for the accuracy or completeness of the information. TO THE EXTENT
PERMITTED BY APPLICABLE LAW, CA TECHNOLOGIES PROVIDES THIS DOCUMENT “AS IS”
WITHOUT WARRANTY OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR
NONINFRINGEMENT. In no event will CA Technologies be liable for any loss or damage, direct or
indirect, in connection with this presentation, including, without limitation, lost profits, lost investment,
business interruption, goodwill, or lost data, even if CA Technologies is expressly advised of the
possibility of such damages.
Copyright © 2014 CA. All rights reserved. 25
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