>> Announcer: From around the globe, it's theCUBE, with digital coverage of Mirantis Launchpad 2020, brought to you by Mirantis. >> Welcome back I'm Stu Miniman, and this is theCUBE's coverage of Mirantis Launchpad 2020. Big event, multiple tracks powered by theCUBE365. Happy to welcome you to the program. We have a first time guest, Willem du Plessis. He's the Director of Customer Success and Operations with Mirantis. Willem, thanks so much for joining us. >> Hi Stu, thanks for having me. >> So customer success, of course, a big topic in the industry last few years. CX a is so important. Employee success and enabling that, but what, give us a little bit, your background and the purview that you and your team cover. >> Exactly, yeah, so everything under my umbrella would be basically post-sales. The whole customer experience after the point of a sale's been made so the whole account management, thereafter, the success of the accounts, as well as the health of the account, thereafter, that will be anything basically post-sales would be under my umbrella. >> Wonderful, well, the big piece is the shift. As we know, software went from shrink wrapped, and hardware talking about CapX to the cloud really ushered in OpX we're touching more subscription managed services and the like, so Mirantis has a subscription offering. Why don't you lay out for us the new pieces of this and how Mirantis puts together its offerings? >> Yeah, absolutely. So with the launch of our new product, Docker Enterprise Container Cloud, we're making two subscriptions available as well, named ProdCare, which is a 24/7 mission critical support offering and OpsCare, being a fully managed platform as a service subscription. Now, these offerings have been available on the Mirantis Cloud platform side of our business for quite some time, we've been very successful with them, so it's really excited making them available to our Docker Enterprise customers. So what we're trying to achieve with these accounts or with these subscriptions, rather, you know, 30% of the Fortune 100 companies are Mirantis customers, so we work on a day to day basis with their container and Kubernetes initiatives. So when we speak to these customers, there are really two trends that are becoming very clear, the first being the requirements of service providers or vendors being able to provide a true 24/7 experience. What I mean by that is not the ability to just react to an incident on a 24/7 basis. That's what I mean, what I mean is all of these companies would have operation centers spread across the globe. So it is at every hour of the day, it would be business as usual. And what these companies require is a, a partner or a service provider that can match that level, that way of operating. That is the first trend that we're noting. The second piece is really the, the evolution of the dev environment. The dev environment is no longer really seen as a secondary or a lower class citizen, if you want to call it, it's really become part of the whole DevOps pipeline, so it is really part of a mission critical process so that what customers, what we hear from our customers is that they require a real enterprise-grade subscription that they can cover this whole pipeline under and, you know, have the same quality of service from whether that is a dev or a production environment. So if you have a failure on your dev environment and your developer cannot push code, that is, is the same level of criticality than there would then they would be on if the failure was on the production environment. So this whole pipeline is decidedly seen as a mission critical component. And that's a great, that's really where ProdCare comes in. It is really this 24/7 mission critical follow the sun, enterprise-grade subscription that provides our customers with enhanced SLAs that, like I said, we've been running on the Mirantis Cloud platform side for quite some time, we've had some significant success with some really large companies. The second offering that we're making available with, like I said, is OpsCare. Now OpsCare is an ITIL-based managed service subscription, where we provide a platform as a service experience to a customer on their infrastructure of choice. So it is really irrelevant for us what your infrastructure is, whether that is on-prem or in the public cloud, as long as the product can support the infrastructure, you know, the subscription would be available for you and the experience would be very much the same. So what OpsCare, like I said, entails is, is this whole ITIL framework that would include, you know, the monitoring and managing of your alerts, the incident management process, the problem management process, as well as change management that would include the lifecycle management of the whole environment. And that would just enable our customers to run on the latest and greatest offer of our product at all times. And same as with ProdCare that's been available for our brass cloud platform customers for quite a while, and have seen some significant success with that, as well. >> Well, we definitely have seen that growth of the managed care offerings like you're talking about with OpsCare, you know, shift left is so important for companies to be able to focus on what's critically important. As you said, developers need to be enabled, it can't just be waiting for things or be, you know, relegated to, you know, have to wait in line or use something that's not optimal. What are some of those outcomes? What can companies do that they weren't able before? What are some of those successes that you're seeing with the managed care OpsCare solution? >> Yeah, so the real way we OpsCare really comes to its own is allowing the customer ability to focus on what is important to their business and spend less time on what we call, keep the lights on. What I mean by that is they're solely focused on developing the application, developing the workload and spend basically no time on managing the infrastructure and, you know, maintaining it, or, you know, providing, do whatever to, to keep the platform stable, because that is done by Mirantis, already. So for example, if we take 2020 year to date, all the platforms running under OpsCare has an availability number of above four nines, and that is a significant number. So that really just sets such a strong foundation for a customer to just have that sole focus on, on what is important to them and, you know, just sets that foundation for them to develop their workload, to develop their business, and achieve their goals. >> Well, what about when it comes to the managing and monitoring of the environment? What kind of metrics are your customers having? Help us understand what the customer still does themselves or the reporting they're getting and what Mirantis, I'm assuming there's probably a Tam involved for at least some of the larger accounts there. Help us understand that shared responsibility, if you would for these type of environments. >> Yeah, exactly. So the whole ITIL framework, as I explained earlier, incident management, problem management, change, all of that, this is wrapped around why a customer success manager that is, you know, brings a single level of ownership on an accountability, and just have a customer direct for a single point of contact as a business partner. So all this is all our customers, their primary KPI or metric that we look at is just the availability of the platform. That is the primary SLA and thereafter, all of the other things happening, you know, the success of the workload and so on, because there's a lot of things that makes the result of the workload, not just the platform or the infrastructure, it's the quality of the workload, and so on, and so forth. But the main metric our customer would be looking at is that availability number, you know, how available and how stable and accessible is the environment, and, you know, like I said, just removing that requirement for them to spend, basically, no time on the platform or the infrastructure, and just focusing on the workload. >> Yeah, when it comes to in the field, your field, your partners, that line between ProdCare and OpsCare, obviously, the trend is going towards, you know, the fully managed option, but what guidance do you have out there, or what trends do you seeing? Is it a certain size company, that tends to be trending that way? Are there certain verticals that may be are further ahead? What's the reality, today? What do you expect to see over the next kind of six, 12 months? >> Yeah, so most of the companies that we see that as, that is engaging with us on an OpsCare, or managed service engagement, you know, they have the ambitions to go down the block model and build, operate, transfer, you know, to take the operations over themselves, at some point, and we have that option available to them, if they wish to choose it further along the line. What we do find is, is that they, that they don't really, you know, exercise that later on. It is, we do find it is such a smooth integration with our customers, that they tend to stay on OpsCare and see the value. This is actually a money saver for them, if they could, just focus their efforts on building, you know, focusing their time on the workload on top of the platform. From a vertical perspective, it's really anything and everything. We have customers in the science and research, we have TELCOs, large manufacturing, manufacturing, a lot of large organizations. There's really the breadth of the verticals that we see that are utilizing OpsCare and not even to mention ProdCare, that's really everything in there, as well. So it is not a really a subscription that is, that is custom for one vertical. It is basically something that we, that any vertical can actually utilize and find a significant amount of value in. >> All right, well, what final words do you have that you want to leave everyone with today? >> Yeah, so over the last six to nine months, you know, we've invested a significant amount of resources in the Docker Enterprise support business and we just with one focus, and that is just to take the support business to the next level and improve or give the customers an optimal customer experience. So with the availability of all these new subscriptions, I'm really excited to engage with our Docker Enterprise customers with these new, enhanced SLAs and just be able to work with them on these, like I said, enhanced subscriptions and just see, just give them a better customer experience. So, I'm really looking forward to working with them on the subscriptions. >> Willem, thank you so much for all the updates and want to welcome everyone to be sure to check out all the rest of the tracks on the Launchpad 2020 event. I'm Stu Miniman and thank you for watching theCUBE. (soft electronic music)

>>from around the globe. It's the Cube with digital coverage of Miranda's launchpad 2020 brought to you by more antis. >>Hi, I'm stupid man. And this is the cubes coverage of Miran Tous Launchpad 2020. Happy to welcome to the program First time guest William Do places. He's the head of customer success in operations with Miran Tous William. Thanks so much for joining us, >>Steve. Thanks for two. Thanks for having me. >>Yeah, why don't we start with a little bit? You know, customer success operations. Tell us what that's entail, What's what's under your purview, Right? >>So is everything basically, you know, post sales, right? So after a customer has portions, their their subscription, we basically take it from there Going forward, you know, looking after the relationship with the customer, ensure they you know, the whole, you know, subscription fulfillment element off it. Whether that is just bored with that is to cut the relationship management from a post sales perspective and so on, so forth. So that is basically into end from the point off purchase to the renewal face. Would would would fall with any supporting operations. >>Well, that's such an important piece of the whole cloud conversation. Of course, people, you know, we talked for such a long time cap ex op X. We talk about descriptions and manage services. Of course, has been a riel. You know, growth segment of the market place. Love to hear a little bit, you know, What are you hearing from your customers? And, you know, give us the lay of the land As to the various options that that that Miranda is offering today and we'll get into any of the new pieces also. >>Yeah. So the the the options that we're making available for our customers primary called Prod Care, which is a 24 7 mission critical support subscription. Andi Ops Care, which is a fully managed service offering. Um, what we hear from our customers is is, you know, the the the notion of having a development environment and a production environment with different, you know, sls and entitlements and so on. You know that that that notion is disappearing because your divots chain or pipeline is all connected. So you could just think for yourself. If you have a group of developers like 50 or 100 or 1000 developers that are basically standing there still, because they cannot push code because there's a problem or a new issue on the development cloud. But the development cloud is not. Beings is not seen or is treated as a mission critical platform. You know, those developers are standing date stole, so that is a very expensive problem for a customer at that point in time, so that the whole chain, the whole pipeline that makes part off your your develop cycle, should be seen as one entity. And that's what we've seen in the market at the moment that we're realizing with a large customers that are really embracing the kind of the approach to modern applications. Andi. This is why we're making these options available. Thio, our Doctor Enterprise customers We've been running with them for quite a while on the on the Miranda's cloud platform, which is our Infrastructures service offering on. We've had some great success with that, and we now in a position to make that available to our customers. So it's really providing a customer that true enterprise mission critical regardless of time off they the day of the week availability off support whether that is a my question or whether that is really an outage or a failure. You know, you know, you've got that safety net that is that is online and available for you. Thio to sort Whatever problem you have about, you know, that is from the support perspective, you know. And if we go over into the manage service offering we have for on up Skate that is a really hardened Eitel based, um infrastructure or platform as a service offering that we provide eso. We've had some great success. Like I said on the on the Miranda's cloud platform Peace. And we're now making that available for Doc Enterprise customers as well. So that is taking the whole the whole chain through. We look after the the whole platform for the customer and allow the customer to get on with what is important to them. You know, how do they develop their applications? You know, optimize that for their business instead, off spending their times and keep spending their time on keeping the lights on, so to speak, you know? So we take care of all of that. They have that responsibility over to us on DWI. We manage that as our own and we basically could become an extension of their business. So we have a fully integrated into the environment, the whole logging and not monitoring piece we take over the whole life cycle. Management off the environment. We take over, we do the whole change Management piece Incident Management Incident Management piece on. This whole process is truly transparent to the customer. At no point are they, you know, in the dark what's going on where we're going and we have the and the whole pieces wrapped around Bio customer success Manager which is bringing this whole sense off ownership Onda priority. That customer, you've got a single point of contact that is your business partner and that the only piece, the only metric that that individuals measured on is the success off that customer with our our product. So that in a nutshell, at a very high level what these are. But these offerings are all about >>well, we all know these days how important it is toe, you know, make your developers productive. It's funny listening to you, I think back to the Times where you talked about making sure that it's mission critical environment You know, years ago it was like, Oh, well, the developer just gets whatever old hardware we have, and they do it on their own. Now, of course, you know you want Dev in production toe have a very similar environment. And as you said, those manage services offering and be, you know, so important because we want to be able to shift left, let my platform let my vendors take care of some of the things that's gonna be able to enable me to build my new applications toe, respond to the business and do. In fact, I don't want my developers getting bogged down. So do you have any, You know, what are some of the successes there? How do your customers measure that? They Hey, I'm getting great value for going to manage service. Obviously, you know, you talked about that, That technical manager that helps them there. Anybody that's used, you know, enterprise offerings. There's certain times where it's like, Hey, I use it a lot. Other times it's it's just nice to be there, but, you know, why do you bring us in a little bit? Some of the customers, obviously anonymous. You need Teoh you know, how do they say, You know, this is phenomenal value for my business. >>Yes, it's all. It's all about the focus, right? So you're the customer. 100% focus on what is like I said, important to them, they are not being distracted at any point for, you know, on spending time on infrastructure related or platform related issues they purely focused on. Like I said, that is, that is important to their business. Andi, The successes that we see from that it is, is that we have this integration into into our customers like a seamless approach. We work with them is a true, transparent approach to work with our customers. There's a there's an active dialogue off what they developers want to see from the environment, what the customers want to see from from from the environment, what is working well, what we need to optimize. And that is really seeing ah, really good a approach from from from us and we're seeing some some great successes in it. But it all comes down to the customer is focusing on one thing, and that is on what is important to them on. But is there business instead off. You know, like you said, focusing on the stuff that shoot me, that that should be shift left. >>Yeah. And will, um, is there anything that really stands out when you talk about that? The monitoring that you in the reporting that you give the customers Is it all self serve? You know, how did they set that up and make sure that I'm getting valuable data. That's what what my company needs. >>Yes. So that is where your custom success manager comes in is really how to customize that approach to what fit for the customers. So we've got it in the background, very much automated, but we do the tweaks Thio customize it for for the customer that makes sense for them. Some customers want to see very granular details. Other customers just want a glance over it and look at the the high level metrics what they find important. So it is finding that balance and and understanding what your customer find important, and then put that in a way that makes sense for them Now. That might sound might sound kind of obvious, but it's more difficult than you think to put data from the customer That makes sense to them, uh, in their in their context. And then, you know, be in a position where you can take the information that you receive and give your customer the the runway to plan their the application. You know, where are they trending? So be able. Dutilleux. Look. 3452 quarters 345 months to quarters ahead to say this is where you're going to be. If you continue down this path, we might need to look at shifting direction or shift workload around or at Resource is or or, you know, depending on the situation. But it's all about having that insight going forward, looking forward. Rather, um, instead off, you know, playing things by year end, looking, looking at the year. And now because then that ISS that is done and dusted, really. So it's all about what is coming down the line for us and then be able to to plan for it and have an educated conversation of with with with your customer where they want to go. >>You mentioned that part of this offering is making this available for the Docker Enterprise base. Uh, maybe, if you could explain a little bit as to you know, what's gonna be compelling for for those customers. You know what Laurentis is has built specifically for that base? >>Yeah. So, like I said, this is an offering we have available on our Miranda's cloud platform for quite a while. You've seen some great success from it. Um, we're making it now available for the Doctor Enterprise customers. So it is really a true platform as a service offering, um, on your infrastructure of choice, whether that is on prim or whether that is on public cloud, we don't really care. We'll work with customers whichever way it is. And yeah, Like I said, just give that true platform as a service experience for our customers, Onda allow them to to focus on what's important to them. >>Alright, let me let you have the final word. Will tell us what you want your customers to understand about Iran tous when they leave launchpad this year. >>Yeah, So the main thing the main theme that I want to leave with is is that you know, the the we've made significant progress over the last 62 229 months on the doc enterprise side on. We're now in a position where we're taking the next step in making these offerings available for our customers, and we're really for the customers. That's the handful of custom that we have already. My greater to these offerings with getting some really good feedback from them on it is really helping them just thio thio just to expedite. They they, you know, wherever they're gonna go, whatever they want to want to achieve the, you know, expedite, think goals on bond. It is really there to ensure that we provide a customer or customers a true, um, you know, mission critical feeling, uh, giving them the support they need when they needed at the priority or the severity or the intensity that they need as well as they provide them. The ability to to focus on what is important to them on board. Let us look after the infrastructure and platform for them. >>Well, well, okay. Congratulations on Although the work that the team's done and definitely look forward to hearing more in the future. >>Excellent. Thank you very much for your time. >>Be sure to check out all the tracks for Miranda's launchpad 2020 of course. Powered by Cuba 3. 65. Got the infrastructure. The developers Lots of good content. Both live and on demand. And I'm still minimum. Thank you for watching. Thank you.