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Copyright  ©  2014  Splunk  Inc.   Praveen  Rangnath  –  Splunk   César  López-­‐Natarén  –  MindTouch   Aaron  Fulkerson  –  MindTouch   IntroducJon  to  Splunk  Cloud  &   Case  Study:  MindTouch   Copyright  @  2014  Comcast  

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Disclaimer   2   During  the  course  of  this  presentaJon,  we  may  make  forward-­‐looking  statements  regarding  future  events  or  the   expected  performance  of  the  company.  We  cauJon  you  that  such  statements  reflect  our  current  expectaJons  and   esJmates  based  on  factors  currently  known  to  us  and  that  actual  events  or  results  could  differ  materially.  For   important  factors  that  may  cause  actual  results  to  differ  from  those  contained  in  our  forward-­‐looking  statements,   please  review  our  filings  with  the  SEC.  The  forward-­‐looking  statements  made  in  the  this  presentaJon  are  being  made  as   of  the  Jme  and  date  of  its  live  presentaJon.  If  reviewed  aZer  its  live  presentaJon,  this  presentaJon  may  not  contain   current  or  accurate  informaJon.  We  do  not  assume  any  obligaJon  to  update  any  forward-­‐looking  statements  we  may   make.  In  addiJon,  any  informaJon  about  our  roadmap  outlines  our  general  product  direcJon  and  is  subject  to  change   at  any  Jme  without  noJce.  It  is  for  informaJonal  purposes  only,  and  shall  not  be  incorporated  into  any  contract  or   other  commitment.  Splunk  undertakes  no  obligaJon  either  to  develop  the  features  or  funcJonality  described  or  to   include  any  such  feature  or  funcJonality  in  a  future  release.  

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Agenda   3   •  IntroducJon  to  Splunk  Cloud   •  Case  Study:  MindTouch   •  MindTouch  CEO  Discussion   •  Q&A  

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Cloud  –  The  Way  You  Want  It   4   SoZware-­‐as-­‐a-­‐Service   Self-­‐managed  soZware   Apps  for  Cloud   IntegraJons   Box   ServiceNow   AWS  CloudTrail   Amazon  Machine  Images   Hunk-­‐EMR-­‐S3  Integra:on  

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Splunk  Cloud  Strategy   5   Become  the   Standard  for   Opera:onal   Intelligence  in     the  Cloud     Deliver  a  full-­‐featured     SaaS  PlaEorm   Deliver  an  enterprise-­‐ready     cloud  service   Deliver  easy     customer  experience  

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Full-­‐Featured  SaaS  Plaborm   6   Full  power     of  Splunk   Enterprise   Access  to     600+  Apps   Hybrid   Deployment   Architecture   Industry-­‐leading  SaaS  Plaborm  for  OperaJonal  Intelligence  

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Hybrid  Deployment  Architecture   7   Indexer(s)   Search  Head(s)   Datacenter   Private  Cloud   Public  Cloud   Single  Pane  of  Glass  Visibility   Hybrid  Search   Search  Head(s)   Indexer(s)   Datacenter     Private  Cloud   Public  Cloud  

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Enterprise-­‐Ready   8   Architected  for   up:me  &   performance     100%  Up:me  SLA   Mul:ple  AWS  AZs  /  HA   Industry-­‐leading   scalability  &   flexibility   5GB/day  -­‐  5TB/day  plans   Robust   enterprise   security   Dedicated  environments   Security  cer:fica:ons   Splunk  Cloud  service  monitored  using  Splunk  Enterprise  

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Easy  Customer  Experience   9   ACCELERATED   TIME  TO     VALUE  and      FASTER  ROI   Starts  at  $675  per  month*  /  33%     price  reduc:on   Splunk  Online  Sandbox   Immediate  Deployment   *  Billed  Annually  

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Splunk  Cloud  Customers  Include…   10  

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THANK  YOU  

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Combining SaaS and Customer Success to Achieve Cloud Enlightenment" César López-Natarén" Software Engineer, MindTouch" Aaron Fulkerson" CEO, MindTouch" Cloud Software for Accelerating Customer Success!

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Disclaimer" During  the  course  of  this  presentaJon,  we  may  make  forward  looking  statements  regarding  future  events  or  the   expected  performance  of  the  company.  We  cauJon  you  that  such  statements  reflect  our  current  expectaJons  and   esJmates  based  on  factors  currently  known  to  us  and  that  actual  events  or  results  could  differ  materially.  For   important  factors  that  may  cause  actual  results  to  differ  from  those  contained  in  our  forward-­‐looking  statements,   please  review  our  filings  with  the  SEC.  The  forward-­‐looking  statements  made  in  the  this  presentaJon  are  being  made  as   of  the  Jme  and  date  of  its  live  presentaJon.  If  reviewed  aZer  its  live  presentaJon,  this  presentaJon  may  not  contain   current  or  accurate  informaJon.  We  do  not  assume  any  obligaJon  to  update  any  forward  looking  statements  we  may   make.  In  addiJon,  any  informaJon  about  our  roadmap  outlines  our  general  product  direcJon  and  is  subject  to  change   at  any  Jme  without  noJce.  It  is  for  informaJonal  purposes  only  and  shall  not,  be  incorporated  into  any  contract  or   other  commitment.  Splunk  undertakes  no  obligaJon  either  to  develop  the  features  or  funcJonality  described  or  to   include  any  such  feature  or  funcJonality  in  a  future  release.  

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14 Agenda" •  Introduction to MindTouch" •  MindTouch Approach to Customer Success" •  MindTouch Cloud Architecture" •  Business and Technology Challenges" •  Splunk Cloud Use Cases/Results" –  Business Analytics" –  Real-Time Monitoring" –  DevOps"

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15 Introducing Aaron Fulkerson" •  CEO & Co-Founder at MindTouch " " •  Member of Microsoft Advanced Strategies and Policies Division" " •  Contributing writer at CNN, Fortune, GigaOM, Forbes "

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16 Introducing César López-Natarén" •  Software Engineer at MindTouch" " •  Designing and developing web services" " •  Engineering values include software speed, correctness and reliability " "

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17 Introducing MindTouch" MindTouch is software for accelerating customer success. We empower businesses to:" " •  Author, capture, and serve knowledge to their customers in new ways " •  Make more informed decisions by capturing and sharing insight on customer behavior" " Businesses that use MindTouch: ! ! •  Enjoy shorter sales cycles! •  Increase organic site traffic! •  Accelerate user adoption and product expertise!

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Business and Project Planning! MindTouch Drives Customer Success and Loyalty with Self-service for Leading Brands in Technology, Manufacturing, and Service"

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CODE42’s Support Site"

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Avalara’s Help Center"

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21 Customer Success Center! Contextual Help System! Real-­‐:me  Chat  and  Phone   eLearning / Training! Support   Channels   Sales  and     Marke:ng   Ticket  DeflecJon   Driving Customer Success"

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22 Continuous Optimization" Optimization! " Agent and Customer Feedback ! •  Score articles" •  Request edits or topics" " Capture and Reuse! •  Flexible publishing workflows " " HelpRankTM ! •  Machine learning optimization of search and organization" Knowledge Analytics! •  Identify gaps in content or quality" " Knowledge   Request   ProacJve  or  ReacJve   Transact   Self-­‐Service  or   Agent   Op:mize   HelpRankTM  and   CollaboraJon   Synchronize   In  real-­‐Jme,   customer  channels   update  

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23 F1 Contextual Help" Description! " •  Embed contextually relevant content into any site or within your product" •  Navigate & search within your help center and change articles without leaving " •  Customizable triggers (click, hover, timer, etc.)" •  User permissions are applicable " •  Supports custom branding" " Include  MindTouch  F1  Javascript   Click  help  

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24 MindTouch Cloud Architecture"

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25 Technical and Business Challenges" Technical! •  Real-time monitoring" •  Alerting based on thresholds" •  Rapid graph and report creation" •  Ways to perform data analysis" Business! •  Small team" •  Budget limits" •  Multi-tenant service" •  Fastest time to value for our customers" •  MSA: At least 99.5% up time for the Services"

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26 Enter Splunk Cloud"

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27 MindTouch Requirements" Requirements! 1.  Managed" 2.  Fast, reliable and real-time" 3.  At least a month of data retention" 4.  Alerts" 5.  Parameterized graphs and grids" 6.  Data analysis tools" Splunk Cloud! 1.  Yes" 2.  Yes" 3.  Yes" 4.  Yes" 5.  Yes" 6.  Yes"

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28 Business Analytics from Splunk Cloud"

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29 Delivering Real-Time Analytics to Our Customers"

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30 Customer Value From Real-Time Analytics" •  Usage visibility" •  Pricing and value transparency" •  Help identifying:" –  customers who need help" –  customers who are succeeding" " Result for MindTouch à Increased customer retention!

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31 Real-Time Monitoring With Splunk Cloud" Cloud  Infrastructure  Dashboards  

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32 Supporting DevOps With Splunk Cloud" •  Real-time monitoring across our whole cloud infrastructure" •  Helps us maintain our > 99.5% up time" •  100% managed service" •  Triple our customer base without increasing our DevOps team"

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Thank You!" For more information, you can reach us at:" www.mindtouch.com @MindTouch"