 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 theCUBE 365. Happy to welcome to the program. We have a first time guest, Willem DuPlessis. He's the director of customer success and operations with Mirantis. Willem, thanks so much for joining us. Stu, thanks for having me. So customer success, of course, big topic in the industry, last few years, CX is so important and play success in enabling that. But give us a little bit, your background and the purview that you and your team cover. Exactly, so everything under my umbrella would be basically post sales. The whole customer experience after the point of a sales been made, to the whole account management they're after, the success of the accounts, as well as the health of the account they're after. That'll be anything basically post sales be under my umbrella. Wonderful, well, the big piece is the shift, as we know, software went from shrink wrapped, and hardware talking about capex to the cloud really ushered in OPEX. We're talking much more subscription, managed services and the like. So, Mirantis has 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 ProudCare, which is a 24 seven mission critical support offering and OpsCare being a fully managed platform as a service subscription. Now, these offerings 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 exciting making them available to our Docker Enterprise customers. So, what we're trying to achieve with these accounts are with these subscriptions rather, you know, 30% of the Fortune 100 companies are Mirantis customers. So, we will work on a day to day basis with them 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 seven experience. What I mean by that is it's not the ability to just react to an incident on a 24 seven 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 partner or a service provider that can match that level, that way of operating. That is the first trend that we're noticing. The second piece is really 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, what we hear from our customers is that they require a real enterprise grade subscription that they can cover this whole pipeline under and 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 the same level of criticality and then there would be on if the failure was on the production environment. So, this whole pipeline is decided to be seen as a mission critical component. And that's really where ProdCare comes in. It is really this 24 seven mission critical, follow the sun, enterprise grade subscription that provides our customers with enhanced SLAs. But like I said, we've been running on the on the Miratus Cloud Platform site for quite some time. We've had some significant success with some really large companies. The second offering that they've been making available with, like I said, is OpsCare. Now, OpsCare is an ITAL-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 a product can support the infrastructure, this subscription would be available for you and the experience would be very much the same. So, what OpsCare, like I said, entails is this whole ITAL framework that would include 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 of our product at all times. And same as with PrideCare, that's been available for our Rantus 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. 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 relegated to 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 to before? What are some of the successes that you're seeing with the managed care OpsCare solution? Yeah, so the real way 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 maintaining it or whatever to do whatever to keep the platform stable because that is done by Rantus 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 what is important to them and 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 Rantus, 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 were wood for these type of environments. Yeah, exactly. So the whole ITAL framework, as I explained earlier, insight and management, problem management, change management, all of that, this is wrapped around by a customer success manager that brings a single level of ownership or an accountability and just have a customer direct for a single point of contact as a business partner. So obviously all our customers, the primary KPI or metric that we look at is just the availability of the platform. That is the primary SLA. And there are, after all of the other things happening, the success of the workload and so on, because there's a lot of things that that makes the result of the workload, not just the platform or the infrastructure is 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, how available and how stable and accessible is the environment. And like I said, just removing that requirement for them to spend basically no time on the platform or the infrastructure, just focusing on the workload. Yeah, when it comes to in the field, your field, your partners, that line between prod care and ops care, obviously the trend is going towards the fully managed options. But what guidance do you have out there or what trends are you seeing? Is it a certain size company that tends to be trending that way? Are there certain verticals that maybe 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 is engaging with us on an ops care or managed service engagement, they have the ambitions to go down the bot model and build, operate, transfer. To take their 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 that they don't really exercise that later on. It is, we do find it is such a smooth integration with our customers that they tend to stay on ops care and see the value that this is actually a money saver for them, they can just focus their efforts on building, 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 large organization. It's really at the breadth of the verticals that we see that are utilizing ops care and not even to mention product care, that's really everything in there as well. So it is not a really a subscription that is custom for one vertical. It is basically something 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, 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 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 give them a better customer experience. So I'm really looking forward to working with them on these subscriptions. Well, 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.