 Hi everybody, thanks for joining our webinar. Listen, your volunteers, your donors, and your supply partners, whether with your food or anybody who's the internal part of your organization's success is important, right? Well, the same is true for technology, infrastructure, and operations. So today's webinar is about building the essential toolkit for modern arts. My name is Aretha Simons. I'm the webinar producer here at TechSoup. If this is your first time, I'm gonna show you how you can engage today. Please use the Q&A feature to type your question. I know everybody still types in the chat room. We'll grab your questions from the chat as well, but we really do prefer that you use the Q&A. The closed caption is turned on. So if you need the closed caption, just click on that CC link at the bottom of your Zoom screen. We will be emailing the recording within 48 hours so you can watch it again and gain some more insights. So I'm gonna move out the way and introduce our speakers today. We have Daniel here from New Relic and we have Jesse here from PagerDuty and Matt from New Relic as well. Jesse, I'm gonna turn it over to you and welcome everybody. Great, thanks Aretha. Thanks for the setup and introduction and getting us going with breakfast and geographic location talk. And thank you all for being here. We know that folks have busy days and a lot going on and so we appreciate that you're taking time out of your day to be here with us and we hope that it's valuable time spent and that there's some good and new information shared. So I think we'll quickly start off with some intros of the team. I know Aretha mentioned, but my name is Jesse Maddox. I am at PagerDuty. I lead our nonprofit and social impact customer efforts here at PagerDuty and have been in the nonprofit tech space for 12 plus years, working with a wide range of organization size and focus areas and geographical areas. So happy to connect with more folks here today and continue that journey in the conversation. I'll go ahead and let my colleague Maggie who's also at PagerDuty do a quick introduction and then we'll go to the tech or the New Relic team and then we'll have Michael introduce himself who's going to be a panelist in sort of a Q&A session as we kick this off. But Maggie, I'll turn it over to you quickly for introduction. Perfect. Hello everyone. I'm happy to be here today. I am a solution consultant over at PagerDuty. So I'll be going through product demonstration today. I'll pass it over to Catherine who is also at PagerDuty. Hi, I'm Catherine and I'm part of the PagerDuty team and we'll be helping to facilitate a couple of demos to talk a little bit about digital operations transformation and we've got some polls for you. So it should be a great webinar. Great, Matt. You want to jump in on your side and have the New Relic team do a quick introduction. Thank you, Jesse. Hi, everybody. Matt Schutloffel joining here from the New Relic.org team part of our social impact group at New Relic joined by the amazing Daniel Kim and my colleague Holly Gruper. Holly and I work in the same area of work that our PagerDuty colleagues are with. Happy to help all nonprofits in our global program. Daniel will share a little bit more when we get to him but I'll pass the ball over to Holly for her intro. Hey, everyone. So nice to meet you. Thank you all for making some time in your day to spend some quality time with us learning about how we think about modern ops and the kinds of problems that you might face and some fun ideas we might have for how to solve those. Very excited to be here, to be partnering with TechSoup and PagerDuty. We love you guys and looking forward to kicking it off. Thank you, Holly. Becca, over to you, Jesse. Great. So yeah, I think that the last but certainly not least is Michael Enos from TechSoup who can tell you a little bit about his role and his experience. He's got a great wealth of experience and will provide a valuable perspective I think and around this topic and what it means in the nonprofit and social impact space. So Michael, go ahead. Yeah, welcome everyone. So I'm excited to be here and I work for TechSoup. I oversee our enterprise infrastructure and technical operations. I've been a prior to working at TechSoup. I was a CIO of Second Harvest Food Bank of Silicon Valley. I did that for about a dozen years or so and always been in the sector doing tech was passionate about and been very, very fortunate and privileged to be able to help not just the organization that I've worked for but also to spend time with our community and help foster technical digital transformation maturity in the sector globally. So it's a great pleasure to be here. Great, thank you, Michael. So I think we will have just a quick, we're gonna do a couple of quick poll questions before we kick off the Q and A and I'll just do a quick overview of the agenda. So obviously, covered intros, like I said, a couple of poll questions that we'll use in the Zoom just to get a sense of where people are in terms of their experience, questions they might have. So I think Aretha's gonna launch some of those. So while we're chatting through this and the agenda, feel free to jump in and give us a little bit of input. Always helpful obviously just to get a sense of some context and get some engagement going. So you can go ahead and select an answer and vote and then we'll be able to get about some general context of where folks are coming from. I'm sure folks are very familiar, maybe too familiar with the chat in Zoom these days. We're all on it so often, but we'll keep an eye on the chat and questions in the chat panel. So if you have any specific questions or input, feel free to do that along the way and we'll try and keep track as well there. And then we'll have an open Q and A towards the end of the call after we do the sort of live discussion with Michael and then the New Relic team will share a little bit about New Relic and a demo and we'll do the same for PageR2D. So that'll be sort of the flow of the time we have together and yeah, look forward to seeing folks engagement. So it's been that first question, how mature is your technology environment? Got a good range here. Some folks are very new to it and trying to maybe just get a sense of what does that actually, what does that mean and what does modern ops mean? Some folks getting started. A decent number of folks have some key tools in place which is great to see and a few folks that feel like they should be doing this webinar instead of us. So we were glad to have you here as well and could likely offer some education. So great, yeah, good representation and a lot of folks that have a decent amount of experience. Great, we can maybe jump into the next one. I think we have one or two others before we kick off the conversation and we got a good number of folks. We've got about 50 folks in the conversation in the webinar now. So did we have one? I think we have maybe one more or two more poll questions, Rita. Yeah, there we go. We have one more to see. Okay, great, thanks, Catherine. Yeah, so yeah, it'd be great to know what you're hoping to get out of this based on the experience and take some guesses. Maybe one or two folks are not here by choice, but hopefully it won't be too painful of an hour. Hopefully we can make it actually enjoyable and educational. Give another little bit here. See what folks say. Nope, nobody says their boss made them a 10. That's good. Yeah, an introduction to the topic or the companies or the tools makes sense. Understand the tools to grow and scale my organization. Makes sense with where folks are at and enhance your knowledge about the products. Yeah, hopefully we can do all that. Obviously we wanna share about each of the platforms that we're representing and also just wanna really speak to what is this idea of modern operations and digital operations in the context of the nonprofit space. Awesome. All right. One last one, right? That was it. That was it, okay, sorry. I'm having trouble with my counting. Great. Well, I think that's again helpful context, helpful to just get a sense of where people are coming from. So, as you probably saw on the registration page and in the communication from TechSoup about the webinar, obviously the overall topic of modern ops, really the goal is to discuss the modern incident response process and how to build your tech stack to minimize noise and mitigate team toil, allowing you to do more of what matters most, ultimately allowing you to focus on your mission is our goal. We realized that the tools we are talking about are just that, they're tools and they're really intended to help you focus on the work that's most important, which is serving your constituents, your beneficiaries, your community. So that is certainly the goal. So yeah, let's jump in and Michael would love to kind of have you illuminate what your experience has been and provide some additional context for where you worked with these tools or other tools and overall, you mentioned, you have a really wide range of experience with different size organizations. You've been doing this for a while, so I think it'd be great to kind of get some sense of what your experience has been and some of the common challenges or areas that you see benefits and areas of emphasis in this space. So with that, I guess just really high level, what is digital operations management for nonprofits mean to you? From my perspective, it really means ensuring that the people in our community have access to or that we're being the most efficient we can in serving our mission. And that oftentimes translates to business productivity. It translates to the systems and the tools that the data that you use every single day as you're working with the organizations that you serve. And so for me, the digital operations aspect of this is ensuring that that stuff is all happening efficiently and that you're oftentimes, most often nonprofits are using funded money from donors to serve the community and they have a financial responsibility to be most efficient as possible with those resources. And so to me, the operations aspect of this is sort of ensuring that people are using those resources in the most efficient manner and it's helping them achieve their goals and their strategic vision of what they wanna do as an organization. So it's a support function in a way to ensuring the smoothness of how things are going, but also to lead and innovate in terms of, how can we, because technology is always changing. So what can we do different next year to take advantage of new technologies and new things so that we can be more productive and actually fulfill our mission even better? Yeah, that's great, thank you. I think it's really interesting when you certainly been in many conversations with different organizations where exactly as you said, folks feel the responsibility and a priority to really make the best use of the funds and those donated funds and be good stewards and that balance of doing that and spending on programs, but also the opportunity and the importance of investing in your operations. And we see it happen obviously on commercial businesses, different orientation to how we invest in the tools that help us support our operations. I think that there's really a great opportunity to help organizations be more efficient, be able to serve their communities, but I know that that's certainly a balance and some tension within nonprofit organizations. So what kind of like the classic, what keeps you up at night? What do you see not only in your direct experience, but more broadly, what do you see are some of the common challenges experienced by nonprofit and social impact organizations when they're embarking on this journey or going through this process at whatever phase of digital transformation? Yeah, sure. The things that really sort of, we're always trying to improve, I call them the areas of opportunity is trying to learn how to respond better to things that are happening that you wanna get to as soon as possible because it's affecting your client, your community's ability to use your service. So that depends on when I was running and helping run this technology at the food bank, for example, if the supply chain system, if our inventory management system wasn't working, food won't get to people. I mean, that's what it was like. There'd be a line of people waiting for the delivery of a very essential need. And so to me, what's kept me up at night is worrying that I'm not gonna be able to respond. I mean, things happen, things do break. I mean, it's not a perfect world. And so, your ability and your timeliness to respond is super critical. And especially as we know with the advent of more and more increased cyber issues as it relates to instant management, I think that being able to respond quickly to a cyber incident is really something that, and under having a plan for that, but also having timely response so that you can get to it very quickly and shut people off on that work or do whatever you need to do to ensure the safety of your data. But it's not, your data is actually your customers, your client, your donor's data. So being stewards of that data and being able to respond quickly to something is key. And that is what I see as, when I think about ways to approve, it's around like, okay, how could we be quicker and smarter and work smarter, not harder? Right, right. Yeah, I know there's some chat going on. I see some of the talk about how can you even keep up with the way technology is changing and moving so quickly. I think another thing that stands out to me is that I think sometimes there's maybe an assumption that nonprofits aren't as complex as your Netflix or whatever commercial business. And I think that in many cases, they're often as if not more complex because of some of the direct human impact, right? Like you said, getting food to people. Yeah, it's important if we get our next package, but it may be, that's the pales in comparison to making sure that somebody gets a meal. And there's a lot of complexity for the logistics operations there. If you think about it, sometimes an organization, a nonprofit organization will be working with, but I believe to be some of the world's most sensitive and we're talking about the people for vulnerable populations, the data of people who are philanthropic. And so you've got the ends of the coin there, right? You've got the people who have your stewards of their data in there. They just want to help. They're doing some serving some philanthropic purpose. And then on the other side, you have the people who are being served through that philanthropic effort. And those are oftentimes most vulnerable populations. So sometimes in this, that an organization you're dealing with, these two very, very different types of problems in terms of ensuring the efficacy of that data. Yeah, absolutely. Yeah, this could, we could go on and on here. I think we'd love to kind of pivot a little bit to sort of a more, you know, some specific examples of TechSoup. I mean, I think there's a range as you've alluded to, different size of organizations dealing with similar but different problems based on just context. But specifically within your role at TechSoup, do you remember the last time you were called in to address the technical issue or the sort of a critical incident? I can imagine it wasn't that long ago, but can you speak to us a little bit about your experience and actually addressing certain technical incidents that have arisen? Yeah, you know, I'm happy to share that the, you know, there's been times when, you know, we kind of have a tiered system, you know, just because of the size of the organization because we are global and we have to have somewhat of a follow the sun sort of approach. But, you know, somebody in my role, you know, is will be, you know, things will get escalated to me if, you know, if there needs to be sort of a call to make an executive decision or communication to a business or otherwise, you know, a customer stakeholder group. And so, you know, we've had issues where we've had, you know, the global team and, you know, our partner services team and, you know, the face out of Warsaw, you know, call me, you know, basically through pager duty, you know, I'll get an escalated in, you know, response up through that system. So, you know, my phone will go off and I'll look at it and I'll say, you know, gosh, I gotta wake up and get to the computer and get it turned on and respond to something, you know, and generally this already, by the time it gets to me, there's already been a couple first responders sort of a thing, you know, and so they would have made that decision to kind of say, this needs, Michael needs to be involved with this because it's broader, it's enterprise related. So, you know, we have, so we have so many platforms worldwide. We have hundreds of platforms. And so, you know, for, if it's a, you know, people will figure out pretty quickly if it's an isolated incident or if it's an enterprise issue, if it's enterprise issue, I'm always involved because then I'm gonna have to figure out and make sure that people are doing the job. They're, you know, that they understand if this is, you know, systemic, if it's a cyber incident. And so that'll come to me in short order. And we've been able to reduce that time that it actually gets to the people, the right people to make that sort of call. We've been able to reduce that greatly using the tools like New Relic and the integration with PagerDV and Slack and other types of integrated event monitoring systems. That's great, thank you. I guess maybe the last kind of follow up to that before we transition into speaking a little bit more about the actual platforms that will hopefully tie really nicely to this conversation. But, you know, as you're thinking about your experience and working at TechSoup or with the food bank or with some of the organizations that you've helped in the community, you know, going through that process of digital transformation, adding tools to your environment. How do you think of, you know, advice you might have around, you know, that evolution and how you think about, you know, the sort of big picture addressing the immediate needs at hand and also bringing technology into your environment that someone in the chat mentioned is always changing. And how do you kind of plan for that and think through that process of incorporating these tools so that they are actually helpful as opposed to just another, you know, another thing to manage? You know, I mean, I think that, you know, the first thing is it's hard to be, it's kind of easy to get in the weeds with technology. Like you're just kind of always sort of like, just, you know, some of these, just you're catching balls, people are throwing at you, right? But I think at the end of the day, what's important is that if you can begin in front of the strategic vision of the organization and say like, where is this organization, where we as an organization want to be in three years, five years? And then to be able to map out a technical roadmap in terms of what will be needed to, if you're growing, you know, to sustain that growth, to be sustainable. And for me, like when you have, you can break it apart into these very, very high level sort of goals and say, okay, what does it mean to be sustainable and more cost effective? And then as you're going through, well, that means maybe, you know, moving from, you know, data, you know, your data plaza or wherever you have your servers to the cloud. But if you do that, then you have to sort of plan ahead because oftentimes what will happen is people will just start using the tool and having the cloud and not think through sort of necessarily things like, how does that fit in with your, you know, privilege access or, you know, the roles in your organization and how do you map the roles to the individuals who should be, you know, using those systems. And so, you know, there's a lot of times very, you know, there's, you know, lots of ways you can experiment with things online these days. And so, I mean, it was just fun. And we, tech super encourage that, we encourage it internally and also we encourage it externally. But I think that when you come to, before you actually become something becomes operational, to think that through and say, okay, what does that mean? Now that we're actually gonna be using this, you know, as a supported tool within our organization, who should be the admins? Who should be the super users? Who should be the ones who, you know, provide guidance and who are the ones who should configure it? And also audit and govern it to make sure that it is secure, that it's backed up. And even because just because you're in a cloud, it doesn't mean you still can't, you still have to think about all that stuff. In fact, some ways more because the tools oftentimes are not configured out of the box right away. And you really have to go in and tweak them in order to ensure that they're sustainable and that they, you know, that you're leveraging them appropriately for your organization. Yeah, that's great. There's certainly a lot to think about and plan for it. You know, I know certainly obviously the team, the New Relic team and our team, and many other companies, you know, there's a lot of companies that are committed to supporting and engaging in the nonprofit space. And, you know, we certainly, in my experience, one, nonprofits are often really happy to kind of share their experience with one another and it's a pretty collaborative space. And so I think that's a great way to, you know, get additional education and experiences as one of their experiences have been and, you know, kind of maybe avoid some common challenges. And then I know that we also, you know, have teams that a lot of the different companies have teams that will, you know, help kind of evaluate, you know, what value might you see out of this over time, right? And so I think that whenever you feel at your own organization, you know, you want to place some time to engage with the different, you know, solutions, obviously that's a process in and of itself, but there are resources to kind of help you think through some of those, you know, trade-offs and the challenges that might come. So, and I know that, you know, Michael, you've just got a wealth of experience. I know you do a lot of sort of sharing your experience and then you've done that with us at PagerDuty and I believe with New Relic and others. So we appreciate that and the ability to have this time with you. And like I said, we could go probably through this whole hour just in conversation, but we'll pivot into making sure we have some time for talking about New Relic and PagerDuty and that's Q and A along the way and just appreciate you sharing, you know, in this webinar and others, the experience you've had and certainly valuable to hear your experiences. So thank you for that. It's been a pleasure. Yes, thank you again. I'm sure there'll be more in the future here. So I will go ahead and again, in the interest of time, I'm gonna go ahead and turn it over to our friends at New Relic and Matt and team can speak to you a little bit more specifically about that platform and what it can do and how New Relic and PagerDuty, you know, integrate and then we'll do the same on our side. So Matt, I'll turn it over to you. Wonderful, thank you so much, Jesse and Michael. I just love the points you were driving there. Great conversation. Like you say, Jesse, we can go on about it. Everybody here, feel free to reach out to Holly or to me if there are things where we might be able to help you too. That's one of the message we wanna plan out there for you. You're not alone in this. I saw a question about, you know, the complication of roles. So there's all kinds of things flying in the chat. I think, you know, we're here as not only on behalf of the product on our platform, but on behalf of the community. So, you know, don't be bashful. Feel free to reach out to us. With that, I wanna introduce Daniel Kim. Daniel's amazing. I don't wanna steal too much of his thunder. We're just so lucky to have him joining us today on behalf of the program to segue over to what he's gonna present. I just wanna let everybody know what New Relic is all about at a very basic level for those of you who may not know. We're here to help you provide visibility into your technology and to help you move faster through that visibility and partner with PagerDuty from a workflow and collab ops perspective. Very well, great partnership there. So to bring it down to earth a bit, I think Daniel's gonna give us a demo. So he'll build up to that. But I'll pass the ball over to Daniel from our developer relations team and he can take it away from here. Thank you, Daniel. Yeah, for sure. Hi everyone. Welcome to the webinar. Thanks for joining us. I know it may be early or late for some of you depending on where you are in the world. And I want to talk to everyone about like observability and kind of broadly what New Relic and other companies in this space do and how it can help your nonprofit. And I wanna just start by saying that this stuff is really hard, especially if this is not your background and you haven't been doing this for lots of years. Me personally, before I joined New Relic, I had no idea of the complexity of things that lie behind operations teams and making sure that things stay up. So I wanna make sure that to let you know that this stuff is hard. So if you get started to get into the weeds and you find it very overwhelming like saying, like I found it very overwhelming as well. So before I dive into like what observability is and what New Relic does, I wanted to kind of talk about what I do at New Relic real quick. So I mean, principle developer advocate at New Relic, which means that I go and talk to developers and other folks that may be using New Relic or other platforms that to help them get better visibility into what they're running in the cloud or their environments. I'm also a founder of a nonprofit called Bitproject. We help kids, high school and college kids get real-world hands-on experience with developer tooling and like building their own projects. So I'm pretty familiar with like TechSoup and all of the ecosystem around nonprofit like tech tooling. So if you also have questions about that please feel free to reach out to me. And I also love talking about observability. So today I'm gonna talk about like why you as a nonprofit person should care about ops and observability. So if you are running a nonprofit in today's age you're probably relying on digital infrastructure to host parts or most of your operations depending on what your nonprofit does. Whether it's managing volunteers, managing donations. A lot of things happen on the cloud or on websites or applications. So when they go down you get very interesting messages ranging from the vanilla, I can't access your site or this donation link doesn't work to more spicier comments like this doesn't work or this is so slow and unusable while they ever use this, et cetera, et cetera. So when this happens, New Relic is the platform that can help you get up and running. So find the issue faster so you can go fix it and get on with your day. And the thing with these modern websites is that as your nonprofit grows and your tech stack becomes more and more complicated it kind of turns into a spider web if you will of different services that you kind of glue together. So if something goes wrong it's really hard to figure out what part of my app on the cloud is failing so I can go fix that part of the app. So my constituents or my donors are able to get on with it there and use my services. And I wanna walk through the layers of complexity in a modern tech stack. So the first kind of most base layer of an outage could be related to an infrastructure issue. So that means that the underlying hardware like the virtual machines or the physical servers that you use might be down. So that could be an issue why your app might be down. If you are in a more modern scaled environment where you're using some complex technology like Kubernetes to orchestrate and manage your workloads on the cloud it might be an issue with Kubernetes or it could be an application issue because a developer that's working on your application might have pushed some backcode and then that piece of code is causing all sorts of problems in the environment. So even in this very simple kind of demonstration you saw that there's different layers and different problems that could be the reason why your app isn't working. So New Relic helps you find out what is going wrong so you can go fix it. So that's what New Relic does. We're, you can think of us as a giant database that just sucks up data from every part of your tech stack whether it is third-party SaaS services, the tech platforms you use, your websites themselves, your applications, your Kubernetes clusters, whatever it may be. We have hundreds of integrations with multiple different technologies so you can get full visibility into how your systems are performing. So for example, you can install our integration with Kubernetes or Java or whatever technologies you use. So you can click in and get exact real-time data into how they are performing. So if something goes wrong, you can go fix it faster. So here's another, like the next slide is going to be like a reflection of what would be a modern workflow leveraging New Relic and PagerDB. So let's say for example, you're hosting your website on a physical server and because of all of the amazing work that you do, the traffic increases to the point where it's about to hit the CPU usage limit of the server that you're... So New Relic can constantly monitor how your server is doing in terms of how much is being used. And if it crosses a certain threshold, it can alert you via PagerDuty to be like, hey, developer or hey, IT person who's working at the nonprofit. This app is about to hit the CPU usage limit for your server. So you should get someone to look at it so you can either get another server or increase the allocated amount of CPU that it's allowed to use. You can leverage technologies like PagerDuty and New Relic to automate that process. So you don't have to wait to hear from a customer to be like, hey, your app isn't working for you to go fix the problem. You can proactively be warned by technologies like New Relic and PagerDuty to be like, hey, this is about to hit the fan. You should go have someone investigate that so it doesn't affect the customers in the future. So this is a very simple, very simplified view of what could be possible with PagerDuty and New Relic. So that's all I have regarding like what New Relic is. So I wanna do a quick demo of our platform and how it might be useful to your nonprofit. So this is a just dropped in view of what my New Relic account looks like. And you can see there's a lot of entities here, like a lot of things that I'm sending data from. I'm pretty sure that you probably won't have 3000 different workloads sending you data, but this is kind of a bird's-eye view of how all of my applications in various parts of my environment are doing. You can see right here, all of the red ones are the things that are not doing so hot. So if you're an IT person, you can go and click into various things that are alerting and not doing very well and get more detailed information about what might be failing so you can go fix it faster. So let's say you have a couple of errors in your website. So that's very common. If you deploy things into the cloud, you'll know that nothing is ever perfect and everything breaks down eventually. If I click into a particular error, New Relic can help you contextualize a lot of the information that we gather from your environments. So here you can get very, very basic information like the number of occurrences this particular error has caused. So you can see like how much of your potential customer base or your donor base could be affected by this particular issue. In addition, you can get additional attributes that give you more context into where this issue might be happening. For example, like where it's happening. For example, here you can see that it's happening in the Google environment as well as the exact part of your applications that might be failing. In addition, you can get awesome things like stack traces and other technical details to help you debug things faster. In addition, you can see here that we have integrations with things like JIRA as well as ability to assign this particular error to a person so you're able to work collaboratively on issues that might be plaguing your system. So if we zoom into the particular service that it's airing out in, we can get a couple of really useful details. So here you can see very awesome golden metrics. So you can get things like response time or how long this particular part of your application is taking as well as things like throughput. So how many times that it's being called as well as the number of errors that it's producing. Another really cool thing about New Relic is that you're able to visually visualize how your error is impacting the rest of your large system. So let's say for example, I wanna look at a particular error and how it's affecting my system. I can see here that this part of my system that's airing out might be due to a root cause that might be further up the chain. So New Relic helps you visualize very complex systems in a pretty easy to see visual way. So you can figure out the root cause of a particular error faster. So you can figure out, hey, I should take a closer look at the checkout service because it's connected directly to a cart service that's airing out. In addition, we use a really cool tooling like machine learning to be able to figure out, hey, like this part of my application is 242% slower than average. So maybe I should go take a closer look at this part of my application because it's not doing as well. So yeah, that is basically New Relic. It is a way for you to visualize your very complex environments in the cloud by sucking up all the data using our integrations and helping you figure out, hey, if something is going wrong, where should I look to go fix it so you can go get up and running faster? So yeah, that's like my demo for today. Like let me know if you have any questions about New Relic. But yeah, thank you so much. Great, thank you Daniel, that was great. And I know there's a lot there and stuff to cover in this amount of time. So if folks have questions again, feel free to put them in the chat. I know that we've shared folks who are sharing our contact information. So hopefully this is just the start of conversations and we're always happy to answer questions, whether we have time today or as follow-up. So as mentioned, similarly, we wanna share just a little bit more detail about PagerDuty. So let me share my screen real quick and make sure that you are able to see that. Okay. All right, maybe a thumbs up or just confirmation of audio real quick that you're seeing that. We'll see you, Jesse. Great, thanks Holly. Appreciate it, you got three screens and you never know for sure. All right, so yeah, so as I mentioned, we wanna share just a little bit more. I'm gonna keep the slides brief so that we can focus a majority of our time on the demo from Maggie so you can get a sense of what it looks, actually looks and feels like and does. So very briefly, what's our mission at PagerDuty? What does the platform actually do? What are we focused on in terms of working with non-profit and social impact organizations? And then we'll do the demo and hopefully have plenty of time for Q and A. So our mission at PagerDuty is to revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world. That is the company overarching mission and what we think is sort of the role of incident response and digital operations within the way that organizations are carrying on with their mission and their business. So what does that mean? This is a very, just sort of quick graphic of what is that kind of, what is the comparison, right? We've talked a lot through this time about digital transformation and all of you have probably experienced this very directly in various ways, right? In the way you're trying to kind of support the operations of the organization. We've gone from customer agnostics or signal pour manual work to very customer-centric signal and data-rich automated environments. Obviously everyone's on a phone or has a digital device readily available. That means they can engage with organizations more actively and more agile manner. And that means that there are more systems, more data, more information for you and an organization and all of us to kind of process and manage to serve your missions, right? And that means also as Michael alluded to earlier and Daniel did as well, things are gonna happen. There are gonna be challenges that in the nature of digital environment something is gonna go wrong. So having the ability to understand using platforms like New Relic to kind of capture that information. And then with a platform like PagerDuty to sort of digest that information and decipher the signals to understand what that means, where what teams might need to be involved or what systems are being affected so that you can hopefully sort of minimize the time it takes to understand what's going on, rally the right resources and people to address whatever that's that trouble or issue is and then keep your systems up and running ultimately obviously with the goal of serving your constituents and your beneficiaries and your communities most effectively. And so we know that in the nonprofit context that can mean a matter of life or death seconds can it can mean not getting food to somebody that's experiencing hunger. It can mean not being able to respond to crisis or support somebody on a hotline. There's a lot of different sort of real world applications that that means. And I think that that's always important for us is to keep it in the context of how does that actually impact people? So this is just a handful of different organizations that are more that are using paid for duty and you've heard some examples already and I'll tell you briefly just about a couple and then we'll move into the demo. But I think the point being we know that in a lot of ways, nonprofit social impact organizations are sort of the definition of real time mission critical work and our goal is to help you be able to do that and keep that those services up and running. So one organization is that's an interesting example is Nextleaf Analytics. That organizations on a mission to preserve human life and protect our planet by designing sensor technologies, generating data analytics and advocating for data-driven solutions to empower low to middle income countries. And PagerDuty partnered with Nextleaf Analytics for a pilot program to understand and solve power outage issues in sub-Saharan Africa where only 28% of hospitals have reliable power. And basically the way they're using PagerDuty is by being able to get more insight into or visibility into trends associated with power outages in these areas. And then they get, we're able to gain more insight into generator usage, clarified financial projections, negotiate with service providers and ultimately get more intelligent and help the hospitals to manage power outages so that they could serve their patients more effectively and in a more reliable way. And so that may not be sort of an expected way that you would think of or use PagerDuty certainly in a technical use case in terms of monitoring these outages, but in a almost third party way to support the efforts of the hospitals and their ability to provide the healthcare that they aim to provide. One other example is the Trevor Project which is an organization that focuses on suicide prevention efforts among the LGBTQ plus community. And they are effectively a crisis response platform that operates 24-7-365 and they want to make sure that that platform is up and running at all times. If they can, in order to best serve their community they need to make sure they're available and they need to ensure that their systems are up and running. And so they have leveraged PagerDuty to do just that to improve their ability, their time to respond and resolve issues with their platform. They're an engineering team to have a dynamic on-call schedule so that they can balance the workload and share the effort in addressing potential challenges that come up at the platform and respond as quickly as possible to address those. And one other just interesting sort of added use case with Trevor Project is they've got an online community where folks are engaging with one another in that online space. And Trevor Project has actually leveraged PagerDuty to flag and create alerts for key terms. And so they've got a certain subset or a set of key terms that they've identified and if those terms are mentioned in the online community they can receive or a notification alert can be sent to their client support team. And that team can then reach out to a community member and offer support if they're in a time of particular need if there are terms around suicidal ideation the ability to see that, get an alert and respond to that quickly. Sort of a non-technical application of how you could actually use a tool like this to really directly impact lives and the community you're working with. So those are a couple of examples and I wanna turn it over to Maggie to actually give you a demo and a little more insight into how the product can be used. So I'm gonna go ahead and stop sharing and I'll turn it over to you Maggie. Thank you, Jesse. So for the demo portion I'm going to share a prerecorded video that I made yesterday just to make sure we can get through everything in the allotted time. So you guys should be able to see my screen. I'm gonna start playing it. So before we jump into the demo today I wanna give a quick high level overview of what PagerDuty is and how it works. So the first part of my screen you see this invent intelligence box. So what PagerDuty is doing is we're ingesting an enormous amount of data from your system. So think of all of the things that your constituents your donors, your beneficiaries as well as your staff interact with. For example, these digital signals could be coming from your monitoring tools. So New Relic, Datadog, SolarWinds and these monitoring tools are gonna be alerting you on the health of your systems. These alerts on their own can oftentimes be confusing and hard to understand for anyone. So with PagerDuty we're really gonna make sense of this information and alert you on the things that are important and actionable. So from there, PagerDuty is going to orchestrate the right response every time by automating the way that you engage and coordinate responses across the organization as well as how you keep stakeholders informed removing the manual processes that oftentimes delay the resolution. From there, PagerDuty can even go as far automating the diagnostic and remediation steps needed in order to fix the issue with or without human intervention. We'll see how that works in the demo. And now that we've gone through this quick high level overview we're gonna jump into that demo right now. Technology enabled services need to be operational 24 seven. And nowhere does this ring more true than for mission driven organizations where service reliability can make or break access to things like suicide and safety hotlines, disaster relief, time critical healthcare, and many more. For the clients and communities that these organizations serve seconds can be life altering. Let's take a look at how PagerDuty could help an organization whose mission is to deliver time critical healthcare to underserved communities. I work on the IT support team at this organization and I'm out walking my two dogs on my lunch break almost back to my house when my phone starts ringing. It's PagerDuty calling me and letting me know that an incident has been triggered on our crisis communication service. Not only did PagerDuty call me I also received an email, a text message as well as a push notification. I open up this push notification coming in from the mobile app and I see details regarding the incident. I can see that it's coming from our monitoring tool, New Relic. And looking at this, I see that it's affecting our crisis communication service. I'm gonna update it to a priority one because if something goes wrong on this service we're not going to be able to communicate with our frontline responders. Luckily with PagerDuty I'm able to do my work on the go in moments when seconds matter the most. Now that I'm back home after my walk I go ahead and log into PagerDuty from my laptop. Right now I'm looking at the service graph to see what the impact of this incident truly is. So our incident is occurring on our crisis communication network server. This service graph is helping me understand that if I don't address this immediately we are gonna have some issues not only on our emergency response communication service but also our donation center, our website and all of the other technical services that this relates to. So being able to look at this I understand the direct impact and I know that I need to address this issue immediately before our emergency response communication service goes down. So going back into the incident I take a look at the notes section. So this was automatically attached to the incident when it was triggered through New Relic. These are gonna give me some troubleshooting steps that I could try to go through as I begin trying to figure out what is causing this issue and what I need to do to resolve it. After reading through the notes I realize I need to get more people involved because I don't know exactly what I need to do in order to fix this. I don't have the time to sift through spreadsheets to figure out who's on call and who can help me. I also need to update all of our frontline workers of the issue at hand. Luckily with PagerDuty I'm able to initiate a response play. I'm gonna run this P1 major incident impacting our crisis communication line. When I run this play it's going to go out and figure out who's on call across the various different teams. So we have our crisis communication engineers, our crisis communication team as well as our infrastructure team. So I didn't have to go through and try and figure out who exactly we needed to pull in. PagerDuty automatically did that for me. Can see that a conference bridge was automatically added as well. So when the team gets together to try and work and solve this issue they can simply click the link and jump into the conference bridge. I can also set a Slack or Teams channel which will invite all of our responders into that line of communication completely removing the manual steps I would typically have to take if we didn't have a tool like PagerDuty. Running that response play also automatically posted a status update. So I want those frontline healthcare workers to be aware that we're experiencing some issues on this particular service. So they should have received a text message or an email letting them know that hey we're experiencing some issues. They're also gonna have access to the status dashboard where they can get a holistic overview into all of the services that they're subscribed to and the health of these different systems. So now your team can focus on resolving the issue rather than having to email and communicate with stakeholders. After speaking to the broader team we determined we need to run some diagnostic scripts on this particular service to pinpoint exactly what is going on. I'm gonna run this automation action of checking the disk space. Being able to run this automation job quickly I'm able to see the output report here and figure out what the root causes. Based on this information I know that I need to restart the service. I'm able to run this remediation action and restart the service without ever having to leave PagerDuty. Without automation this process would have gone through several different escalations, several different teams and several different tools. We can see that this resolved the issue. All of our services are operational and healthy. We were able to proactively identify the issue and resolve it before it impacted any of our end users. Thanks to PagerDuty we were able to execute on our mission of delivering time critical healthcare to communities. When seconds can be a matter of life or death, when downtime means a delay in reaching people, when you need to be ready for anything, that's when PagerDuty gives you powerful response and automation capabilities. That way you can deliver more reliable services, build more resilient systems and have more time to focus on your mission. Thank you all for watching this demo. Great, thank you, Maggie, for doing that. And hopefully that provides an example through various use cases for both PagerDuty and obviously New Relic. I know that there's a lot of complexity and I'll speak for myself that there is elements of that that are way beyond my expertise. But I think that a lot of folks we know on this call are, you know, have some level of experience and certainly were available to talk through any of these things in more detail in follow-up conversations. I think also just very quickly wanted to highlight, I don't know that we did, but both New Relic and PagerDuty as well as a number of our sort of peers in the space, you know, have a strong commitment to the nonprofit social impact space. And that includes not only folks that, you know, have experience in both areas in terms of the tech as well as with nonprofits, but then we also have special, you know, pricing programs and product offerings. And so those are certainly things that we can, you know, answer questions on and follow up to this, you know, and so we'd love to hear from folks. I'm aware that we're getting close on time here and so wanted to see if there are any immediate questions that folks would like to ask. I know there's been a lot of back and forth in the chat, but if there are any questions that folks would like to try and have answered, certainly feel free to drop those into the chat. And then we also have kind of a final poll question that we'll throw out there. So it looks like Kirk said more info on infrastructure monitoring. Maybe Dan, I'll let you, oh, did we, no, you're still there. Sorry, Dan, I didn't see you. Dan or Matt, if you want to chime in briefly on that and then obviously we have more follow up information that we can certainly share. Yeah, so regarding infrastructure monitoring, New Relic as well as a lot of our partners have the ability for you to be able to hook into your infrastructure where it's bare metal, like if you're running your own Linux servers, we can have them for that. Or if you're using a cloud platform like AWS or Azure, we have integrations where you can pull infrastructure level data directly into our platform. So like, I think it depends on like what your setup is, but more than, more likely than not, we will probably have some way of for you to monitor that infrastructure. Reach out to us, Kurt, we'd love to help you. Yeah, and similarly, I paid your duty, I think there's over 650 integrations with different platforms. So figuring out sort of that mapping, I think is really critical and having some expert folks like Dan or Maggie or even Matt who has lived it on the nonprofit side, being able to have our teams work with you to kind of map through that process is certainly something that we can do. I see, Daniel, I know you and I had a little back and forth and you asked about DIA issues and or initiatives, sorry, and how we might use these platforms. I think it's a really interesting question. And I think that being able to dig into that a little bit more just to make sure that we're actually in an alignment on what you're asking, but I think sort of what it seems like you're saying is that this idea, the ability to identify certain issues within a service or even in the field and being able to send alerts to help folks that need to get involved, right? And I'll give you one other really quick example of an organization that is using PagerDuty actually in a non-technical manner entirely, they have folks that are basically responding to violence in their community and they have sort of field, I'm joking, I'm blanking right now and they're gonna specific to role title, but they're really out in the field responding and trying to engage in incidents where there are violence and maybe intervene and or respond to the aftermath of violence, whether that be with families in the hospital and they use PagerDuty simply to send alerts to those teams when something happens, right? It's not about their digital service, it's about something that's happened out in the community. So, that may be a little bit akin to what you're talking about, but certainly could have follow-up conversations and I think there are a lot of really interesting, both really core technical use cases, but also these non-technical sort of alert and incident management, obviously, that covers a wide range. So yeah, I would love to chat more about that. I'm trying to think, because anything else, maybe we could go ahead and launch the final poll question. Captain Aretha, just to get a sense of folks who feel like this has been valuable, hopefully it has been valuable time. It's great to see that I know folks have time commitments and some folks had to drop off, but great to see the engagement in the chat and to see that folks have stayed on and obviously we will share out follow-up information and recording and would love to have ongoing conversations, I think on both sides, certainly an open door to reach out to any of us. I think you have a lot of our contact information here. Yeah, one thing to note, we are doing this, part of a series and we're really thankful to work with the TechSoup team and our teams and we're gonna bring in some others to talk about what is the journey of modern ops and digital transformation. So we're doing one November 9th, I believe is the date where it'll be all of us as well as our friends at Slack to talk about collab ops in the spirit of digital operations and digital transformation and then we will likely be doing another one in December and so if you have topics or questions that you'd like to hear about in that context, please let us know and the TechSoup team know and we would love to make sure that we're making us as relevant and valuable for you, knowing that there's plenty of things you have on your plate and gotta choose how to spend your time. So I see some chat that's going on and see some responses around what have, I think that how you feel about your organization's digital transformation journey still confused. Nothing wrong with that. And again, there's a lot of resources folks on this call as well as other things TechSoup provides and our organization provide and our goal is to be helpful and to support the community. All of us have made a point to be working in the nonprofit space and with nonprofit organizations and so we would love to help however we can. Certainly providing more clarity on the tools themselves and it's great to hear that some folks feel like there's at least a better understanding of digital transformation, certainly a long journey and a complex topic. So we don't expect that we're gonna answer all the questions in this short amount of time, but we'd love to continue the conversations. So I think we're basically about to wrap right on time here. I'm gonna go quickly check back to my notes on anything that I didn't cover and then Aretha team, if there's anything else you wanna add, feel free to chime in here. But I think we've covered everything and again, we just really appreciate your time. We hope this has been helpful and we look forward to additional conversations here in the future. Yeah, just thank everybody for being here and we'll see you on the next webinar. Take care everybody. Thanks everyone. Take care, have a great day.