ProactiveWatchEvaluation Guide for

Citrix Access Essentials VARs

Contents of This Presentation

• ProactiveWatch Overview (Features and Benefits)• Installing and Evaluating ProactiveWatch at your

Customer Sites• Using the Explorer To Manage the Servers at

Your Customer Sites (seeing the value)• Evaluation Program, Pricing, Billing, and

Subscription Terms

ProactiveWatch Overview

Features and Benefits

ProactiveWatch1. Software As A Service monitoring and diagnostics solution for clients

w/ IT Staff• Co-branded with your logo• Recurring revenue

2. Solution for improved support for clients where you are IT Dept. • Faster, more accurate resolution (lower cost)• Helps you meet/exceed SLAs

3. Platform facilitating Managed Services Offering

While providing Perfect Visibility into customer systems• Sell more projects• Proactively sell more capacity (H/W & S/W)

Our Partners say…• “ProactiveWatch alerts me as to every change on my clients’ systems”

– Joe Jessen, Director of Professional Services, Gotham Technology Group

• “We use ProactiveWatch to support the entire infrastructure at our clients' sites, which helps us ensure the smooth operation of their Sage MAS 90/200 ERP applications” – Kevin Page, IT Consultant, NextStep Technology Advisors

• “With ProactiveWatch I see all of my customers’ systems on one pane of glass” – Mike Morlock, Director of Engineering, Globalquest Solutions

• "ProactiveWatch generates a new recurring revenue stream for our business, and is instrumental in keeping us in front of our customers” – Douglas Horne, Senior Technology Consultant, D.A. Rainsberger Co.

Four Ways To Profit From ProactiveWatch Build a recurring revenue stream by

selling a subscription

Make Block Time and T&M Support more

efficient

Sell Managed Services bundled with

ProactiveWatch

Leverage “Perfect Visibility” into all three types of accounts and sell the customer more profitable projects justified by ProactiveWatch analytics

Each ten server customer is $450/month in revenue and $300/month in Gross Profit

Reduce cost of delivering support and increase billable utilization of engineers

Create a recurring revenue support and services business

Key Business Benefits• Customer Loyalty – see all of your customers on one pane of glass

(your competitors do not)

• Drive Services Revenue - know about changes that occur to your customers’ systems to pitch projects pro-actively

• Drive profitability - build recurring revenue stream selling ProactiveWatch subscriptions to your larger customers

• No Risk - No investment in back end infrastructure for you or your clients

• Simplicity – our business relationship is a simple monthly subscription (no yearly contracts or commitments)

• Flexibility – employ “unused” agents to deliver improved support, or kickstart Managed Services without risk/cost

Evaluating ProactiveWatch at your Customer Sites

Monitoring Details

• Availability– Networks, Servers, Disks, Services,

Processes, Application Crashes, Remote Site on or off Internet

• Performance– CPU, Memory, Client to Server and

Internet Latency

• Integrity– System Profile Changes

– Application Installs/Uninstalls

– Registry Changes

– Reboots (during the wrong times)

– Ports (desired and banned)

• Agents poll every 10 seconds

• Normal data is cached and forwarded every 5 minutes

• Abnormal data (alerts) forwarded immediately

• Approx. 1K of data per hour/agent (normal)

• No business data of any kind is collected

• All data is forwarded by the Gateway to the ProactiveWatch Servers over SSL (443)

What We Monitor How We Monitor

How is ProactiveWatch Deployed?• Back end application servers and databases hosted by us

• Install Agents on Citrix Servers, Windows Servers, Unix Servers, and (optionally) Windows Clients

• Install one Gateway (a Windows Service) per customer site

• VAR Console(s) allow you to see all customers on one pane of glass

• Customer Console for clients who have an admin or admin staff

• No firewall ports need to be opened to make this work!

Technical Architecture

Citrix Access Gateway

Internet

Customer’s Other Windows or Unix

Servers

Customer’s CitrixPresentationServer Farm

Web Servers

Fir

ew

all

ProactiveWatchGateway

Customer Explorer(Optional)

ProactiveWatch Back-end Server Farm

HTTPS (443) Port Open Outbound Only

Port Open Outbound

Only (29080)

VAR Admin ConsoleVAR Explorer

Port Open Outbound

Only (29443)

Port Open Outbound

Only (29443)

Remote Site

ProactiveWatchGateway

HTTPS (443) Port Open Outbound

Only

A

A

A

A

A A A A

Fir

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Internal Users

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Installing The Software

1. Sign up for a free ProactiveWatch Account and free 30-day Evaluation

2. Download Agent, Gateway, and Explorer installers from Manage Web Site

3. Download the Explorer Admin and the Quick Start Guide

4. Follow the instructions in the Quick Start Guide to:a. Select a Price Plan with the number of agents that you would like to try (you will

not be charged during your 30 free evaluation period)

b. Set up licensing for each customer in the Allocate Licenses page of the Manage Site

c. Install a Gateway at each customer site

d. Install Agents with your VAR ID, and a unique Customer ID for that customer

e. Install the Explorer (Console) at your site

Using the Explorer To See The Value of ProactiveWatch

See Every Customer and Server On One Screen

Customers

Servers

Monitors Alarms

The Monitors• Conn – Is the server communicating with our back end?• Lat – What is the latency for this server over the Internet?• C2S – What is the latency between any two sets of servers or workstations?• CPU – Is CPU usage to high, either in total, or by any single (rogue) process?• Mem – Is physical or virtual memory usage too high?• Disk – Are any of the disk volumes on the servers almost full?• Boot – Did the server reboot?• Apps – Have any applications been installed or uninstalled?• Prof – Did the system profile (IP address, etc.) change?• Reg – Did spyware or malware install itself in run or runonce in the registry?• Serv – Did a monitored service stop working?• Proc – Did a monitored process stop working?• Log – Did a monitored event log entry occur?• Port – Did a good Port disapear (1494), or did a “bad” Port appear (FTP)?

Detailed Alarm Diagnostics

Double-Click on any alarm in the main grid view to bring up Alarm History for that Server

Select an individual alarm to see:

1. Which processes and users are using the most CPU

2. Which processes and users are using the most memory

3. Which processes and users are generating the most disk activity

Easy To Use Citrix Capacity Analysis

Resource Utilization and Concurrent User data collected every 10 seconds on each server

CTX01 and CTX04 are identical hardware, have the same published applications, and are in a load balanced farm.

CTX01 is running out of memory. CTX04 is not. Why?

Compare Installed Software Across Servers

Select a set of rows in the Explorer, right-click and Application Compare

Colored rows mean the software is installed. White means it is not

CTX01 has Microsoft .Net 2.0, and a different set of hot fixes than CTX02

Compare Installed Software Across Servers

Select a set of rows in the Explorer, right-click and Application Compare

Selecting all of the servers in a farm highlights installation and version differences across the environment

Provides you with the data you need to sell farm rebuild projects to your clients

Easily Analyze Event Log Patterns

Select any row, right-click, choose Event Log Viewer

System and Application Logs are automatically collected for all servers (other logs can be added)

Log entries are sorted by Source and Severity

Detail provides a hot link for a Google lookup of the Event ID

Reports and Notifications

Scheduled Reports (SettingsScheduled Reports) summarize the alarm activity for each customer every week.

These reports are automatically generated every Monday morning and send via email to the selected addresses.

Notification Rules (SettingsNotification Rules) determine which alarms generatee email messages. Email can be filtered by alarm type and customer.

Monitoring TemplatesMonitoring Templates (SettingsMonitoring Templates) contain the settings and thresholds for all monitors.

Four Templates are provided and used by default, and are read only. Clone them to create your own templates.

To assign templates to a set of servers, select the rows in the Grid View of the Console, right click and select “Set Monitoring Template”.

You can have one set of templates across all of your customers or customer specific templates.

Evaluation Program, Pricing, Billing, and Subscription Terms

Evaluation ProgramApril, 15th – RegistrationApproved

30 Day Free Evaluation

May, 15th – End of

Evaluation

June, 1st – First Invoice

Sent

15 DayPro-Rated

Billing Period

July, 1st – Second Invoice

Sent

Full Month of Service

10 Servers $50 $100

20 Servers $100 $200

Price List

• Price Plans – Bundles of Server Agents that can be assigned to any customer

• VAR Consoles – Two concurrent VAR Consoles are included with every Price Plan. Additional ones may be purchased

• Customer Consoles – If your customer had an on-site admin, you can sell your customer a Console that he can use to see his servers

• Workstation Agents – Agents for end user workstations or PC’s. Sold separately from Price Plans of Server Agents

Pricing

Item US$ Euro GBP AU$PP10 $100 75 € £51 $127PP20 $200 150 € £103 $254

PP100 $500 376 € £257 $635PP150 $650 488 € £335 $826PP200 $800 601 € £412 $1,016PP300 $1,100 827 € £566 $1,397PP400 $1,400 1,052 € £721 $1,778PP500 $1,700 1,277 € £875 $2,159PP700 $2,300 1,728 € £1,184 $2,921

WA $1 0.8 € 0.5 € 1.3 €VC $50 38 € £26 $64CC $50 38 € £26 $64

100 Server Price Plan150 Server Price Plan200 Server Price Plan300 Server Price Plan

ProactiveWatch Global Pricing (Per Month)Description

10 Server Price Plan20 Server Price Plan

VAR ConsolesCustomer Consoles

400 Server Price Plan500 Server Price Plan700 Server Price PlanWorkstation Agents

Accepted Forms of Payment

• North America– Corporate Credit Card (will be charged on the 1st of

every month)

• EMEA, APAC– Corporate Credit Card (will be charged on the 1st of

every month)

– Bank Transfer in one of the accepted currencies transferred to ProactiveWatch Bank in USA

Subscription Terms

• You will be charged on the 1st of each month for the maximum level of service that you have used in the preceding month

• If you reduce the level of service in a month, you will still be charged for the maximum level of service in that month on the first of the next month, but the invoice after that will reflect the reduction

• You can cancel your service at any time, and owe only the invoice for the upcoming month

• We accept payment in US$, GBP, Euro, and Australian $

• The monthly fee includes support, all hot fixes, and upgrades to all future versions of ProactiveWatch

• Support provided by email (support@proactivewatch.com).

Other Resources

• Once you have your ProactiveWatch account, you can log onto the VAR Manage site

• This site contains:– All of the software to download

– All of the technical documentation

– Sales materials you can use with customers and prospects

• Any questions, please email sales@proactivewatch.com