Managing a cloud service outage

Keep your options open

Ultimately enterprises need to have the freedom of choice so they can choose a deployment model that meets their price and uptime requirements. At ERP Cloud News, we advocate customer choice with regards to the deployment of cloud technologies. Vendors who create cloud software that is built for a single cloud infrastructure promote vendor lock-in and vulnerability to issues like service outages. Customers should be able to move transparently between cloud vendors and on-premise deployment options. The last thing any business needs is to be locked-in to a provider that cannot deliver service.

Option 1: In-House

The option to maintain complex ERP software on your premises is not for every business. Often this requires specialized knowledge and expensive IT resources and is not guaranteed to do better than trusting the experts running a SaaS solution. The on-premise option does prevent an outage if your internet service is interrupted and people are not trying to access the system remotely.

Option 2: SaaS with a Service Level Agreement (SLA)

If you elect to outsource your deployment, you might be able to save significant money on IT resources and hassles associated with software upgrades. If you elect to go this route, we recommend getting a service level agreement (SLA) and verifying the procedures in place to recover from an outage.

Option 3: SaaS and on-premise

Businesses with large budgets and IT expertise, can implement SaaS with an on-premises backup solution. This will provide a rapid way to recover from a service outage, but will increase the cost and hassle of running and maintaining your system. Most likely you would not implement an instant-failover arrangement, but store data as well as a copy of the application on premise. This arrangement is not possible with SaaS providers that run a single multi-tenant version of their software.

Software vendor or service provider?

Traditionally, there has been a separation of software providers and service providers. As more software companies move to the cloud, the lines between the software provider and the service provider have been muddied. The role of the software developer has expanded to include maintaining an operating environment, managing upgrades, tracking bandwidth, providing storage, providing customer service, purchasing hardware, and providing backups.

Software companies may outsource some or all of these features to a service provider. Some software vendors purchase collocation space and manage everything else. Others purchase infrastructure from a provider such as Amazon or GoGrid (power, hardware, bandwidth) and manage the rest. Still others purchase a platform from a provider such as Microsoft Windows Azure and only manage their application.

As software vendors begin to take on service provider responsibilities, mistakes are bound to be made. Developing software and managing data centers require different skill sets.

Many vendors are moving their applications to the cloud to capitalize on press opportunities. Recent announcements from EMC, Lawson, and Epicor repeat the same message – don’t upgrade your application, upgrade your infrastructure. At ERP Cloud News, we believe that you need to upgrade your application to take full advantage of all the benefits that cloud technologies can offer.

EMC says private cloud

At EMC World, EMC CEO Joe Tucci explained that businesses will not be willing to give up their existing investments in custom ERP applications. Further, enterprises will not be willing to invest in solutions which could lock them in to a particular vendor or cloud provider. For these reasons, he concludes that the way to the cloud is via a virtualized datacenter. More details are provided by Jason Hiner in his article EMC: Enterprise data centers won’t all flock to the cloud in ZDnet.

EMC’s Market

EMC is targeting large enterprise customers with legacy systems – the same customers that purchase a lot of EMC products today, but might be tempted to move to something different. Unfortunately, the indirect message is keep running your same old applications that are built for the 1990′s in a new data center.

Lawson says public and private cloud

According to David Stodder in Intelligent Enterprise, Lawson Software uses Amazon Web Services to run its suite of enterprise applications so customers can benefit from the cloud. This implementation is similar to the EMC vision, where your existing application is run on a cloud services provider which is managed through virtual private servers.

Lawson’s Market

Lawson is targeting businesses with $50M-$250M in revenue that do not have IT expertise with this offering. For customers in the $250M-$750M range, Lawson offers an internal cloud based on VMware virtualization technologies. These moves preempt customers who may think of moving to an application that was written for the cloud. The message is keep running your same old applications that are built for the 1990′s in a new data center.

Epicor says public and private cloud

According to Chris Kanaracus in PC World, Epicor launched a new multi-tenant SaaS application based on it’s existing Epicor 9 software. The Epicor SaaS version only contains a subset of features available via the on-premise offering in order to simplify implementation. The Epicor press release, stops short of saying that the application has been re-written to eliminate client software and the maintenance hassles associated with it.

Epicor’s Market

Epicor is targeting manufacturers willing to spend $400-$1,000/month with this SaaS offering. In the future, according to Chad Meyer, Epicor’s Director of Product Marketing, Epicor plans to court larger customers with SaaS offerings as well as different verticals. Epicor 9 is a new release, but the indirect message is keep running your same old applications that are built for the 1990′s in a new data center.

Benefits when applications are written for the cloud

Moving ERP to the Cloud

Placing a web and cloud engineered application on the cloud provides benefits which are not available from moving a legacy ERP application to the cloud. Some of these benefits are described in the table below.

Related articles

• It’s time to re-write ERP (ERPcloudNews.com)