Symantec Hosted Services Eugenio Correnti / Senior Pre-Sales Consultant EMEA 1
Symantec Hosted Services
Eugenio Correnti / Senior Pre-Sales Consultant EMEA 1
Agenda
• What is SaaS
• The SaaS Shift
• SaaS Key Objections
• Symantec Hosted Services Portfolio
• SaaS as an SLA Insurance service
• Business Continuity service
• Questions & Answers
What is SaaS?
3
What is Software as a Service?
A means of delivering value to a customer without them needing to take responsibility
for specific risks or costs.
• Customer pays for delivery against contractually agreed Service levels
• Also called hosted services or managed services*
• Information Risk insurance service
SaaS history
• ASP (Application Service Provider)
• SaaS (Software as a Service )
• PaaS (Platform as a Service)
• IaaS (Infastructure as a Service)
• SecaaS (Security as a Service)
SaaS basics
• Easy to install
• No technical ability required to administer
• Global infrastructure minimizes latency and guarantees availability
• SLA’s – Latency, Availability, Detection
• Subscription based : pupm (price per user per month)
Understanding Hosted SecurityScanning Email in the Cloud
Understanding Hosted Security Scanning Email in the Cloud
• Procurement
• Deployment
• Testing
• Performance Tuning
• Policy Administration
• Capacity Planning
• High Availability
• Patching
• Upgrades
Management Overhead
Understanding Hosted Security Moving on-site infrastructure into the cloud
Messaging
Web
• Management
• Traffic Shaping
• AV / AS / Content Filtering
• High Availability
• Management
• AV / AS / Content Filtering
• High Availability
HQ Office Branch Office #1
Branch Office #2…
Messaging
Web
• AV / AS / Content Filtering
• High Availability
• AV / AS / Content Filtering
• High Availability
Messaging
Web
• AV / AS / Content Filtering
• High Availability
• AV / AS / Content Filtering
• High Availability
IT Admin
Policy Administration
Management Simplified
Issue Costs to your business
Administration + Monitoring Reduces focus on core activities
Capacity Delays at peak times
Resilience Risks of business disruption
Technology obsolescence Repeated capital investment required
Typical software / hardware issues
Issue Reducing the cost to your business
Administration + Monitoring 24/7 operations and support
Capacity Maintained globally at approx 33%
Redundancy 100’s of servers in each cluster
Technology obsolescence Continuous service investment
SaaS solutions
Hosted Total Cost of Ownership
The SaaS shift
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1
2
3
4
5
6
2008 2009 2010 2011 2012
The market is moving strongly towards SaaS
SHS Strategy - Company Confidential 14
Calendar YearsSource: IDC and Symantec analysis
$bn
Estimated Addressable SaaS Market
DLPEncrypt/ERM
Remote Access/Monitoring
Endpt Mngt
Endpt Protect
Backup
Archiving
Web Security
Email Security
CAGR2009-12
31%
21%
30%
26%
30%
45%110%37%
56%
25%
Security
InformationManagement
ITEnablement
% HostedBy 2012
17%
21%
24%
13%
Hosted email security adoption and growth rates
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0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
UK
Den
mar
k
Aus
tralia
Sw
eden
US
A
Sin
gapo
re
Nor
way
Japa
n
Hon
g K
ong
Ger
man
y
Adoption of Hosted Email Security% of Business Email Accounts Protected by SaaS
0%
10%
20%
30%
40%
Annualised Market Growth in Customers(July 2009 to January 2010)
26 .1%
13.7%
8.3%
1.3%
1.1%
0.9%
0.3%
0.3%
42 .3%
Symantec
Microsoft
MX Logic
McAfee
Websense
Trend Micro
Proofpoint
Clearswift
St. Bernard
Other
4.9%
0.9% 5.8%
IDC: Worldwide Messaging Security SaaS Revenue by Vendor
IDC: July 2009Source: Backchannel
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Electricity ≅ SaaS
SaaS key objections
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SaaS key Objections
• Confidentiality
You can read my email / web traffic
• Integrity
You could lose my email
• Availability
What happens if your service breaks?
• Legal / Compliance
Government regulation / internal compliance say that I can’t outsource
• Cost
Confidentiality – You can read my email
Symantec Hosted Services scans email for some of the most security conscious organisations in the world:
• Email can already be read by your administrator, your ISP, the 3rd party’s ISP and the 3rd party’s admin
• The contract contains a Non-Disclosure Agreement (NDR)
• We use the most secure data centres to process email
• All new starter HR processes including background checks are ISO27001 certified
• We have been audited by our biggest customers
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Integrity – You could lose my email
Symantec Hosted Services processes many Billion of email connections each day:
• We thoroughly test all new upgrades before they are released
• We test all Virus signatures before they are deployed
• All servers have mirrored disks
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Availability - Clustering
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Over 100 servers in 3 different locations for every customer
Competitive risks to Businesses
Protection and Control
Cost Containment Staffing
• Keep threats out• Control sensitive data• Enforce compliance
• Do more with less• Quicker time to benefit
• CAPEX v OPEX
• Limited staff, expertise• Innovation vs. managing
infrastructure
SaaS offers the most accurate protection…
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Skeptic™
Commercial Scanner
Skeptic™
Commercial Scanners
Traffic Shaping
SMTP Heuristics
User Validation
Legitimate business email
Threats & legitimate business email
Connection Management
Anti-Virus
Anti-Spam
56.9%
1.4%
26.3%
0.03%
4.4%
9.8%
2.3%
0.02%
Source: MessageLabs Intelligence August 2009
Symantec Hosted Services Portfolio
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Symantec Hosted Services
Hosted Endpoint / Backup services ....
Web
IM
ProtectAntiVirus AntiSpam
AntiVirus AntiSpyware
AntiVirusAntiSpam
Content Image
URL Filtering
Enterprise IM
RecoverSecureControl
Boundary Encryption Policy Based Encryption
Archiving Continuity
SkepticTM
SaaS Governance: Monitoring & Reporting & Audit
•Real time dashboard
•Summary reports
•Audit reports
•Detail reports
•Scheduled reports
•User level granularity
Business Impacts
Email Security Web Security
Protection Controls
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Reduce time cleaning infected machines
Reduced threat of information theft
Increased Productivity
IM Security
Multiple-signature based scanners
Skeptic rules based technology
Industry leading detection SLAs
Blocks, Quarantines, Reports
Decreased Management Overheads
Business Impacts
Email Security Web Security
Compliance Controls
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Reduce offensive material, productivity
and resource risks
Reduce Administration with a
single portal
Enforce AUP consistently across the
business
IM Security
Create policies to monitor and enforce your AUP
Flexible rule creation based on users, groups, content etc
Customizable actions (Blocking, logging, copying, reporting)
SaaS as an SLA insurance service
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Global finance spam rate
Spam rate April 2010 / Belgium
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88.4%
Virus rate April 2010 / Belgium
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Global finance virus rate 1 in 350.4
Evolving Threat LandscapeWhen you are targeted
• One of the most sophisticated types of attack is one that is targeted directly at your company or your executives
• These are high sophistication, high cost attacks… and they are effective
56 56
45
71
61
49
43 46 46
52
57
107
65
38
46
41 40
31
23
Apr
08
May
08
Jun
08
Jul
08
Aug
08
Sep
08
Oct
08
Nov
08
Dec
08
Jan
09
Feb
09
Mar
09
Apr
09
May
09
Jun
09
Jul
09
Aug
09
Sep
09
Oct
09
40N
ov09
SLA unparalleled accuracy
SLAActual Feb‘10
AntiSpam effectiveness 99% 99.99997%
Spam false positive rate 0.0003% 0.000007%
AntiVirus false positive rate 0.0001% 0.000004%
Email & Web Service
Availability100% 100%
Average Web scanning time 100 ms 48.2 ms
31Billion emailconnections per day in Feb
1 Billion webrequestsper day in Feb
3.0Billion emailsscanned bySkeptic in Feb
4342.3 Million pieces of
Malware captured in Feb 2010
Thousand were captured only by Skeptic
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Supp
ort
Emai
l
Web
Industry Leading Service Level Agreements
AntiVirus Protection 100% protection from known and unknown email viruses
Credit is offered if a client infected by a virus
Virus False Positives 0.0001% FP capture rateCredit is offered if we do not meet this commitment
Spam Capture Rate 99% capture rate (95% for emails containing Asian characters)
Credit is offered if we do not meet this commitment
Spam False Positives 0.0003% FP capture rateCredit is offered if we do not meet this commitment
Latency Average roundtrip time of 100% of email delivered in less than 60 seconds
Credit is offered if latency exceeds 1 minute
Delivery 100% delivery guaranteeClient may terminate if we do not meet this
Service Availability 100% uptimeCredit is offered if availability falls below 100%
Client may terminate if availability falls below 95%
AntiVirus Protection 100% protection against known viruses
Credit is offered if a client infected by a virus
Latency Average scanning time of 100% of web content is within 100 milliseconds
Credit is offered if latency exceeds 100 milliseconds
Service Availability 100% uptimeCredit is offered if availability falls below 100%
Client may terminate if availability falls below 95%
Arch
ivin
g Service Availability Guarantee 99.9% uptime for archiving network
Client may terminate if availability falls below 90%
Appliance Replacement Guarantee If appliance fails during the warranty period, MessageLabs will repair or replace the appliance within 3 business days at no cost
Technical support / Fault Response critical - 95% calls within 2hrs; major - 85% calls within 4hrs; minor -
75% calls within 8hrsCredit is offered if we do not meet this commitment
Business Continuity as a Service
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How and when will your email fail?
Email failures by cause
Hardware27%
Infrastructure31%
Storage / Database24%
Software14%
Directory4% 75% of email
systems will fail in the next 12 months
EC Activation stats
Clustering, replication, log shipping and Exchange 2007 do not provide total protection
Clusters
Not Protected73%
Hardware27%
Replication
Not Protected42%
Hardware27%
Infrastructure31%
Log shipping
Not Protected18%
Hardware27%
Infrastucture31%
Storage / Database
24%
Availability + Recovery = Protection
Outage
Potential Data Loss
Email Availability ServiceProvide continuous service
during outage
Email RecoveryRestores lost messages since last good backup
Backup Email Restored
RTO= Recovery Time ObjectiveRPO= Recovery Point Objective
Costs of Email Continuity solutions
Hig
h C
ost $
$$Lo
w C
ost $
RTO Minutes 12 Hrs 24 Hrs 48 Hrs 72 Hrs
Email Continuity
Clustering
Replication
Tape
Cloud based Email Continuity service
Key features
• Partial activations – Can turn on for a subset of users• Seamless Outlook integration – For cached mode• Blackberry Support – BES and BIS• Forensically sound recovery – read / unread / deleted etc• Access to Calendar – Read only• Access to address books and personal contacts• Spell checker• Historical email – If required• No firewall configurations needed• Not always on – Better security, no “rogue” emails
Recovery Time Objective < 60 seconds
VisionSingle platform / multi-protocol
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Insight Seminar 41
Our key differentiators…
Insight Seminar
Software-as-a-Service Strategy
< 5%Annual
customer churn rate
14data centers infour continents
24 x 7 x 365global support
coverage HighNet Promoter
Scores
The risk of a malware infection for a 3,000 employee enterprise per annum200
new viruses stopped each day that are missed by conventional scanners
Best Alternative SaaS AV Product
70%
MessageLabs
<1%Source : AVTest.org
CustomerService
IntegratedArchitecture
Accuracy
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Thank you!
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Questions and Answers