© Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.02

Solution Sheet

New Relic for SaaS ApplicationsProvide a Software Service Your Customers Can Depend On

Fast, dependable, and rapidly improving—by definition, that’s how Software-as-a-Service

(SaaS) organizations are supposed to run. Companies like Salesforce, Box, and Workday

have paved the way for SaaS businesses to be viewed as trusted service providers, but

they have also set precedence for high levels of user satisfaction, security, and minimal

user interruption.

Your customers depend on your site daily (sometimes continually throughout the day), so

there’s little room for error. And yet, at the same time, the SaaS market is growing increasingly

competitive, so customer loyalty is equally critical. If your web and mobile apps don’t live

up to user expectations, chances are, your customers will fill their business needs elsewhere.

New Relic is a SaaS organization just like yours. We understand the unique challenges you

face, and we provide the following features to help ensure your app is performing optimally.

Histograms & PercentilesHistograms offer the big picture view of your app’s performance, giving you more granular detail beyond an average response time. With histograms, all of your app’s transactions are surfaced and plotted so that you can easily identify which ones are the most time consuming, and which ones are speeding past the rest. Perce- ntiles allow you to view the response times of the 99th percentile and 95th percentile of your app’s transactions, along-side the median and average. They prevent you from relying only on the average response time of your app, and potentially ignoring transactions that slow your app down.

Release Features Faster and With Greater Accuracy With New Relic, SaaS companies can develop more quickly, while meeting users’ high expectations. The following capabilities are ideally suited to support an agile development process.

© Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.03

New Relic for SaaS Applications: Provide a Software Service Your Customers Can Depend On

Transaction TracesBeing able to pinpoint and solve performance issues rapidly is the key to success for a SaaS solution. Every minute spent searching for bottle-necks can lead to a customer abandoning your service. Transaction Traces provide deep visibility into the cause of application performance issues down to the tiniest detail. It shows you code-level diagnostics, including SQL call details and explain plans, as well as full stack traces. If you have a complex distributed architecture, use Cross Application Tracing to identify pain points anywhere in your architecture and resolve them quickly.

Deploy ComparisonsNew Relic provides Deploy Comparisons that allow you to see the before-and-after picture of your app’s performance when a change has been deployed to production. If any problems arise from a deployment, you can quickly roll back and make changes before it affects user satisfaction. Change logs and change re-ports show you the exact impact your code changes are having on the environment. The Deploy Comparisons feature is ideal for fast moving, continuously deploying, SaaS environments.

AlertingNew Relic lets you easily create Alert Policies to set thresholds for groups of applications with similar alerting needs. You can manage alert channels by creating specified user groups or leverage New Relic’s integrated channels, such as HipChat, Jira, PagerDuty, and Campfire. We also have handy iOS and Android mobile apps, so that there’s never a moment when you don’t have visibility into the responsive-ness and availability of your service.

Mobile MonitoringAs a SaaS provider, you probably have customers accessing your app not just on a browser at work or at home, but also on the go. If you have a native mobile app, having insight into its performance is just as critical as monitoring your browser applications, and being able to drill into how these two applications communicate with one another on the backend is essential. New Relic for Mobile Apps helps you stay on top of your mobile app’s performance, while ensuring customers always have anytime, anywhere access to your service.

Browser MonitoringBrowser Monitoring provides valuable insights into the actual experience users are experiencing on your site. It gives you details around JavaScript errors, AJAX timing, and let you manage end-to-end user performance with breakdown by browser, loca- tion, devices, and more–all in real time. As part of Browser Monitoring and our APM product, you also get access to Apdex score, an industry standard used to measure users’ satisfaction with the response time of your app our service. Think of it as a continuation of Browser Monitoring that’s presented as a service-level agreement (SLA); one that gives you better insight into how satisfied users are.

© Copyright 2014, New Relic, Inc. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.04

New Relic for SaaS Applications: Provide a Software Service Your Customers Can Depend On

Learn more about New Relic and how it can help your organization. Visit: http://newrelic.com

Platform PluginsThe New Relic Platform enables you to add additional monitoring capabilities to New Relic’s native web and mobile application, server, and Browser Monitoring. Not only does this help to consolidate and standardize on a tool you already use and love, but it gives you all the data, insights and customized plugins you need—all for free. And if you don’t see a plugin you need, we make it easy for you to rapidly create and deploy new plugins for your own use (or for sharing with our thousands of customers).

Delight Your Customers and See Revenue Skyrocket

With New Relic, SaaS companies enjoy the following benefits:

• Enhanced user satisfaction

• Faster feature releases with fewer interruptions

• Accelerated problem resolution

• Increased revenue and business growth

• Easier collaboration with a unified dashboard

You’ll receive your exclusive t-shirt after deploying.

Easily deploy New Relic’s agent and start seeing data in minutes

See page load times, get error rates, track slow transactions& monitor the full list of servers running your app

Get insight into app errors and isolate

the root cause

“New Relic is so ingrained in our process that every troubleshooting exercise we go through involves using the tool. It’s part of the Zendesk Fabric.”

Tim SturgeDirector of Operations,

Zendesk

Why New RelicNew Relic is a software analytics company that makes sense of billions of metrics about millions of applications in real time. Our compre- hensive SaaS-based solution provides one powerful interface for web and native mobile applications and consolidates the performance monitoring data for any chosen technology in your environment. When your brand and customer experience depend on the performance of modern software, New Relic provides insight into your overall performance.