As I’ve come on board at Eventador and gotten ramped up, one particular subject that stood out immediately as crucial to us and that we talk about in-depth, is the reality of our fully managed support. It’s one of, if not our biggest, key differentiator for our customers, and something that as a team, all of us at Eventador are in lock-step with.
But, sometimes the term “fully managed” gets overloaded, so I want to add some color.
The Business Model
First, if you’re not already aware, it’s important that you understand the business model that Eventador operates in. We’re a hybrid between a traditional SaaS and an MSP. Essentially, we help customers easily deploy a sophisticated software stack on a subscription basis (SaaS), but also retain the fully hands-on support framework of an MSP. Are we a SaaS company? Yes. Are we a MSP? Yes.
For organizations using technologies like Apache Kafka® having this mix is imperative. If your cluster goes down, it can halt your entire business in its tracks, so having the flexibility and ease of a SaaS business with the hands-on nature of the MSP is critical.
We had a prospective customer ask us recently, “Where would the line be for our Kafka deployment on which issues we can submit a support ticket for and which issues we have to handle ourselves?” Our answer was simple: There is no line.
For us, customer success is baked into every aspect of Eventador. From push-button ease-of-use across the board (shoot us a note if this is something you want to hear about in more depth) to being hands-on, down in the weeds with you during (or before) an issue with any part of your Kafka cluster, our goal is to make our customers successful.
Goals Are Good
Our goal isn’t to fit ourselves into some conceived business model. It’s to bring the most value to a customer and give them the type of service and support that makes them the most successful. It’s just that simple.
This is where the term fully managed comes into play. For us, it means that for any of our deployments, customers can rely on us to be remote hands-on clusters – fixing, patching, scaling, capacity planning, monitoring, or anything else that typically comes up in DevOps land. We do all that work, so, you the customer can focus on your core business, and use the streaming data API’s to best effect and never have to worry about the underlying infrastructure. This gives you massive technology and time-to-market advantages for your projects.
And we don’t just mean hands-on when it comes to an issue directly related to the Eventador deployment. This goes back to where the line is drawn (or in our case, isn’t drawn) for support requests. We offer 24x7x365 hands-on, fully managed support no matter what the Kafka (or Flink) questions may be.
Now, I mentioned earlier that “fully managed” gets overloaded. And that’s because many vendors have different definitions of it. And that’s ok. For some, fully managed means a support contract where they get phone support to troubleshoot a problem and advice or guidance on solving it. With this version of “fully managed,” the user still has to be a Kafka expert in order to implement the solve itself. Some may prefer that. But in our definition, “fully managed” means taking on all of that work so our customers can get to the work that drives their business forward.
Forgetting Labels and Focusing on Success
At Eventador, and I’ve said this a few times already but it’s imperative to reiterate, we are massively passionate about ensuring each and every one of our customers is successful with our stack. It doesn’t matter if it’s a simple Kafka cluster, or a combination of many components to build an entire end-to-end streaming application – we simply ensure you are successful.
We don’t need to be labeled a SaaS or MSP to do these things. We simply are the partner you want for deploying and managing your stream processing stack.
If you want to see what I am talking about, or if you are ready to try it out, you can deploy a stack in no time by signing up. Give us feedback, let us know how we are doing, and enjoy!