Gather usage data related scenarios under fulfillment section
Overview
To gather potential usage data related scenarios that fall under fulfillment section.
Usage data in this context can be the following operational data that is required by seat link usage for Overages, QSR & true ups, renewals etc
- Seat & Add on usage (SaaS or SM)
- Max seats owned under Tier plan
- Seat changes (True ups, QSRs, Sales driven)
- Seats owned under Add on (Duo pro or Enterprise plan)
- License usage
- Cloud licensing
- Offline cloud licensing for SM (Usage data to be sent monthly in CSV format)
- Legacy licensing
- Special scenarios (trials, extensions)
- Subscription to instance/namespace mapping
- Data quality issues (incorrect mapping or missing namespace ID in given system) (more details here)
- Multiple orders in a Subscription (Free plan to sales assisted plan or Sales assisted plan to Add on for a given namespace)
- Ramp deals (Maybe needs mapping of namespace in subsequent years)
- Other scenarios
Background
- Gainsight uses data from multiple sources to provide an overview of the customer usage. The goal here is to have 80% of usage data for Saas and SM in Q2 and there by increasing in % of availability.
- What is usage data under fulfillment purview?
- Fulfillment is using seat link data via cloud licensing
- Saas is all on cloud licensing with the exception of how Dedicated is provisioned
- SM has the following options with respect to cloud licensing
- Air gapped or legacy license
- Offline licensing
- Cloud licensing adoption data for SM [here]
- Cloud licensing usage data for SM & Dedicated breakdown [here]
Current Scenarios
No | Scenario | Type | Description | Baseline (if applicable) | Team DRI |
---|---|---|---|---|---|
1 | Incorrect mapping of namespace ID to subscription | SaaS/SM | This is likely to happen if there has been a business entity change, merger, multi-year deal |
~600 subscriptions |
|
2 | Multiple orders to namespace ID | SaaS/SM | We have enabled multiple orders (stacking of orders) which could likely mean that some of them might be missing a namespace ID before this change |
TBD [Need to investigate] |
|
3 | Sales process : Booking and De-booking | SaaS/SM | If booking and debooking process is done - it is possible the namespace is incorrectly linked to the new opportunity or account during this process |
Since its SDFC<>CDot data integrity related |
|
4 | Sales process : Extending free trial | SaaS/SM |
Temporarily we may not see the seat link data till this becomes paid usage |
Atleast 100 requests per month have an average of 20 day gap | I don't think we can fix this as it is part of the process and its only temporary |
5 | Sales process : Renewal Extension | SaaS/SM |
Temporarily we may not see the seat link data till this becomes paid usage |
Atleast 100 requests per month have an average of 20 day gap | I don't think we can fix this as it is part of the process and its only temporary |
6 |
License provision : Dedicated (trial to paid conversion) [or] Dedicated opted out of cloud licensing |
Dedicated | Dedicated customers are given one user legacy license that they are expected to convert to cloud license after the setup process is complete - which they duly forget | 7 (as of April 2024) | |
7 |
Customer opted out of cloud license [Neogtiated] |
SM | Airgapped or negotiated | 20% of cloud licensed accounts | No resolution/TBD |
8 |
Payload failures [sending seat link data to customersDot] |
SM |
We should be able to verify by error monitoring [more context here] |
- |
groupprovision for actual seat link changes groupfulfillment platform for building comprehensive error monitoring |
9 | Proxy usage on customers instance and internet outage issues | SM | Missing Payload for seat link usage |
- |
OPEN - Would there be a way to measure this? I believe repeat data payloads should help backdate this information |
10 | Payload Rate limiting of customersDot application | SM/Saas |
We are only able to recieve a certain amount of payloads every 3-4 hours. And customers can only retry upto 24 hours [There could be missing data if there is always a mismatch between how long the customers can retry Vs how we receive information] |
- |
groupfulfillment platform to review and see if we can improve load management |
11 | Corrupt License data | SM |
if the user altered their license data and is unreadable [Can be verified by error monitoring] |
- |
For groupprovision - As a starter we can start tracking this |
12 |
Airgapped and opted-out license sending seat information via email [Missing emails or delays from customers] |
SM |
- |
groupprovision Do we track this? If not - should we start tracking this? |
|
13 | Add seats are currently not linked with cloud license | SM | Add on seats like Duo pro, Enterprise agile planning seats are not associated with seat link - should likely be a future improvement |
- |
Proposal
-
groupfulfillment platform to own and investigate the following possibilities
-
Incorrect mapping of namespace ID to subscription
Timeline - Start based on capacity in Q2
-
[First] Improve Namespace Data mapping success rate between CDot, SDFC, Zuora for the following scenarios
- Business entity change
- Ramp deals
- Sales type change [webstore (self serve purchase) to Sales assisted And Vice versa]
- Sales Process updates (booking<>debooking)
- Renewal opportunity changes
- Stacking orders or multiple active orders (subsequent purchase)
- [Later] Integrity check/Monitoring for Namespace check
-
[First] Improve Namespace Data mapping success rate between CDot, SDFC, Zuora for the following scenarios
-
Payload failures [sending seat link data to customersDot]
Timeline - Start in Q2 but likely to extend in Q3
- Ex- Integrity checkers, Exploring to see if we can expand retry capabilities
-
Payload Rate limiting of customersDot application
Timeline - Start in Q2 but likely to extend in Q3
- Ex- Explore options to upgrade necessary infra to ensure it is built to Scale
-
-
Seat link errors [Currently groupprovision owns this but groupfulfillment platform pick up based on capacity)
- Reduce Seat link errors due to missing namespace/order in Zuora or CDot
- Seat link error monitoring
The following items are currently owned by groupprovision and would likely require significant/Moderate effort
-
License provision : Dedicated (trial to paid conversion) [or] Dedicated opted out of cloud licensing
- This may not be an issue because dedicated team is aware of this and will likely include this as part of the process
-
Airgapped and opted-out license sending seat information via email [Missing emails or delays from customers]
- Reporting dashboard can be built out with existing cdot data to review this on an ongoing basis
-
Add seats for Duo pro and Enterprise agility plan are currently not linked with cloud license seat link - groupprovision to decide if and when this will be moved into cloud license seat link
Open questions
- What happens when if the license sync job fails to sync - How do we keep the max count seat information updated?
- Can firewalls block us from getting data synced - What happens to renewals, QSRs and billing if we don't have information about seat usage/max seats ?
- It does seem like sometimes there maybe abuse of seats as referenced here
- [For data team] What is the source that we are looking at to call it cloud license?
- [Context on provisioning] SDFC has an option for cloud license (sales can toggle it)- Data is pushed to Zuora and then to CDot and then we decide what type of license to send.
- [Note] We don’t edit SDFC or Zuora if they opt out after we delivered the license so in retrospect there could be out of sync data not matching to true type of license provisioned