Following major acquisitions of Docker Enterprise and Lens, cloud software company Mirantis Inc. is boosting its service offerings, including those related to after-sales and customer experience.
Mirantis has expanded its traditional subscription support services to the new Docker Enterprise Container Cloud product, according to Willem du Plessis (pictured), director of customer success and operations at Mirantis.
“Over the last six to nine months, we’ve invested a significant amount of resources in the Docker Enterprise support business with one focus, and that is to take the support business to the next level and … give the customers an optimal customer experience,” du Plessis said.
Du Plessis spoke with Stu Miniman, host of theCUBE, SiliconANGLE Media’s livestreaming studio, during the Mirantis Launchpad event. They discussed Mirantis’ offerings after the acquisitions, as well as trends in the area of customer experience and success. (* Disclosure below.)
Development environment gains a central role
One subscription service that Mirantis has extended to Docker Enterprise customers is ProdCare, a 24/7 mission-critical support offering. This looks to meet the demand of large companies for a full-time experience, according to du Plessis.
“It’s not the ability to just react to an incident on a 24/7 basis,” he said. “What I mean is, all those companies would have operation centers spread across the globe, so at every hour of the day it would be business as usual. What these companies require is a partner or a service provider that can match that level, that way of operating.”
The service also follows the recent evolution of the development environment, which has become part of the entire developer operations pipeline, according to du Plessis.
“What we hear from our customers is that they require a real enterprise-grade subscription where they can cover this whole pipeline under and have the same quality of service from, whether that is a dev or a production environment,” he explained. “So, if you have a failure on your dev environment and your developer cannot push code, that is the same level of criticality that there would be if the failure was on the production environment.”
Another subscription that Mirantis has made available to Docker Enterprise customers is OpsCare, which provides a platform-as-a-service experience for customers on their infrastructure of choice.
“That would include the monitoring and managing of your alerts, the incident management process, the problem management process, as well as change management that would include the life cycle management of the whole environment,” du Plessis explained.
This service allows organizations to focus on what is important to their operations and spend less time on what Mirantis calls “keeping the lights on.” The goal is to enable customers to “solely focus on developing the application, developing the workload and spend basically no time on managing the infrastructure and maintaining it … because that is done by Mirantis already,” du Plessis stated.
In 2020, all the platforms running under OpsCare have an availability number of above four nines — or or 99.99% availability — which is a significant number, according to du Plessis.
“That really just sets such a strong foundation for a customer to have that sole focus on what is important to them, and just sets that foundation for them to develop their workload, to develop their business and achieve their goals,” he concluded.
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Mirantis Launchpad event. (* Disclosure: TheCUBE is a paid media partner for Mirantis Launchpad 2020. Neither Mirantis Inc., the sponsor for theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
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