Best Practices for Effective Campaign Management 1

2 Tenzing designs, deploys and fully manages IT infrastructure for organizations running mission-critical Ecommerce, SaaS, and Enterprise Web applications. We work collaboratively with customers to achieve their goals through our award-winning approach to IT service management and a comprehensive portfolio of services. Company Highlights Founded in 1998, privately owned 450 customers (15% in the US and abroad) Tenzing clients power some of the world’s most recognizable brands Certifications: SSAE16, ISO 27001, PCI compliant Variety of dedicated, Cloud and Private Cloud environments Consistent double digit growth: last 5 years 80 employees (75% dedicated to service delivery) Corporate Overview

Coca Cola, February 3, 2013 Average page load time of 62 seconds

Ghosts of Christmases Past

5 47% of consumers expect a website to load in 2 seconds or less. 40% will abandon a website that takes more the 3 seconds to load. A 1 second delay (or 3 seconds of waiting) decreases customer satisfaction by 16%. 79% of shoppers who are dissatisfied with website performance are less likely to buy from the same site again. 44% of online shoppers will tell their friends about a bad experience online

6 Agenda Security Preparedness Campaign Management & Forecasting Performance Testing Change Management

7 Data and Infrastructure Security Patch your Servers (or approve your vendor to patch them) Ensure ports on your servers are not open unnecessarily Limit Access to your environment Dedicated usernames and passwords Review your user list regularly Rotate passwords regularly Implement a Strong Password Policy

Denial of Service Attacks Understand your Infrastructure Provider’s DoS response policy Invest in a DoS Mitigation Service Always On Pre-staged Test your Incident Response Plan

Campaigns Treat all campaigns like an application launch Segment your campaign into blocks Limit us of media Communicate to stakeholders Develop an Incident Response Plan to address problems and monitor your campaign closely

Promotional and Discount Codes Do not use new discount structures during your peak periods Test all discount codes before use When testing: Regression testing (test combinations of codes) Develop test cases which satisfy and break the discount rules End User Testing Keep a code library of discount codes Who can use them When On What

Capacity Assessments Start by projecting traffic Be aware of all Single Points of Failure Review current performance/capacity across your infrastructure Understand your Infrastructure Provider’s ability to add capacity

Load Testing Complete a Load Test after major changes to your application and prior to peak periods Identify Test Scenarios Communicate Testing to your infrastructure provider and Third party vendors

Stop Making Changes Establish a cut off to make non-emergency changes, be disciplined Communicate your freeze dates to all Stakeholders Understand your Vendors’ Change Policies