create `deployment` as asset that's accessible at account level

[ldieye]

@cmpera commented on Mon Dec 17 2018

background

• @vhamer and I had previously discussed creating Support Tier (or something along those lines) as an asset in SFDC, so that we can surface that information and track it at the account level

request

• capture deployment as an asset as well so we can create similar tracking mechanisms to accurately track on-prem vs. cloud vs. "hybrid" (both deployment options) at the account level as well as associated ACV with each deployment option
• proposed deployment options
  • cloud
  • on-premise
  • not applicable (this is applicable at the opportunity level, but not sure if that would ever apply at the account level 🤷‍♂️ )
  • hybrid / both (for those customers with both cloud and on-prem licenses)

resources

• existing reports trying to capture on-prem customers that would benefit from this change / addition:
  • on-prem customer pipeline
  • current on-prem customers

[cmpera]

@vhamer do we have an idea when we might be able to tackle capturing deployment / support level (there was a related issue that was closed out on the support one) at the account level?

with the forthcoming introduction of ZenDesk having that information at the account level that we can associated with issues will be important 🙏 🤞

[vhamer]

hey @cmpera sorry we've not completed this yet! it pains me, though obviously pains your team more.

we'll expedite. will complete in the next week!

[cmpera]

really appreciate it, @vhamer ! happy to discuss on a call as required, but initial fields that would be important to have exposed at the account level:

• Support Level (and thus also CS Level as they're tied)
• Deployment environment
• On-prem version fields (see #23 )

things we may need to keep in mind and/or discuss....

• tracking these at the opportunity level doesn't make sense unless there's a way to capture it at the opp then "roll up" to the account
• what do we do if in the future an account has multiple instances of CARTO ?

[vhamer]

Hey @cmpera -

We now have a Deployment field at the Account level that 'looks at' the Products (just the ones Active in the current subscription) listed on the Account, which can be seen under the new CARTO Products section, for example, for NREL (for the moment, ignore that Active CARTO Orgs is blank). The values for this field may be:

• Cloud
• On-Premises
• Cloud; On-Premises (this is the 'hybrid' option...couldn't easily call it Hybrid, had to do this instead....this indicates that at least one product is Cloud and one is On-Prem)
• [blank] (for any accounts without ny

The value in this field updated every 24hrs.

Questions for you before going further (and providing a similar Account-level field for Support and addressing the request re: On-Prem version fields):

• Once a customer churns, the value will be [blank]. Is that what you'd like, or would you like a separate field capturing all historical Deployments too (would have the same 4 options as above).
• Here's a list of all our current products. Column G is Deployment. Would you mind doing a review of that list to let me know whether there are any Products that should have a different value for that field? Keep in mind that if we change this field, we're changing it for all instances of that Product, for all customers, so we should be conservative in applying a Deployment.
• Any other feedback?

[cmpera]

Once a customer churns, the value will be [blank]. Is that what you'd like, or would you like a separate field capturing all historical Deployments too (would have the same 4 options as above).

• i'm unclear what this would look like if we separated out the fields...

Here's a list of all our current products. Column G is Deployment. Would you mind doing a review of that list to let me know whether there are any Products that should have a different value for that field? Keep in mind that if we change this field, we're changing it for all instances of that Product, for all customers, so we should be conservative in applying a Deployment.

• i did my best to assess all of the product SKUs, and don't have any major revisions atm

Any other feedback?

• overall looks good!

[vhamer]

Thanks @cmpera ! I see our vacation schedules are woefully misaligned. Thanks for reviewing the SKU list.

If we separate out the fields, basically we'd have two:

• Deployment - Current
• Deployment - Expired

For a churned customer who was an On-Prem customer when they were active, the fields would read:

• Deployment - Current = [blank]
• Deployment - Expired = On-Premises

I'm inclined not to create the extra 'Deployment - Expired' field, as we can (now pretty easily) obtain the same information as part of an analysis project (for example, if we wanted to ask the question "what % of our 2018 churn came from On-Prem customers?"). Just not sure it would get used much at present. But let me know if you feel it would be useful, as I am easily persuadable.

[vhamer]

Going to close this for the moment, and will open a new ticket if @cmpera would like the additional Expired field to be added