Salesforce.com 2009 Annual Report Download - page 11

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Table of Contents
When installing an enterprise cloud computing application built by a third-party partner or developer, customers authorize the third-party provider
access to their data. Because they are built, managed and provisioned by third parties, we do not warrant the functionality, security and integrity of the data
transmission or processing.
Professional Services
We offer consulting and implementation services and training that complement our enterprise cloud computing CRM application service.
Consulting and Implementation Services
We offer consulting and implementation services to our customers to facilitate the adoption of our enterprise cloud computing CRM application and
platform services. Consulting services consist of services such as business process mapping, project management services and guidance on best practices in
using our service. Implementation services include systems integration, technical architecture and development, configuration and data conversion as well as
developing and delivering customized education programs for our customers. Most of our consulting and implementation engagements are billed on a time
and materials basis.
As the reach of our enterprise cloud computing application services grows, partners and other third party consulting and professional service providers
will likely play a more integral part in also providing these consulting and implementation services to our customers.
Training & Certification
We offer a number of traditional classroom and online educational classes that address topics such as implementing, using, administering and
developing on our service. We also offer classes for our partners who implement our service on behalf of our customers. We bill the traditional classroom and
some of the online educational classes on a per person, per class basis. There is a selection of online educational classes available at no charge to customers
who subscribe to our service.
In order to expand our reach to the growing customer base, we have also established an Authorized Training Center program that allows authorized
third party training partners to deliver training curricula. Additionally, as the population of administrators, developers, consultants and partners grows, we
established a training and examination program for Salesforce certification in specific areas of expertise.
Technology, Development and Operations
Technology and Development
We do not provide software that must be written to different hardware, operating system and database platforms, or that depends upon a customer's
unique systems environment. Rather, we have optimized our service to run on a specific database and operating system using the tools and platforms best
suited to serve our customers. Performance, functional depth and the usability of our service drive our technology decisions and product direction.
We built our service as a highly scalable, multi-tenant application written in Java and Oracle PL/SQL. We use commercially available hardware and a
combination of proprietary and commercially available software, including database software from Oracle Corporation, to provide our service. The
application server is custom- built and runs on a lightweight Java Servlet and Java Server Pages engine. We have custom-built core services such as database
connection pooling and user session management tuned to our specific architecture and environment, allowing us to continue to scale our service. We have
combined a stateless environment, in which a user is not bound to a single server but can be routed in the most optimal way to any number of servers, with an
advanced data caching layer. Our customers can access the service through any Web browser.
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