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Datto: Coming Soon To A Theater Near You

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Screen Shot 2015-12-30 at 10.42.54 AMAs evidenced by this blog, it’s obvious that Datto is a pretty unique and fun place to work. We tend to do things a little out of the ordinary and have tons of awesome perks for employees.With an office full of Star Wars fans, we HAD to do something big for the premiere of Star Wars: The Force Awakens. Last week, Datto rented out a movie theater in Norwalk so 200 employees from our Connecticut office could get their Jedi on. In true Star Wars fan fashion, Datto employees were ready at the stroke of midnight when the movie officially opened to head off to a galaxy far, far away.

To put a little Datto spin on all the excitement, some of our employees created their own trailers to be featured in the theater before the movie. This was a fun opportunity for some of our employees to show off their talents outside their typical job duties. Not only was a digital media team involved in the trailers, but technical support, training and even our CEO Austin McChord made a special trailer.

The employees were all given the resources required to pull of the impressive videos to  showcase their talent. At Datto, it’s not all about work. We also like to have fun and allow our employees to explore other interests that they may not typically get the chance to do on a weekly basis.

We liked them so much, we decided to share them. Check them out below.

 


Datto Launches Charity Committee

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2016 will be a BIG year for Datto. We’re excited to release new technologies, expand our geographical footprint and continue working closely with our partners to help them build successful companies. But beyond all of the typical day-to-day business, Datto has a brand new initiative we’re launching this year that we’re incredibly excited about – the Datto charity committee.

Datto’s charity committee will be tasked with organizing all of Datto’s community events and efforts. This year Datto organized countless events to better serve our local communities such as a Thanksgiving food drive that fed nearly 1,000 families and a holiday toy drive that brought in more than 500 toys and roughly $10,000 in donations.

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Aside from toy drives and food drives, the committee will also organize donations, sponsorships, and charitable races or walks. The committee will work closely with Datto employees to find out what they would like to be involved in and then push those community service initiatives.

Nicholas Hagen, Midwest Sales Manager at Datto accepted the nomination of committee chair.

“It’s great that I can be involved in this as part of my job. Charity is a big thing for me. I’m very involved in various organizations in my personal life, whether it’s the homeless shelter in Bridgeport, or the animal shelter. One of the things that is most important to me is helping children. I want the kids to have a nice meal and a place to stay,” said Hagen.

Hagen is happy that people will see another side of Datto and how much our employees care about giving back and working with our community.

“This is just another thing with Datto. People see our offices, how we’re able to dress and be ourselves on a daily basis. This is just one of the ways that shows how great it is to work here. Datto’s putting their money forward to allow us to get involved in causes that are important to us. I’ve been with the company over three years, and regardless of how big the company has grown, it’s never lost the heart it had from day one” said Hagen.

SIRIS Pancakes Lands On Vidyard’s Best Video Countdown

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What do world-renowned chef Gordon Ramsay and Datto’s signature SIRIS device have in common? Not a whole lot but it turns out Ramsay may have found a new, innovative way to make a yummy pancake.

At a company like Datto, you’d expect to find tech support, software developers and training staff; but you may not be aware that we have our own digital media specialists as part of our Marketing team.

Fuji Panjali and Eric Vondell are the brains behind our photography and video content. We recently highlighted their work for the Datto trailers that were created in honor of our Connecticut office outing for Star Wars: The Force Awakens.

In 2015, Fuji and Eric collaborated on a fun video for DattoCon 2015, a spoof of Gordon Ramsay’s cooking show featuring our SIRIS device – an unlikely but delightful combination!  

When Vidyard recently compiled their favorite videos of the year with The Ultimate Countdown: 10 Best B2B Video Marketing Examples of 2015 Datto’s SIRIS Pancakes video was featured as the “best play on pop culture.”

While our SIRIS is known for protecting critical business data, it’s also known for making some delicious pancakes. Well, not really, but check out the video anyway.

If Datto looks like the type of company you’d enjoy working for (how could it not?), check out our careers page for our current job openings.

 

Model-First Cassandra in Ruby

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At Datto, we are heavy users of Cassandra. Backupify, our cloud-to-cloud backup product, uses it to track and index over 20 billion backed-up items. Additionally, we use Cassandra to track customer activity, store file hierarchies, and track backup progress. Because we use Cassandra so heavily, it’s important that developers can quickly prototype and implement new data models. Cassandra is not the relational database you know and love, and the data access patterns that work for relational databases are not necessarily appropriate.

Datto has spent a lot of time trying to solve this problem, and has developed several open source Ruby gems that together provide an end-to-end data modeling approach that aims to balance ease-of-use with flexibility and scalability. These gems include Pyper, a gem for constructing pipelines for data storage and retrieval, CassSchema, a tool for maintaining Cassandra schemas, and Cassava, a Cassandra client. This post will outline the motivations for the storage approach we take with these gems, and go over an example implementation.

But first, some background.

Data Access and Index Tables

Unlike relational databases, Cassandra offers little flexibility in terms of data access. Data must be read out in the order defined by a table’s clustering key. Table joins are not available. This imposes two guiding principles when accessing data at scale:

  1. Data should be stored according to access pattern. Data may only be retrieved according to the clustering key in the table in which it is stored. If data must be accessed in multiple ways, then it must be stored in multiple tables.
  2. Denormalization is generally preferred. In cases where multiple access patterns are needed and multiple tables exist, it’s generally preferable to denormalize this data – that is, completely duplicate every required field in each table. While this comes at a cost of additional storage space, it allows data to be read from a single Cassandra node using sequential disk access, considerably reducing latency and cluster load.

Both of these are standard Cassandra data modeling rules of thumb, and this article won’t examine them in-depth. Instead, this article considers the repercussions these principles have on the data model and persistence layers of an application.

The following example schema illustrates these principles at work:

CREATE TABLE events_by_id(
  id text,
  user_id int,
  event_type text,
  event_data text,
  PRIMARY KEY ((user_id), id)
)

CREATE TABLE events_by_type(
  id text,
  user_id int,
  event_type text,
  event_data text,
  PRIMARY KEY ((user_id, event_type), id)
)

Each table here provides a different access pattern: events_by_id allows access to each event ordered by id, while events_by_type allows access to each event of a given event_type. The tables are denormalized, because both tables contain the event_data field.

Models And Access Patterns

In the example above, the tables events_by_id and events_by_type represent access patterns into some implicit “event” data type, but this type is not explicitly defined in the schema. We might expect an event to look something like:

Event

  • id
  • user_id
  • event_type
  • event_data

Comparing this to the Cassandra schema, we see there is no one-to-one correspondence between data types and Cassandra tables. Most object-oriented data access patterns, such as ActiveRecord, are built around the assumption that a model is stored in a single table. In this case, taking such an approach would result in classes with names like EventsById and EventsByType. This obscures the Event data type itself, making the underlying data model more difficult to understand. The application layer does not want to interact with an EventsByType. It wants to interact with an Event. 1

An alternative approach makes an Event class the first-class citizen, combined with a set of methods that define the access pattern. For example, we might decide on the following data model and access patterns:

Event

  • id
  • user_id
  • event_type
  • event_data
  • store(event): stores a single event
  • find(user_id, id): finds a single event by user_id, id
  • events_by_id(user_id): all events, ordered by id, for a user
  • events_by_type(user_id, event_type): all events, ordered by id,
    for a user and event type

These are the first-class citizens of the model, and should be first and foremost in the implementation.

The Building Blocks of an Implementation

Let’s get into the nitty-gritty of a full Ruby implementation of the model above, from the model class all the way back to schema management. Here are the tools we will use:

Virtus

Virtus is a gem for defining “plain old Ruby” objects with attributes. We will use it to define the Event data model. There are many gems that do similar things, but I prefer Virtus for two reasons:

  • It supports fairly robust typing on attributes.
  • It allows mix-ins and inheritance to be used among model classes, allowing for richer model definitions.

Let’s define a basic Event class using Virtus:

require 'virtus'

class Event
  include Virtus.model
  attribute :id, String, :default => proc { SecureRandom.uuid }
  attribute :user_id, Integer
  attribute :event_type, String
  attribute :event_data, String
end

CassSchema

CassSchema, is a Datto-developed gem for Cassandra Schema management. It allows a user to define a schema and migrations for different “datastores”, each of which is associated with a cluster and keyspace. (This allows the application to access multiple clusters at once, something we use heavily at Datto.) Schema files are defined in the cass_schema/<datastore>/schema.cql file by default, while migrations live in cass_schema/<datastore>/migrations/. Unlike ActiveRecord, migration state is not tracked and migrations are not ordered.

Let’s define a schema.cql file for our event class:

CREATE TABLE events_by_id(
  id text,
  user_id int,
  event_type text,
  event_data text,
  PRIMARY KEY ((user_id), id)
)

CREATE TABLE events_by_type(
  event_id text,
  user_id int,
  event_type text,
  event_data text,
PRIMARY KEY ((user_id, event_type), id)
)

And let’s define a cass_schema.yml config file, associating the datastore events_datastore with the schema defined above:

datastores:
events_datastore:
hosts: 127.0.0.1
port: 9242
keyspace: test_keyspace
replication: "{ 'class' : 'SimpleStrategy', 'replication_factor' : 1 }"

To use CassSchema to create our schema, we run CassSchema::Runner.create_all or run the cass:schema:create_all Rake task.

Cassava and the Datastax Cassandra Client

Cassava is an unopinionated wrapper around the excellent Datastax Cassandra Client, providing more flexible, ActiveModel-esque syntax for Cassandra queries. For example, client.select(:my_table).where(id: 3).execute runs a select statement on the my_table table. Cassava was developed internally at Datto.

While we can easily instantiate a Cassava client from scratch, it makes sense to base it off the configuration defined for CassSchema above. CassSchema actually uses and exposes a Cassava client, which we can access as follows:

session = CassSchema::Runner.datastore_lookup(:events_datastore).client
client = Cassava::Client.new(session)

Pyper

Pyper is a Datto-developed gem for constructing sequential pipelines of operations. It includes modules for storing and retrieving data using Cassandra. Common activities such as validation, serialization, and pagination are composed together as building blocks, or “pipes”.

Pyper makes the intentional design decision of leaving the construction of the pipeline to the user of the library. In other words, it has no restrictions over things like how a model is serialized, or to how many tables in Cassandra data is written – or even whether data is stored in Cassandra at all!

At Datto, this flexibility allows us to experiment and prototype data storage approaches without wrestling with a rigid framework. By encapsulating common operations as pipes, creating a data access pipeline tends not to be excessively verbose. Usually, developers can concentrate on determining the ordering of each step in the pipeline, rather than worrying about the details involved in each pipe.

Let’s make this more concrete by defining pipelines to write and read data in our Event example. Here is a write pipe, which stores an event to both the events_by_id table and the events_by_type table.

# @param event [Event] The event to store
def store(event)
  pipeline = Pyper::Pipeline.create do
  # First, serialize any hash/array fields on the attribute hash.
  # This is not needed for the event model and just for demonstration
  add Pyper::Pipes::Model::AttributeSerializer.new

  # Write to the events_by_id table using the Cassava client
  add Pyper::Pipes::Cassandra::Writer.new(:events_by_id, client)

  # Write to the events_by_type table using the Cassava client
  add Pyper::Pipes::Cassandra::Writer.new(:events_by_type, client)
end

# Push the event's attribute hash down the pipeline, executing each step in sequence
pipeline.push(event.attributes)
end

Each pipe in the pipeline adds a subsequent step to the series of operations performed on the event attributes that are initially pushed down the pipeline. The pipeline defined here will serialize the attributes from the model class, then write the attributes to the events_by_id table, then write the attributes to the events_by_type table.

And here is a read pipe that retrieves a page of events for a given event type, using the events_by_type Cassandra table.

# Returns all events of a specific type for a specific user
# @param user_id [Integer]
# @param event_type [String]
# @option options [String] :paging_state If provided, fetch this page of results
# @return [Array] A pair containing an Array of results along with a next page token, if any
def events_by_type(user_id, event_type, options = {})
  pipeline = Pyper::Pipeline.create do
  # Fetch the raw items from the table, as specified by the parameters sent down the pipeline
  add Pyper::Pipes::Cassandra::Reader.new(:events_by_type, client)

  # Deserialize Hash and Array fields of each event based on the the attributes
  # declared within the Event class. Not strictly needed since Event has no
  # fields of this type
  add Pyper::Pipes::Model::VirtusDeserializer.new(Event.attribute_set)

  # Create new Event objects from the raw attribute hashes
  add Pyper::Pipes::Model::VirtusParser.new(Event)
end

# Push the specified user_id and event_type down the pipeline. These will be used by the
# CassandraItems pipe to determine which events are retrieved. Subsequent pipes will
# deserialize the data and instantiate the Event objects.
result = pipeline.push(options.merge(user_id: user_id, event_type: event_type))
  [result.value.to_a, result.status[:paging_state]]
end

Pairing with the write pipe, this will read the items from the events_by_type table, deserialize them, and then parse an Event object for each retrieved event.

Pipelines for the other read access patterns are very similar, and have been left out here.

Expressiveness vs. Flexibility Tradeoffs

A full, working version of the above example can be found here. This includes all three read access patterns: by event type, by user, and lookup by event ID. Because these three different data access patterns are similar, code for the read pipelines can be shared. All-told, it is 50 lines of Ruby code and six lines of configuration. This might seem like a lot: an ActiveRecord version of a similar model would be a dozen lines of code at most.

The gain here, arguably, is one of improved flexibility and extensibility. First, by separating the model (Event) from how it is stored (EventInterface) allows for the storage mechanism to be changed in the future. By keeping Event as a plain Ruby object, we have a stronger guarantee that storage concerns have not leaked into the data model classes.

Second, Pyper makes explicit each step taken by each data access pattern. The goal of the library is to allow flexibility in the definitions of the data access patterns. For example, if we decide we need to store additional metadata as part of the storage process, it is just a matter of adding an additional pipe as part of the pipeline defined in the store method.

For small projects, the flexibility gained here might not be useful. Not all projects are concerned with changing their data access patterns. At this level, ORMs such as ActiveRecord (or the Cassandra-based cequel gem) might be more appropriate. At the scale and complexity of Datto’s cloud-to-cloud backup infrastructure, however, this flexibility is important.

Footnotes:

1 Of course, ORMs need not have this restriction: they could provide some means of specifying which data access patterns are needed, and from this infer the desired schema. We have not gone this far, and there are some arguments for not doing so. In the approach outlined in this post, the data model is explicitly decoupled from the storage medium(s).

Building Datto Down Under

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For this week’s contribution to the Tech & Culture blog, James Bergl is sharing his experience at Datto. James is the ANZ Regional Manager at Datto. He is responsible for leading Datto’s Australia and New Zealand expansion.

Running an entire region from your cellphone and laptop is an incredibly thrilling experience. Whether I’m working from home, enjoying the view of the city and harbor bridge, or working at our office in downtown Sydney, having the opportunity to cultivate such a fresh market is amazing.

Looking back to when I started at Datto about six months ago, the company had no customer base, no office presence and no local billing in Australia. Now, our small team has moved into a new 30-person office, demonstrating our anticipated growth. It’s a wonderful position to be in, and Datto has really set us up for success.

Right from the start, Datto has been incredible. I’ve been in the industry for years now, but I can honestly say I’ve never worked for a company that has invested so heavily in their employees. They’re making it easy for me to develop a successful and thriving sales team. It’s not every day you get the chance to shape and leverage your experience at such a rewarding and unique company.

Of course, there are some challenges working remotely from the other side of the world. Occasionally it feels like people forget you’re a day ahead; they’re in the office while I’m in bed!

However, our Partner Success Manager, Ben Townsend, has really been amazing. Ben is a pivotal member of the team despite working 17,000km away. He helps ensure Datto is continuing to move forward and guarantees nothing is ever missed.

Our extended team has also been extremely supportive, despite being on the other side of the world. Everyone is bright, driven, intelligent and fighting for the same goal. They’re making it possible for me to take on bold and new opportunities, allowing me to spread my wings and further develop my skill set.

As our team continues to grow, I’m looking forward to what Datto can build here in Australia.

What It Means To Be A Community Manager At Datto

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For the latest Tech & Culture entry, Jessica Fleet, Datto’s Community Manager is sharing her experience in her unique role here at Datto.

When people find out that I’m a Community Manager, a typical response is either, “oh, so you do social media?” or “what the heck is that?” It’s understandable, there are lots of communities out there and each one is different, each serving different audiences.

At Datto, we recently launched the Datto Partner Community Forum to provide a common ground for our partners to talk with us and to each other, something that they didn’t get a lot of opportunity to do previously. Because this is brand new, I am able to provide and promote the values that we think would build the best community for Datto and our partners: openness, transparency and empowerment.

Openness

An open organization, as defined by Jim Whitehurst is, “an organization that engages participative communities both inside and out.” Prior to the forum, partners may have chatted with each other at a conference or roadshow. When we sat down with partners at our annual conference, this was a big pain point for them. “We want to talk with each other!” was a resounding message. We took this feedback to heart and ultimately created a whole job to make this happen: viola here I am.

Transparency

Transparency takes the engagement created by openness to the next level by trusting all stakeholders enough to include them in the business decisions. Many times, this can be challenging as it can certainly can feel a bit chaotic. However, at Datto, we give trust with abandon. We know that we can’t make progress without involving and trusting our partners. My goal is to ensure that we are demonstrating that trust in our partners by giving them a platform to be involved in Datto’s decisions.  

Empowerment

Communities, regardless of their purpose empower their users by giving them a voice. When stakeholders have a voice, everyone has the ability to make valuable contributions. At Datto, employees and partners are mutually dependant upon one another, therefore I fully expect our partners to speak up when they see an opportunity to improve. Without this, we can not improve and help our partners maintain success.

Openness, transparency and empowerment are values that we live every day at Datto. As a company, they have enabled us to be flexible and agile when facing the challenges of a rapidly changing marketplace. As a Community Manager, it’s my charge to foster the values because they are essential to building a vibrant, successful community. I am excited to be part of this new initiative and I look forward to building something great!

 

Datto Shines At Reseller Choice Awards In Canada

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DATTO CANADA

Datto is continuing to do big things in Canada. Datto’s Toronto office is growing  and our partner presence continues to get stronger throughout the country. As a result Datto is bringing in award after award on our way to protecting business data everywhere.

Recently, Datto was the big winner at the 2015 Reseller Choice Awards in Canada. The team took home a total of eight awards, including Best Overall Vendor. Here’s a quick look at the awards Datto won. Click here for a full list of awards.

  • Best Backup and Recovery
  • Best Cloud Application
  • Best Cloud Backup and Disaster Recovery
  • Best Cloud Server Platform
  • Best Cloud Storage/Solution
  • Best Overall Vendor
  • Best Software as a Service
  • Best Vendor Channel Program

“We are very excited about the recognition and being voted by our channel partners, especially for the Best Overall Vendor. Our partners depend on our technology heavily for their clients, and feel safe knowing Datto has their business continuity needs covered,” said Urvish Badiani, Sales Director, Canada.

Since 2012, Datto has built a strong presence with partners across the country. Datto is continuing to grow and find ways to better serve our Canadian partners, according to Badiani. “Datto Canada has grown tremendously over the last two years, doubling its partnership base.  We’re also in process of adding a second data center in Western Canada to ensure further redundancy and protection or our partners,” he added.

If you’re interested in learning more about some of the ways Datto has directly helped our partners and end users in Canada, read these case studies on how we protected the Canadian Cancer Society’s data or how Datto protected Storm Resources Ltd. during a major fire and flood.

To learn even more about the exciting things going on at Datto, head over to the Datto Newsroom.

Datto Announces New Additions To Leadership Team

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As we continue to grow at Datto, we’re constantly looking for the best and brightest to improve our team. Sometimes, that means finding new talent and other times that talent is already in the company.

Datto has officially announced the appointment of R. Brooks Borcherding as its chief revenue office (CRO) and Emily Glass as the vice president of customer experience.

Borcherding is an industry veteran with more than 25 years of enterprise IT, cloud computing and services experience. He is charged with overseeing Datto’s revenue growth for sales, marketing and the business development teams. He was previously the president of Cloud Advisory Services, LLC, and prior to that senior vice president of enterprise and carrier sales at Time Warner Cable (TWC). Borcherding also led NaviSite, a leading provider of enterprise-class managed cloud services, as its CEO and president, through a global expansion and the 2011 acquisition by TWC. His background also includes successful tenures at Avaya, Cisco and Accenture.

Glass has been a part of the Datto and Backupify team for a while now. Formerly the vice president of customer care at Backupify, and most recently the vice president of training and professional services at Datto, Glass will now lead the company’s training and support departments in a joint effort to enhance customer experience. The initiative will involve an expanded Datto Academy with sales and technical educational resources, an online community for partners, and personalized support options, built on a foundation of trust between Datto and its partner organizations.

For more information on this exciting addition for Datto, read the news release. As always, you can get more great Datto news from the Datto Newsroom.

 


Life On The Road With Datto

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For this week’s Tech & Culture blog, Christine Gassman, the Manager of Partner Development, shares her unique experience interacting with Datto partners on the road.

I was recently asked what I enjoy most about working on the Business Development team at Datto. Without hesitation, I can say it’s meeting our partners face-to-face while on the road. As the Manager of Partner Development on the Business Development team, I do plenty of traveling. We’re constantly going to industry events, partner meetings, roadshows, etc. In the past year, our team went to 65 industry trade shows, hosted 18 roadshows and supported Premier and Elite partners on 95 events. We’re actually on the road more than we are in the office.

Attending industry events is hard work. If you’ve been with us for an event, you know what I’m talking about! Sometimes we’re on our feet all day, constantly networking with partners and prospects. Also, our team loves bringing Datto employees from various departments to events with us so they can see what it’s like to walk in our shoes.

Of course, there are some challenges that come along with being on the road so often. Your day-to-day responsibilities don’t stop because you’re on the road. I often have to schedule calls during what little free time I have between booth time or presentations to coordinate with other departments at Datto. We also have to deal with different time zones and communicating with the teams in the various offices.

Despite our hectic schedule, we still find time for fun. Whether it’s getting to know our partners while we’re at a booth, or at many of the networking receptions that take place at these events. We’ve had the opportunity to visit some incredible cities such as Las Vegas, London, Miami, Toronto, Dusseldorf and Sydney. We’ve also seen some pretty amazing things along the way – the Eiffel Tower, Big Ben, the longest bar in Germany at Oktoberfest and Mount Rushmore.

Another perk of traveling for work is the frequent flier and hotel points you earn along the way. In addition to being advanced in status, we enjoy benefits such as seat selection, first-class upgrades and free baggage; you also earn points that allow to do some personal travel for free!

A Tech Support Expert’s Journey From The Navy To Datto

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Tech_Culture_NAVY
For this week’s tech and culture blog, Ricardo Cartagena shares his experience as a Technical Support Expert with Datto, as well as his technology and military experience leading up to joining Datto.

How did you come across Datto?

When I learned about Datto, it was the perfect fit. I saw the founder and CEO of Datto, Austin McChord’s, passion for education and constantly improving Datto. Datto gives everyone on the team opportunity to grow within the company and help Datto reach new goals. I feel fortunate to have met my match. With help from Datto, I’m able to further my IT skills and my education.

Another reason Datto is so attractive to me is because I have the opportunity to work with Linux, my favorite operating environment. Linux is unique and robust, and presents some different opportunities that you won’t have in other operating environments.

What was your IT background before coming to Datto?

I had prior education at California College San Diego and the Porter & Chester Institute. When I moved back to Connecticut in 2012, I worked in various roles for a cellphone company. First, I started repairing mobile phones and PC technician work. In addition, I did back-end work on our file servers, junior system admin work, helpdesk and backing data up.

We talked about your military experience for our Veterans Day blog. Would you mind talking a bit about that again and how that has carried over into your career?

I was an enlisted member in active duty for the United States Navy from October 2004 until February 2012. I was an Aviation Boatswain’s Mates, responsible for aircraft catapults, arresting gear and barricades. We operated fuel and oil transfer systems, as well as directed aircraft on the flight deck and in hangar bays prior to launch and post recovery. My team played a major part in launching and recovering aircraft quickly and safely from both land and ships. This included aircraft handling, fire fighting and salvage and rescue operations.

My military experience made me into the motivated person I am today. It opened up my eyes to new responsibilities and how to set goals for myself. It taught me that being on time is just as important as managing your time.

What are you looking forward to accomplishing at Datto?

One of the major things I am hoping to obtain at Datto is the knowledge and skills to help me be a better asset to the future innovation at Datto. I’m learning more advanced Linux and further expanding my knowledge in the IT field.

What makes up your life outside of Datto?

In my spare time I’m usually having family time with my daughters. I also enjoy gaming on PCs and I always custom build my own rigs. I’m hoping to travel more this year and visit a few of my old Navy friends in California.

What’s your favorite part about working at Datto?

I love what I do. I love being a veteran and most of all I love being an IT professional at Datto and utilizing my skills with my peers and learning every day from smart individuals who see things from all different angles. I’m grateful for all those who support my journey as an IT pro –  my family and close colleagues who are still with me to this day. I want to further innovate when it comes to technology somehow and I know starting off at Datto was the best decision of my life. I love my job.

 

Are You Ready For Datto’s Disaster Demo Challenge?

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Disaster Demo Challenge Flyer

For this week’s Tech & Culture Blog, Associate Trainer, Dan Newman, talks about Datto’s Disaster Demo Challenge. 

I love explosions. And mayhem. And smaller, more intimate explosions that surprise you after the big explosion. Watching fireworks is obviously in my top 10 list of awesome things, but it is enhanced by watching them with friends on a roof with cool beers and a warm evening.

While fireworks are not a commonplace event at Datto, that feeling of camaraderie permeates a lot of my team meetings (sometimes with beer, sometimes without). I love that I can sit back and talk about ways that Training can improve how Datto runs, and it was out of one of these casual conversations that an idea was born.

The idea to have lots of explosions!

We thought that people love challenges and contests, and a little friendly rivalry would help cement friendships across offices and reiterate the pile of Datto values we love such as Be Can Do and Nothing We Do is Set In Stone. Since everyone loves explosions, we thought it would be top form to challenge Datto employees to design a new way to deliver one of our popular presentations, the Disaster Demo.

The now infamous Disaster Demo is a presentation that involves some ludicrous disaster that could befall a Datto product. Its goal is that even in the event of, oh say a liquid nitrogen tanker spill, the Datto product would still protect business data, no matter where it lives. A small group of people typically design and perform the Disaster Demo…why not invite the broader company to design their own?

After we finished our beers tested the viability of this idea, I sketched a loose plan. Challenge? Check. Incentive? Glory, of course, but a cash prize donated by Finance could help. Execution? Operations and the Productions team were amped to order implements of destruction and get footage of mayhem. Sexy marketing? The Graphic Design team and our Animator produced assets that captured the devil-may-care nature of the challenge that made me laugh out loud.

Throughout this process, I felt like the driver with an open road. Every office that I asked for help was more than excited to pitch in, and nobody got in the way saying, “Let’s slow this down; let’s regulate the process.” I think that’s what makes Datto such an exciting place: a guy with a crazy dream doesn’t need to ask permission to make crazy into reality, like getting the green-light to challenge a 500+-person company to blow up thousands of dollars of hardware. May the best disaster win.

Stay tuned and we will share the results of all these awesomely disastrous disaster demos.

Measuring Employee Satisfaction and Creating Great Customer Experiences

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For this week’s Tech & Culture Blog, Zac Shannon, Technical Support Manager at Datto, gives some insight into molding an outstanding Customer Experience team. 

 

There is little doubt that our Support Technicians are critical to Datto’s success. Keeping them satisfied and engaged is vital to maintaining an awesome customer experience; and measuring their satisfaction is important. As a new Manager in Tech Support at Datto, I wanted to know how to keep Datto Support techs motivated and happy. I needed to know what we were doing right and where we needed improvement. I met with Emily Glass, my boss, and we thought of a few ways to approach this: long form surveys, mass polls, and group meetings crossed our minds, much of which we had done in the past. All have given us answers to the immediate questions we had, but gave us little in the way of tracking and measuring trends over time, as a report card for how we were responding and adapting to the feedback.

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We needed a trackable format. Preferably one that was quick and easy for our employees to participate in, and  gave us a view of satisfaction across all locations and roles. We turned to Greg Collins, VP of Support for Zendesk. As Zendesk customers, and BFFs with Greg, we know that Zendesk is serious about customer and employee happiness. Greg told us how he has been issuing an Advocate Satisfaction (ASAT) survey to his team. Greg’s survey measures employees’ job and career satisfaction by tenure, role, and location utilizing a measurement scale similar to NPS. Greg has used this survey quarterly and was able measure trends quarter to quarter by asking the same core questions. We adopted Greg’s model for our own internal satisfaction survey. We decided to measure technicians’ satisfaction with their job at Datto, their career path, their likelihood to recommend a job at Datto (aka employee NPS or eNPS), as well as their relationships with other Datto departments.

We utilized Survey Monkey to deliver and collect our responses, and then organized the data in Tableau. We then delivered the results to the entire department, along with a Q&A. We also shared the results with Datto executives and managers. Soon enough, the concept was being copied in other departments! Needless to say, being open and transparent with the data helped keep us honest and we could enlist the help of others to make changes where needed. Giving us two separate channels of feedback to act on.

Our first attempt at measuring employees’ satisfaction has proven invaluable to us. We were able to collect 113 responses from our team, across all roles and locations. The Q1 survey taught us that keeping employees engaged and satisfied would take more than just good pay and benefits. Overall we had excellent job satisfaction and eNPS scores based on industry standards.This is reflected in our employee referrals. In 2015, 76% of our Support new hires were employee referrals (65% so far in Q1 2016). The survey also revealed areas that needed attention; interdepartmental communications and career pathing.

We will deliver this survey again in Q2. We will look for changes to the scores based on the plans we enacted in the last few months. We hope that enough time has elapsed for the team to see the impact of changes we’ve made, such as the introduction of additional levels within Support and guest speakers from other departments at our Support monthly team meeting. This will be our first step in recording trends in technician satisfaction quarter over quarter. Our techs need to feel respect and trust, while working in a fun and engaging work environment that provides opportunities to advance and grow.  Delivering on these findings will lead us to a stronger, more successful Support department, that is better able to serve our partners.

Datto By The Numbers

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Between our game rooms and lego wall, or our hidden whiskey room and sleeping pods, Datto is certainly a fun place to work. Recently, we decided to highlight some of the more unusual aspects of our company.

With over 600 employees spread across seven offices, it stacks up to some interesting numbers.

Have you ever wondered how many Nerf darts are fired a day at Datto? Or how many pizzas we go through in a week? How about the number of Datto t-shirts or monitors? These stack up to some pretty interesting stats, check them out below.

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Sam Ciaccia Honored As Cloud Rising Star

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Datto’s own Samantha Ciaccia was recently honored as a Cloud Girls Rising Star by Cloud Girls. Sam was recognized as a woman to watch in the cloud community due to her efforts to help Datto partners go to market by engaging different aspects of Datto’s business. As the Channel Engagement Manager at Datto, these efforts include marketing, partner programs, sales, and business development.

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“Our goal was to honor and recognize women who have truly innovated in the cloud space,” said Jo Peterson, founder of Cloud Girls and vice president of converged cloud and data services at Clarify360. “We were overwhelmed by the quality and caliber of applicants we received.”

The Cloud Girl Rising award was created to honor women in the telecom and IT channel who have shown leadership and innovation in the emerging cloud space as well as to inspire more women to step forward and follow their example.

“It’s a true honor and humbling experience to be recognized by these two organizations, who are making huge strides for women in the IT community. This kind of recognition helps motivate me to work even harder as I continue to be active within the industry as an advocate for both women and millennials,” said Sam.

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Prior to the Cloud Girls Rising Star, Sam was the recipient of the 2015 CompTIA Channel Changers award, she was also recognized in 2014 and 2015 as the “CRN Women of the Channel”, the 2015 CRN “Up and Comers” list, the 2014 MSPmentor 250: Top People In Managed Services.

The Glory of #DattoLife on the Road

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For this week’s Tech & Culture Blog, Sam Ciaccia, Channel Engagement Manager, shares her Datto experience. 

I love traveling, building relationships with our partners, and I’m thankful for every opportunity I have to do so. Last year alone, I ran 41 events in four different countries. Of course, traveling isn’t always as fun. Airports aren’t the cleanest or the most comfortable places and traffic is exhausting.

However, there’s one beautiful thing that each trip has in common, and that’s #DattoLife. Every part of the Datto family has contributed to building this amazing story, and it seems unfair to be one of the few people to enjoy it. Therefore, I’d like to share some experiences I’ve had and feedback I’ve received.

“Your Support is the BEST”

This is the most common. Not only do people rave about Datto Support, but it’s the first thing they say when they come to our booth. It’s an amazing feeling, and something that each and every person in support should be extremely proud of. As I’m saying “thank you,” it feels wrong to take credit for the incredible work of our technical support team.

“It just WORKS”

Partners tell me how nice it is to work with a solution they can trust. Our reputation even funnels through to MSPs who aren’t Datto partners. Both the Product and Development Teams should know how much love and praise we get at every show because of the reliable technology they have developed.

“And the winner is…Datto!”

My team and I work hard on our events, and it pays off. Recruiting new partners, up sales for existing partners, brand awareness, relationship building, preserving our reputation and awards – the most instantaneous indicator of our success. The majority of events have awards where the attendees vote for their favorite vendor in various categories. In the past year, we’ve collected over 80 industry awards and the streak is continuing in 2016. Most recently, we were honored with seven awards from the Canadian Reseller Choice Awards.

We’ve built something amazing that the channel is recognizing. At the Robin Robins event in Nashville, just two days after the Datto Drive webcast announcement, almost everyone we talked to (MSPs and vendors) asked us about it. Our partners were tuned in, and if they couldn’t watch live, they were requesting I send them the recording. It’s certainly an exciting time to work at Datto. If you’re interested in being a part of what we’ve built, check out our careers page for some current job openings.

 


Datto Tech Support Hits The Skies

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A huge part of what makes Datto great is our Technical Support team. They’re here 24/7/365 to provide help our partners and keep things running smoothly.

Unfortunately, they don’t often get away from the normal day-to-day support routine and see other aspects of Datto. In an effort to change this, members of our Tech Support team recently hit the road (or sky) to interact with some other parts of the Datto world.

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A group of Tech Support staff from our Norwalk office ventured to our Rochester office. This wasn’t just any old trip. They were on a private plane with Datto CEO and founder, Austin McChord. Of course, it’s not every day you get the chance to fly on a private plane, let alone with the CEO of your company. Therefore, this presented a chance for the Techs to speak with Austin and get to know him a bit more in a unique (and sometimes windy) atmosphere.

“I’d consider myself a white-knuckle flyer, and this was the windiest flight on the smallest plane I’ve ever been on. It was a surreal experience to have Austin turning around every few minutes to make sure I was okay during some of the rockier parts of the flight,” said Ben Oatis, Technical Writer.

Aside from Austin comforting the less comfortable flyers of the group, it was also amazing to talk about some work-related items and get some incredible feedback, according to Christian Gutierrez, Technical Support Expert.

“We had the opportunity to talk about some more technical aspects of our jobs, and Austin addressed some minor requests we had,” said Sean Logan, Technical Support Expert.

Aside from the flight, working in Rochester for a few days gave the Norwalk techs a chance to see another aspect of Datto.

“We put some faces to the names of people we work with but never met in person” said Tiffany Miklos, Technical Support Expert.

In addition to meeting in person and getting to know some of their distant team members, this also allowed the group to share some knowledge and learn from their peers. “It was a nice chance to teach some of the newer team members. As a more seasoned Datto tech, I’m eager to share what I’ve learned with some of the newer employees, and this was an incredible chance to do that,” said Tiffany.

For Tiffany and Christian, this was a preview of what they can expect once they relocate to the Rochester office. “I’m excited to be a part of the new growth that is taking place in Rochester and being a part of another chapter in Datto,” said Tiffany.

Luckily for the team, the return flight was less windy.

Datto Named To Hartford Business Journal’s Best Places To Work In CT List

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12717606_967838126625722_6810466908304284209_nWhat goes into creating an amazing atmosphere for employees? Benefits? Perks? A lively office? All of the above? These are just some of the things that make Datto an incredible place to work.

The Hartford Business Journal thought so as well and recently ranked Datto among the best places to work in Connecticut in the large businesses category, the second year in a row that Datto made the list.

The Best Places to Work in Connecticut program identifies and recognizes the top workplaces in the state. Participation in this program required organizations to go through a workplace assessment process, which included surveying their employees, as well as taking an inventory of the company benefits, policies and offerings. The information was processed and analyzed by the Best Companies Group and used to determine the Best Places to Work in Connecticut.

The Hartford Business Journal was impressed by Datto’s education reimbursement program, fitness reimbursement program, office parties and happy hours, and Datto’s board.

It doesn’t end at awards and recognition. After the assessments were analyzed, participating companies received a feedback report to help them better understand where employees are satisfied and where improvements can be made. This was a perfect  opportunity for Datto to gauge how employees feel and then continue to improve.

If Datto seems like the type of company you would like to be a part of, check out our careers page for our current job opportunities.

 

How Datto Maintains An Incredible Company Culture

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For this week’s Tech & Culture Blog, Emily Glass, VP of Customer Experience, explains how Datto has maintained a unique culture. 

Keeping employees happy when you have a staff of 15 may be simple. When you extrapolate that to over 600 people in a short time, maintaining a positive company culture can be more of a challenge.

To make matters more complicated, Datto has four offices in the United States, in addition to offices in Australia, England and Canada.

Out of our 600+ employees, about 170 are in training and technical support, which both fall under the umbrella of Customer Experience. Our department faces some of the biggest challenges in the organization, as our products are constantly evolving and things move at such a fast pace.

Our support staff is spread across four of our offices. Therefore, communication and consistency are very important. Not only do we want our partners to have a fluid customer experience, but our employees as well. Below are some ways we have managed to grow the team while maintaining consistently great customer service and a family atmosphere.

Office Exchange program

We’ve had some great success with our office exchange program. Datto Tech Support employees travel to different offices to work with other members of the team and get a different experience than they may normally get. They put a face to the name that email all day and it helps create lasting bonds that are needed to maintain our team.

Monthly MVPs with Travel Rewards

In addition to the office exchange program, we also have monthly Support MVPs that are chosen based on metrics, project work, and customer feedback. Other departments within Datto also have the opportunity to nominate these MVPs for the hard work they’ve put in. Along with a cool swag bag, the MVPs are also eligible to go to a Datto roadshow with our Business Development team. This gives them the chance to get a break from their daily responsibilities and interact with partners at a conference or event. Although this is still ‘hard work’, the techs usually come back re-energized for support and also with a better understanding of our partners and their needs. Winning the chance to go to our yearly Datto Conference is a hotly contested prize.

Team Improvement Projects

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See something broken? Go fix it. It’s in our blood as technicians, when we see something that could be better, we have to work on it. Sometimes this is work-related, or sometimes it is a bland wall that is begging for a super-hero mural, some international zombies that need to be dealt with, or invading other departments to shadow them and learn how our teams could work better together. There aren’t many boundaries to what can be done, and empowering everyone on the team to identify and then solve problems has helped us stay happy and productive as we scale up.

Each and everyone who works at Datto brings a specific and necessary talent to the company, and they are imperative to our success. These are just some of the unique ways we are growing and doing our jobs at the same time.

 

A Successful Start For Datto’s Charity Committee

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In just a few months of existence, Datto’s Charity Committee has made huge strides. After a successful holiday season with food and clothing drives, the committee hasn’t slowed down.

One of the larger initiatives in the first quarter of 2016 was working with Save The Children to sponsor children. Each of the departments in Norwalk, as well as every Datto office has sponsored a child. Sponsorship gives children access to various necessities such as health and nutrition services and education programs.

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In addition to Save The Children, another large event for the committee was Cycle For Survival, an indoor cycling marathon to raise money to fight rare cancers. Eight Datto employees participated and fundraised for the event, including a $1,000 from Datto.

“We try to do our best to sponsor and help out monetarily, and work with anyone who makes a request. It’s very important for our employees to understand our committee and know we are available for their causes,” said Nick Hagen, Midwest Sales Manager and Committee Chair.

For Hagen and the rest of the committee, it was a successful first quarter and they’re looking forward to what they can accomplish in the coming months.

“Our plan is to do one foundation piece per quarter, with the Make A Wish Foundation our next big initiative. This will be another great opportunity to work with children and put a smile on their face,” said Hagen.

Along with some successful events, the committee expanded in size, and now has at least one member from every Datto office. “We’ve put 12 people from different parts of the company together to collaborate for some great causes. I’ve come to know these people really well and it’s helped us form a bond through a common goal,” said Hagen.

According to Hagen, the committee’s early success wouldn’t be possible without the hard work from the members and the support from Datto.

“Datto is letting us take the reigns and get behind the causes that are important to the employees. They’re giving us everything we need for this committee to succeed.”

Datto Tech Support MVPs Get A Unique Chance To Interact With Partners

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Datto Technical Support Experts are vital to the success of the company. They interact with partners on a daily basis and keep devices in top shape to protect data. However, it isn’t often that Tech Support members have the opportunity to meet with partners in person.

Thanks to a new program, that’s going to change. To honor our outstanding team members, Tech Support MVPs are selected within tech support. These MVPs (two from Norwalk and two from Rochester) travel with our Business Development team to an event or roadshow to get a different perspective on Datto.

Recently, Michael Mansfield, Michael Smith, Jaden Robideau, Zac Shannon and Stephen Homick headed to the XChange Solution Provider 16 event in Los Angeles.

“It was unusual to be on the other side of Datto. I realized how well Rob and his team do at these events. They really build and maintain an incredible relationship with the channel,” said Robideau.

“It was incredible seeing the Business Development team at work. It really brought the process of bringing on a new partner full-circle for me, from the initial conversations to ongoing interactions with support,” said Mansfield.

It not only provided a great experience for the tech team, but for partners and prospective partners as well. They broke out of their typical cycle and got a first-hand experience of how Datto forms partnerships. In addition, the techs provided a perspective for partners that may not be available outside of their department.

“The coolest part was to get live feedback from partners. It provided great insight into the support process. Generally a call to support doesn’t have much time for small talk. It was nice to casually speak with partners and get positive feedback and interact on a more personal level,” said Smith.

Everyone agreed that one of the best parts was sitting in on the demos. “It was like watching a movie with someone when you’ve already seen it, watching their reactions. Seeing how impressed they were by the devices made me feel great,” said Homick.

 

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