About Jessica Eagan

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So far Jessica Eagan has created 220 blog entries.
Jun 7, 2019

Roadblocks to Leaving Oracle and SAP Support: #1 Sales Tactics


Annual Oracle and SAP support revenues measure in the billions, with profit margins ranging from 75-90%. That’s a tremendous return for what has become largely self-service support models. To retain these revenues and their massive...

June 7, 2019 READ MORE

Apr 23, 2019

Will Your Security Risk Change When Moving to Spinnaker Support Services?


In our just completed annual Customer Satisfaction Survey, we slotted in several new questions to help quantify the impact we’ve had on customers after they’ve switched from publisher support to Spinnaker Support. One of these was: “How has yo...

April 23, 2019 READ MORE

Apr 12, 2019

2019 Annual Customer Satisfaction Survey Results


It’s springtime in Denver, as evidenced by the flowering trees, swarms of cyclists, and the occasional bomb cyclone. Yet another telltale sign of the season is the arrival of Spinnaker Support’s annual customer satisfaction survey!  ...

April 12, 2019 READ MORE

Mar 27, 2019

Case Study: Reducing the Impact of the Business Cycle on IT Operations


Construction Company Layne Christensen Turns to Third-Party Software Support to Reduce Budget Stress of Oracle Support As with the overall economy, the construction industry goes through cycles of expansion and contraction. According to the global in...

March 27, 2019 READ MORE

Jul 24, 2018

How Spinnaker Support Liberates SAP Customers to Innovate


It is a common misconception that leaving SAP-provided support and joining a third-party support provider like Spinnaker Support inhibits IT innovation. However, many companies are finding that using a third-party support provider liberates an IT te...

July 24, 2018 READ MORE

Jul 18, 2018

Has SAP Improved Next-Generation Support?


In May of 2018, SAP announced improvements to their Next-Generation Support model, centered around enhancing their impersonal support portal for customers to search and find their own solutions. Based on analysis on recent research papers by Gartner...

July 18, 2018 READ MORE

Jun 28, 2018

SAP versus Third-Party Support: The “Real” Total Cost of Ownership


According to SAP, a customer must retain SAP-provided support to achieve the lowest long-term total cost of ownership (TCO). However, in our experience, the assumptions SAP uses to make this case don’t stand up to serious scrutiny....

June 28, 2018 READ MORE

Jun 19, 2018

2018 Annual Customer Satisfaction Survey Results


Spinnaker Support recently completed our 2018 annual customer satisfaction survey, covering the 2017 fiscal year. We couldn’t be prouder to announce a record 98.7% overall customer satisfaction score. We sincerely appreciate the more than 500 cust...

June 19, 2018 READ MORE

Jun 7, 2018

SAPPHIRE NOW 2018 Observations


Kicking off the week of SAPPHIRE NOW in Orlando, Bill McDermott, SAP CEO, took the stage with his usual high-energy, motivational presentation. His main purpose may have been just to get the crowd pumped up and excited,...

June 7, 2018 READ MORE

May 30, 2018

Leading the Third-Party Support Market with Certification Achievement for Both ISO 9001:2015 and ISO/IEC 27001:2013


Since inception in 2008, Spinnaker Support has consistently delivered service the right way. When operational, financial, and legal risk profiles are essential buying considerations, Spinnaker Support is the undisputed smart and safe third-party sup...

May 30, 2018 READ MORE

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