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Sep 13, 2019

Exemplary Customer Service: Completing Our Appointed Rounds

2019-09-12T15:55:31+00:00

We’ve all heard some version of the United States Postal Service unofficial creed: “Neither snow nor rain nor heat nor gloom of night stays these couriers from the swift completion of their appointed rounds.” We believe it because see the dail...

September 13, 2019 READ MORE

Sep 12, 2019

eBook: 10 Organizations Using Third-Party Oracle Database Support

2019-09-12T15:58:06+00:00

We are often asked, “What exactly is third-party support?” A simple definition is: the replacement of publisher-provided support by a company that is not the original software publisher....

September 12, 2019 READ MORE

Aug 29, 2019

Trends and Observations from INFOCUS 19

2019-08-29T15:52:41+00:00

Last week’s INFOCUS 19, run by the Quest Oracle Community, is the “premier deep-dive conference for the JD Edwards community.” We love that it’s in Denver, our backyard, so to speak....

August 29, 2019 READ MORE

Aug 28, 2019

Lexmark Relies on Spinnaker Support for Siebel and ATG Software Maintenance While in Transition to New Systems

2019-08-28T13:24:11+00:00

For over eight years, Lexmark’s call center and customer service have relied on Oracle’s Siebel CRM solution. The e-commerce section on their website, through which customers order printers,...

August 28, 2019 READ MORE

Aug 22, 2019

How Oracle Customers Can Address the Internet Explorer 10 “End of Life” in 2020

2019-08-22T14:36:37+00:00

If you haven’t yet heard, Microsoft is ending support for Internet Explorer (IE) version 10 as of January 2020. From that time onward, Microsoft will only support IE 11 on the following Windows operating systems: Windows 7 SP1 Windows 8.1 Update ...

August 22, 2019 READ MORE

Aug 14, 2019

7 Steps to Evaluating a Third-Party Software Support Vendor

2019-08-14T08:35:02+00:00

  At Spinnaker Support, we hold that third-party software support isn’t just a service, it’s a partnership. To achieve that state, both parties – customer and vendor – must be comfortable committing to a working relationship that c...

August 14, 2019 READ MORE

Aug 8, 2019

What Is the Difference between Software Support and Managed Services?

2019-08-14T13:07:15+00:00

For companies researching alternatives for Oracle and SAP support and services, the market can be a confusing place. Vendors use interchangeable terminology, defining their services in very non-standard ways and making one-to-one comparisons nearly ...

August 8, 2019 READ MORE

Aug 5, 2019

Experience A Year of SAP Third-Party Software Support

2019-08-08T09:55:42+00:00

As the end-of-September deadline for renewing SAP support draws ever closer, you’ve likely been holding vital discussions regarding your 2020 strategy and budget. Where can you cut unnecessary expenses? How can you afford new hires or support init...

August 5, 2019 READ MORE

Jul 25, 2019

What Is the Future of SAP ASE / Sybase?

2019-08-08T09:56:52+00:00

For decades, Sybase, now SAP Adaptive Server Enterprise (ASE) and related products, has been a popular relational enterprise database management system. Customers appreciate the accelerated transaction processing, high availability,...

July 25, 2019 READ MORE

Jul 16, 2019

Roadblocks to Leaving Oracle and SAP Support #4: Leaving Publisher Support Means Punishment Upon Return

2019-08-08T09:57:51+00:00

Our ongoing “Roadblock” blog series describes the tactics favored by SAP and Oracle account managers as they attempt to dissuade inquiring customers from switching to third-party support. Here,...

July 16, 2019 READ MORE

Jul 2, 2019

Roadblocks to Leaving Oracle and SAP Support: #3 The Legality of Third-Party Support

2019-08-08T09:58:39+00:00

Challenging the Legality of Third-Party Support Our ongoing Roadblock blog series describes several of the tactics favored by SAP and Oracle account managers as they attempt to dissuade unhappy customers from switching to third-party support....

July 2, 2019 READ MORE

Jun 27, 2019

Ticket Example: How Spinnaker Support Solved an SAP Interoperability Issue

2019-08-08T10:00:44+00:00

SAP Support is neither cheap nor comprehensive. For example, under SAP support, how do you resolve a technical issue that SAP refuses to handle when it is out of scope for their standard support services? ....

June 27, 2019 READ MORE

Jun 12, 2019

Roadblocks to Leaving Oracle and SAP Support: #2 Security Claims

2019-08-08T10:02:25+00:00

Last week, we opened our Roadblock series by discussing the tactics that may be deployed by SAP and Oracle sales account managers to keep you locked into their own cloud product roadmap....

June 12, 2019 READ MORE

Jun 7, 2019

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

2019-08-08T10:03:19+00:00

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

May 30, 2019

What Is the Third-Party Support Customer Experience Like?

2019-08-08T10:04:50+00:00

For more than fifteen years, third-party support (3PS) for Oracle and SAP enterprise software has served as a viable replacement alternative to publisher support. Over the years, it has constantly evolved to meet the changing needs of the enterprise...

May 30, 2019 READ MORE

May 28, 2019

Will You Be Audited More After Switching to Third-Party Software Support?

2019-08-08T10:05:23+00:00

In April, we published the outstanding results of our 2019 annual Customer Satisfaction Survey and included additional questions on topics that resonated with our customers. One question asked,...

May 28, 2019 READ MORE

May 20, 2019

Ticket Example: How Customers have Direct Access to the Spinnaker Support Technical Team

2019-05-20T09:32:05+00:00

We recently illustrated the Spinnaker Support experience based on an actual support ticket. In that support case, the assigned engineer was able to swiftly assess the functional issue and propose a final solution....

May 20, 2019 READ MORE

May 16, 2019

Maintaining Your Professional Growth after Migrating to Third-Party Support

2019-08-08T10:06:05+00:00

When executives approach us to discuss switching from Oracle or SAP support to third-party software support, their primary objectives tend to be cost savings, better quality support, and a more flexible vendor. ...

May 16, 2019 READ MORE

May 7, 2019

Top 20 RFP Questions to Include When Evaluating Third-Party Oracle and SAP Software Support

2019-05-08T12:13:56+00:00

As a third-party vendor for Oracle and SAP support, we receive and review multiple Requests for Proposals (RFPs) each week from procurement departments. Given the number of RFPs we have responded to over our 10+ years of business,...

May 7, 2019 READ MORE

Apr 30, 2019

Technical JD Edwards Update: How to Address the July EnterpriseOne/OneWorld License Expiration

2019-04-30T15:19:16+00:00

It’s a warm, sunny July 1, and your sleep is broken by an early emergency call from the office. “An error message in OneWorld alerts us that it’s not licensed....

April 30, 2019 READ MORE

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