With Spinnaker Support, Lexmark receives responsive support, an assigned team of familiar Siebel and ATG experts, and a reliable partner for all its support needs – all at a much-reduced price. Spinnaker Support has resolved day-to-day issues as well as advised on interoperability projects such as the conversion of Siebel from using Google email to Outlook email.
“We like the ease of use, the ease of opening tickets, and the ability to escalate when needed,” said Craig Greenholt. “Spinnaker Support often responds within two minutes of our logging an issue, and the support skillset with Spinnaker Support has been so much better. Early on, we had a problem with Siebel that we had not been able to fix for over a year. After transitioning, Spinnaker Support just jumped in and resolved it.”
“The support is timely,” said Rachana Patnaik, Siebel Developer at Lexmark. “A few months back, we had latency issues in Siebel, and our Spinnaker Support engineer showed the database team that there was a deadlock in Siebel that was affecting the entire app’s performance. He had it figured out and resolved in a half hour, but if you’re waiting longer on an issue, Spinnaker Support always checks in to see if we’re comfortable and provide an update. “ Lexmark appreciates Spinnaker engineers joining calls to drive a solution, rather than simply looking over logs to respond.
Lexmark has realized significant savings on its annual support, compared to what they were previously paying. They put the savings back into the IT department to fund continuous improvement and automation, and to support the streamlined, end-to-end business process initiative. Current projects include an investment into the Internet of Things (IoT), service desk ticket creation automation, and the automated monitoring, tracking, fixing, and re-initiation of job failures.
In the spring of 2019, Lexmark renewed their Spinnaker Support contract for an additional two years.