60%

Average savings on support fees

Extend the Life of Your Oracle ATG Web Commerce and Oracle Endeca Applications

Spinnaker Support is a leading global provider of third-party support for enterprises running ATG Web Commerce, Endeca, and Oracle Commerce (the combined applications). Our software support replaces Oracle’s annual maintenance and support service. With Spinnaker you can expect to save an average of 60% on support fees, receive a more comprehensive and responsive service from a highly personalized team, all while remaining on your current software release indefinitely.

We support these products individually or in combination with other applications, such as Oracle Database, Fusion Middleware, Siebel CRM, and E-Business Suite. Customers trust us to keep their applications running smoothly, securely, and in compliance, as well as assisting them in navigating their journey from on-premise to hybrid to cloud.

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What We Support

As a third-party vendor supporting Oracle Commerce customers, we are uniquely positioned to provide services across the entire product suite:

  • ATG Commerce
  • ATG Developer and Administrator
  • ATG Knowledge Manager
  • Endeca Search
  • Endeca Search Add-Ons
  • Endeca Developer and Administrator
  • ATG Web Commerce
  • WebCenter Sites for Oracle ATG Web Commerce
  • ATG Web Commerce Merchandising
  • ATG Web Commerce Service Center
  • ATG Web Commerce Search
  • ATG Web Commerce Developer and Administrator
  • ATG Web Knowledge Manager
  • ATG Web Knowledge Manager Self-Service
  • Endeca Guided Search
  • Endeca Experience Manager
  • Endeca Relationship Discovery
  • Endeca Developer

Our Global Oracle ATG Web Commerce Support Includes:

While you can’t predict every issue that will arise, you can ensure you’re prepared. Our third-party support for Oracle ATG Web Commerce & Endeca includes comprehensive services tailored to your needs.

Support Service
Break/Fix

Maximize the performance of your Oracle applications with rapid response times, ISO-certified processes, and individualized attention and service.

Support Service
Global Tax & Regulatory Compliance

We maintain your Global Tax and Regulatory Compliance by providing updates for your applications and jurisdictions.

Support Service
Security & Vulnerability Management

Our robust approach to compensating controls addresses vulnerabilities while creating a stronger overall technology framework.
Support Service
Technical Advisory Services

We provide objective insight from seasoned experts to help tackle new or complex issues, like interoperability planning and cloud migration.

Support Service
Archiving Services

Our meticulous onboarding process minimizes disruption and reduces the risk of loss as you transition away from publisher-provided support.

Why Replace Oracle-Provided Support with Spinnaker Support?

Enterprise software support is a mandatory expense, but it should not be one that strains your budget. It’s critical to have reliable, expert assistance readily available to handle unplanned application issues, but it should also be affordable.

Oracle Support has diminished into a self-service model with slow response times and little value to organizations running stable software and systems. Hundreds of global enterprises in nearly every industry have now migrated away from Oracle-provided support to our third-party alternative because Oracle:

Third-Party Oracle ATG Web Commerce & Endeca Support
  • Raises support fees annually by 2-4%, with no material benefits.
  • Provides a primarily self-service model instead of immediate, live assistance.
  • Does not assist with customizations and integrations.
  • Responds far too slowly to P2 and P3 issues.
  • Insists on unjustifiable upgrades or unready cloud products.
20+

years average experience of support staff

Third-party support is especially beneficial for enterprises that run ATG Web Commerce, Endeca, and Oracle Commerce.

Most ATG and Endeca products have moved to Oracle’s limited Sustaining Support model, and no versions of Oracle Commerce qualify for Oracle Premier Support.

As the final stage of Oracle’s Lifetime Support, Sustaining Support is the most expensive type of support with the least value to offer users. It excludes any new updates, certifications, security patches, fixes, or tax and regulatory updates. Many of our Oracle customers come to Spinnaker Support because they recognize Oracle Sustaining Support for the raw deal that it is.

While Oracle focuses on selling more software and moving you to the latest release or Oracle Commerce Cloud, Spinnaker Support is intensely focused on the quality and value of individualized customer service for your current Hyperion products.

Spinnaker Support vs. Oracle

Considering staying with Oracle-provided support? Compare Spinnaker and Oracle to see the true benefits of making the switch to Spinnaker.

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Spinnaker Support
Oracle
Service ModelConcierge, dedicated supportSelf-service-oriented, emphasis on self-research
Primary Support ContactDedicated lead with assigned teamVaries
Support Expertise20+ years average experienceVaries
Response Time15-minutes or less in SLA, actual average time is 5 minsSLA dictates
Ability to EscalateAll issues closely monitored and done proactivelyNot monitored, request made reactively by customer
Custom Code SupportIncluded for anything that touches the Oracle productNot covered
Interoperability SupportIncludedLimited, depends on release version
Rights to UpgradeAccess to an archive of all upgrade rights, made prior to switchover from OracleIncluded
Security & VulnerabilityFull-stack intrusion detection, virtual patching, and compensating controlsPatches only
Term of SupportLifetime support - for as long as you need your versionNo new fixes or interoperability support after end of standard support
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SpinnakerSupport Guarantee Logo
ULTIMATE SUPPORT GUARANTEE

Switching to third-party support should never be a risk. Our guarantee addresses your top concerns, whether they relate to legal compliance, security, or technical issue coverage. We stand by our customers and behind our service.

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The Advantages of Third-Party Support

Many organizations are still reaping great value from their ATG Web Commerce, Endeca, and Oracle Commerce solutions. They use ATG Web Commerce to deliver a consistent, personalized cross-channel customer experience across the Internet, contact center, mobile devices, social media, brick-and-mortar stores, and other customer touchpoints. They apply Endeca for page management and layout, content placement, dynamic delivery of content, and personalization to the customer.

With Oracle’s aggressive push to Commerce Cloud, customers have grown concerned with their lack of commitment to enhance and support current on-premise ATG and Endeca applications. Companies are relieved to find that Spinnaker Support is designed to deliver more responsive, comprehensive, and affordable service for their enterprise applications and technologies. We have no term limitations on support, regardless of whether Oracle has declared an End of Life to a release.

Our large, knowledgeable teams of Oracle support engineers can address virtually anything with ATG Web Commerce, Endeca, and your associated technology stack, such as older versions of Java. Our engineers average over 20 years of experience and help fill your knowledge gaps, ease your staffing constraints, and provide expert assistance for complex product and technology issues.

Organizations choose Spinnaker Support because we:

  • Immediately reduce the cost of support fees by an average of 60%
  • Deliver responses in under 15 minutes from our level 4 senior engineers
  • Supply comprehensive coverage that includes customizations and interoperability issues
  • Help extend the life of stable, customized, and productive applications
  • Offer flexible commercial terms that match your licenses and business needs
  • Minimize disruptions while cloud solutions become right for your business
  • Our support engineers average 20+ years of experience in Oracle and related technologies
Savings with Spinnaker Support

Discover the financial benefits of transitioning to a dedicated third-party support partner.

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Oracle ATG Web Commerce and Endeca Third-Party Support
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