Your enterprise software applications or system will eventually require external technical assistance.
Our third-party support delivers diagnostic services, product fixes, performance management, and operational workarounds for software issues with standard code, custom code, or integrations.
How our break/fix model excels compared to Oracle and SAP
Responses Within Minutes, Not Days
Instead of searching a support portal for an answer or spending hours waiting for assistance, our system enables you to submit high–priority tickets which you’re guaranteed a response for within 15 minutes. On average, our response time is five minutes.
For lower-priority tickets, our Service Level Agreements (SLAs) provide equally reasonable response times.
Simplified Ticketing System
To report a break/fix issue, you simply submit a ticket online or call us directly with a brief description. Your assigned team is already familiar with your environment, so you won’t have to provide extensive background information. You can also attach and upload documentation such as screenshots of your issue with the ticket.
Custom Code Coverage
Most Oracle and SAP customers create custom functionality to support unique business needs that the software was not originally designed to handle. Many break/fix issues originate in code that users have previously customized – at the application, tools, and database levels.
Unlike Oracle and SAP Support, custom code is not an obstacle for Spinnaker Support. Our engineers troubleshoot and resolve any problems that may be caused by new or existing customizations. If the root cause is the core software code, we will develop a fix for it. If the root cause is with the custom code, we provide guidance to the changes required to support the customization.
Most systems are not standalone technology. When issues occur, they affect connections with other applications and software publishers do not generally support interoperability issues.
Spinnaker Support handles interoperability tickets in the same manner as other technical issues. As a standard feature, we help maintain interoperability and manage the changes in diverse applications, databases, and other computer system layers of any technology stack that can ripple across Oracle and SAP enterprise applications.
Spinnaker Support never touches your production systems. We deliver fixes through a remote connection to your test environment, where issue analysis, troubleshooting, and debugging occurs. Once we have isolated the issue and designed a solution, we work with you within your test environment/sandbox, affecting only the required changes. This minimizes the impact on other programs and objects.
Our policy is to keep the software modifications and updates we create for you on your servers. The resulting code fix is the property of the customer and/or the software vendor and IS NOT stored on any third-party vendor computers once the case has been closed.