Oracle Retail Third-Party Support 

Comprehensive, Responsive, and Affordable Support for the Oracle Retail Suite

Spinnaker Support is a leading global provider of third-party support for enterprises running Oracle Retail (Retek)Spinnaker Support’s third-party Oracle Retail support replaces Oracle’s annual support. Third-party support is always at least half the cost of Oracle-provided support and provides more services through an assigned support team and highly personalized service. 

When switching to Spinnaker Support, Oracle Retail customers gain more comprehensive and responsive service, save an average of 62% on their support fees, and can remain on their current on-premise software release indefinitely. Customers trust us to keep their applications running smoothly, securely, and in compliance, and to help them navigate the journey from on-premise to hybrid to cloud. 

The Retail product line is expansive, and Spinnaker Support offers support for Retail MerchandisingRetail Planning, Retail Supply Chain, and more. We can support these products stand-alone or in combination with other applications that connect to Oracle retail, including Oracle Database, Fusion Middleware, and Oracle Technology.  

Why Replace Oracle-Provided Support with Third-Party Support 

While software support is a mandatory expense, it should not put your IT budget in a hole. It’s critical to have 24/7 expert assistance to handle unplanned application issues, and that service should be fairly priced. 

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Hundreds of global enterprises in nearly every industry have now migrated away from Oracle-provided support to our third-party alternative because: 

  • Oracle support fees rise each year by 2-4%, with no material benefits. 
  • Oracle increasingly relies on a portal-based, self-service model rather than immediate, live assistance. 
  • Oracle does not assist with customizations and integrations. 
  • They are tired of the long delay for responses of P2 and P3 issues. 
  • They feel forced into unjustifiable upgrades or unready cloud products. 

Third-party support is especially beneficial for enterprises that run the Oracle Retail (Retek) Suite. Most Oracle Retail products of version 13.4 and earlier no longer qualify for Oracle Premier Support. They have now moved to Oracle’s Sustaining Supportthe most expensive type of support with the least value to offer to end-users (no new updates, certifications, security patches, fixes, or tax and regulatory updates).  

A majority of our Oracle Retail 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 Retail Cloud Service, Spinnaker Support is intensely focused on delivering high-qualityindividualized customer service for your current Oracle Retail products. We call it “support that is actually supportive. 

cato fashions case study

Case Study: Cato Fashions

Cato Fashions is a leading specialty retailer of women’s fashions and accessories. The company is committed to delivering high-quality fashions to its consumers at an everyday low price. As their market share continued to accelerate, Cato Fashions sought to expand their Oracle Retail applications, but needed to maintain a cost-effective approach.  

Cato Fashions implemented an expansion of their Oracle Retail application version 15with additional customizations incorporated to work seamlessly with their existing version of Oracle Retail applications. Cato Fashions turned to Spinnaker Support to manage their implementation project plan, perform feasibility analysis, assist the knowledge transfer, and provide go-live 24/7 supportSpinnaker Support also developed integration points and customizations that can be retrofitted to adapt with the latest Oracle Retail versions.

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The Advantages of Third-Party Support For Oracle Retail Suite 

Whether you are expanding your Oracle Retail software or extending the life of your existing investments, Spinnaker Support is the right choice. For many retailers, it makes good sense to extend the life of their current Oracle Retail solutions rather than unnecessarily upgrade or migrate to its Cloud ServiceSpinnaker Support has emerged as a more attractive option to maintain these applications while you determine the right strategic product road map for your retail business. 

Oracle customers are increasingly concerned by its lack of commitment to enhance and support current on-premise releases and annoyed by its aggressive push to upgrade or migrate. Companies looking for relief from these tactics appreciate what Spinnaker Support offers: more responsive, comprehensive, and affordable service for their enterprise applications and technologies. Spinnaker Support has no term limitations on support, regardless of whether Oracle has declared an End of Life to a release. 

Organizations choose Spinnaker Support because we: 

  • Immediately reduce the cost of support fees by an average of 62%  
  • Deliver responses in less than 15 minutes, from Level 4 senior engineers in eight operations centers 
  • Supply more comprehensive coverage, including for customizations and interoperability issues 
  • Help extend the life of stable, customized, and productive applications, for as long as you need 
  • Offer flexible commercial terms that match your licenses and business needs 
  • Provide a safe haven until cloud solutions become right for your business 

We have built and retained large, knowledgeable teams of Oracle support engineers to address functional and interoperability issues with Oracle Retail SuiteOracle Database, other Oracle applications, and your associated technology stackOur engineers average over 19 years of experience and help fill your knowledge gaps, ease your staffing constraints, and provide expert assistance for complex product and technology issues. 

Included in Our Standard Agile PLM Support:

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Break/Fix
General Inquiry Support
Global Tax & Regulatory Compliance Services
Security & Vulnerability Management
Technology Advisory Services

A Support Partner, Not a Vendor

At Spinnaker Support, our customers tell us that they view our engineers as a natural extension of their internal support team. In addition to easy, effective onboarding, customers always realize 24x7x365 coverage to ensure that Agile PLM runs at peak performance, even while their IT infrastructure is in a constant state of change and evolution.

“Spinnaker Support engineers go above and beyond to resolve issues in a timely manner and helped us implement significant process efficiencies. The additional value of the advisory services has saved us time and afforded us substantial cost savings on consulting and implementation fees.”

What We Support

As a third-party vendor  offering Agile PLM support, we are uniquely positioned to provide services around legacy products in various configurations:

  • Oracle Retail Merchandising 

    • Allocation 
    • Invoice Matching 
    • Merchandising Systems 
    • Price Management 
    • Oracle Sales Audit 
    • Trade Management 
  • Oracle Retail Planning 

    • Item Planning 
    • Merchandise Financial Planning 
    • Assortment Planning 
    • Category Management Planning 
    • Regular Price Optimization 
    • Size Profile Optimization 
  • Oracle Retail Omnichannel 

    • Oracle Commerce 
    • Store Inventory Management 
    • Xstore Point-of-Service 
  • Oracle Retail Supply Chain 

    • Demand Forecasting 
    • Replenishment Optimization 
    • Warehouse Management System 

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