Switching to Third-Party Support is Now Easier
Spinnaker Support’s Ultimate Support Guarantee is your assurance that we will deliver on the support experience you expect and deserve.
Making the move to third-party support should never feel like a risk, which is why the Ultimate Support Guarantee applies to the Initial Term of support paid by a new customer. While we guarantee for the entire initial term, we are confident that, within the first few months of working with Spinnaker Support, you will quickly realize how much more responsive and comprehensive the service is compared to OEM-provided support.
This service Guarantee is the first-ever available for third-party support. We stand by our customers and by our record of service. Hear about the Guarantee from Matt Stava, our CEO:
How can we offer this Guarantee?
Spinnaker Support has earned a reputation for expertise and integrity. Our customers have rated us high in satisfaction annually, with an outstanding score for recommendation (Net Promotor Score of 62). We trust in our business model, engineering staff, and ISO-certified processes. This Guarantee simply brings that same level of confidence and commitment to our customers.
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Deliver legally compliant service
Spinnaker Support will not violate the license Terms of Use or intellectual property rights of the licensor in the delivery of the Services.
Resolve issues with the supported products
Spinnaker Support will resolve Supported Product issues, including those in the custom code layer of the Supported Products, consistent with industry-accepted practices and standards, and without the use of the licensor’s proprietary compiled source code.
Improve your system security
Spinnaker Support’s security and vulnerability management services will mitigate applicable system vulnerabilities and improve your CIS benchmark scores.
Maintain interoperability
Spinnaker Support will resolve interoperability issues consistent with industry accepted practices and standards on licensor certified products.
We defend license compliance issues
If audited by licensor as a direct result of the services, Spinnaker Support will reasonably defend you.
How does the Guarantee protect you
This Guarantee is our commitment to providing you with the highest standard of service. Under the conditions outlined in the full Guarantee, if we do not deliver the services listed above in your Initial Term and you wish to return to Oracle- or SAP-provided support, we will facilitate your return, including covering associated costs as outlined in the Guarantee.