Bob Harland, SVP of Oracle Global Support ServicesOver the years, Oracle has increasingly developed a software self-support model alongside a steep rise in the maintenance fees, further pushing their customers to use online forums to diagnose and resolve their issues. Regardless of industry sector, organizations everywhere are turning to alternative application support models which can improve service quality, reduce maintenance fees, and allow users to remain on their current software version until the need arises to switch to something better. Spinnaker Support is a leading global provider of third-party support, serves over 1,000 customers in 100+ countries—with 98.7 percent customer satisfaction ratings and maintenance fee reduction by an average of 62 percent. They outshine other service providers by delivering more comprehensive, responsive, and secure service. “Our unique personalized model delivers these services successfully without violating the intellectual property and copyrights of Oracle or jeopardizing application or technology stack performance, interoperability, and security,” asserts Bob Harland, SVP of Global Support Services, Spinnaker Support.
Founded in 2008 as a provider of third-party maintenance and support for JD Edwards enterprise applications, Spinnaker Support has expanded its offerings overtime to cover Siebel CRM, Oracle E-Business Suite, Oracle Database, Oracle Fusion Middleware, Agile PLM, PeopleSoft, Demantra, and Oracle Retail. Their end-to-end support processes, from new customer onboarding through off-boarding, are ISO 9001:2015 certified and ISO/IEC 27001:2013 certified. Spinnaker Support’s comprehensive third-party support offering includes break fixes, tax and regulatory updates, full technology stack security protection, general inquiry support, license readiness and audit support, and a range of technology advisory services. With the expertise of highly experienced teams of software engineers located in nine regional operations centers, Spinnaker Support follows a proactive approach to analyze Oracle users’ problems and resolves them to help the customer keep their on- premise applications functioning efficiently. “It is all about the shift from the self-service model to a high-touch model. We deliver a very personalized responsive support structure with significant savings, and it drives both human and financial resources to focus on delivering real value to their companies by addressing their real pain points systematically,” explains Kurt Moydell, SVP of Global Sales and Marketing, Spinnaker Support.
Kurt Moydell, SVP of Global Sales & MarketingA rising number of their third-party support customers are utilizing incremental services provided. Spinnaker Support remains the only third-party support vendor to deliver Oraclemanaged services and consulting services when organizations prefer to consolidate services with single vendor. Over 30% of their third-party support customers have leveraged managed services, and/ or consulting to improve performance, optimize cost, and reduce complexity.Spinnaker Support’s managed services include Application and Technology managed services such as application development support, system reconfiguration, performance tuning, and staff augmentation. Apart from managed services, Spinnaker Support also provides consulting services that are helping customers with staff augmentation, business process analysis, and technical assessments/health checks related to their Oracle business applications and interconnected surrounding technologies.
Our unique high-touch model delivers these services successfully without violating the intellectual property and copyrights of Oracle or jeopardizing Oracle Database and Middleware performance, interoperability, and security
For the future, the company looks to increase its global engineering team, and continue expansion of supported applications—beyond off-premise. Recently, the company launched a robust security and vulnerability protection service that covers the entire technology stack, uniquely integrating application experts with accessible security experts, proven processes, modern detection tools, and continuous monitoring practices into a full stack solution.