December 12, 2019

December 12, 2019 | Larry Goldman | Senior Director, Product Marketing

Organizations considering third-party Oracle or SAP support always ask about the “actual” user experience: Who responds? How quickly? When are you available for support? Does the engineer know our application(s)/environment? What standard processes are in place? What do you cover? What do you not cover?

We understand that, before committing to a new vendor, what they most want to know is: “Can I trust you with my critical technology?”

Trust is built on a track record of respect, success, and familiarity. Many organizations come to us because they’ve lost respect for the traditional support offered by the software vendors. They’re not seeing their tickets resolved successfully, or in a reasonable amount of time, to justify the high annual fees.

Yet even as these criticisms mount, individuals within an organization are often reluctant to leave the only software support they’ve ever known. “The devil you know,” in this case, is a flawed but entirely familiar support program.

Gaining Trust Through Transparency

At Spinnaker Support, we begin to build trust by offering complete transparency as to who we are and exactly how we support our customers. To start, we offer direct comparisons of the features of traditional and third-party support to demonstrate the value we will provide.

We also provide real-world examples:

  1. We publish success stories and testimonials.
  2. We offer references and make introductions to existing customers.
  3. We can review one or two of your recent support tickets and explain how we would have resolved them.
  4. We share actual, anonymous ticket examples via our blog.

Presenting Cases from the “Front Lines” of Software Support

In line with the last approach noted above, we’ve published “In the Trenches with Third-Party Support,” a booklet that features five real-world support tickets. These recent tickets span different types of issues and a mix of software applications and organizations.

Each example is narrated to highlight details of the issue and how the third-party support process unfolded from initiation to resolution. At the end, we offer a direct comparison of how third-party support differs from traditional software vendor support.

This booklet is meant for anyone interested in the user experience of third-party support. Read about third-party support in action! Download your copy today. 

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