What is Oracle Third-Party Support?

Third-party support is a more proactive, cost-effective way to support your Oracle software. It replaces software vendor support with a team of experienced engineers who are dedicated to your success and driving desired IT outcomes.

If your organization uses Oracle enterprise applications and databases, you’ve no doubt seen continual increases in Oracle’s annual support costs, even as the value of the “sustaining support” you get in exchange for those rising costs keeps going down. Many Oracle customers are perfectly happy with their current Oracle releases, especially given that many of them have made extensive customizations to their software — which, Oracle refuses to support.

Partnering with the right third-party support provider can help extend the life of your on-premise software system, support your customizations, and save you money. And, due to its unbiased nature, third-party support does not participate in forced migrations or upgrades, which means clients can derive lasting value from their existing software investments.

With Spinnaker’s third-party support for Oracle on-premise software, expect better customer service and faster response times from an assigned team of experts. We’re committed to helping you fulfill your organization’s broader IT objectives, including:

Software ecosystem transformation

  • Technical support for existing applications during upgrades or migrations.
  • Support for older-version software that Oracle would no longer support without a customized support agreement and an additional fee.

Improved service quality and security

  • Improved quality of service and value from sustained software support.
  • Service Level Agreements (SLAs) for response times, driving more efficient incident resolutions.
  • Security solutions for unpatched security vulnerabilities.
  • Flexibility in contracts, allowing you to opt out of new and future versions, as well as release upgrades.

Cost and resource optimization

  • Average cost savings of 60%, which can be reallocated toward revenue-generating IT projects.
  • Service Level Agreements (SLAs) for response times, driving more efficient incident resolutions.
  • Quick and easy access to technical expertise.
  • Option to move to a more predictable operating expense (OPEX) model.

Once you compare Oracle’s in-house support with third-party Oracle support from Spinnaker, your choice is clear. We provide you with more options, more flexibility, more choices, and more value, providing outstanding quality Oracle support in the bargain. Spinnaker Support uses only seasoned engineers with 20-plus years of experience delivering Oracle support the right way. Learn more how third-party support is a safe alternative to Oracle-provided support.

  • Our Approach
  • The Features

Our service capabilities span Break/Fix services, Security and Vulnerability management, Global Tax, Regulatory & Compliance (GTRC), General Inquiry and Advisory services that are enabled by a combination of:

People

  • Engineers that bring on average 20+ years of experience and deep expertise in related software application.
  • Customer success teams that partner with our customers every step of the way.

Process

  • ISO9001 process designed for Level-4 support and Information Technology Infrastructure Library (ITIL) framework for service design, service transition, service operations, change management, and continuous process improvement.
  • Our processes are also designed to ensure Intellectual Property (IP) protection of the original software vendor (Oracle).

Tools

  • Robust knowledge base and AI-based automation to augment decision making and accelerate service response at scale.
  • Best-in-class security tools.

Support that is designed to meet your needs with minimal disruption to your IT or business operations.

Personal

  • Live experts vs. portal-based self-support model
  • Assigned team of experts for every customer

Responsive

  • Average 5-minute response from a member of your assigned team, 24 x 7 x 365

Partnership

  • Frequently scheduled business and technology reviews

Comprehensive security solutions

  • Seven-Point Security and Vulnerability Protection
  • Security profiling and current system benchmarking

Accountable

  • Customer selects issue priority level
  • Proactive escalation by Spinnaker Support

Flexibility

  • Spinnaker Support enables transformation journey in line with business & IT needs
Undeniable Cost Savings

See how much your company could save when you move away from margin-driven Oracle-provided support to a dedicated third-party partner like Spinnaker Support.

Calculate your savings
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INTRODUCING THE FIRST-EVER ULTIMATE SUPPORT GUARANTEE

Making the move to third-party support should never be a risk. Our guarantee for new customers addresses your top concerns, whether they’re legal compliance, security, or technical issue coverage. We stand by our customers and behind our record of service.

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