After years of being a satisfied Oracle customer, a large energy company in the United States was experiencing a decline in the support they were receiving for Siebel and JD Edwards applications. Oracle’s support model is based on customer self-service processes and companies are shelling out excess amounts on maintenance fees to resolve issues on their own. The company had implemented Siebel 18.104.22.168 and JD Edwards EnterpriseOne 9.0 as part of a long-term strategic goal to improve business effectiveness and remain at the forefront of an increasingly competitive market, and remain on a release that was fully supported by Oracle. As core functionality enhancements were no longer being delivered by Oracle, there were no compelling business reasons to follow the vendor proposed upgrade path to the latest Siebel/JD Edwards solutions. However, the energy company needed an ERP support partner that could continue to advance their digital IT initiatives moving forward.
The company’s continued investment with Oracle support was delivering minimal value due to the limited availability of lifetime support for Siebel 22.214.171.124 and E1 9.0. If the company chose to reinvest in vendor support, it would be forced into unnecessary and expensive upgrades, and their lack of interest for Oracle’s push to premature cloud solutions. As a result, the company began to research alternative support options and began discussions with two third-party support vendors in the Siebel and JD Edwards space.
Spinnaker Support’s proven support model, extensive Oracle expertise, and low-risk profile won over the company’s delivery team. Engaging a recognised and trusted Siebel and JD Edwards support and third-party maintenance provider was deemed to be the best all-around solution. They also sought a partner that provided expansion opportunities for managed services and project consulting expertise. It was an added benefit to select a third-party maintenance provider that offered multiple JD Edwards services and Siebel support under one key partnership.
Spinnaker Support was selected as the partner of choice because their solution offered full-support services comparable to those offered by the vendor, and quickly proved to provide superior support. Not only could Spinnaker Support maintain the existing applications, but were able to offer ‘bug fix’ options for current and future customisation and technology integrations. Also, an important distinction was Spinnaker Support’s ability to provide support maintenance on their production Siebel systems and JD Edwards systems; a third-party support solution with expertise in all of Oracle’s applications. The energy company signed a multi-year agreement with Spinnaker Support in April of 2016 to provide support maintenance for JD Edwards, Siebel and all their tax and regulatory requirements.
The following solution was implemented to achieve their desired state:
- Assigned a team of named senior software engineers leveraging proven methods and global infrastructure to deliver exceptional maintenance services for their portfolio of products
- Established an agreement with flexible commercial terms which allowed Spinnaker Support to scale maintenance services and fees based upon actual software usage
- Implemented proactive support processes that consist of regular calls with dedicated support team, advisory services from Spinnaker Support’s Technology Centre of Excellence, and support for integration and customisations
The company and Spinnaker Support have developed a long-term support partnership, and Spinnaker Support has become a valuable addition to their IT team. Within the first year of Spinnaker Support providing third-party maintenance for their JD Edwards E1 and Siebel CRM applications, the company expanded their services to include Development and CNC Technical Managed Services. Because of the significant cost savings in maintenance fees, the company was able to add additional managed services for even less than their original support spend with Oracle.
They have also successfully expanded their technology and IT infrastructure with the assistance of Spinnaker Support’s Technology Centre of Excellence. These technical advisory services on topics such as interoperability, security, virtualisation, and cloud migration plans are all included in the standard maintenance and managed services contract offered by Spinnaker Support.
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