Support Philosophy
Spinnaker Support delivers a full-service, concierge-style model that is far more comprehensive and responsive than the “selfservice” model of Oracle or SAP. We built our company around a simple philosophy: “Support should be supportive.”
Support Responsiveness
With Spinnaker Support, talking to a “live” resource is as simple as submitting a ticket through our easy-to-use ITSM system. Within minutes, you hear from one of the highly experienced engineers assigned to your account. When you cannot resolve your issue via the online portal, Oracle or SAP connect you to a junior-level resource who may or may not understand your problem.
Support Resources
With Spinnaker Support, your assigned Account Support Lead responds promptly, pulling from a named team of engineers selected for you. We resolve issues quickly because this team becomes intimately familiar with your landscape, geographic footprint, ticket history, surrounding technology stack, staff, and culture.
Scope of Support
With Spinnaker Support, you receive full-service support for standard and custom code, interfaces, integrations, security and vulnerability support, global tax, regulatory, and compliance updates, and more. We take a proactive approach for your needs, solving issues and offering recommendations so that you’re up and running 24/7.
System Security
SAP and Oracle create security patches that are reactive, time-consuming, and not often available for older product versions and applications. We reject the one-size-fits-all approach of patches and instead include as standard a Seven-Point Security Solution with multiple tools and procedures to protect your data and technical stack. Our global security team actively advises on security concerns and monitors and reports on actionable vulnerabilities.