Third Party Support Considerations: Does Your Current JDE Support Provider Solve Your Technical Issues?

Can you speak with a technical person the first time you call? Does your current application support provider handle problems with your customizations? Do the “fixes” they provide solve one problem but create another? What type of performance do you get from your critical business applications?

Spinnaker Supports JD Edwards Customizations

At Spinnaker, we will go the extra mile to help with your customizations. We know that more than 95% of our customers have some level of customizations in their environments. We don’t turn our back on you and your custom code; instead, we work directly with your support team, and another third-party provider if necessary, to resolve your issue.

Here is an example of our efforts with customizations from a client in Asia.

Sample Client Issue: Problem with JDE Customization

A client reported a problem to the assigned Spinnaker Support representative involving a custom program in their World software. The custom program read data from the address book file, then wrote the data into a custom file that would ultimately be written to an IFS file on the AS/400. The program would occasionally have a problem looping through records and not process the file to the IFS destination.

Spinnaker Support Response: We Can Help

Within one hour of the reported incident, a Spinnaker Support developer was dialed into the client’s double byte environment, analyzing the issue through their custom ILE programs, reviewing data and various configurations. After a day of review, an email was sent from the Spinnaker Support developer to the reporting contact at the customer explaining that the cause of the problem was bad data. The analysis included a detailed description of the data problem as it related to the processing and handling of double-byte characters within their program. Spinnaker Support also identified the lines of source code in the customer’s program that were causing the issue and offered suggestions on the solution and fix, as well as how to avoid this with other programs likely having similar issues in their systems. The final result was a timely solution to a technical issue that the customer had been trying to resolve for a long time before they came to Spinnaker Support.

Critical Business Applications

With the expertise of our technical and development teams, look to Spinnaker Support to help you through your performance issues. Spinnaker Support’s JDE Consulting Services, you’ll find that we can offer you our expert assistance with whatever may be causing your performance issues; from purging or archiving historical data, configurations to your system, to providing a performance fix directly to the applications having problems.

The “Fix” Shouldn’t Break Anything Else

Are you tired of applying ESU or PCCPY updates that correct an issue you’ve reported, but then break or affect many other objects across your applications?

Spinnaker Support’s approach to correcting your issues is simple, and since our support team works directly in your environments, you only receive the fix that you need and not an ESU or PCCPY that contains many “unrelated” objects. Our goal is to provide you a targeted and tested fix as quickly as possible and with minimal disruption to your business.