Support/Maintenance FAQs

Q. What is the difference between Spinnaker Support and other third party support providers?

A. Spinnaker Support focuses its support structure on “mission critical” applications, which dictates that we concentrate on providing the most experienced support and consulting professionals in the industry. Our support team averages over 19 years of expert-level experience with the SAP, JD Edwards, E-Business Suite, Siebel and Oracle Database applications. We are in the business of providing immediate support. Our service encompasses 24x7x365 support via five support centers around the globe. When a customer reports a critical issue through the Spinnaker Support website, our team begins working on it immediately. This combination of experience, quick response, and around-the-clock support coverage has proven to be the most effective means of supporting our customers, thus having a direct impact in reducing the increasing costs of application downtime.

Each Spinnaker Support team member is specialized in their application suite, ensuring the customer receives the highest level of skill in quickly resolving their issues. Most competitors do not use a dedicated staffing model, but rather contractors, off-hours consultants or a 3-level tiered method. When your mission-critical applications are failing, you need immediate expert-level response. ERP and CRM applications are very complex by design, providing you the intricate functionality you depend on to run your business. Spinnaker Support has deep-level understanding of these applications, related designs, and database relationships to resolve your issues.

Q. Does Spinnaker Support offer global tax and regulatory updates for year-end processing and reporting?

A. Yes, tax and regulatory updates are a standard offering with Spinnaker Support. Our support team has extensive experience in delivering superior quality tax and regulatory updates to keep its customers compliant in their legislative requirements; in fact, we have a flawless track record in this regard. Additionally, our customers only receive the regulatory changes they require –this allows our support team to make these changes quickly and with little impact to your environment, even when customizations are involved.

Q. The software vendor will not help me when I have a problem that might be caused by custom code. Will Spinnaker Support be able to help me in this same situation?

A. Yes. Spinnaker Support will assist in resolving problems that may be caused by custom code. We understand that most customers have created custom functionality to support unique business needs that the software was not designed to handle. If there are problems related to existing customizations, Spinnaker Support will work with our customer's resources to analyze the issues. If the root cause is the core software code, Spinnaker Support will develop a fix for it. If the root cause is with the custom code, we will provide guidance to the changes needed within the custom code.

Q. What happens if I want to upgrade and/or change hardware after going on Spinnaker Support? Will I have access to the necessary license codes?

A. SPCs (Software Protection Codes) are part of your perpetual application license agreement with the software vendor and are not tied to annual maintenance support contracts. These codes are always available from the vendor through the License Code website (Oracle) and via the SAP Service Market Place.

Q. What SAP, JD Edwards, E-Business Suite, Siebel, and Oracle Database releases and updates does Spinnaker Support provide solutions for?

A. Spinnaker Support offers services for the following releases:

SAP

  • SAP R/3 Software - 2.0, 2.1, 3.0, 3.1I, 4.0B, 4.5B, 4.6C, 4.6D and 4.7; All Cumulative Updates
  • SAP R/3 Enterprise Software - 1.1 and 2; All Cumulative Updates
  • mySAP Software - ECC5 and ECC6; All Cumulative Updates,  Including Enhancements Packs

JD Edwards

  • World – A7.3, A8.1, A9.1, A9.2, A9.3; All Cumulative Updates
  • OneWorld – B7331, B7332, B7333 (Xe), and ERP8; all Service Packs and Updates
  • Enterprise One – E1 8.9, E1 8.10, E1 8.11, E1 8.11SP1, 8.12, 9.0 and 9.1; all Tools Releases and Updates

E-Business Suite

  • 11.5.x
  • 12.x

Siebel

  • All 6.x, 7.x,  and 8.x versions of Siebel On-Premise CRM

Oracle Database

  • 8i
  • 9i
  • 10g
  • 11g

Q. How do you minimize the impact of fixes effecting or “breaking” other parts of the software?

A. Spinnaker Support has a major advantage over other delivery methods to address fixes. The most common method to deliver fixes is to remotely connect to your environment and begin analyzing, troubleshooting, and debugging your issues. You may think of the Spinnaker Support team as an extended component of your internal support team. Once the issue is isolated, a fix is prepared and tested within your environment, effecting only the required changes. This minimizes the impact to other programs and objects.

The Spinnaker Support method differs from the typical vendor method, which requires the installation of a packaged update that, in turn, may contain changes that are undesired in other parts of the application, including your customizations. The latter method increases the risk of “breaking” other parts of the application, which can result in lost time, frustration and greater expense to the customer. Undesired changes within the application may also require time spent relearning and/or retraining users.

Q. We have divisions in other countries that require support. Can Spinnaker Support cover these divisions also?

A. Yes. Spinnaker Support offers global services from 5 regional operations centers to clients in over 30 countries worldwide supporting 9 languages.