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 our third-party support model. 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 4 regional operations centers to clients in over 75 countries worldwide supporting 10 languages.

Third-Party Support Intellectual Property (IP) FAQ

How can Spinnaker Support provide support for Oracle and SAP software without violating third-party software IP terms and conditions?

Easily—we don’t have a need to violate IP terms and conditions! World-class support is about customer focused processes and a commitment to client satisfaction. Our solution expertise, both functional and technical, comes from our team of highly experienced and skilled support engineers that average 19 years of experience supporting Oracle and SAP enterprise applications.

Our support is performed entirely through remote connections to our clients’ systems and environments. Spinnaker Support staff does not possess any Oracle or SAP environments on its computers and performs all work just as a consultant would do sitting in a client’s office. Almost 100% of the fixes we provide are authored by our support team and are client specific—we don’t share code between clients nor do we access any password protected websites from third-party software vendors like Oracle or SAP to provide these fixes.

Does Spinnaker Support have an IP Policy?

Yes. Spinnaker Support has a strict policy to protect the IP of Spinnaker Support, our clients, and all third-party software vendors used by our clients. Our IP Policy is communicated to each of our support team members and each is required to read and understand the policy on a regular basis. This IP Policy is strict and undergoes a comprehensive legal review. The highlights of this policy are communicated to our clients to ensure that their staff, their vendors, and Spinnaker Support’s legal interests are protected. We review the IP Policy internally on a regular basis and provide updates as necessary. All updates are communicated to our clients.

Documented within our comprehensive Support IP Policy is a list of items from software vendors which Spinnaker Support WILL NOT download, store, or receive from our clients. Spinnaker Support WILL NOT download to any Spinnaker Support systems, any material from a vendor on a client’s behalf – no tools, no documentation, no patches, etc.

The following list defines what Spinnaker Support considers third-party property:

  • Vendor objects and source code
  • Vendor created solutions
  • Vendor created documentation and training materials
  • Vendor user interfaces and screen captures of those interfaces
  • System logs, application logs, traces, or diagnostic reports
  • Vendor created design documents
  • Vendor data including metadata, demo data, training data
  • Vendor formatted output and reports

If you don’t have access to vendor patches, how do you support bug fixes for your clients?

Spinnaker Support authors virtually all client fixes via our support and development engineers and does not require access to vendor patches. When a client ends their maintenance agreement with their software vendor, they no longer have access to that vendor’s password protected websites, thus no access to downloads or patches. Although a vendor’s patch may fix a client’s issue, often times the generic patch they are provided causes other parts of the software to break creating more problems. Spinnaker Support prepares every fix to match each client’s unique needs, so there is little risk of other problems arising.

How do you deliver code or fixes to your clients?

Spinnaker Support’s policy is to keep the results of our work product, in the form of software modifications and updates we create, on the client’s servers. At the closure of each case, the support resource ensures the client-specific work product and any related or client-specific supporting documents used while solving the client issue, have been located on the client’s machine(s). The resulting code fix is the property of the client and/or the software vendor and IS NOT stored on any Spinnaker Support computers once the case has been closed.

Do you keep back-ups of client data?

No. Spinnaker Support’s clients acknowledge and agree that Spinnaker Support will not make or store copies of client data or any supported products on Spinnaker Support systems. Our customers are solely responsible for making and storing emergency back-ups of their supported products.

Can you share your IP Policy with me?

Yes. Please contact us at 877-476-0576 to speak with a Spinnaker Support representative or you may email your request to info@spinnakersupport.com and we’ll be happy to share our IP Policy with you.