JD Edwards Co-Sourcing Services

Working in concert with your existing staff, our Co-Sourcing^SM professionals provide specialized services and expertise. Fill the gaps in your staff’s capabilities and enhance JD Edwards services performed in-house with Spinnaker Support.

JD Edwards Managed Services

Spinnaker Support managed services provide a defined set of services to clients either proactively or as needed based on customer requirements.

• CNC Services
• Internal Support Services
• Extended Maintenance Support Services

JD Edwards Ad Hoc Support Services

Spinnaker Support’s ad hoc services provide Maintenance and Co-Sourcing clients with access to our full complement of JD Edwards resources on a high availability basis, “As Needed”. The retainer based ad hoc services are delivered remotely and within the context of a well defined service level agreement.

Spinnaker Support Co-Sourcing Services offer a user-friendly and personalized set of services for our clients. Solutions are flexibility in design and cost-effectively delivered. We become an extension of your internal team while keeping the delivery transparent to your internal users. Advantages of our Co-Sourcing services include:

• Global Delivery
• Unmatched Expertise & Experience
• Customization Support
• Fast & Accurate Issue Resolution
• Comprehensive Issue Management, Tracking & Reporting
• Extended Value-Added Services
• A Partner Not a Vendor

Global Delivery

Our global presence and infrastructure enabled by support offices in North America, Europe, and Asia facilitate 24 x 7 x 365 follow-the-sun delivery of our entire suite of value-added Co-Sourcing Services.

Unmatched JD Edwards Expertise & Experience

The Spinnaker Support Co-Sourcing team averages 15 years of experience delivering JD Edwards maintenance and Co-Sourcing services. Our expert-level knowledge means our Co-Sourcing teams know the intricacies of the software and are able to resolve issues with the greatest level of accuracy and quality. Our functional and technical expertise covers all releases from the early days of World Software to the most recent versions of EnterpriseOne. Spinnaker Support’s application, technical and development teams are truly the best-in-class.

Clients’ internal support teams often shift and new team members emerge. Spinnaker Support’s seamless engagement model ensures all information learned from you and your team is enhanced and shared with new team members - meaning knowledge does not get lost in internal team transitions.

Custom Environment Support

Over 90% of JD Edwards software users have software customizations, our Co-Sourcing customers are no different— we understand it is important to learn these and how your business utilizes the JD Edwards applications. Each time we bring on a new client, Spinnaker Support devotes an assigned team of resources to sit side-by-side with the client team with the goal of identifying and understanding your unique environment.

By taking the time to do this up front knowledge transfer, we can more quickly ramp up our services to deliver the special advice and guidance your users need to utilize your JD Edwards applications effectively.

Fast, Accurate Issue Resolution

From basic questions to more complex inquiries, our Co-Sourcing teams have the necessary skills to provide accurate answers and resolutions in a timely manner. When you ask a question or report an issue during normal working hours, a Spinnaker Support dedicated team member capable of answering the questions or resolving the issue is typically discussing it with you in less than 15 minutes.

Comprehensive Issue Management, Tracking and Reporting

Our dynamic issue tracking system allows for real-time status updates to your issues. Spinnaker Support has implemented a powerful escalation engine behind our issue tracking tool that guarantees immediate response from an appropriately skilled resource. Our issue reporting capabilities are second to none, utilizing the best tools to graphically represent our SLA metrics and your case activity through a given period. This ensures we are meeting your expectations, and better yet, meeting your users’ expectations.

Extended Value-Added Services

The value delivered by our Co-Sourcing team is enhanced and extended by Spinnaker Support’s JD Edwards Maintenance and Consulting teams which deliver a powerful set of value-added JD Edwards services to meet the extended needs of your enterprise.

A Support Partner Not a Vendor

Spinnaker Support believes we are an extension of our clients’ support teams, not a vendor. We work hard to build strong personal relationships with our clients’ user and IT teams. This becomes the basis for a successful support relationship based upon mutual trust, collaborative service, and an integrated support experience for users driven by an unbending commitment to customer satisfaction.