62%

average savings on support fees

Comprehensive, Responsive, and Affordable Agile PLM Support

Spinnaker Support is a leading global provider of third-party support for enterprises running Oracle Agile Product Lifecycle Management (PLM) environments. Our third-party software support replaces Oracle’s annual maintenance and support. Third-party support is always at least half the cost of Oracle support and provides more services through an assigned support team and highly personalized service.

When switching to Spinnaker Support, Agile PLM customers gain more comprehensive and responsive service, saving an average of 62% on their support fees and can remain on their current software release indefinitely. Customers trust us to keep their Oracle applications running smoothly, securely, and in compliance.

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What We Support

As a third-party vendor offering Agile PLM support, we are uniquely positioned to provide services around legacy products in various configurations:

  • Versions & Releases
  • Supported Product Areas
  • All release versions
  • Agile Cost Management
  • Agile Engineering Collaboration
  • Agile Product Collaboration
  • Agile Product Governance and Compliance
  • Oracle Product Lifecycle Analytics
  • Agile Product Quality Management
  • Agile Product Portfolio Management
  • And more

Why Replace Oracle-Provided Support with Third-Party Agile PLM Support?

Enterprise software support is a mandatory expense, but it shouldn’t be one that drains your budget. It’s critical to have expert assistance always available to handle unplanned application issues, and that service should be fairly priced.

Oracle Support has devolved in recent years into a self-service model with slow response times and little value to organizations running stable software and systems like Agile PLM. Hundreds of global enterprises in nearly every industry have now migrated away from Oracle-provided Agile PLM support to our third-party alternative because:

  • Oracle support fees rise each year by 2-4%, with no material benefits.
  • Oracle increasingly relies on a portal-based, self-service model rather than immediate, live assistance.
  • Oracle does not assist with customizations and integrations.
  • There is often a long delay for responses of P2 and P3 issues.
  • Oracle pushes them into unjustifiable upgrades or unready cloud products.
19+

years average experience of support staff

Third-party Agile PLM support emphasizes more proactive and comprehensive service.

Skilled engineers respond in minutes to your support ticket. They know your organization, understand your product environment, and focus on resolving your issues more quickly, regardless of the source or what personnel are required to weigh-in on the solution.

While Oracle focuses on selling more software and locking you into the Oracle PLM Cloud, Spinnaker Support is intensely focused on the quality and value of individualized customer service for your current environment. We call it “support that is actually supportive.”

Spinnaker Support vs. Oracle

Think sticking with Oracle-provided support is a smarter strategy? Think again.

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Spinnaker Support

Oracle

Service ModelConcierge, dedicated supportSelf-service-oriented, emphasis on self-research
Primary Support ContactDedicated lead with assigned teamVaries
Support Expertise20+ years average experienceVaries
Response Time15-minutes or less in SLA, actual average time is 5 minsSLA dictates
Ability to EscalateAll issues closely monitored and done proactivelyNot monitored, request made reactively by customer
Custom Code SupportIncluded for anything that touches the Oracle productNot covered
Interoperability SupportIncludedLimited, depends on release version
Rights to UpgradeAccess to an archive of all upgrade rights, made prior to switchover from OracleIncluded
Security & VulnerabilityFull-stack intrusion detection, virtual patching, and compensating controlsPatches only
Term of SupportLifetime support - for as long as you need your versionNo new fixes or interoperability support after end of standard support
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Introducing the First-Ever Ultimate Support Guarantee

Making the move to third-party support should never be a risk. Our guarantee for new customers addresses your top concerns, whether they’re legal compliance, security, or technical issue coverage. We stand by our customers and behind our record of service.

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The Advantages of Third-Party Agile PLM Support

Enterprises use Oracle Agile PLM solutions to gain visibility and better control over their end-to-end product lifecycles. With Oracle’s increasing focus on building cloud capabilities, Agile PLM users are concerned about the future of their on-premise applications. Many are looking towards an alternative support model to restore higher quality support and escape being forced to upgrade or migrate.

Spinnaker Support replaces Oracle’s ongoing Agile PLM support in a proven, secure, and smart way – delivering superior support, more efficiently, at a dramatically reduced price. Organizations choose Spinnaker Support because we:

  • Immediately reduce the cost of support fees by an average of 62%
  • Deliver responses in less than 15 minutes, from Level 4 senior engineers in eight operations centers
  • Supply more comprehensive coverage, including for customizations and interoperability issues
  • Help extend the life of stable, customized, and productive applications, for as long as you need
  • Continue to work with support customers after they migrate Agile PLM to a hosted/cloud environment
  • Support all versions of Agile PLM products with no term limitations on support, regardless of whether Oracle has declared an End of Life to a release
  • Offer flexible commercial terms that match your licenses and business needs
  • Provide a safe haven until the cloud solution becomes right for your business
  • Staff large, knowledgeable teams of support engineers who average 19+ years of experience in Oracle products and related technologies
24/7/365

customer support

A Support Partner, Not a Vendor

At Spinnaker Support, our customers tell us that they view our engineers as a natural extension of their internal support team. In addition to easy, effective onboarding, customers always realize 24x7x365 coverage to ensure that Agile PLM runs at peak performance, even while their IT infrastructure is in a constant state of change and evolution.

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Undeniable Cost Savings

See how much your company could save when you move away from margin-driven Oracle-provided support to a dedicated third-party partner like Spinnaker Support.

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READY FOR A PHENOMENAL SUPPORT EXPERIENCE?

Request a complimentary consultation to learn more about how we can deliver exceptionally personalized enterprise software support at a much lower cost.