Average savings on support fees
Comprehensive, Responsive, and Affordable Support for the Oracle Retail Suite
Spinnaker Support is a leading global provider of third-party support for enterprises running Oracle Retail (Retek). Spinnaker Support’s third-party Oracle Retail support replaces Oracle’s annual support. Oracle third-party support is always at least half the cost of Oracle-provided support and provides more services through an assigned support team and highly personalized service.
When switching to Spinnaker Support, Oracle Retail customers gain more comprehensive and responsive service, save an average of 62% on their support fees, and can remain on their current on-premise software release indefinitely. Customers trust us to keep their applications running smoothly, securely, and in compliance, and to help them navigate the journey from on-premise to hybrid to cloud.
The Retail product line is expansive, and Spinnaker Support offers support for Retail Merchandising, Retail Planning, Retail Supply Chain, and more. We can support these products stand-alone or in combination with other applications that connect to Oracle retail, including Oracle Database, Fusion Middleware, and Oracle Technology.Request a Consultation
What We Support
As a third-party vendor offering Oracle Retail support, we are uniquely positioned to provide services around legacy products in various configurations:
- Oracle Retail Merchandising
- Oracle Retail Omnichannel
- Oracle Retail Planning
- Oracle Retail Supply Chain
- Invoice Matching
- Merchandising Systems
- Price Management
- Oracle Sales Audit
- Trade Management
- Oracle Commerce
- Store Inventory Management
- Xstore Point-of-Service
- Item Planning
- Merchandise Financial Planning
- Assortment Planning
- Category Management Planning
- Regular Price Optimization
- Size Profile Optimization
- Demand Forecasting
- Replenishment Optimization
- Warehouse Management System
Why Replace Oracle-Provided Support with Third-Party Support?
While software support is a mandatory expense, it should not put your IT budget in a hole. It’s critical to have 24/7 expert assistance to handle unplanned application issues, and that service should be fairly priced.
Hundreds of global enterprises in nearly every industry have now migrated away from Oracle-provided 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.
- They are tired of the long delay for responses of P2 and P3 issues.
- They feel forced into unjustifiable upgrades or unready cloud products.
years average experience of support staff
Third-party support is especially beneficial for enterprises that run the Oracle Retail (Retek) Suite.
Most Oracle Retail products of version 13.4 and earlier no longer qualify for Oracle Premier Support. They have now moved to Oracle’s Sustaining Support, the most expensive type of support with the least value to offer to end-users (no new updates, certifications, security patches, fixes, or tax and regulatory updates).
A majority of our Oracle Retail customers come to Spinnaker Support because they recognize Oracle Sustaining Support for the raw deal that it is. While Oracle focuses on selling more software and moving you to the latest release or Oracle Retail Cloud Service, Spinnaker Support is intensely focused on delivering high-quality, individualized customer service for your current Oracle Retail products. We call it “support that is actually supportive.”
Spinnaker Support vs. Oracle
Think sticking with Oracle-provided support is a smarter strategy? Think again.
|Service Model||Concierge, dedicated support||Self-service-oriented, emphasis on self-research|
|Primary Support Contact||Dedicated lead with assigned team||Varies|
|Support Expertise||20+ years average experience||Varies|
|Response Time||15-minutes or less in SLA, actual average time is 5 mins||SLA dictates|
|Ability to Escalate||All issues closely monitored and done proactively||Not monitored, request made reactively by customer|
|Custom Code Support||Included for anything that touches the Oracle product||Not covered|
|Interoperability Support||Included||Limited, depends on release version|
|Rights to Upgrade||Access to an archive of all upgrade rights, made prior to switchover from Oracle||Included|
|Security & Vulnerability||Full-stack intrusion detection, virtual patching, and compensating controls||Patches only|
|Term of Support||Lifetime support - for as long as you need your version||No new fixes or interoperability support after end of standard support|
|Let’s Get Started >|