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.

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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
  • Allocation
  • 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 Retail Third Party Support
  • 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.

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Spinnaker Support
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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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 Oracle Retail Support

Whether you are expanding your Oracle Retail software or extending the life of your existing investments, Spinnaker Support is the right choice. For many retailers, it makes good sense to extend the life of their current Oracle Retail solutions rather than unnecessarily upgrade or migrate to its Cloud Service. Spinnaker Support has emerged as a more attractive option to maintain these applications while you determine the right strategic product road map for your retail business.

Oracle customers are increasingly concerned by its lack of commitment to enhance and support current on-premise releases and annoyed by its aggressive push to upgrade or migrate. Companies looking for relief from these tactics appreciate what Spinnaker Support offers: a more responsive, comprehensive, and affordable service for their enterprise applications and technologies. Spinnaker Support has no term limitations on support, regardless of whether Oracle has declared an End of Life to a release.

We have built and retained large, knowledgeable teams of Oracle support engineers to address functional and interoperability issues with Oracle Retail Suite, Oracle Database, other Oracle applications, and your associated technology stack. Our engineers average over 19 years of experience and help fill your knowledge gaps, ease your staffing constraints, and provide expert assistance for complex product and technology issues.

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 twelve 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
  • Offer flexible commercial terms that match your licenses and business needs
  • Provide a safe haven until cloud solutions become right for your business

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 Oracle Retail 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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The Knowledge Center

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

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