A critical transition step for most customers is archiving. Given your investment in Oracle or SAP Support over the years, you should be able to retain the software, data, and resources that you own as part of the support contract. A well-planned and legal archiving process ensures just that.
Overview – Customer Onboarding Services
We have designed each onboarding phase – Initiation, Pre-Launch, and Launch – to fully support the knowledge transfer of your practices, processes, culture, and technologies to our core team.
Our onboarding process applies three key principles to reduce your risks:
- Follow a Comprehensive Plan — We deploy a proven, step-by-step roadmap to gain detailed knowledge of your environment, including customizations, previous support issues, relevant business processes, and key individuals.
- Apply Consistent Processes — Our transition processes apply best practices, are governed by ISO 9001:2015, and protect the intellectual property rights of software publishers.
- Set Predictable Timetables — We use a shared project plan and establish and communicate the key delivery dates, so you know what will happen, when, and by whom.
Throughout the transition, we collaborate with you and your team to define clear roles and responsibilities, manage the project and timing, and become deeply familiar with your systems and staff. This includes completing your archive prior to your maintenance end date.
The Archiving Process
A simple way to think of archiving is to compare it to moving your physical business office. As you close up shop, you leave what belongs to the building (lights, wiring, doors) and pack up only what belongs to you (files, desks, computers). Some of these possessions may be ones you have purchased but not yet used (surplus technology and office supplies). Once you leave the office and no longer have access to the space (no keys), you cannot retrieve any assets you inadvertently left behind. We help you with the packing.
From the very start of the onboarding process, our dedicated archiving team works collaboratively with your team to define and create your archive of assets. Using an ISO 9001:2015-certified archiving approach and ISO 27001:2013 processes for data security, they create a searchable archive of licensed, uninstalled upgrades, patches, and related materials that you have been legally entitled to while on SAP or Oracle Support.
Archiving is a time-sensitive process that must be completed prior to the end date of Oracle- or SAP-provided support. When considering your switch to third-party support, keep in mind that archiving occurs in the narrow window (4-12 weeks) after you have decided to make the switch to third-party support, but before the end of your publisher maintenance contract.
Unless you make other arrangements with SAP and Oracle, you will no longer have access to their support portals once you transition off their paid support and onto Spinnaker Support. That is why it’s critical to not leave behind what does belong to you or to mistakenly take what is not yours by law. With years of experience creating legal archives, our technical and archiving experts can help you to navigate the complexities of what you can and should include in your archive.
The Critical Importance of Archiving the Right Way
To be clear, the archive created by the Spinnaker Support team only contains the specific information you were legally permitted to download as a support customer. In this way, we protect your organization and also carefully protect the software publisher’s intellectual property (IP) rights.
In the past, the reputation of the third-party support industry has unfairly suffered when other vendors have faced litigation for not respecting Oracle IP during the archive process. Customers of those vendors have been inconvenienced and subpoenaed to testify on their experiences. For third-party archiving, Spinnaker Support complies fully with copyright law and the mandates of the software publishers.
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