Keep your enterprise software applications running at peak performance with swift responses, proven ISO-certified processes, and issue fixes for standard and custom code and integrations. 

Break FixNo code is perfect. Odds are that your application or system will eventually require external technical assistance 

Standard to our third-party support, Spinnaker Support delivers diagnostic services, product fixes, performance management, and/or operational workarounds for software issues for standard and custom code and integrations.

More Effective Break/Fix Solution than Oracle or SAP 

Spinnaker Support offers an entirely different break/fix approach and philosophy from that of Oracle or SAP: we strive to successfully resolve every issue you present in a timely and comprehensive manner, whether that issue occurs in standard code or not.  

Here are five ways in which our break/fix model excels when compared to Oracle and SAP. 

With Spinnaker Support, highpriority tickets – as defined by younot the software publisher – are responded to within 15 minutes, guaranteed. On average, we respond in less than half that time. 

That means no more time wasted searching for the answer on a support portal or hours spent waiting for assistance from an engineer you do not know. For lower-priority tickets, our Service Level Agreements (SLAs) provide equally reasonable response times.  

Logging a ticket requires minimal information

To report a break/fix issueyou simply log an online ticket or call in directly with a brief description of the issueYour assigned team is already familiar with your environmentso you won’t have to provide extensive background information. You can also attach and upload documentation such as screen shots to help speed the assessment of your break/fix issue 

Break/fix covers custom code

Most Oracle and SAP customers create custom functionality to support unique business needs that the software was not originally designed to handle. Many break/fix issues originate in code that users have previously customized – at the application, tools, and database levels.  

Unlike Oracle and SAP Support, custom code is not an obstacle for Spinnaker Support. Our engineers troubleshoot and resolve any problems that may be caused by new or existing customizations. If the root cause is the core software code, we will develop a fix for it. If the root cause is with the custom code, we will provide guidance to the changes needed to support the customization.