Included with third-party support, we offer answers to general inquiries related to the products that we support for your organization.
We offer customers access to our extensive network and technical experience so that they have someone to turn to with ongoing questions about the technology for which we are providing support.
General inquiry helps to cover your needs when you have questions such as:
- “What do you think of…?”
- “Have you ever seen…”
- “How might I…?”
- “Do you think this could work…?”
A distinct advantage of Spinnaker Support’s third-party support is that we act as members of your team, as partners in helping you to get the most out of your applications and systems. In comparison, Oracle and SAP deflect general inquiries to searches of their online knowledgebase.
Examples of General Inquiries
Most general inquiries we receive involve existing or anticipated functionality or configurations. Customers submit most requests through our online ticketing system, after which we convene a conference or video call that brings together the necessary experts and stakeholders.
- When upgrading a mail server, a customer requested advice on what to do for an application that only supports an older server version.
- A customer needed to know how to allow banking transfers when the application uses TLS 1.1 cryptocurrency protocol, but the bank requires TLS 1.2.
When Advisory Services Become Consulting
Third-party software support customers can ask us anything, and our expert team is dedicated to satisfactorily answering all inquiries. While in discussion, we may determine that additional development or hands-on work outside of the scope of third-party support will be necessary.
But not to worry! Spinnaker Support does offer short-term, project-based consulting services. We’d be glad to assess your needs and discuss the nature and scope of the project.
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