サポート/メンテナンスに関するよくあるご質問

A.

はい。Spinnaker Supportは、カスタムコードによって引き起こされた可能性がある問題でも、解決を支援します。ソフトウェアが対応するように設計されていない独自のビジネスニーズをサポートするカスタム機能をほとんどのお客様が作成していることを理解しています。

既存のカスタマイズに関連した問題がある場合は、Spinnaker Supportはお客様のリソースと一緒に問題を分析します。原因がコアのソフトウェアコードにある場合は、Spinnaker Supportはその修正を開発します。If the root cause is with the custom code, we will provide guidance to the changes needed within the custom code.

Read more about our standard break/fix services

A.

When a customer ends their support agreement with their software vendor, they no longer have access to that vendor’s password–protected websites, thus no access to downloads or patches. While code patches do block vulnerabilities, the reality of the software patching process often does not meet its promise.

Our security philosophy:

  1. We deliver a layered, Defense in Depth approach to security. This means targeting the weakness category (CWE) rather than chasing individual historic threats or CVEs or trying to predict future CVEs. Addressing individual vulnerabilities is counterproductive. Many are active but not yet discovered, and others are still exposed because the patches did not work.
  2. Our proactive approach future proofs the security of your environments. We use hardening techniques and compensating controls to ensure your systems can pass penetration testing and audits. This comes standard with our third-party support. Using CIS & STIG Benchmarks, we guarantee you a more secure environment.

Read more about our standard security services and Seven-Point Security Solution

A.

Yes, GTRC updates are a standard offering with our third-party support model. サポートチームには、お客様が法的要件を遵守し続けられるように、税と規制の優れた品質のアップデートの提供に豊富な経験があります。実際、当社にはこの点に関して完璧な実績があります。

Additionally, our customers only receive the regulatory changes they require –this allows our support team to make these changes quickly and with little impact to your environment, even when customizations are involved.

Read more about our standard GTRC services

A.

SPCs (Software Protection Codes) are part of your perpetual application license agreement with the software vendor and are not tied to annual maintenance support contracts. These codes are always available from the vendor through the License Code website (Oracle) and via the SAP Support Portal.

A.

Spinnaker Support has a major advantage over other delivery methods to address fixes. 最も一般的な修正の提供方法は、お客様の環境に遠隔的に接続して、分析、トラブルシューティング、問題のデバッグ作業を開始するというものです。

Spinnaker Supportのチームは、お客様の社内サポートチームの拡張コンポーネントとしてお手伝いします。一旦問題が分離されると、修正の準備を整えお客様の環境内でテストされるので、必要な変更のみに影響します。これにより、他のプログラムやオブジェクトへの影響を最小限に抑えられます。

Spinnaker Supportの修正方法は、一般的なベンダーのものとは異なります。ベンダーの修正方法では、お客様のカスタマイズなどアプリケーションの他の部分にとって好ましくない変更を含んでいる可能性があるパッケージアップデートのインストールが必要です。The latter method increases the risk of “breaking” other parts of the application, which can result in lost time, frustration, and greater expense to the customer. また、アプリケーション内の好ましくない変更は、ユーザーが再学習および/または再トレーニングを行うための時間も必要とします。

A.

はい。Spinnaker Support offers global services from 9 regional operations centers to customers in over 104 countries worldwide supporting 14 languages.

The Third-Party Support Market

A.

Excellent question! All you need to know is in the video below.

A.

As any long-time Oracle customer knows, the cost of annual support steadily grows, while the number of the support features and updates shrinks. Sustaining Support, the final and most expensive support stage has little real value to offer to end-users.

Read our blog post on Sustaining Support, where we explore what it is and isn’t and compare it to Spinnaker Support.

A.

We see the difference in three areas: Reputation, Relationships, and Risk.

Reputation – Our character and standing in the market are unmatched.

  • Best independent customer reviews on Gartner Peer Insights.
  • The happiest employees in the industry deliver better services!
  • We have the most satisfied customers, with nearly 100% satisfaction based on our annual customer survey that measures the relationship, not merely ticket resolution. >97% of customers are willing to recommend us and our Net Promoter Score is 79, an exceptional rating.

Relationship – “We treat every customer like the only customer.”

  • You’re assigned an entire team. We personalize our service to you, and we’re the only support provider that gives each customer a hand-picked assigned team. Every customer, large and small, is our top priority. That means quicker time to resolution.
  • You only work with the experts. Our software engineers average the most years of industry experience (19+). They’ve seen it all and fixed it all.
  • We accommodate your unique technical and commercial needs. Our fees are always aligned with your use case to maximize your savings, even if you experience changes in your business.

Risk – You’re Safe with Spinnaker Support

  • No financial risk. We maintain a healthy financial status, and every dollar you spend with us is allocated to delivering service to you. We have financial superiority and do not expose our customers to any risk of financial uncertainty, service disruptions or inconsistency.
  • No legal risk. Unlike many other providers, who have been crippled by litigation with Oracle, our service delivery model has been proven to be proper and is uninhibited by Oracle. You will be working with a partner whose processes have been reviewed and approved by Oracle, and you will not be compromised by limits on our ability to deliver or distracted by ongoing legal battles.

In summary, with Spinnaker Support, you get:

  • The highest-rated, happiest engineering team
  • Personalized attention and services
  • Long-term stability
  • Commercial flexibility
  • A safe third-party support choice

サードパーティサポートの知的所有権(IP)に関するよくあるご質問

A.

それは簡単です。当社はIPの諸条件に違反する必要はありません。World-class support is about customer-focused processes and a commitment to customer satisfaction. 当社のソリューションの機能的および技術的専門知識の両方は、OracleやSAPの企業アプリケーションのサポートで平均19年以上の経験を有する、経験豊富で熟練したサポートエンジニアのチームから提供されます。

Our support is performed entirely through remote connections to our customers’ systems and environments. Spinnaker Support staff does not possess any Oracle or SAP environments on its computers and performs all work just as a consultant would do sitting in a customer’s office. Almost 100% of the fixes we provide are authored by our support team and are customer-specific—we don’t share code between customers, nor do we access any password-protected websites from third-party software vendors like Oracle or SAP to provide these fixes.

A.

はい。 Spinnaker Support has a strict policy to protect the IP of Spinnaker Support, our customers, and all third-party software vendors used by our customers. Our IP Policy is communicated to each of our support team members, and each is required to read and understand the policy on a regular basis. このIPポリシーは厳格なものであり、包括的な法的レビューを受けます。

The highlights of this policy are communicated to our customers to ensure that their staff, their vendors, and Spinnaker Support’s legal interests are protected. 私たちは定期的にIPポリシーの社内レビューを行い、必要に応じてアップデートを提供します。All updates are communicated to our customers.

Documented within our comprehensive Support IP Policy is a list of items from software vendors which Spinnaker Support WILL NOT download, store, or receive from our customers. Spinnaker Support WILL NOT download to any Spinnaker Support systems, any material from a vendor on a customer’s behalf – no tools, no documentation, no patches, etc.

次のリストは、Spinnaker Supportがどのようなものをサードパーティの財産であると見なすか定義しています。

  • ベンダーのオブジェクトとソースコード
  • ベンダーが作成したソリューション
  • ベンダーが作成した文書とトレーニング資料
  • ベンダーのユーザーインターフェースとそれらのスクリーンキャプチャ
  • システムログ、アプリケーションログ、トレース、または診断レポート
  • ベンダーが作成した設計文書
  • メタデータ、デモデータ、トレーニングデータなどのベンダーのデータ
  • ベンダーがフォーマットしたアウトプットとレポート
A.

No. Spinnaker Support’s customers acknowledge and agree that Spinnaker Support will not make or store copies of customer data or any supported products on Spinnaker Support systems. お客様は、サポート製品の緊急時用バックアップの作成と保存について全責任を負います。

A.

Great Question! Devan Brua, Vice President of Compliance and Risk, addresses this question in the video below.

A.

IPポリシーについて喜んでご相談させていただきます。+1 877 476 0576までお問い合わせいただきSpinnaker Supportの担当者とお話しいただくか、info@spinnakersupport.comまで電子メールでリクエストをお送りください。

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