지원/유지보수 FAQ

A.

예. Spinnaker Support는 커스터마이즈드 코드로 인해 발생할 수 있는 문제를 해결할 수 있도록 지원합니다. 저희는 대부분의 고객이 스탠다드 기능으로 처리되지 않는 고유한 비즈니스 요구사항을 지원하기 위해 커스텀 기능을 생성한다는 사실을 알고 있습니다.

기존 커스터마이징에 따른 문제가 있는 경우, Spinnaker Support는 고객사 직원들과 협력하여 문제를 분석합니다. 근본 원인이 핵심 소프트웨어 코드에 있으면 Spinnaker Support가 fix를 개발합니다. 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. 당사 지원팀은 고객이 법률준수 요건을 위반하는 일이 없도록 정확한 정보의 세법 및 규제 업데이트를 제공하는 일에 경험이 풍부한 전문가들로 구성되어 있습니다. 실제로 당사는 규제 준수와 관련하여 완벽한 기록을 보유하고 있습니다.

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. fix를 제공하는 가장 일반적인 방법은 고객 환경에 원격으로 접속하여 문제를 분석 및 해결하고 디버깅하는 작업을 시작하는 것입니다.

Spinnaker Support 팀을 귀사의 내부 지원팀을 확장하는 팀으로 생각하시면 됩니다. Issue가 파악되면, 고객 환경에서 fix를 준비하고 테스트하여 필요한 변경에만 영향을 미치도록 합니다. 따라서 다른 프로그램과 개체에 미치는 영향이 최소화됩니다.

Spinnaker Support의 지원 방식은 커스터마이징을 포함한 애플리케이션의 다른 부분에 원하지 않는 변경이 수반될 수 있는 패키지형 업데이트를 설치하는 일반적인 벤더 방식과는 다릅니다. 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. 애플리케이션 내 원치 않는 변경으로 인해 사용자 재학습 및/또는 재교육에 시간이 걸릴 수도 있습니다.

A.

예. 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.

오랜 Oracle 고객이 모두 알고 있듯이, 연간 지원 비용은 꾸준히 증가하고 있지만. 지원 기능 및 업데이트 수는 줄어들고 있습니다. 최종 지원 단계이고 가장 비싼 지원 단계인 서스테이닝 서포트는 최종 사용자에게 제공하는 실질적인 가치가 거의 없습니다.

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

제3자유지보수 지적재산권(IP) FAQ

A.

간단합니다. 벤더사의 IP 이용약관을 위배할 필요가 없습니다! World-class support is about customer-focused processes and a commitment to customer satisfaction. Oracle 및 SAP 기업용 애플리케이션 지원 경력이 평균 19년 이상인 고도로 숙련된 지원 엔지니어팀을 통해 기능적, 기술적 측면 모두에서 솔루션 전문 지식을 제공합니다.

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.

예. 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. IP 정책은 엄격하며, 포괄적인 법률 검토를 거칩니다.

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. 회사 내부에서 IP 정책을 정기적으로 검토하고, 필요에 따라 업데이트를 제공합니다. 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.

다음 목록은 Spinnaker Support가 타사 자산으로 고려하는 대상입니다.

  • 벤더 객체 및 소스 코드
  • 벤더가 생성한 솔루션
  • 벤더가 작성한 문서 및 교육 자료
  • 벤더 사용자 인터페이스 및 인터페이스 스크린 캡처
  • 시스템 로그, 애플리케이션 로그, 추적 또는 진단 보고서
  • 벤더가 작성한 설계 문서
  • 메타데이터, 데모 데이터, 교육 자료 등을 포함하는 벤더 데이터
  • 벤더 포맷 출력물 및 보고서
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. 지원되는 제품의 비상용 백업을 제작하고 저장하는 일은 전적으로 고객의 책임입니다.

A.

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

A.

당사의 IP 정책에 대해 귀하와 상의하게 되어 기쁩니다. +1 877 476 0576(으)로 연락하여 Spinnaker Support 담당자에게 문의하거나 이메일(주소: info@spinnakersupport.com)로 요청하실 수 있습니다.

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