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SIEBEL CRM SERVICES

After exhaustive due diligence, we opted to pass on upgrading or migrating our existing Siebel CRM version 7.8.2 applications. Third-party support is tailor made for our organization and Spinnaker Support is the wise choice for us. They deliver best-in-class third-party support, provide incremental managed services we can leverage going forward, and bring an impressive history of consistent growth and financial stability. Spinnaker Support brings the low-risk profile that we seek in our vendors.

—Brian Corderre, EVP and Controller at Information Resources, Inc.

Delivering a groundbreaking blend of support, managed services, and consulting services to benefit any Siebel customer at any time.Siebel is widely regarded as the industry’s most stable, reliable, and comprehensive CRM application suite. Thousands of enterprises around the world depend on their Siebel applications to support and enable their sales, marketing, commerce, service, and social efforts. Spinnaker Support delivers a groundbreaking set of service offerings that can benefit any and every enterprise that runs Siebel. Gartner recognizes Spinnaker Support as one of only two “Pure-Play” third-party Siebel support providers — and we are the only vendor that adds a wide range of managed services and consulting capabilities.

MARKET GAPS SPINNAKER SUPPORT SOLUTION

Increasingly more Siebel users are seeking an effective, lower cost alternative to expensive, low return-on-investment Oracle-provided support.

• Spinnaker Support customers gain more personalized, comprehensive Siebel Support while reducing the cost of Oracle support by an average of 62%.

• Our customers don’t pay for support of their unused Siebel shelfware licenses — a unique pricing rationalization approach.

Siebel users are tired of diminishing support — essentially a do-it-yourself support model — while being coerced to upgrade to newer versions they don’t need or can’t afford.

• Spinnaker Support has built a global network of highly experienced Siebel gurus who are helping clients reduce support costs, augment or assume system administrative and data management tasks, lead upgrade or migration projects, configure new features and functions, or to provide interoperability guidance and support for the wider Siebel architecture ecosystem.

Siebel users are seeking a safe, legal third-party alternative that doesn’t introduce risk.

• Spinnaker Support is a private company that is built to last. Fastest topline-growing provider of third-party Oracle support, and consistently profitable — unlike primary competitor who has not reported profitability since inception in 2005.

• Spinnaker Support’s cash-on-hand and deferred revenues remain at record levels. Our cash-to-deferred revenue ratio now exceeds 1.0. This critical metric illustrates the company’s financial stability and commitment to fulfill future customer service obligations.

• We have never violated the intellectual property rights of Oracle or SAP and have never been litigated in court.

Siebel Third-Party Support

SUPPORTED PRODUCTS :• Siebel Sales

• Siebel Analytics

• Mobile

• Siebel Marketing

• Dynamic Catalog

• Commerce Analytics

• Dynamic Pricer

• Quote & Order

• Siebel Contact Center

• Service Analytics

• Field Service

• Help Desk

• Mobile Solutions

• Social

• CRM Technology (all)

• Industry Solutions (most)

SUPPORTED VERSIONS: • 5.x, 6.x, 7.x, and 8.x

SUPPORTED CUSTOMIZATIONS: • All

SUPPORTED GEOGRAPHIES:• Over 1000 total customers

supported, located in 104 countries from support hubs in Denver, London, Mumbai, Singapore, and Tel Aviv.

• Recognized by Gartner as one of just two “Pure-Play” providers of third-party support for Oracle and SAP enterprise applications.

• A personalized, tailored Siebel support delivery model that has become an increasingly popular alternative to Oracle’s low ROI self-support model.

• Every client is assigned a dedicated Account Support Lead (ASL), who directs a dedicated team specifically chosen based on a client’s version, functional modules, industry designation, database components, surrounding technologies, degree of customization, technology interface points, and geographic landscape.

• Includes trouble shooting and root cause analysis, break fix, customizations support, general inquiry support, surrounding technology advisory support, pro-active reporting, pre-scheduled and on-demand status meetings, guidance for partners logging issues.

• Reduces Oracle support costs by 60+%. Take into account unused software licenses (unique price rationalization policy).

• Standard Service Level Agreements (SLA) includes issue support for P1, P2, P3, and P4 priorities. Response time within 15 minutes, typically less than 5 minutes. First responder is always a seasoned Siebel software engineer with at least 15 years of experience.

• 24 x 7 x 365 coverage from highly seasoned Siebel software engineers deployed out of regional support hubs located in Denver, London, Mumbai, Singapore, and Tel Aviv.

• Lifetime commitment to support any Siebel version or product, whether customized or not.

• End-to-end customer engagement and support delivery processes are 100% ISO 9001:2015 certified, including marketing qualification, consultative selling, customer onboarding, and archiving issue support and resolution, customer satisfaction scoring and follow-up, customer contract renewal, and customer off-boarding.

• Has never violated Oracle intellectual property rights. Never litigated by Oracle for any reason.

Managed Services for the Siebel Architecture EcosystemSpinnaker Support delivers a groundbreaking set of high-value Siebel architecture services for third-party support, managed services, and consulting. This blend is unique in the Siebel CRM market. Our wide range of managed services are available stand-alone or are deployed in conjunction with other Spinnaker Support service offerings. Designed to augment or fully take over system administration, data management, and/or application development tasks so internal resources can focus on innovative and strategic initiatives.

MANAGED SERVICE CATEGORY MENU OF TASKS, INCLUDING:

System Administration • Siebel user monitoring and management

• LDAP monitoring and management

• Siebel Application Object Manager monitoring and management

• Siebel Maintenance

• Siebel Remote Management

• Performance tuning

• Siebel system health checks, monitoring, and troubleshooting

• Siebel Job Administration

• Surrounding technology upgrade and interoperability management, including servers, databases, operating systems, clusters, and interface points

Data Management • Data Management into Siebel such as Enterprise Information Management (EIM) and Enterprise Application Integration (EAI)

• Data Management out of Siebel such as EIM, EAI, Informatica, and Siebel Reporting (Actuate, BI Publisher)

• Data quality, validation, and modeling

Application Development & Deployment • Set-up of Developers

• Siebel Repository File (SRF) Migration and Monitoring

• DDL Sync between Siebel Repositories & physical schema in Oracle DB

• Browser scripting deployment for web servers

• Non-Production Environment Build and Support

We selected Spinnaker Support to provide ongoing support for our entire Oracle application landscape, including Siebel CRM, E-Business Suite, and Oracle Technology Stack. As the head-to-head evaluation progressed, it became crystal clear that Spinnaker Support is the best choice for us. They provide an exceptionally high level of local support at an attractive price point and have quickly evolved into a natural extension of our own internal IT team. Spinnaker Support gives us great confidence going forward. They always do things the right way and consistently display in-depth Oracle application knowledge as pertains to our unique environment.

SPINNAKERSUPPORT.COM

Spinnaker Support is the leading global provider of third-party support and managed services for Oracle and SAP enterprise software products. Spinnaker Support clients gain more comprehensive and responsive service, save an average of 62% on their support fees, and can remain on their current software release indefinitely. They trust Spinnaker Support to keep their enterprise applications running at peak performance and to help them navigate from on-premise to hybrid to cloud.

Spinnaker Support operates from ten regional operational centers located in Denver, Dubai, London, Mumbai, Paris, Sao Paulo, Singapore, Seoul, Tel Aviv, and Tokyo. Our award-winning blend of services span SAP, BusinessObjects, Oracle E-Business Suite, JD Edwards, Siebel, Oracle Database, Oracle Technology and Middleware products, Hyperion, Agile PLM, ATG/Endeca, and more.

ABOUT US

HIGHEST RATED CUSTOMER SATISFACTION

Consulting Project Services for the Siebel Architecture EcosystemSpinnaker Support helps Siebel users of all versions and products with a variety of consulting capabilities:

In our 2018 annual customer satisfaction survey, covering the 2017 fiscal year, we reported a record 98.7% overall customer satisfaction, which we believe is the highest in our industry. Survey results are based on more than 500 customer responses. Each year, we steadily increase our satisfaction rating by ensuring our Oracle and SAP support is actually supportive.

VERSIONS 5.X AND 6.X VERSION 7.X VERSIONS 8.X

Assessments to embrace new business processes or technology, and to integrate acquisitions

Analyze and plan prior to software upgrades and new implementations

Provide strategic or cost-saving recommendations

• Upgrade surrounding technologies (i.e., servers and hardware) while remaining current Siebel version

• Planning and project oversight for migrating to a different CRM platform

• Upgrade surrounding technologies (i.e., browsers, servers, operating systems, and hardware) while remaining current Siebel version

• Create or replicate new features and functions found in newer Siebel versions and products

• Planning and project oversight for upgrading from 7.x to 8.x

• Planning and project oversight for migrating to a different CRM platform

• Consulting engagements for Pre-Open UI, i.e., resolve browser problems or upgrade to Open UI

• Consulting engagements for Post-Open UI, i.e., apply patch enabling upgrade to new object manager on new browsers

• Planning and project oversight for upgrading to newer Siebel innovation packs

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SPONSIVENESS FUNCTIONAL TECH

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Highest R

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9

7.3%

99.0%

97.9% 99.1%

96.9% 98.9%

OF CUSTOMER ISSUE FOLLOW-UP

UNDERSTANDING

KNOWLEDGE KNO

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98.6%OVERALL

(2019)