Major Oracle Third-Party Support Providers: Rimini Street and Spinnaker Support
Third-party support for Oracle software has emerged as a compelling option for CIOs seeking to cut costs and improve support quality.
Major third-party support providers, such as Rimini Street and Spinnaker Support, promise savings of ~50% on annual Oracle support fees while delivering more personalized service.
This advisory outlines the benefits, differences, and key considerations when choosing between these two leading providers.
Why Enterprises Consider Third-Party Oracle Support
Oracle’s support typically costs 22% of the license price annually, with annual increases of 8%. In contrast, third-party providers charge roughly half that amount and often keep fees flat.
The appeal goes beyond cost: independent support allows companies to extend the life of stable Oracle systems without forced upgrades, receive more personalized service (from dedicated veteran engineers familiar with their systems), and even receive support for customizations and older versions that Oracle no longer supports.
In short, third-party support can reduce spending while addressing some of the pain points associated with vendor support.
Rimini Street: Pioneering Third-Party Support
Rimini Street (founded in 2005) is the largest independent Oracle support provider.
It supports virtually all Oracle products (from E-Business Suite, PeopleSoft, and JD Edwards to Oracle Database and middleware) and typically reduces support fees by about 50%.
Rimini offers 24/7 global support with veteran engineers dedicated to each client.
After an early legal dispute with Oracle, Rimini modified its processes to ensure full license compliance, allowing customers to use its service without legal risk.
Spinnaker Support: Oracle Expertise with Flexibility
Spinnaker Support (founded in 2008) is another top provider, known for its flexible and customer-centric approach. It supports all major Oracle systems and likewise saves clients around 50% on support costs.
Spinnaker is praised for high-touch service – dedicated engineers and rapid response times – and for willingness to tailor contract terms.
The firm also provides its security patches and tax/regulatory updates, and offers audit support to keep clients secure and compliant outside Oracle’s official support.
Oracle vs. Third-Party Support Comparison
| Aspect | Oracle Support | Third-Party Support (Rimini/Spinnaker) |
|---|---|---|
| Annual Cost | ~22% of license per year (plus ~4% annual increase) | ~50% of Oracle’s fee (about half the cost; minimal or no annual increase) |
| Support Scope | Standard features only; no support for custom code or modifications | Includes customizations, integrations, and even out-of-support versions |
| Updates & Upgrades | Access to Oracle’s official patches, security fixes, and new version releases while under contract | No Oracle patches or new releases; provider delivers fixes and workarounds to keep your current system stable |
| Support Duration | Limited – support ends after a period unless you pay for Extended Support or upgrade | Indefinite – will support your Oracle version as long as you need, with no forced upgrades |
In essence, third-party support offers Oracle’s continuous updates in exchange for significant cost savings and more flexible service.
Many enterprises find this trade-off acceptable, especially if their Oracle environment is stable and they don’t need immediate access to new features.
Key Considerations and Pitfalls
Keep these points in mind to avoid common pitfalls when switching:
- License Compliance: It’s legal to use third-party support, but you must stay within your Oracle license terms. Oracle may audit customers who leave its support, so work with your provider to remain audit-ready and compliant.
- Loss of Patches: After leaving Oracle, you stop getting official patches. Ensure your provider can promptly deliver critical bug fixes and security updates – this is particularly crucial for meeting security and regulatory requirements.
- Future Upgrades: If you may need a new Oracle version later, plan for the cost of rejoining Oracle support. Oracle typically charges back fees or penalties to upgrade after a lapse. Many companies avoid this by staying on third-party support until they migrate to a different platform or cloud solution.
- Contract Terms: Scrutinize the contract. Ensure the coverage, SLAs, and fees are clearly defined. Aim for flexibility (like the ability to adjust or exit annually) so you’re not over-committed. Have legal or procurement experts review the terms for any hidden risks before you sign.
Recommendations
- Start Early: Begin evaluating third-party support options well in advance of your Oracle support renewal date. This ensures you have time to assess providers and manage the transition without rushing.
- Inventory and Analyze: Document all your Oracle systems (and their support costs) to identify where third-party support would have the biggest impact. Use this to estimate potential savings and build a strong business case.
- Evaluate Providers Thoroughly: Engage both Rimini Street and Spinnaker Support. Receive detailed proposals and consult with reference customers to compare service quality, expertise, and responsiveness tailored to your specific needs.
- Negotiate Key Terms: Don’t Accept the First Offer. Negotiate for favorable terms, such as multi-year discounts, caps on fee increases, and flexibility to scale or cancel services if you retire your systems.
- Plan the Transition: Time the switch with your Oracle support renewal. Before the cutover, download any necessary Oracle resources and train your IT staff on the new support process. With good preparation, users won’t even notice the change in provider.
Checklist: 5 Actions to Take
- Assess Current Support – Gather your Oracle support invoices and contract renewal dates to determine your current support status. This shows the baseline cost and timeline for potentially switching.
- Contact Providers – Reach out to Rimini Street and Spinnaker Support for evaluations. Share your Oracle product list and discuss your support needs. Compare their offerings and pricing side by side.
- Secure Internal Buy-In – Present the plan to executives and system owners to gain their support and approval. Emphasize the major savings and improved support to get everyone on board.
- Finalize the Deal – Choose a provider and finalize the contract. Ensure all critical systems are covered and service levels meet your requirements. Have the legal/procurement teams review the agreement for any potential risks.
- Execute the Switch – Notify Oracle of cancellation to avoid auto-renewal. Coordinate with the new provider on the support cutover date and the knowledge transfer process. Update your internal helpdesk processes so your teams know to contact the new provider for Oracle issues.
Download Procurement Advisory Playbook: Transitioning from Oracle Support to Third‑Party Support.
💸 Realize Tangible Financial Benefits Beyond Just Cost Savings
- Save 50%+ annually on Oracle support fees — and avoid costly forced upgrades.
- Extend the life of stable systems without paying for software you don’t need.
- Understand the total cost reduction: license optimization + deferred hardware/software spend.
- Learn how third-party support frees up budget for innovation, not just maintenance.
FAQ
Q: Is it legal and safe to use third-party support for Oracle products?
A: Yes. Oracle’s contracts do not forbid customers from using third-party support. It’s legal as long as you remain compliant with your license terms. Both Rimini Street and Spinnaker Support ensure no Oracle intellectual property is violated and will help you stay audit-compliant.
Q: How much money can we save by switching from Oracle support to a third-party provider?
A: On average, about a 50% reduction in annual support fees. Large enterprises can save millions of dollars over a few years by switching to third-party support, freeing budget for other priorities.
Q: Will we still receive software patches and updates after leaving Oracle support?
A: You won’t get Oracle’s official patches, but third-party providers develop their fixes for critical issues. They deliver ongoing bug fixes, security patches, and regulatory updates to keep your system safe. You won’t receive new Oracle features, but your current software will remain stable and secure under their support.
Q: What Oracle products can Rimini Street and Spinnaker Support cover?
A: Nearly all on-premises Oracle products can be covered. Both providers support Oracle’s major application suites (ERP, CRM, etc.), Oracle Database, middleware platforms, and more – including older versions that Oracle no longer supports. You should verify your specific software versions with the provider, but in general, these firms cover the full Oracle portfolio.
Q: What if we need to upgrade or want to go back to Oracle’s support in the future?
A: You can return to Oracle support if necessary, but Oracle will typically charge a reinstatement fee or require back payments for the period you were off support. This can be expensive, so plan for it if you anticipate a future upgrade. Many companies that rely on third-party support avoid that scenario by staying on their existing Oracle version until they move to a new system or cloud platform. Rejoining Oracle support is possible – just be sure to budget for the re-entry cost..
Read more about our Third Party Transition Service.
