SAP

SAP Support Partner: Top Third-Party Providers Reviewed

Top SAP Third-Party Support Providers include:

  • Rimini Street: Known for extensive ERP ecosystem support and significant cost savings.
  • Spinnaker Support: Offers a wide range of services, including custom code support and global compliance.

A Review of SAP Third-party Support Providers

Comprehensive Review of SAP Third-party Support Providers

Several providers stand out for their exceptional service and expertise in SAP third-party support.

Detailed Profiles of Top Providers

Rimini Street

  • Overview: Rimini Street is a leader in the SAP third-party support market and is known for its comprehensive and responsive support services.
  • Specialization: The company excels in extending the lifespan of legacy SAP systems, offering cost-effective solutions that help businesses avoid unnecessary upgrades.
  • Key Services: Rimini Street provides extensive support for older SAP versions, ensuring operational continuity and significant cost savings.

Spinnaker Support

  • Overview: Spinnaker Support is renowned for its global coverage and diverse SAP support services.
  • Specialization: The company offers tailored solutions, including custom code support and interoperability services, to meet the specific needs of businesses.
  • Key Services: Spinnaker Support is known for integrating SAP systems seamlessly with existing IT infrastructures and providing robust support for custom SAP implementations.

Services and Expertise

Each provider brings unique services, catering to various business needs and ensuring smooth SAP operations.

Custom Code Support

  • Importance: Essential for businesses that rely heavily on customized SAP solutions to meet their specific operational requirements.
  • Example: Both Rimini Street and Spinnaker Support offer extensive support for custom code, ensuring that tailored SAP solutions continue to function effectively without disruption.

Interoperability Services

  • Importance: Ensures seamless integration of SAP systems with existing IT infrastructures, which is crucial for maintaining business continuity and efficiency.
  • Example: Spinnaker Support specializes in interoperability services, helping businesses integrate their SAP systems with other enterprise applications and technologies.

Global Tax & Regulatory Compliance

  • Importance: Crucial for businesses operating across multiple jurisdictions, ensuring compliance with various tax laws and regulatory requirements.
  • Example: Both providers offer services that help businesses comply with international tax and regulatory standards, reducing the risk of legal issues and penalties.

24/7 Support & Expert Advisory Services

  • Importance: Provides round-the-clock assistance and strategic guidance, ensuring businesses can promptly address issues and make informed decisions.
  • Example: Rimini Street and Spinnaker Support offer 24/7 support and expert advisory services, giving businesses access to experienced professionals who can provide timely and strategic advice.

Summary

In the competitive field of SAP third-party support, Rimini Street and Spinnaker Support stand out for their exceptional service and expertise.

They offer various essential services, including custom code support, interoperability services, global tax and regulatory compliance, and 24/7 support and advisory services.

These providers help businesses extend the lifespan of their SAP systems, integrate seamlessly with existing infrastructures, and maintain compliance across multiple jurisdictions. They also offer significant cost savings and strategic flexibility.

Analyzing Services and Offerings

Analyzing Services and Offerings

Several providers stand out for their exceptional service and expertise in SAP third-party support.

Detailed Profiles of Top Providers

Rimini Street

  • Overview: Rimini Street is a leader in the SAP third-party support market and is known for its comprehensive and responsive support services.
  • Specialization: The company excels in extending the lifespan of legacy SAP systems, offering cost-effective solutions that help businesses avoid unnecessary upgrades.
  • Key Services: Rimini Street provides extensive support for older SAP versions, ensuring operational continuity and significant cost savings. For instance, they have helped a global telecommunications company avoid a costly SAP upgrade by maintaining their existing system and customizing solutions to meet evolving needs.

Spinnaker Support

  • Overview: Spinnaker Support is renowned for its global coverage and diverse SAP support services.
  • Specialization: The company offers tailored solutions, including custom code support and interoperability services, to meet the specific needs of businesses.
  • Key Services: Spinnaker Support is known for integrating SAP systems seamlessly with existing IT infrastructures and providing robust support for custom SAP implementations. They assisted a major healthcare provider in integrating their SAP system with new medical software, ensuring smooth operation and data consistency across platforms.

Services and Expertise

Each provider brings unique services, catering to various business needs and ensuring smooth SAP operations.

Custom Code Support

  • Importance: Essential for businesses that rely heavily on customized SAP solutions to meet their specific operational requirements.
  • Example: Rimini Street and Spinnaker Support offer extensive support for custom code, ensuring that tailored SAP solutions continue to function effectively without disruption. For example, Spinnaker Support helped an international manufacturing firm optimize its custom SAP modules, improving production planning and inventory management.

24/7 Assistance

  • Importance: Provides round-the-clock assistance, ensuring businesses can promptly address issues and minimize downtime.
  • Example: Both Rimini Street and Spinnaker Support offer 24/7 support services. Rimini Street, for instance, enabled a global retail chain to resolve critical system issues outside regular business hours, preventing significant operational disruptions and maintaining business continuity.

Interoperability Services

  • Importance: This ensures seamless integration of SAP systems with other business applications, which is crucial for maintaining business continuity and efficiency.
  • Example: Spinnaker Support specializes in interoperability services, helping businesses integrate their SAP systems with other enterprise applications and technologies. They supported a financial services company in integrating their SAP system with a new customer relationship management (CRM) platform, improving data flow and customer service efficiency.

Global Tax & Regulatory Compliance

  • Importance: Ensures compliance with various tax laws and regulatory requirements across multiple jurisdictions.
  • Example: Both providers offer services that help businesses comply with international tax and regulatory standards. Rimini Street assisted a multinational corporation in navigating complex regulatory changes in multiple countries, ensuring compliance and avoiding legal penalties.

Proactive Account Management and Reporting

  • Importance: Provides detailed reporting and proactive account management, ensuring transparency, regular support performance, and incident management updates.
  • Example: Spinnaker Support offers comprehensive reporting and regular account reviews, helping a global logistics company gain insights into their SAP system performance and make informed decisions on system enhancements and maintenance.

Comparison of Service Models

The service models of leading SAP third-party support providers, Rimini Street and Spinnaker Support, offer diverse benefits tailored to different business needs.

Rimini Street

Service Model: Robust and Comprehensive

Key Services:

  1. Support for a Wide Range of SAP Products and Versions:
    • Rimini Street provides extensive support for various SAP products, including SAP ERP, SAP Business Suite, SAP S/4HANA, and more. They cover multiple versions, ensuring businesses can maintain their current systems without being forced into costly upgrades.
    • Example: A multinational corporation utilizing SAP R/3 received continuous support from Rimini Street, allowing them to avoid migrating to a newer version while receiving critical updates and patches.
  2. Extended Support for Legacy Systems:
    • It specializes in extending the life of legacy SAP systems by providing ongoing maintenance, security updates, and performance optimization.
    • Example: A large manufacturing company using an older version of SAP ECC avoided a major system overhaul and saved millions by leveraging Rimini Street’s support services to maintain and optimize its legacy system.
  3. Global Tax and Regulatory Compliance:
    • Rimini Street offers comprehensive updates for global tax, legal, and regulatory requirements, ensuring businesses remain compliant with changing laws across various jurisdictions.
    • Example: An international retailer benefited from Rimini Street’s tax and regulatory updates, which ensured compliance with VAT changes in multiple countries without upgrading their SAP system.
  4. 24/7 Support and Expert Advisory Services:
    • Provides round-the-clock support with guaranteed response times and access to experienced engineers for strategic guidance.
    • Example: A financial institution experienced a critical system issue outside regular business hours, and Rimini Street’s 24/7 support team resolved the problem quickly, minimizing downtime and operational impact.

Spinnaker Support

Service Model: Flexible and Customizable

Key Services:

  1. Custom Code Support:
    • Spinnaker Support offers extensive support for custom SAP code, ensuring that bespoke solutions continue to function effectively and are optimized for performance.
    • Example: A logistics company with heavily customized SAP modules received tailored support from Spinnaker Support, which included troubleshooting and optimizing their custom code to enhance system efficiency.
  2. Interoperability Services:
    • Ensures seamless integration of SAP systems with other enterprise applications and technologies, enhancing overall system efficiency and data flow.
    • Example: A healthcare provider integrated their SAP system with new medical software using Spinnaker Support’s interoperability services, improving data consistency and operational efficiency.
  3. Global Coverage with Local Expertise:
    • It offers a global support network with local expertise, ensuring businesses in multiple regions receive consistent, localized support.
    • Example: A global energy company operating in different continents received localized support tailored to regional requirements, enhancing their SAP system’s performance and compliance with local regulations.
  4. Proactive Account Management and Reporting:
    • Provides comprehensive reporting and proactive account management, including regular reviews and updates on support performance and incident management.
    • Example: An automotive manufacturer benefited from Spinnaker Support’s detailed performance reports and proactive account management, which enabled them to make informed decisions on system enhancements and maintenance.

Strategic Benefits and Cost Savings

sap third support providers Strategic Benefits and Cost Savings

Cost-Effectiveness

Third-party SAP support providers are typically more cost-effective than traditional SAP support, offering businesses significant savings and strategic advantages.

Lower Direct Costs

  • Explanation: Third-party providers generally offer their services at a lower rate than SAP’s in-house support, leading to direct cost savings for businesses.
  • Example: A manufacturing company switched to Spinnaker Support and reported a 60% reduction in annual support costs compared to SAP’s official support fees. This substantial saving allowed the company to reinvest funds into other critical areas of its business.

Reduced Need for Upgrades

  • Explanation: Third-party support providers reduce the frequency and necessity of costly upgrades by extending the life of current SAP systems.
  • Example: A global retail chain using an older version of SAP ERP avoided a multimillion-dollar upgrade by utilizing Rimini Street’s extended support services. This enabled them to maintain system performance and compliance without the disruptive and expensive process of upgrading.

ROI Analysis

Switching to third-party support can offer a substantial return on investment (ROI), offering immediate and long-term financial benefits.

Case Study: Rimini Street

  • Example: A telecommunications company that switched to Rimini Street reported a 50% reduction in annual support costs. Despite the lower costs, service quality and system performance did not decline, demonstrating the value of third-party support.
  • Impact: These cost savings allowed the company to invest in new technology initiatives, further enhancing its competitive edge.

Long-Term Savings

Example: A financial services firm calculated that it saved several million dollars over five years from reduced support fees and deferred upgrades. These funds were redirected towards innovation projects like developing new financial products and improving digital customer experiences.

Explanation: Over time, the savings on support costs and reduced upgrade expenses contribute to a significant ROI, allowing businesses to allocate resources to other strategic initiatives.

Customization and Business Alignment

Customization and Business Alignment

Aligning third-party support services with business objectives is crucial for maximizing the value of SAP systems.

Customized Solutions

1. Tailored Support Services

  • Bespoke Solutions: Ensure the provider offers solutions tailored to your business processes and challenges rather than generic support.
    • Example: A global manufacturing company might require customized support for its unique production workflows and supply chain management processes. Rimini Street could tailor their support to address these needs, ensuring optimal performance and minimal disruption.
  • Industry-Specific Expertise: Choose a provider with experience in your industry to ensure they understand and can address your specific requirements.
    • Example: Spinnaker Support’s experience with healthcare providers allows it to offer tailored solutions that meet the industry’s strict regulatory and operational needs.

2. Comprehensive Needs Assessment

  • Detailed Assessment: Conduct a thorough needs assessment to identify the specific support requirements of your SAP system.
    • For example, a financial services firm might comprehensively review its SAP environment to identify critical customizations and integrations that require specialized support.
  • Custom Support Plan: Develop a custom support plan based on the assessment to address identified needs effectively.
    • Example: The support plan might include specialized services for custom financial reporting modules and compliance with financial regulations.

Alignment with Business Strategy

1. Strategic Integration

  • Support Alignment: Ensure that the support services directly contribute to achieving long-term business goals and objectives.
    • Example: A retail company that aims to enhance customer experience through improved inventory management can align its third-party support to focus on optimizing SAP’s inventory and order management modules.
  • Regular Strategy Reviews: Conduct regular reviews to ensure the support services align with evolving business strategies.
    • Example: Quarterly strategy meetings with the support provider to align services with new business initiatives or market changes.

2. Performance Metrics

  • Establish KPIs: Define key performance indicators (KPIs) to measure the effectiveness of the support services in achieving business objectives.
    • Example: KPIs might include system uptime, response times for critical issues, and the impact of support on business process efficiency.
  • Continuous Improvement: Use the KPIs to improve support services and ensure they align with business goals.
    • Example: Regular performance reviews and feedback loops to adjust and enhance support services based on KPI outcomes.

Support for Custom Code

1. Critical Custom Code Support

  • Comprehensive Support: Verify that the provider can support and optimize custom code, which is often crucial to operations.
    • Example: A logistics company with custom SAP modules for route planning and fleet management would need third-party support to maintain and optimize these critical customizations.
  • Optimization Services: Ensure the provider offers optimization services for custom code to enhance performance and reliability.
    • Example: Regular performance tuning and code reviews to identify and resolve inefficiencies in custom code.

2. Custom Code Documentation

  • Detailed Documentation: Maintain detailed documentation of all custom code to facilitate effective support and troubleshooting.
    • Example: A telecom company ensures that all custom SAP modules are well-documented, including descriptions of functionality, dependencies, and known issues. This makes it easier for the support provider to manage and optimize.
  • Knowledge Transfer: Ensure knowledge transfer sessions are conducted to familiarize the support provider with customizations.
    • Example: Initial onboarding sessions, during which the existing IT team provides in-depth knowledge transfer to the third-party support team about custom SAP configurations.

Transition Strategies and Integration

Transition Strategies and Integration

Transitioning to third-party SAP support requires careful planning and execution to ensure seamless integration and continued system performance.

A smooth transition to third-party support involves several key steps:

1. Develop a Comprehensive Transition Plan

  • Define Clear Goals: Establish specific objectives for the transition, such as achieving cost savings, improving support quality, or enhancing system performance.
    • For example, a multinational corporation might aim to reduce support costs by 40% while maintaining or improving current service levels.
  • Risk Assessment: Identify potential risks and develop mitigation strategies to address them.
    • Example: Conduct a risk analysis to understand potential disruptions and plan contingencies.

2. Phased Approach

  • Implement in Phases: Roll out the new support system gradually to minimize risk and disruption.
    • Example: Start with non-critical systems before transitioning core SAP applications to third-party support.
  • Pilot Testing: Test the new support model on a small scale before full implementation.
    • Example: A retail company might pilot the transition with its inventory management system before extending it to its entire SAP suite.

3. Stakeholder Involvement

  • Engage Stakeholders: The planning process should involve all relevant stakeholders, including IT staff, management, and end-users.
    • Example: Regular meetings with department heads and IT teams to gather input and address concerns.
  • Communication Plan: Develop a communication plan to inform all stakeholders about the transition progress and any potential impacts.
    • Example: Provide regular updates via email newsletters and meetings.

Integration with Existing Systems

Seamless integration is essential for the effectiveness of third-party support:

1. Compatibility Checks

  • System Compatibility: Ensure the new support system is fully compatible with your existing SAP landscape and other integrated systems.
    • Example: Perform compatibility testing with all SAP modules and third-party applications the organization uses.
  • Technical Audits: Conduct technical audits to identify any potential integration issues beforehand.
    • Example: A thorough review of system configurations and interfaces.

2. Minimizing Disruption

  • Strategic Integration: Develop strategies to integrate third-party support without significant disruptions to ongoing operations.
    • Example: Schedule integration activities during off-peak hours to minimize impact on business operations.
  • Transition Support: Ensure continuous support during the transition period to address any issues promptly.
    • Example: A dedicated transition team is available 24/7 during the initial stages of the integration.

3. Robust Onboarding Process

  • Comprehensive Onboarding: Work with the provider to establish a thorough onboarding process that covers all aspects of your SAP environment.
    • Example: Detailed onboarding sessions covering customizations, workflows, and critical processes.
  • Training and Documentation: Provide extensive training and documentation for IT staff and end-users to ensure smooth adoption.
    • Example: Training workshops and user manuals tailored to different user roles and needs.

Best Practices for a Smooth Transition

By following these strategies and best practices, businesses can smoothly transition to third-party SAP support, ensuring their SAP systems are effectively managed and aligned with their strategic goals:

Example: A scalable support plan that can adjust to increased demand during peak business periods.

Regular Reviews and Feedback: Continuously review the performance of the third-party support and gather feedback from stakeholders to make necessary adjustments.

Example: Quarterly performance reviews with the third-party provider to evaluate service quality and address any issues.

Flexibility and Scalability: Ensure the third-party support model is flexible and scalable to adapt to changing business needs and growth.

FAQs

  1. What unique services do Rimini Street and Spinnaker Support offer for SAP?
    • Rimini Street provides extensive support for custom code and a business-driven roadmap for SAP systems. Spinnaker Support offers personalized support and managed services, including full-stack security and AI tools.
  2. How do Rimini Street and Spinnaker Support compare in terms of cost savings?
    • Both providers offer significant cost savings compared to traditional SAP support. Rimini Street focuses on reallocating the budget towards innovation, while Spinnaker Support emphasizes cost-effectiveness and service quality.
  3. Do they support custom code in SAP environments?
    • Yes, both Rimini Street and Spinnaker Support offer support for custom code, which is often not covered under standard SAP support.
  4. Can these providers help delay the transition to S/4HANA?
    • Yes, both providers allow customers to continue using their existing ECC systems and transition to S/4HANA on their timetable.
  5. What is their approach to cloud migration and interoperability?
    • Rimini Street supports running ECC systems on-premises or in the cloud, while Spinnaker Support emphasizes interoperability services for the IT ecosystem.
  6. How do they handle enterprise-level compliance and security?
    • Spinnaker Support provides proactive full-stack security and compliance updates. Rimini Street also focuses on compliance, offering updates and support for security audits.
  7. What are the main differences between their support models?
    • Rimini Street is known for its comprehensive set of services without pushing add-ons, while Spinnaker Support is recognized for its quality of service and flexibility in contractual agreements.
  8. Can businesses use these services alongside new SAP products?
    • Businesses can use Rimini Street or Spinnaker Support for legacy systems while purchasing newer SAP products like S/4HANA.
  9. Are there any limitations in moving to third-party support?
    • Third-party contracts might require longer-term commitments, and returning to SAP support might involve reinstatement fees.
Author
  • Fredrik Filipsson has 20 years of experience in Oracle license management, including nine years working at Oracle and 11 years as a consultant, assisting major global clients with complex Oracle licensing issues. Before his work in Oracle licensing, he gained valuable expertise in IBM, SAP, and Salesforce licensing through his time at IBM. In addition, Fredrik has played a leading role in AI initiatives and is a successful entrepreneur, co-founding Redress Compliance and several other companies.

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