Third-party software support: A strategic alternative for cost-conscious organizations

Organizations face mounting pressure to optimize their IT budgets while maintaining operational resilience. One area ripe for transformation is software support, particularly for legacy systems where publisher support often comes at a premium rate. With this need in mind, Third-Party Software Support (TPS) can provide substantial cost savings, extend software lifecycles, and eliminate publisher lock-in.

The benefits of third-party support

Third-party support providers such as Spinnaker Support, Origina, Rimini Street offer independent, commercial support for enterprise software platforms like Oracle, SAP, IBM/HCL and VMware. These providers operate independently from original software publishers without access to proprietary updates or source code.

Despite this, TPS delivers robust support, including troubleshooting, configuration, performance optimization, and even support for custom code.

Key benefits include:

• Cost savings: Organizations can reduce annual support costs by up to 50%, with some cases reporting savings even higher.
• Extended software life: TPS enables continued support for end-of-life software, allowing organizations to avoid forced upgrades that offer little functional value.
• Freedom from publisher lock-in: By decoupling from publisher roadmaps, companies gain control over their IT strategy and timelines.
• Improved service quality: Many organizations leveraging TPS have confirmed that the quality of the service and SLAs are maintained, and often, even deliver better responsiveness compared to traditional publisher support.
• Security: TPS enables organizations to maintain and improve security and regulatory compliance.

However, TPS isn't suitable for every situation.

When is TPS the right choice?

TPS is not a one-size-fits-all solution. It is most effective in scenarios where:

• Legacy systems are stable: If your software is functioning well and upgrades are not mission-critical, TPS can help you maintain performance without unnecessary change.
• Budget constraints are tight: TPS offers a compelling value proposition for organizations seeking to reduce operational costs without compromising support quality.
• Publisher roadmaps misalign with business needs: Organizations often find themselves forced to upgrade to a newer software version, not because they need new functionality but to stay "current" with the versions that are supported by the publisher. Often these upgrades are not in line with the strategic goals of the organization. TPS allows end users to stay on their current version and have commercial support without the need to upgrade.
• Compliance and licensing are under control: TPS works best when organizations have a clear understanding of their licensing obligations and compliance status. This is since the publisher may start an audit as a result of an end user moving to a TPS provider.

TPS is not suitable for subscription-based software or environments where access to updates is essential for functionality.

The role of publisher advisory services

Given these considerations, engaging with SoftwareOne's Publisher Advisory team before transitioning is recommended and sometimes essential. Our consultants provide a structured roadmap to ensure that the shift to TPS is both strategic and compliant. We conduct parallel compliance assessments and feasibility studies to ensure all stakeholders are aligned.

Why an advisory is critical

Licensing clarity: Many organizations lack a full understanding of their licensing terms. A license advisory helps decode these complexities to avoid compliance pitfalls.

• Gap analysis: Complete analysis of your entitlements versus deployments, including current and future consumption needs.
• Audit risk mitigation: Publishers may initiate audits if they perceive revenue loss. A license advisory support helps preempt these risks by aligning the transition with contractual obligations. We also provide audit support when needed.
• Cost optimization strategy: A license advisory service defines a phased approach—from assessing risks and opportunities to executing a cost-saving strategy that includes TPS.
• Business case validation: By modeling potential savings and risks, Publisher Advisory Services ensures that the TPS decision is financially sound and operationally viable.

SoftwareOne‘s proven framework:

• Contract review: Understand current entitlements and obligations.
• Deployment analysis: Analysis of all your software deployment.
• Risk assessment: Identify compliance gaps and roadmap misalignments.
• Remediation and optimization: Remediate any unintended software use. Optimize the usage of your current licenses.
• Strategy definition: Including the TPS option when relevant.