A-Z Guide to Third-Party Software Support

This guide serves as a comprehensive resource on third-party software support (3PSS) for organizations utilizing enterprise software. It outlines the evolution of 3PSS, which has become a viable alternative to traditional publisher support, particularly for products from Oracle, SAP, and VMware. The guide details the benefits of adopting 3PSS, including enhanced control over IT roadmaps, improved service quality, and cost-effectiveness. It also addresses common concerns regarding traditional support, such as limited access to live engineers and escalating costs that often do not correlate with added value. The document explains the evaluation process for selecting a 3PSS provider and describes the typical customer journey. Furthermore, it highlights the growing market for 3PSS services, driven by organizations seeking better support options and flexibility in their software solutions. This guide is designed for IT professionals, executives, and procurement specialists looking to understand and potentially implement third-party software support in their operations.