Client-centric

The client-vendor relationship should be a long-term partnership, focused on mutual success and respect. When the client is successful so is the service provider. For this reason, Rimini Street’s end-to-end support, products, and services model is built with the client at the center. From the first day of onboarding, clients receive personalized, tailored service. As a result of providing clients such superior levels of service and responsiveness, Rimini Street client satisfaction ratings average 4.9 out of 5.0 across thousands of surveys measuring the quality of service received by clients following case resolution.

Expert

Traditional ERP vendor support models typically emphasize self-service, leveraging their knowledge base for issue resolutions. To get an experienced, knowledgeable engineer on the phone can be a challenge. Rimini Street clients are not required to self-serve. They have access to a named primary support engineer (PSE) as well as experienced engineers who will respond in under 2 minutes on average with a guaranteed 10-minute response for P1 critical issues.

Clients determine the prioritization for all issues, and Rimini Street engineers work every case at the client’s selected priority without any required justification, including errors in mission-critical customizations.

This model delivers a best-in-class approach and puts the Primary Support Engineer in direct contact with the client, and closer to the issue to resolve. Because Rimini Street’s assigned (PSE) engineers have an average of 20+ years of experience, clients are supported by a deep bench of experts around the globe.

Rimini Street's AI Applications adds additional client value by helping quickly identify the best engineers to assign to a ticket, based on their expertise and experience. Since launch, this additional capability has accelerated case resolution times by an average of 23% by getting the right experts on the right issues, faster.

Comprehensive

Rimini Street believes that comprehensive support should include coverage for anything that breaks in production, including custom code and integrations, along with strategic services that help secure, future-proof, and extend the life of current ERP implementations.

Software vendors do not typically include support for custom code in their maintenance contract, which is one of the most valuable services Rimini Street provides to clients. In fact, on an annual basis Rimini Street supports over 30,000 cases. Many Priority 1 cases filed with Rimini Street involve issues that are related to custom code in some way. Rimini Street supports mission-critical customizations, as if they were part of the standard, delivered product at no additional charge.

Fixes and personalized tax, legal, and regulatory updates are tested securely in a client environment to eliminate regression testing and minimize downtime.

In addition to this application coverage for clients, Rimini Street engineers have experience across multiple applications. This knowledge goes beyond a single product and can help resolve integration and interoperability issues across applications. Advisory services from dedicated security, interoperability, cloud, and functional roadmap specialists are included with all support contracts.

Secure

To support clients’ security requirements, Rimini Street support engineers and Global Security Services teams are staffed with product specialists and senior security professionals with extensive experience in enterprise software security. Teams of product engineers, CISOs, product strategists, and security engineers are available to serve the needs of our clients, including Fortune 500, highly regulated and high security-clearance clients such as nuclear power plants and defense contractors. The teams can advise on practical, secure, and innovative options designed to proactively block known and unknown threats and vulnerabilities and quickly deploy protections without any required code changes to the software being protected.

Savings

IT organizations often spend the majority of time and resources on ongoing operations and enhancements, leaving little or no bandwidth for strategic, innovation projects. This imbalance often prevents allocation to new technologies and innovations that support competitive advantage and growth.

This model is no longer sustainable, which is why so many companies are turning to Rimini Street. Rimini Street saves clients significant money on software support costs so they can redirect those savings into initiatives that drive business outcomes.

Rimini Street software support and services clients receive an immediate savings of 50% off their annual vendor support fees. However, when combining all other costs clients typically pay to maintain their ERP and database applications, such as support for custom code, costs to update and upgrade systems, and ongoing vendor support model inefficiencies, client data shows an average savings of 75% of their total maintenance costs compared to vendor support, with some clients saving as much as 90%.

Global

Rimini Street is structured to deliver ultra-responsive, expert-level support to clients worldwide. Many clients run multinational and global businesses, with operations running somewhere in the world at all times. With a globally distributed workforce, including a service delivery team of 1,200+ FTEs, Rimini Street runs a true 24x7x365, “follow-the-sun” operation. The support infrastructure is built with overlapping time zones across 29 offices globally with clear hand-offs to maintain a high level of knowledge sharing on cases to accelerate resolution.