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Rimini Street Once Again Sets New Premium Standard for Enterprise Software Support Service Level Commitments

Company leads industry with fastest guaranteed response commitments and award-winning support

LAS VEGAS, August 23, 2016 Rimini Street, Inc., the leading global independent provider of enterprise software support services for SAP SE’s (NYSE:SAP) Business Suite, BusinessObjects and HANA Database software and Oracle Corporation’s (NYSE:ORCL) Siebel, PeopleSoft, JD Edwards, E-Business Suite, Oracle Database, Oracle Middleware, Hyperion, Oracle Retail, Oracle Agile PLM and Oracle ATG Web Commerce software, today announced it has implemented new, even more responsive Service Level Agreements (SLAs) featuring a guaranteed 15-minute or less engineer response time for Priority 1 (P1) critical cases and 30-minute guaranteed engineer response time for Priority 2 (P2) urgent cases. The Company already led the industry when it introduced standard 30-minute guaranteed, 24/7/365 engineer response for P1 cases in 2005. This new, enhanced contractual commitment from Rimini Street raises the industry standard again for premium service. All new and existing clients automatically receive these new service level commitments, effective immediately.

Heritage of Ultra-Responsive Client Service

Rimini Street has been Engineered for SupportTM since its inception over a decade ago, redefining enterprise software support with a much broader-base of included premium services and a hyper-responsive service model – all at a 50 percent savings compared to Oracle and SAP standard annual support.

At the heart of Rimini Street’s unique service model is the Primary Support Engineer (PSE) who is assigned to each client. PSE’s average 15 years of experience and support global client operations in more than 90 countries today. Clients get direct access to their assigned expert resource when they make a service request. Rimini Street’s PSEs are incentivized based on responsiveness and client satisfaction, and the Company’s Global Service Delivery (GSD) team is continuing to set records in both performance metrics. Rimini Street’s GSD team averages less than five minute response times, 24/7/365, and has achieved an average 4.8 out of 5 (where 5.0 is “excellent”) across more than 4,500 client satisfaction surveys over the past year.

Rimini Street’s ultra-responsive service model and seasoned engineers have won numerous awards for delivering excellence in customer service. Most recently, the Company was honored with three prestigious customer service and support awards, including a Silver Stevie Award for Customer Service Department of the Year – which marked the fifth consecutive year Rimini Street has been recognized for this category – as well as two Golden Bridge awards for Customer Service Team of the Year and IT Department of the Year.

“In our business, a critical support issue used to mean wasted hours spent by my team and I dealing with the vendor to try and get the issue resolved; more often than not, their slow response time and/or their confirmation that this was not ‘their issue’ meant we had to self-support,” said Eric Robinson, CIO, Color Spot Nursery. “Today, it is a very different story. Our resources are no longer pulled away to address these issues. Our dedicated Rimini Street PSE knows our ERP landscape, business processes and specific configurations, which has resulted in our issues getting resolved significantly faster than when we were on vendor support. The Company’s new guaranteed 15-minute-or-less SLA response times for P1 cases just further reinforces that we made the right decision when we switched our support to Rimini Street in 2010.”

“Responsiveness is one of the most critical features for enterprise software support, and a P1 urgent case in particular means that an organization’s systems are down and the business is severely impacted,” said Rebecca Wettemann, vice president at Nucleus Research. “We’ve seen Rimini Street’s dedicated engineer model make a real difference in resolving support issues in a fraction of the time of traditional vendor support, and Rimini Street’s guaranteed 15-minute response for P1 cases, gives its clients greater peace of mind while providing them with a more responsive service.”

“Delivering excellent, hyper-responsive client service is our passion and priority, and our GSD organization is committed to the outstanding precision execution that makes this promise possible,” said Brian Slepko, senior vice president of Global Service Delivery, Rimini Street. “Rimini Street is always aggressively working to find new and innovative support solutions and ways we can further improve our service commitments. These improved, industry leading premium service commitment levels are further testament to our service passion. We enable our clients to focus on more strategic initiatives by handling a much wider scope of enterprise software maintenance needs with unparalleled service level commitments and hyper-responsive delivery.”

To learn more, follow @riministreet on Twitter and find Rimini Street on Facebook and LinkedIn.

About Rimini Street, Inc.

Rimini Street, Inc. (Nasdaq: RMNI) is a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner. The Company offers premium, ultra-responsive and integrated application management and support services that enable enterprise software licensees to save significant costs, free up resources for innovation and achieve better business outcomes. To date, more than 3,500 Fortune 500, Fortune Global 100, midmarket, public sector and other organizations from a broad range of industries have relied on Rimini Street as their trusted application enterprise software products and services provider. To learn more, please visit http://www.riministreet.com, follow @riministreet on Twitter and find Rimini Street on Facebook and LinkedIn.

Forward-Looking Statements

Certain statements included in this communication are not historical facts but are forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. Forward-looking statements generally are accompanied by words such as “may,” “should,” “would,” “plan,” “intend,” “anticipate,” “believe,” “estimate,” “predict,” “potential,” “seem,” “seek,” “continue,” “future,” “will,” “expect,” “outlook” or other similar words, phrases or expressions. These statements are subject to a number of risks and uncertainties regarding Rimini Street’s business, and actual results may differ materially. These risks and uncertainties include, but are not limited to, the duration of and economic, operational and financial impacts on Rimini Street’s business of the COVID-19 pandemic, as well as the actions taken by governmental authorities, clients or others in response to the COVID-19 pandemic; catastrophic events that disrupt Rimini Street’s business or that of its current and prospective clients, changes in the business environment in which Rimini Street operates, including inflation and interest rates, and general financial, economic, regulatory and political conditions affecting the industry in which Rimini Street operates; adverse developments in pending litigation or in the government inquiry or any new litigation; Rimini Street’s need and ability to raise additional equity or debt financing on favorable terms and Rimini Street’s ability to generate cash flows from operations to help fund increased investment in Rimini Street’s growth initiatives; the sufficiency of Rimini Street’s cash and cash equivalents to meet its liquidity requirements; the terms and impact of Rimini Street’s outstanding 13.00% Series A Preferred Stock; changes in taxes, laws and regulations; competitive product and pricing activity; difficulties of managing growth profitably; the customer adoption of Rimini Street’s recently introduced products and services, including its Application Management Services (AMS), Rimini Street Advanced Database Security, and services for Salesforce Sales Cloud and Service Cloud products, in addition to other products and services Rimini Street expects to introduce in the near future; the loss of one or more members of Rimini Street’s management team; uncertainty as to the long-term value of Rimini Street’s equity securities; and those risks discussed under the heading “Risk Factors” in Rimini Street’s Quarterly Report on Form 10-Q filed on August 5, 2020 and as updated from time to time by other filings by Rimini Street with the Securities and Exchange Commission. In addition, forward-looking statements provide Rimini Street’s expectations, plans or forecasts of future events and views as of the date of this communication. Rimini Street anticipates that subsequent events and developments will cause Rimini Street’s assessments to change. However, while Rimini Street may elect to update these forward-looking statements at some point in the future, Rimini Street specifically disclaims any obligation to do so, except as required by law. These forward-looking statements should not be relied upon as representing Rimini Street’s assessments as of any date subsequent to the date of this communication.

© 2020 Rimini Street, Inc. All rights reserved. “Rimini Street” is a registered trademark of Rimini Street, Inc. in the United States and other countries, and Rimini Street, the Rimini Street logo, and combinations thereof, and other marks marked by TM are trademarks of Rimini Street, Inc. All other trademarks remain the property of their respective owners, and unless otherwise specified, Rimini Street claims no affiliation, endorsement, or association with any such trademark holder or other companies referenced herein.

Investor Relations Contact
Dean Pohl

Rimini Street, Inc.

+1 925 523-7636 dpohl@riministreet.com
Media Relations Contact
Michelle McGlocklin

Rimini Street, Inc.

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