Company expands support offering for SAP product lines, continues strong momentum in its SAP support business with 30% year over year global revenue growth
LAS VEGAS, May 16, 2016 – Rimini Street, Inc., the leading global independent provider of enterprise software support services for SAP SE’s (NYSE:SAP) Business Suite and BusinessObjects software and Oracle Corporation’s (NYSE:ORCL) Siebel, PeopleSoft, JD Edwards, E-Business Suite, Oracle Database, Oracle Middleware, Hyperion, Oracle Retail and Oracle Agile PLM, today announced the launch and immediate global availability of maintenance and support services for SAP HANA Database, including related HANA platform components. Rimini Street also announced continued strong momentum in its SAP support business with 30% year over year global revenue growth for the 12 month period ending March 31, 2016 compared to the prior 12 month period. With the expansion of its portfolio of supported product lines to include SAP HANA Database, Rimini Street now provides support services for a total of 12 SAP and Oracle product lines, which is the broadest independent support offering in the enterprise software market today.
Rimini Street Support Services for SAP HANA Database
SAP HANA Database is an in-memory, column-oriented database used today by a subset of SAP licensees, primarily in conjunction with analytic and business intelligence applications like SAP Business Warehouse and SAP Business Planning and Consolidation. SAP HANA Database can also be used standalone or in conjunction with certain SAP ERP applications and releases. Rimini Street supports all uses of SAP HANA Database.
Rimini Street’s premium-level support offering for SAP HANA Database is available immediately, and delivered by HANA-certified technical engineers with an average of 15 years’ experience with SAP products. The support model includes the same innovative database support program features such as product support, database health check and tuning services, security support services and interoperability support services offered at 50 percent savings in annual support fees, which have already made Rimini Street the Oracle Database support provider of choice for hundreds of organizations around the world since 2011.
“It is essential for enterprise software licensees to have options when it comes to support. Independent support providers play a key role in creating a competitive environment. Moreover, customers now have the freedom of moving their SAP HANA Database to independent support, with the confidence that they will not be locked into vendor support,” said R ‘Ray’ Wang, principal analyst and founder, Constellation Research, Inc. “This means better ROI and customer satisfaction for SAP licensees.”
Licensees choosing to use SAP HANA Database are challenged with many of the same cost and service challenges as SAP ERP licensees, including expensive annual support fees, costly upgrades, inefficient support processes and service responsiveness. In addition, the cost to run and maintain SAP HANA Database, especially when combined with the overall SAP landscape, can consume a significant portion of the IT budget, severely limiting the ability to fund new innovation projects. By switching support to Rimini Street, SAP HANA Database licensees receive much more responsive service and can reduce their total maintenance costs by up to 90 percent, freeing up funds – today – for vital innovation projects that are needed by the business.
Rimini Street’s Long History of Successful Database Support Experience
Rimini Street’s extensive database support experience includes the launch of support for Oracle Database in 2011. To date, Rimini Street has signed nearly 300 Oracle Database clients around the world. The Company provides support for a wide range of database implementations from single server support to large, complex environments with thousands of global database servers, and data storage requirements of up to 45TB.
Rimini Street has built a comprehensive portfolio of database support capabilities not available from any other support provider, delivered by teams of specialized experts, through a unique service methodology that ensures Rimini Street clients receive the services they need to reliably and securely run their database software for at least 15 years. These database support service capabilities include:
- Product Support services which provide diagnostic and issue resolution via client assigned expert engineers with an average of 15 years of experience.
- Security Support services that ensure clients proactively protect vital assets and information.
- Database Health Check services that proactively evaluate database health with active guidance across platforms and releases.
- Interoperability Support services that identify and address potential challenges between the client’s database and the many interconnected components of their application and technical architecture, including database upgrade support.
- Database Tuning and Performance services that ensure client databases continue operating at a high level.
- Managed Archiving services that deliver a comprehensive archive with upgrade, patch and documentation components that clients are entitled to before leaving vendor support.
For example, through its Global Security Support Services, which is available to clients and included at no additional cost as part of their support program, Rimini Street’s team of global security experts – led by a former Fortune 500 chief information security officer – help clients proactively identify, prevent and mitigate actionable vulnerabilities to maintain a more secure database environment. Rimini Street’s technical and architectural advisory security guidance, and proactive intelligence services, can prevent and mitigate actionable vulnerabilities months – and even years – before they are discovered and worked by the vendor.
Rimini Street Only Long-Term Support Provider for Both Oracle and SAP HANA Databases
Most SAP HANA Database licensees today are using the database as part of their Business Warehouse or other analytic/business intelligence solutions, in parallel with their SAP ERP application software running on the Oracle Database. This results in a mix of databases within their SAP landscape. However, SAP is not committed to providing integrated support for Oracle Database past December 31, 2019. Rimini Street’s long-term support (guaranteed for a minimum of 15 years) for both Oracle and SAP HANA Databases gives licensees the ability to receive support for their entire SAP ERP and mixed database environment from a single support provider.
By switching to Rimini Street, these licensees receive support for their entire SAP environment, eliminate the uncertainty of support stoppage for environment components, and gain the flexibility to utilize the database platform that best fits their needs over time without regard to support deadlines, all while significantly reducing costs and improving service levels.
Rimini Street Support for SAP Continues Fast-Paced Growth and Client Success
The Company is seeing continued, increased adoption of Rimini Street independent support among global SAP licensees. In addition to 30% year over year revenue growth for its global SAP support business, the number of Rimini Street SAP clients signed to date increased by 35% over the past year to more than 200 clients with operations in more than 75 countries.
Case resolution and client satisfaction levels for SAP clients also continue to exceed expectations as Rimini Street expands its SAP support team on a global basis to meet the growing support needs of clients headquartered around the world.
Rimini Street’s Unmatched, Award-Winning Customer Service
Rimini Street’s best-in-class service model assigns a named, Primary Support Engineer (PSE) on the front line, directly servicing and supporting the client with 24x7x365 support coverage and 30-minute-or-less guaranteed response times. All PSEs are experts in their respective applications and technologies, and have an average of 15 years’ experience. Global client satisfaction ratings average 4.8 out of 5.0 (where 5.0 is “excellent”).
Rimini Street’s premium service model and seasoned engineers have won numerous awards for delivering excellence in customer service. Most recently, the Company was honored with three prestigious awards, including a Silver Stevie Award for Customer Service Department of the Year – for the fifth consecutive year – as well as two Golden Bridge awards for Customer Service Team of the Year and IT Department of the Year.
“By broadening our service portfolio to include support for SAP HANA Database, we are expanding options for even more SAP licensees to switch to Rimini Street’s award-winning support, maximize their investment in the SAP HANA Database platform and avoid unnecessary upgrades throughout their entire SAP landscape,” said Seth Ravin, Rimini Street CEO. “Rimini Street remains relentlessly focused on delivering more relevant, innovative and higher value support service solutions to SAP and Oracle licensees around the world, while at the same time creating the opportunity for our clients to re-allocate significant savings to fund strategic initiatives that enable growth and improve the competitiveness of their business.”
SAP HANA Database Support Scope and Availability
Rimini Street’s support for SAP HANA Database is available immediately. The Company offers SAP HANA Database support for a stand-alone database or in conjunction with an SAP application. The scope of Rimini Street’s support for SAP HANA Database encompasses all HANA Database Support Package Stacks (SPS) and revisions. Rimini Street also supports HANA database components including, but not limited to:
- HANA Database
- HANA Studio
- HANA Client
- HANA Host Agent
- HANA Information Composer
- HANA Advanced Data Processing
- HANA Spatial
- LT Replication AddOn
- LT Replication Server
- SAP BusinessObjects Data Services
- HANA XS Engine
- HANA XS Advanced Runtime
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