Product Support Services

Rimini Street provides the following Product Support services to all clients:

Named, Regional Primary Support Engineer (PSE)

Rimini Street emphasizes full service over self-service. Each client is assigned a Primary Support Engineer (PSE) with an average of 15 years of experience, backed by a team of functional and technical experts. Over time you develop a personal relationship with your PSE, who in turn develops a detailed understanding of your overall IT environment and operational needs. This direct access to expert-level engineering support helps ensure prompt resolution of all issues.

24/7 Support with Guaranteed 15 Minute or Less Response Time for Critical Issues

Get assistance when you need it. The Rimini Street global product support services team is staffed and ready to help you 24 hours a day, 7 days a week, 365 days a year. For critical Priority 1 issues, we guarantee a call-back in 15 minutes or less from the time your case is logged. Actual response time to critical client inquiries is less than five minutes on average. Fast response times means you’re back in business sooner, reducing the cost and pain of system outages.

Artificial Intelligence Support Applications

Rimini Street Artificial Intelligence Support Applications (AI Applications) offer significant benefits to clients including accelerating case resolution times by 23%, providing an even faster, more efficient case resolution process, and anticipating potential issues and proactively recommending preventative actions. These new AI Applications are a result of Rimini Street's continued investment in optimizing support processes and ensuring global service delivery outcomes at scale.  They have already won two awards for innovation and achievement in customer service.  Current applications include:

  • Case Assignment Advisor (CAA) - Reviews more than 30 different vectors within seconds to identify the right engineering team to put on a specific case ensuring relevant experts are in the right place, at the right time, to resolve the client's issue more quickly. Vectors analyzed include expertise required, language, availability, citizenship, engineer's caseload, and time zone match.
  • C-Signal - Performs sentiment and anomaly analysis on cases, contacts and clients to anticipate potential issues and proactively recommend actions to prevent future issues from occurring.

Application & Repository Fixes

Issues are bound to arise with a system as complex as ERP and its surrounding technology stack, and when problems do occur you need specific fixes for your implementation and environment. Rimini Street’s experienced engineers develop fixes that directly address your specific issues, enabling you to quickly deploy just the fixes you need. Rimini Street also provides country-level support for software configuration as well as process, language and compliance issues.

Customization Fixes

Customizing your ERP system is often necessary when the core functionality doesn’t satisfy your business needs. But your software vendor’s standard support program doesn’t include support for the customizations that have become an integral part of your systems. Rimini Street supports all your application code, including your mission-critical customizations — at no extra charge. Our engineers can resolve issues and develop fixes that directly address your customizations. Rimini Street’s support for modified code means you can reallocate maintenance staff to revenue- or value-enhancing projects.

Documentation-Only Fixes

When a fix for an issue does not require delivery of an actual application update with code changes and scripts, Rimini Street provides documentation-only fixes — that is, detailed instructions to the client on how they can manually modify their system to fix their submitted issue.

Configuration Support

Organizations need to quickly and effectively adapt to constantly changing business practices. Rimini Street engineers with an average of 15 years of software and business process experience offer best practice and software configuration advice.

  • Fully understand the full range of options your software applications give you.
  • Gain knowledge from support engineers who have “been there, done that.”
  • Gain knowledge of best practices.

Operational Support

Rimini Street’s engineers provides product support services for the full range of build and deployment issues as well as configuration, security, infrastructure, platform, database and change management issues. In addition, Rimini Street engineers provide operational best practices advice to keep your systems up and your operational costs down.

  • Keep your infrastructure running at peak performance.
  • Reduce downtime.
  • Optimize your operational costs.
  • Reduce issues with change management compliance.