Rimini Street provides a MORE RESPONSIVE, premium level of service and SEVERAL ADDITIONAL SERVICE FEATURES not included with SAP's standard annual support program.
Every client is assigned a named, Primary Support Engineer, or PSE, to be your single point of contact, unlike SAP where you are routed through book-trained technicians and multiple escalation paths before finding a resource who can help. Rimini Street only has senior engineers and does not use a "tiered" call center model at all.
Rimini Street receives roughly 30,000 cases a year. 65% of those cases are related to custom code (ABAP customizations and Z-Programs), interfaces, integrations or performance tuning. These customization issues are not resolved by SAP as they only focus on the base software. Rimini Street provides support for customizations at no additional charge.