The heart of our premium enterprise software service lies in the hundreds of experienced professionals all over the world focused on your technology pain points. Our stringent hiring process and continuous learning philosophy mean that you get world-class service every time you engage with us.
Dedicated Primary Support Engineer (PSE)
Each Rimini Street client is assigned a named, local PSE versed in your platform as a first contact for all your support needs. Our team of PSEs average 20 years of experience – there are no junior or mid-level engineers answering your call. Rimini Street PSEs work every case at your selected priority without any required justification, including errors in mission-critical customizations.
Comprehensive Service Model
Traditional ERP vendor support models tend to 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. Our model champions proactive, comprehensive support. We not only address today’s issues, but also alert you to items that could become issues in the future.
Human-led Technology-powered Support Tools
We use technology to improve your support experience. Our proprietary, purpose-built artificial intelligence (AI) support applications have reduced resolution time by 23% and proactively reduced the cases that develop urgency by 29%. Tax, legal, and regulatory updates are delivered via the Legislature-to-Live™ delivery service, featuring our patent-pending change repository and scoping application that quickly identifies and updates client systems in 145 countries.
Superior customer satisfaction
Rimini Street has been consistently recognized for world-class service with industry awards. More importantly, our customers consistently give us high marks for outstanding service. We average 4.9/5 in customer satisfaction surveys with a community of clients who vocally appreciate the quality of support they receive.
Why Rimini Street?
Rimini Street makes a significant investment in its ISO information security management system and certification and has achieved a perfect ISO 27001 information security certification score for six consecutive years. Clients and partners across the globe have confidence knowing that Rimini Street has an extensive security and compliance framework and software security services staff, and is committed to protecting the confidentiality, integrity, and availability of their data.
The Rimini Street Global Security Services team is staffed with senior security professionals with an average of 20+ years of experience in enterprise software security services, recognized security certifications, and adherence to software security guidelines and best practices.
Our team of experienced engineers, architects, and threat researchers have experience meeting the needs of over 5,300, including the Fortune 500 and highly regulated, high security-clearance clients such as nuclear power plants and defense contractors.
Rimini Street Clients:
As SAP annual maintenance fees rise, the value that licensees gain from the original vendor support model is decreasing. To balance the equation, many SAP licensees are moving from vendor software support to third-party support for SAP. In this comprehensive ROI analysis of 200 Rimini Street clients, you’ll learn about real business outcomes from making the switch as reported by clients and supported by hard data. The data has been reviewed and verified by two independent analyst firms. This report, prepared by Valoir Research, validates the significant savings SAP licensees can experience in the following areas: SAP annual maintenance fees: Break/fix support and tax, legal and regulatory updates Upgrade burdens: The cost and labor of forced upgrades just to stay fully supported when vendor mainstream support windows end Customization support gaps: The cost of supporting customizations that break and are not covered under the standard vendor support model Self-support costs: The cost of additional resources and headcount required to deal with inefficiencies of vendor support, including regression testing, evaluation of hundreds of fixes, issue justification and self-service support Download your complimentary copy of the report for takeaways and insights to help you build a business case for SAP third-party support.