Rimini Street Support Services are a one-two punch of exemplary support and significant cost savings. As the leading third-party, enterprise software support solutions partner, Rimini Street is Engineered for Support - providing clients with hyper-responsive support from extremely experienced engineers, through a model that focuses on true global support with an SLA of 10 minutes guaranteed response for critical Priority 1 issues. Independent, experienced, ultra-quick, proactive, tackling root causes as well as break-fix: Rimini Street expertly supports every aspect enterprises seek in software services: with 50% off annual support fees and up to 90% savings on total support costs.
Maximizing their profits, software vendors are incented to minimize labor, expertise, and other resources for delivering vendor support services while keeping their fees high. That can put uptime of business-critical enterprise systems at risk. Rimini Street has a singular focus: Deliver exceptional service. The Rimini Street ultra-responsive support program includes valuable services not typically included with standard software vendor support programs, including support for customizations, interoperability, and performance tuning.
Fast response time means being back in business sooner. Instead of other support programs that pass tickets around, receive assistance from experts right when it's needed. The Rimini Street global product support services team is ready to help 24 hours a day, 7 days a week, 365 days a year. Critical Priority 1 issues are guaranteed a response in 10 minutes or less from the time the case is logged. Actual response time to critical inquiries is less than five minutes on average. It can be difficult to find that level of responsiveness and customer service with software vendor support services.
Even paying significant annual fees — up to 22% of total software costs using software vendor support services1 — still finds many enterprises practicing self-service. Third-party support from Rimini Street emphasizes full service over self-service: each client is assigned a Primary Support Engineer (PSE) with 15 years of experience on average, backed by a team of functional and technical experts. Over time, clients develop personal relationships with their PSEs, who in turn develop a detailed understanding of their client's overall IT environment and operational needs. This direct access to expert-level engineering support on the front lines — usually unavailable through software vendor support — helps ensure prompt resolution of all issues, including issues in customized code, rather than internal teams hunting for fixes online and regression-testing large batches of fixes — receive support that serves.
Rimini Street Support Services replace software vendor support and deliver an exceptional service experience, leveraging a scalable, global support model to drive business results. IT leaders can reduce IT support costs and optimize IT support services to invest in competitive advantage and growth. Innovative, award-winning support services centered on client needs.
Rimini Street global teams “follow the sun" — wherever and whenever a client is working and in need of support, a Rimini Street expert is ready and available. And they also follow issues all the way through, for faster resolution — with a guaranteed 10-minute response time on critical P1 issues, plus communication SLAs. Actual response time to critical client inquiries is less than five minutes on average. Compare these response times with those of software vendor support services.
Rimini Street places expert engineers on the front line, every time. Assigned PSEs with an average of 15 years of experience have expertise and access to global resources to resolve the most complex software issues. Rimini Street clients benefit from a personalized, tailored, “human” service experience, compared to that typically offered by software vendor support.
The Rimini Street model scales worldwide to support dynamic, global IT environments. The single partner, comprehensive service model with an AI-powered platform delivers faster routing and human response, enabling seamless scalability for growing client needs. Rapid response time means being back in business sooner, helping reduce the cost and pain of system outages and support inefficiencies.
“When we signed up with Rimini Street, the first and biggest change was that it felt like a partnership. Second, the amount of information and analysis work that is done by the Rimini Street team helps us make better decisions. We get specific answers and directions as to what we can do to solve issues.”
Edgar Hershberger VP of Applications
“One of our goals was to become more flexible in our PeopleSoft applications upgrade strategy to be able to decide when and how we upgrade these tools. By archiving the PeopleSoft updates we were already entitled to, we were able to complete an upgrade while on independent support — and do it on our own timeline. If we want to upgrade in the future, that’s a choice we can make without outside pressure.”
Steve Jacobs IT Director
“After preparing a solid roadmap and clear steps, our transition to Rimini Street was smooth. We now have a primary support engineer, various levels of access by phone or email, and weekly conference calls with the support engineers who are working on any active tickets. Our support quality has vastly improved.”
Jim Williamson Vice President of Information Technology
“Because we’ve had, and continue to have, such a positive support experience through Rimini Street for our PeopleSoft HCM software, the decision to add Oracle EBS support was much easier.”
David Jamieson Financial Applications Manager
“We seriously evaluate every taxpayer dollar we spend; optimizing costs is of paramount importance. When I learned about Rimini Street, I was intrigued by the opportunity to get better support than we had with SAP and also streamline our costs. Looking back, I’d make the switch sooner if I could.”
Bob Leek CIO
Rimini Street independent, third-party enterprise software support is different than the support you get from the software vendor. It’s better. It’s more comprehensive, more personal, more responsive.
With all Oracle PeopleSoft releases except for 9.2 in sustaining support and no announcement of 9.3, our customers have been finding creative ways to control costs and make things easier to do.
SAP customers contemplating the transition to S/4HANA have a lot to consider. A move to S/4HANA is more than an upgrade; it’s a new implementation effort, a new platform, and a new database. With costs estimated to be 5 to 7 times current license costs and potential barriers to aligning scarce expertise to make the move with minimal disruption, many customers are searching for options. The Valoir Research report, “Assessing an SAP-Rimini Street Strategy,” helps SAP customers understand the role of independent, third-party support from Rimini Street. In the report, you’ll learn: The current state of SAP software support and licensing burdens The value of stopping the clock on SAP’s planned deadlines to make the S/4HANA move when your business needs dictate – not SAP’s roadmap Ways customers are using liberated resources and budget to help fund digital transformation and accelerate innovation initiatives How Rimini Street independent, third-party support has helped customers reset their SAP relationships to better position themselves for an eventual move to S/4HANA
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