Award-winning Support Services Delivering Needed Solutions with Exceptional Speed
Rimini Support services are a one-two punch of exemplary support and significant cost savings. As the leading third-party, enterprise software and database 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.
A comprehensive support program that's different from software vendor services
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.
Reduce cost and risk with expert, award-winning support
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.
Free internal teams from self-service
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 20 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.
Why Rimini Street?
Rimini 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.
Better model
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.
Better people
Rimini Street places expert engineers on the front line, every time. Assigned PSEs with an average of 20 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.
Better outcomes
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.
Featured Clients
We've been able to free up resources and time to invest in the development and introduction of new applications.”
– Morgan Chang IT Director
The actual work to do the tax updates is easier than Oracle's PeopleSoft Update Manager (PUM) process. Our analysts now save 40-60 hours on each quarterly update.”
– Jon Cohen Manager, IT Enterprise Solutions
In the long run, this has allowed us to prioritise our technology investments to drive an easier and more engaging customer experience.”
– Michael Howard Chief Operating Officer
Additional Resources
Rimini Support Features
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.
Rimini One™: Unify Enterprise Software Support and Services into ONE End-to-End, Outsourcing Solution
Predicts 2023: Inflation’s Permanent Impact on SaaS/Software Costs, Commercials and Business Practices
As software vendors respond to the impact of inflation, they are now more likely to view support as a profit center, optimizing it at the expense of the end-user and leading to a potentially degraded experience at a higher cost. In this Gartner Predicts 2023 report, you will get insight into how software vendors are adjusting their support models and gain strategies on how you can control your costs and improve your negotiating power: By 2026, 50% of enterprise applications will separate support from existing subscription and maintenance costs to create additional revenue streams Impacts of market conditions on support and maintenance pricing over time Why you should consider third-party support to protect critical applications as an alternative to vendor-provided support Read the full report to discover strategies for keeping software costs under control as vendors shift their models. Gartner, Predicts 2023: Inflation’s Permanent Impact on SaaS/Software Costs, Commercials and Business Practices, 9 January 2023, Mike Tucciarone Et Al. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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