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.
“The partnership helps achieve significant savings while also giving us more time and flexibility to plan for the future without pressure to follow a vendor-led upgrade path.
Rimini Street has repeatedly demonstrated how much it understands the importance of quality customer service.”
“There is a massive amount of technology involved, but the most important thing is how it impacts peoples’ lives.
It was refreshing to engage with a company that is really motivated and enthusiastic to go above and beyond to provide the needed support and help solve our problems.”
“We were able to cut more than 50% from the amount we had originally been paying Oracle for support. These are savings that benefit the entire company and enable us to strategically reallocate funds to the Smart Yard initiative.
IT will play an increasingly significant role as we continue to develop our infrastructure and further enhance business operations. I am confident that our partnership with Rimini Street will be part of that future.”
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.
Many SAP customers have concerns these days. There’s a looming mainstream maintenance deadline, the push for S/4HANA migration, and high costs for full support — nearly 22% of annual licensing fees per year in maintenance until 2027, and an additional two percentage points until 2030.1 Meanwhile, SAP seems to be investing more and more in S/4HANA, yet enterprises with high functioning, customized Business Suite and older releases can be hard pressed to justify a migration to a still-maturing platform and unknown future innovation. For many organizations, the business case just isn’t there. Fortunately, SAP licensees can keep the current software release, avoid an expensive upgrade until it makes sense, and drive digital transformation with Rimini Street third-party support. In this eBook you’ll meet 11 SAP customers from a variety of industries who regained control of their IT roadmaps with help from Rimini Street enterprise software solutions. They received responsive, comprehensive service and saved big on support, enabling investment in growth areas such as: expanded manufacturing capacity strategic hiring IT infrastructure migration to the cloud IT service management (ITSM) Stop paying excessive support fees and start funding innovation with the savings. Download the eBook today. 1 https://news.sap.com/2020/02/sap-s4hana-maintenance-2040-clarity-choice-sap-business-suite-7/
Read about global tax, legal, and regulatory (TLR) solutions delivered by the Rimini Street Global Product Development Team for client regulatory compliance.
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