Most organizations run core business applications, customizing enterprise software to meet their unique business needs. Timely and customized support of these modifications is critical to help ensure smooth operations and minimal downtime — which are the source of the majority of high-priority issues. Software vendors do not typically include customization support in their standard maintenance programs, forcing the need to hire expensive, external consultants or dedicate internal resources to support the business-critical customized code.
Customizing an ERP system addresses unique enterprise requirements and is vital for performance and differentiation. An improvement over standard ERP vendor support, Rimini Street third-party enterprise application support covers integral, mission-critical customizations — as if they were part of the standard, delivered product — at no additional charge.
Each Rimini Street client is assigned an experienced Primary Support Engineer to lead the resolution of issues efficiently and develop solutions that directly help address the support of custom applications. 65% of all cases filed with Rimini Street — and 85% of Priority 1 cases — relate to custom code issues. Rimini Street expertise in customized support for modified code, with direct knowledge of unique environments and modifications, helps clients reallocate their enterprise application support resources from supporting customizations to revenue- or value-enhancing projects.
The software vendor’s one-size-fits-all support model is designed to optimize their efficiency and operating margins, not the customer's. Their incomplete support program forces the hiring of external consultants or the adding of internal resources to support business-critical customized code. Rimini Street independent, third-party support includes custom application support for modified code at no extra charge.
Get enterprise application support for customization issues whenever needed. Urgent issues related to customizations and modified code don’t always happen at convenient times; a large majority of all support cases received at Rimini Street are related to customized code. Rimini Street fixes for customizations are built and tested for clients' unique processes and environments, reducing time to resolution and risk of downtime.
Reduce the time to resolution for custom code issues through experts on the front lines. Get application support from highly experienced engineers who work directly with clients to understand their business processes, not just the software. The Rimini Street global support team is always prepared, staffed, and ready to help 24 hours a day, 7 days a week, 365 days a year.
Free up resources supporting customizations today. Rimini Street engineers resolve issues and develop fixes that directly address customizations, allowing for reallocation of client internal expertise and resources toward innovation or critical business initiatives.
“We may have the oldest EBS version in the southern hemisphere, but we’re able to maintain our current system beyond the end-of-support deadline mandated by Oracle. Having control of our IT roadmap has been particularly critical during what have been tumultuous times for the hospitality sector.
It became clear that Rimini Street’s services gave us the attractive option to not only halve maintenance and support fees but also give us the ability to defer any costly and disruptive system upgrades until they make sense for Federal Group.
It’s clear that dollars and cents aren’t the driving force in Rimini Street’s interactions with Federal Group, which is a stark difference to the experiences we’ve had with the platform vendor.
The Rimini Street team has consistently put themselves in our shoes, always looking for ways to maximize our ROI.”
“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.”
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.
Whether you plan to run your current ERP software for years to come, or have already started looking at cloud options, it’s important to have a support provider who provides capacity and flexibility you need to deliver on strategic IT initiatives. Regardless of who your vendor currently is, this Enterprise Software Support Buyer’s Guide is designed to help you ask the right questions to evaluate these and other factors: Support delivery model Support program features Cost model and other capacity considerations Total value of the partnership
SAP’s planned deadline looms. Are you prepared? In a few short years, SAP will end mainstream maintenance support for its Business Suite 7 core application releases, likely hoping that licensees will make the SAP S/4HANA migration. What will current licensees do? They can: stay with their current SAP installation and pay for diminishing support rip out their mature, customized SAP installation in favor of a still immature S/4HANA and its SAP HANA database forge a business-first strategic path via hybrid IT This eBook outlines six key criteria to consider as you build the business case for the SAP path you choose from the options above. And if you are considering the SAP S/4HANA migration, be sure to ask yourself: “Who benefits most from this move, my business or SAP?” Read the eBook to start building your business case today.
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