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.
“The Rimini Street team helped show us a path to freeing up capital so we could enhance our existing platform’s functionality and performance instead of executing costly and large-scale upgrades. When I delivered the recommendation to our senior leadership team, and, more importantly, to the owners of the company, they were very appreciative of the savings we were able to produce from this move.”
Rick Jankura Chief Financial Officer
“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
“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
Infographic: Oracle EBS licensees’ challenges, strategies, and future plans. Cost and support quality are the top concerns, say Rimini Street 2020 survey results.
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