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.
“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.”
“[W]ithout the right people, you have nothing. In the end, it’s all about the people you have on your team, and we have a great team.
One of the key components to realizing the vision was identifying a services provider that had a great track record of providing quality support and be willing to help take on the challenge of revitalizing MWRD’s environment. Rimini Street was that partner.”
“As a result of the cost savings that we obtained by partnering with Rimini Street, we are able to invest in innovations that lead to business growth and at the same time ensure we remain competitive in the industry.
I was impressed by how professional and well-organized the onboarding process was. It was executed with care, high-quality of work, and commitment to our success. ”
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
Oracle licensees are spending a small fortune on support for their Oracle investments, while shrinking IT budgets and limited resources are compelling them to slash their support costs by: Deferring major upgrades Adopting open-source options Switching to third-party support Understanding Oracle licensing is crucial to Oracle license optimization. Rimini Street surveyed 400-plus customers to find the answers to Oracle licensing questions and gain insights into the challenges and priorities impacting their roadmap strategies. Hear the results of the survey in this exclusive audio webcast, hosted by IDG Digital Content Director Tom Schmidt. Contact Rimini Street to learn more about how independent, third-party support can enhance Oracle license optimization.
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