ERP and database systems are critical to ongoing business operations. When things go wrong or organizations need technical or functional advice, it’s just as critical to have a capable and proven software product support partner to resolve issues and answer questions quickly. Rimini Street is Engineered for Support™. It’s what we do.
Uptime is Critical. So is Having the Right Software Support Services Partner.
Key Service Features
Named, regional Primary Support Engineer
Each client is assigned a Primary Support Engineer (PSE); all PSEs have an average of 20 years of experience.
24/7 support, 10-minute response time for critical issues
Get product support services when they are needed. Rimini Street guarantees a 10 minute or less response time for P1 critical issues. Average response time is less than five minutes.
Application and data fixes
Experienced Rimini Street engineers develop fixes that directly address specific client issues. Quickly deploy just the fixes needed.
Customization fixes
Nearly every business customizes the vendor code to ensure it works for their business needs. Rimini Street supports customizations at no extra charge.
Configuration support
Software product support experts provide support and best practices advice. Rimini Street PSEs have “been there, done that.”
Documentation-only fixes
When code and data changes aren’t needed to address an issue, Rimini Street provides detailed instructions for resolving it.
Operational support
Get expert advice and solutions for security, infrastructure, platform, performance, and change management needs to optimize operations.
Tax, legal, and regulatory updates
Get compliant and stay compliant with software product support services and updates from Rimini Street without the cost and disruption of version upgrades.
Account management
Rimini Street Account Managers serve as the single business point of contact to help clients maximize the value of return on ERP investments.
Why Rimini Street
Rimini Street unified support solutions deliver tailored, comprehensive services that leverage a global support model to help drive business results. Get more from an enterprise software product support services provider.
Better model
Get comprehensive support with Rimini Street. Whether it’s resolving an issue, hardening security, getting applications to work with other elements of a technology stack, performance tuning, or regulatory compliance, Rimini Street software product support services are available. And the Rimini Street proprietary artificial intelligence (AI) support applications reduce software issue resolution times by as much as 23%, to get systems back to normal faster than ever.
Better people
With hundreds of highly experienced support engineers worldwide, clients are in good hands when they encounter an issue or have a question. Once users initiate a support case, Rimini Street delivers to a strict communications SLA to keep clients informed along the way.
Better outcomes
When ERP and database systems are stable and performing for the business, there is no reason to disrupt them. Rimini Street will support current releases for at least 15 years so all clients can extend the life and value out of these investments and redirect funds to strategic initiatives. No more updates, upgrades, or migrations needed to maintain full support.
Compare the value
Organizations on software vendor maintenance and support are likely paying too much and getting too little. Rimini Street Support Services are typically more comprehensive and more responsive than what a software vendor delivers. In addition, the substantial cost and time savings free up budget and resources for business-driven innovation.
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Software Vendor |
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Support Services |
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Application, repository, and documentation fixes |
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Global tax, legal, and regulatory updates |
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Operational and configuration support |
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Installation and upgrade support |
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Named, regional Primary Support Engineer with an average of 20 years of experience |
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Global account management |
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10-Minute guaranteed response SLA for P1 critical cases with 2-hour update communications |
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Customization/add-on support |
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Integrated performance support |
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Interoperability support |
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Full support of current release for at least 15 years from contract date |
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Strategic Services |
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Technical, functional, and application roadmap advisory services |
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Cloud advisory services |
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License advisory services |
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Security advisory services |
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Advanced technology advisory services |
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Impact on Resources |
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Significantly reduce operating costs (budget, people, time) |
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Independence from vendor-dictated roadmap |
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Featured Clients
“
Rimini Street adapts to what we want to do. It is truly an extension of my internal SAP support team. ”
– Erik Looi CIO
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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.”
“
Without 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.”
Additional Resources
Rimini Street Support Program 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.
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Why Choose Virtual Patching over Vendor Patching for Database Security
A traditional, vendor patch-oriented approach to enterprise software security could leave you vulnerable to unpatched threats and create resource constraints. Virtual patching offers organizations more effective protection when vendor patches are not available, not possible, or not practical. With ransomware attacks, data theft, and phishing attempts increasing in frequency and effect, businesses can’t afford to merely rely on vendor patches that are often released well after the threat has emerged or don’t cover the full threat spectrum. If you’re depending on your vendor to protect your software and the valuable data it holds, don’t. According to the Rimini Street sponsored Aberdeen report, “Why Adopt Virtual Patching Vs. Vendor Patching for Enterprise Software Security?” more than 22,000 vulnerabilities were disclosed in 2020, and nearly 5,000 had no vendor patch by year-end. The report compares the business outcomes, costs, and efficacy of virtual patching and vendor patching. Highlights of the analysis include: Why a traditional, patch-oriented approach to enterprise software security falls short How virtual patching works and use cases where it’s most applicable Tips for making the technical case for replacing vendor patching with virtual patching Quantifying the operational cost of a vendor patch-oriented approach to enterprise software patches and upgrades For complete datasets, analysis, and insights, download a complimentary copy of the full report.
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ERP Modernisation: The Art of the Possible – Q&A with Green Cargo CIO @ IDC European CIO Summit 2021
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Every year, you’re probably paying approximately 22% of your annual licensing fee for Oracle support services, but how do you know you’re getting your money’s worth? It’s normal to expect that the people who manufacture a product will offer the best support. However, if you knew the facts about ERP software support services, you’d know that in this case that’s not a valid assumption. Independent, third-party support actually provides more comprehensive coverage than Oracle does. Oracle premier support … Oracle premium support … Extended, Sustaining, De-support, End-of-Life, and Market Driven support—what do all these terms even mean and why should you care? How does third-party support compare? For many companies, 22% of licensing fees is a multi-million-dollar annual decision. Watch this webinar and find out what you do and don’t get with each level of Oracle support, along with important transition dates. Get all the facts about Oracle and find out how to make the best decisions for your company when choosing where to invest your support budget. You might be surprised by what you learn.
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