A fundamental tenet of support is that it’s there when you need it. In a time of unpredicted business disruption—whether it’s local, regional, or worldwide—you want to know that the people you rely on for enterprise software support are at the ready, able to diagnose and resolve issues 24x7x365 worldwide. While external factors can cause significant upheaval, a partner that helps you maintain business continuity amongst seemingly uncontrollable dynamics is vital for ongoing efficiency and effectiveness of your organization. At Rimini Street, we’re prepared, connected, and ready to help—without interruption.
Charting a course for delivering uninterrupted support during a time of business disruption is not new to Rimini Street. We built our operations to handle this—we are Engineered for Support™.
Our philosophy has always been to find the most experienced and talented engineers wherever they are and empower them with a network of people, processes, and technology that lets them collectively serve our clients in the best way possible.
We have sustained our ultra-responsive support operations through outbreaks of H1N1 (2009), MERS (2018), and natural disasters including hurricane Harvey that flooded Houston (2017) and impacted some of our employees and clients.
While the COVID-19 outbreak and subsequent “social distancing” mandates have put an unprecedented strain on organizations, Rimini Street is leveraging our inherent makeup along with numerous experiences over the past decade-plus in uninterrupted service and support to our global clients in the face of disruption.
Our teams of support engineers are empowered with sophisticated workflow tools and processes to keep the “resolution factory” running like a well-oiled machine.
With nearly 700 full-time employees delivering support and maintenance services, we have the breadth of expertise and fully redundant skills profiles needed to be ready when application-specific cases are reported.
Our support engineers span the globe, allowing us to run a true 24x7x365 operation with overlapping time zones and enabling infrastructure to maintain context for follow-the-sun issue resolution.
We created an innovative and secure global remote-connectivity infrastructure to keep our workforce online to serve our clients any day, any time, from almost anywhere in the modern world.
Uninterrupted support for your business continuity.
As marketing, sales and product teams identify ways to achieve competitive differentiation, grow market share and increase customer loyalty, they often require new applications or services, which they expect to get from IT. Sadly, many IT organizations have committed the majority of their budgets to “keeping the lights on” expenditures, leaving them with little or no capacity to deliver on initiatives that could change the game for their organization. This is often because enterprises have ceded too much control to vendor-dictated technology roadmaps. Check out 12 real-world illustrations from IT teams who powered their Business-Driven Roadmap by moving to third-party software support from Rimini Street. This decision to get off the vendor-dictated model allowed them to redirect resources to innovative projects that dramatically changed business outcomes.
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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