Uninterrupted support during periods of business disruption
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.
Capabilities
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.
Resilient processes
Our teams of support engineers are empowered with sophisticated workflow tools and processes to keep the “resolution factory” running like a well-oiled machine.
Overlapping coverage of expertise
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.
Globally distributed workforce
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.
Fully operational remote capability
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.
Key Benefits
Uninterrupted support
- Same process for requesting support
- True “follow the sun” 24x7x365 capability with global resilience built-in
- Worldwide coverage and overlapping, deep bench of experts for all your supported systems and locations
Business continuity
- Fully prepared with comprehensive Global Emergency Operating Plan
- Same commitment to response time SLAs
- Same cadence of update communications per our SLAs
Peace of mind
- Same ultra-responsive, superior service experience you have come to expect from Rimini Street
- Personalized service from our human-first, service-oriented culture
- One less thing to worry about during business disruption events
“Rimini Street makes customers feel important. The team is very reassuring when problems arise, and they regularly check on our team, which is important to me. Also, the turnaround time from when my team logs a ticket to when we receive the response from Rimini Street is fantastic. My team members do not even have time to go and make a cup of coffee—that is how fast Rimini Street gets back to their customers.”
Prepared, Connected, and Ready to Help
Uninterrupted support for your business continuity.
100% operational
100% committed to contractual SLAs
100% same workforce connected remotely
Application support
Database support
Application management services
Resources
Profiles of 12 Rimini Street Clients Using Business-Driven IT Roadmaps for Greater Success
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.
Gartner Research Report: Predicts 2022: Postpandemic Recovery Optimism and New Strategic Growth to Fuel Investment in ERP
Interest in ERP modernization and replacement is increasing as post-pandemic optimism grows. So how can organizations make smarter investments to help ensure that the next ERP technology meets their most pressing business needs? In this research report, Gartner® provides findings that can help inform IT decisions in a variety of areas such as ERP initiatives and composable ERP. The discussion on key findings notes: the increased interest in composable ERP approaches and the importance of business composability the rise of remote implementations the growing percentage of ERP initiatives that deliver specific business capabilities rather than replacing applications wholesale The report also includes insights on why clients of ERP megavendors may be looking for alternative options, makes predictions on ERP strategy trends, and offers recommendations on how to prepare for those trends. For the complete analysis and market implications, read the full report. Reference: Gartner, Predicts 2022: Postpandemic Recovery Optimism and New Strategic Growth to Fuel Investment in ERP, Denis Torii, Tim Faith, Greg Leiter, 14 December 2021. Gartner is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
