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 and database 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
Predicts 2023: Inflation’s Permanent Impact on SaaS/Software Costs, Commercials and Business Practices
As software vendors respond to the impact of inflation, they are now more likely to view support as a profit center, optimizing it at the expense of the end-user and leading to a potentially degraded experience at a higher cost. In this Gartner Predicts 2023 report, you will get insight into how software vendors are adjusting their support models and gain strategies on how you can control your costs and improve your negotiating power: By 2026, 50% of enterprise applications will separate support from existing subscription and maintenance costs to create additional revenue streams Impacts of market conditions on support and maintenance pricing over time Why you should consider third-party support to protect critical applications as an alternative to vendor-provided support Read the full report to discover strategies for keeping software costs under control as vendors shift their models. Gartner, Predicts 2023: Inflation’s Permanent Impact on SaaS/Software Costs, Commercials and Business Practices, 9 January 2023, Mike Tucciarone Et Al. 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. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Rimini Watch™ for Change Management
