Rimini Street Once Again Sets New Premium Standard for Enterprise Software Support Service Level Commitments
LAS VEGAS–(BUSINESS WIRE)–Rimini Street, Inc., the leading global provider of independent enterprise software support services for SAP SE’s (NYSE:SAP) Business Suite, BusinessObjects and HANA Database software and Oracle Corporation’s (NYSE:ORCL) Siebel, PeopleSoft, JD Edwards, E-Business Suite, Oracle Database, Oracle Middleware, Hyperion, Oracle Retail and Oracle Agile PLM software, today announced it has implemented new, even more responsive Service Level Agreements (SLAs) featuring a guaranteed 15-minute or less engineer response time for Priority 1 (P1) critical cases and 30-minute guaranteed engineer response time for Priority 2 (P2) urgent cases. The Company already led the industry when it introduced standard 30-minute guaranteed, 24/7/365 engineer response for P1 cases in 2005. This new, enhanced contractual commitment from Rimini Street raises the industry standard again for premium service. All new and existing clients automatically receive these new service level commitments, effective immediately.
Heritage of Ultra-Responsive Client Service
Rimini Street has been Engineered for Support™ since its inception over a decade ago, redefining enterprise software support with a much broader base of included premium services and a hyper-responsive service model – all at a 50 percent savings compared to Oracle and SAP standard annual support.
At the heart of Rimini Street’s unique service model is the Primary Support Engineer (PSE) who is assigned to each client. PSE’s average 15 years of experience and support global client operations in more than 90 countries today. Clients get direct access to their assigned expert resource when they make a service request. Rimini Street’s PSEs are incentivized based on responsiveness and client satisfaction, and the Company’s Global Service Delivery (GSD) team is continuing to set records in both performance metrics. Rimini Street’s GSD team averages less than five-minute response times, 24/7/365, and has achieved an average 4.8 out of 5 (where 5.0 is “excellent”) across more than 4,500 client satisfaction surveys over the past year.
Rimini Street’s ultra-responsive service model and seasoned engineers have won numerous awards for delivering excellence in customer service. Most recently, the Company was honored with three prestigious customer service and support awards, including a Silver Stevie Award for Customer Service Department of the Year – which marked the fifth consecutive year Rimini Street has been recognized for this category – as well as two Golden Bridge awards for Customer Service Team of the Year and IT Department of the Year Fanz Live.
“In our business, a critical support issue used to mean wasted hours spent by my team and I dealing with the vendor to try and get the issue resolved; more often than not, their slow response time and/or their confirmation that this was not ‘their issue’ meant we had to self-support,” said Eric Robinson, CIO, Color Spot Nursery. “Today, it is a very different story. Our resources are no longer pulled away to address these issues. Our dedicated Rimini Street PSE knows our ERP landscape, business processes and specific configurations, which has resulted in our issues getting resolved significantly faster than when we were on vendor support. The Company’s new guaranteed 15-minute-or-less SLA response times for P1 cases just further reinforces that we made the right decision when we switched our support to Rimini Street in 2010.”
“Responsiveness is one of the most critical features for enterprise software support, and a P1 urgent case in particular means that an organization’s systems are down and the business is severely impacted,” said Rebecca Wettemann, vice president at Nucleus Research. “We’ve seen Rimini Street’s dedicated engineer model make a real difference in resolving support issues in a fraction of the time of traditional vendor support, and Rimini Street’s guaranteed 15-minute response for P1 cases, gives its clients greater peace of mind while providing them with a more responsive service.”