Rimini Street Once Again Sets New Premium Standard for Enterprise Software Support Service Level Commitments

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Premium Standard


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 The Haze.

“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 had 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.”

“Delivering excellent, hyper-responsive client service is our passion and priority, and our GSD organization is committed to the outstanding precision execution that makes this promise possible,” said Brian Slepko, senior vice president of Global Service Delivery, Rimini Street. “Rimini Street is always aggressively working to find new and innovative support solutions and ways we can further improve our service commitments. These improved, industry-leading premium service commitment levels are further testament to our service passion. We enable our clients to focus on more strategic initiatives by handling a much wider scope of enterprise software maintenance needs with unparalleled service level commitments and hyper-responsive delivery.”

About Rimini Street, Inc.

Rimini Street is the global leader in providing independent enterprise software support services. The company has redefined enterprise support services since 2005 with an innovative, award-winning program that enables Oracle and SAP licensees to save up to 90 percent on total support costs. Clients can remain on their current software release without any required upgrades for a minimum of 15 years. Over 1,450 global, Fortune 500, midmarket, and public sector organizations from various industries have selected Rimini Street as their trusted, independent support provider.

Forward-Looking Statements

This press release may contain forward-looking statements. The words “believe,” “may,” “will,” “plan,” “estimate,” “continue,” “anticipate,” “intend,” “expect,” and similar expressions are intended to identify forward-looking statements. These forward-looking statements are subject to risks and uncertainties and are based on various assumptions. If the risks materialize or our assumptions prove incorrect, actual results could differ materially from the results implied by these forward-looking statements. Rimini Street assumes no obligation to update any forward-looking statements or information, which speak only as of the date of this press release.

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