Introduction to Rimini Street
- Third-Party Service Provider: Rimini Street is a global third-party enterprise software support service provider.
- Alternative to Oracle and SAP: They offer support services for Oracle, SAP, and other major software brands, serving as an alternative to direct support from the original vendors.
- Cost Savings: Rimini Street is known for providing these services at a reduced cost compared to traditional vendor support, helping businesses save on their IT budgets.
Rimini Street vs. Oracle
What is Third-Party Support?
Explanation of Third-Party Support Services
Third-party support services are provided by independent companies that offer maintenance, technical assistance, and support for software and hardware products originally developed by other vendors.
These services include bug fixes, security updates, performance tuning, and general troubleshooting. Third-party support providers, like Rimini Street, cater to organizations seeking alternatives to vendor-provided support, often at a reduced cost and with added flexibility.
Difference Between Vendor Support and Third-Party Support
Vendor support, provided directly by the software or hardware manufacturer (such as Oracle), typically includes updates, patches, and direct access to the developers who created the product.
On the other hand, external firms offer third-party support and may not include official updates or patches from the original vendor. However, third-party providers often offer more personalized and flexible service options, including support for customizations and older software versions that vendors may no longer support.
Benefits of Third-Party Support
Cost Savings
One primary benefit of third-party support is cost savings. Third-party providers usually charge significantly lower fees than the original vendors.
These savings can be especially beneficial for organizations looking to reduce their IT expenditures without compromising support quality.
Customized Service Offerings
Third-party support providers often offer tailored services that cater specifically to their clients’ needs. This includes support for customized software environments, which is typically outside the scope of standard vendor support.
Such customization ensures that the support services align closely with the client’s operational needs and business processes.
Flexibility and Personalized Support
Third-party support services are known for their flexibility and personalized approach. Unlike vendor support, which may follow a one-size-fits-all model, third-party providers can offer more adaptable service plans.
This includes personalized support from dedicated engineers familiar with the client’s environment and specific requirements, leading to quicker resolution times and more effective problem-solving.
Company Profiles
Rimini Street
Company History and Background
Rimini Street was founded in 2005 by Seth Ravin, a veteran in the enterprise software industry. The company provides third-party support services for enterprise software products like Oracle and SAP.
Over the years, Rimini Street has grown significantly, expanding its service offerings and geographic presence.
Overview of Services Provided by Rimini Street
Rimini Street offers comprehensive support services, including application management, software updates, security patches, and technical support.
Their services are tailored to each client’s needs and ensure compatibility with customized and legacy systems. Rimini Street supports various enterprise applications, including ERP, CRM, and database software.
Market Position and Key Clients
Rimini Street has positioned itself as a leading provider of third-party support services, serving a diverse range of industries, including finance, healthcare, manufacturing, and public sector organizations.
Some notable clients include Fortune 500 companies, government agencies, and mid-sized businesses seeking cost-effective alternatives to traditional vendor support.
Oracle
Brief History of Oracle Corporation
Oracle Corporation, founded in 1977 by Larry Ellison, Bob Miner, and Ed Oates, is one of the world’s largest and most influential technology companies. Known for its database software and technology, Oracle has expanded its product offerings to include cloud solutions, enterprise software, and hardware systems.
Overview of Oracle’s Support Services
Oracle offers a wide range of services through its Premier Support program. These services include software updates, security patches, technical assistance, and access to Oracle’s online knowledge base. Oracle also provides advanced support options, such as Oracle Advanced Customer Support (ACS), which offers more personalized and proactive support solutions.
Market Dominance and Clientele
Oracle is a dominant player in the enterprise software market. It serves a vast and diverse client base that includes large multinational corporations, government entities, and small—to medium-sized enterprises. Oracle’s comprehensive support services and extensive product offerings have solidified its position as a market leader in the technology industry.
Comparison of Support Services
Types of Support Services
Description of Support Services Offered by Rimini Street
Rimini Street provides a range of third-party support services for enterprise software, including:
- Comprehensive Application Management: Covering ERP, CRM, and database applications across various platforms.
- Software Updates and Security Patches: Customized updates and security patches tailored to the client’s specific environment.
- Technical Support: 24/7 access to a dedicated team of engineers who provide personalized and proactive support.
- Support for Customizations: Assistance with customized software environments and legacy systems that the original vendor may no longer support.
Description of Support Services Offered by Oracle
Oracle offers a robust set of support services through its Oracle Premier Support program, which includes:
- Software Updates and Patches: Regular updates and security patches to ensure the latest enhancements and protection.
- Technical Assistance: 24/7 access to Oracle’s global support network and knowledge base.
- My Oracle Support: Online portal providing access to documentation, forums, and tools for issue resolution.
- Advanced Customer Support (ACS): Personalized and proactive support solutions tailored to specific business needs, including system optimization and performance tuning.
Key Differences in Service Offerings, Response Times, and Customization
- Service Offerings: Rimini Street focuses on customized and personalized support, particularly for legacy and customized systems, whereas Oracle offers standardized support services with additional options for advanced support.
- Response Times: Both companies offer 24/7 support, but Rimini Street is known for its dedicated engineers, who provide faster and more personalized responses. Oracle relies on a larger, more structured support network.
- Customization: Rimini Street excels at supporting customized environments and legacy systems, offering tailored solutions that Oracle may not offer in its standard support packages.
Cost Analysis
Pricing Structure of Rimini Street
Rimini Street’s pricing is typically 50% lower than Oracle’s support fees. The company offers a straightforward pricing model based on a percentage of the annual maintenance fees charged by the original vendor.
Pricing Structure of Oracle
Oracle’s support service pricing structure is based on a percentage of the software license fee, often ranging from 20% to 22% per year. Advanced Customer Support (ACS) services are available at an additional cost depending on the required level of service.
Comparative Cost Benefits for Businesses Using Third-Party Support
Businesses using Rimini Street’s third-party support can significantly reduce their annual support costs compared to Oracle. These savings can be reinvested in other strategic initiatives or used to improve the IT infrastructure. Additionally, Rimini Street’s support for customizations and legacy systems can reduce the need for costly software upgrades.
Quality of Service
Metrics for Evaluating Support Quality
- Response Time: The time taken to respond to a support ticket.
- Resolution Time: The time taken to resolve a support issue.
- Customer Satisfaction: Overall satisfaction ratings from customers based on support experiences.
Legal Considerations
Legal Background
Overview of the Legal Landscape for Third-Party Support
The legal landscape for third-party support is complex and has been shaped by numerous lawsuits and legal precedents. Third-party support providers must navigate intellectual property laws, software licensing agreements, and customer contracts to operate legally and effectively.
Key Legal Battles, Particularly Rimini Street vs. Oracle
Rimini Street vs. Oracle is one of the most significant legal battles in this space. Oracle filed a lawsuit against Rimini Street in 2010, accusing the company of copyright infringement and improperly using Oracle’s software to provide support services. After years of legal proceedings, the courts ruled in favor of Oracle, leading to significant financial penalties for Rimini Street and changes in its business practices.
Implications of Legal Issues
Impact of Legal Issues on Third-Party Support Providers
Legal challenges can have profound implications for third-party support providers, affecting their business operations, financial stability, and reputation. Providers must ensure compliance with legal requirements to avoid litigation and maintain customer trust.
How Businesses Can Navigate Legal Challenges When Choosing Third-Party Support
- Understand Licensing Agreements: Businesses should thoroughly review their software licensing agreements to understand the implications of using third-party support.
- Evaluate Legal Risks: Consider third-party support providers’ legal history and current legal standing.
- Consult Legal Experts: Engage legal experts to assess the risks and benefits of switching to third-party support and to ensure compliance with all relevant laws and agreements.
- Monitor Ongoing Legal Developments: Stay informed about legal developments in the third-party support industry to anticipate and mitigate potential risks.
Advantages and Disadvantages
Advantages of Rimini Street
Cost Savings
Rimini Street offers substantial cost savings compared to vendor-provided support. Clients often experience a reduction in annual support fees by up to 50%, freeing up the budget for other strategic initiatives or investments.
Personalized and Flexible Support
Rimini Street provides highly personalized and flexible support services tailored to each client’s needs. Their support includes handling customized software environments and legacy systems, which the original vendor may not cover.
Customer-Centric Approach
Rimini Street focuses on delivering a customer-centric experience. Clients receive support from dedicated engineers familiar with their unique setups, leading to quicker resolutions and higher satisfaction.
Disadvantages of Rimini Street
Legal Uncertainties
Rimini Street has faced significant legal challenges, particularly from Oracle. These legal uncertainties can pose risks to their clients, who may need to navigate the potential legal implications of using third-party support.
Potential Compatibility Issues with New Updates
As Rimini Street does not provide official updates or patches from the original software vendor, clients might face compatibility issues when the vendor releases new updates. This can require additional resources to manage and integrate updates independently.
Advantages of Oracle Support
Direct Access to Updates and Patches
Oracle support provides direct access to the latest updates and patches. This ensures that clients always have the most current and secure versions of their software, reducing vulnerabilities and enhancing system performance.
Comprehensive Support from the Original Vendor
Oracle’s support services are comprehensive and come from the original vendor. This means clients benefit from the vendor’s in-depth knowledge of their products, which can lead to more accurate and effective problem resolution.
Established Trust and Reliability
Oracle has a long-standing reputation for reliability and trust in the industry. Businesses can rely on Oracle’s extensive resources and established practices to support their critical systems.
Disadvantages of Oracle Support
Higher Costs
Oracle support services are typically more expensive than third-party alternatives like Rimini Street. The higher costs can be a significant burden for businesses looking to reduce their IT expenses.
Potential Rigidity in Support Offerings
Oracle’s support services can be less flexible than those of third-party providers. They may follow a standardized approach that doesn’t always accommodate individual clients’ unique needs or customizations.
Market Trends and Impact
Trends in Third-Party Support
Growing Adoption of Third-Party Support Services
There is a notable increase in the adoption of third-party support services as businesses seek cost-effective alternatives to vendor support. The appeal of substantial cost savings and personalized service has driven this trend, especially among mid-sized to large enterprises.
Industry Shifts and Emerging Trends
The third-party support industry is evolving, with providers expanding their services to include more advanced and comprehensive offerings. Innovations such as AI-driven support solutions and predictive maintenance are becoming more prevalent, enhancing the value provided by third-party vendors.
Impact on Businesses
How Businesses are Benefiting from Third-Party Support
Businesses that adopt third-party support services, like those from Rimini Street, often experience significant cost reductions, freeing up resources for other strategic initiatives. Additionally, personalized and flexible support improves operational efficiency and satisfaction.
Examples of Successful Transitions to Third-Party Support
- Case Study 1: A large manufacturing company transitioned to Rimini Street and reduced its annual support costs by 60%. The company also benefited from tailored support for its customized ERP system, which improved system uptime and performance.
- Case Study 2: A global retail chain switched to third-party support and utilized the savings to invest in new digital transformation projects. The personalized support from dedicated engineers led to quicker issue resolution and better alignment with business operations.
Understanding these advantages, disadvantages, and market trends can help businesses decide whether to continue with vendor support or switch to third-party alternatives like Rimini Street. This evaluation helps organizations align their IT support strategy with broader business goals and operational needs.
Products and Vendors Supported by Rimini Street
Rimini Street offers comprehensive third-party support services for various enterprise software products across multiple vendors.
Their services are designed to provide an alternative to the traditional support offered by original software vendors, focusing on cost savings, personalized support, and extended support for legacy systems. Here’s an overview of the key products and vendors that Rimini Street supports:
Oracle Products
Oracle E-Business Suite
Rimini Street provides third-party support for Oracle E-Business Suite (EBS), including versions that Oracle no longer supports. Their support services cover Financials, Human Resources, Supply Chain, and Manufacturing modules.
Oracle Database
Support for Oracle Database includes maintenance, performance tuning, and security updates. Rimini Street supports various versions of Oracle Database, ensuring clients can continue using their existing database infrastructure without mandatory upgrades.
Oracle PeopleSoft
Rimini Street supports PeopleSoft applications, covering Human Capital Management, Financial Management, and Campus Solutions modules. This support includes customizations and integrations unique to each client’s deployment.
Oracle JD Edwards
JD Edwards EnterpriseOne and JD Edwards World support services include comprehensive maintenance and technical support. Rimini Street helps clients extend the life of their JD Edwards systems, avoiding costly upgrades or migrations.
Oracle Siebel
Rimini Street supports Siebel CRM, ensuring clients can maintain and enhance their customer relationship management capabilities without relying on Oracle’s support.
Oracle Hyperion
Support for Oracle Hyperion includes financial management, planning, and budgeting applications. Rimini Street helps clients manage their Hyperion applications effectively, even as Oracle phases out support for older versions.
SAP Products
SAP ECC (ERP Central Component)
Rimini Street supports SAP ECC, including Finance, Controlling, Human Resources, and Logistics modules. Their services help clients maintain their SAP ERP systems and defer the need for costly migrations to SAP S/4HANA.
SAP Business Suite
Support services for SAP Business Suite cover various applications, including CRM, SCM, SRM, and PLM. Rimini Street ensures that clients can continue using their SAP Business Suite applications with full support.
SAP S/4HANA
Rimini Street supports SAP S/4HANA, offering clients an alternative to SAP’s support services. This includes technical support, maintenance, and updates tailored to each client’s environment.
SAP BusinessObjects
Support for SAP BusinessObjects includes maintenance and troubleshooting for business intelligence and reporting tools. Rimini Street helps clients maximize the value of their SAP BusinessObjects investment.
Salesforce Products
Salesforce Sales Cloud
Rimini Street supports Salesforce Sales Cloud, providing clients with comprehensive maintenance and technical assistance to enhance their sales processes and customer relationship management.
Salesforce Service Cloud
Support services for Salesforce Service Cloud include troubleshooting, customization support, and performance optimization, ensuring clients can deliver exceptional customer service.
Microsoft Products
Microsoft Dynamics
Rimini Street supports Microsoft Dynamics ERP and CRM solutions, including Dynamics AX, Dynamics NAV, Dynamics GP, and Dynamics 365. Their services help clients maintain and optimize their Microsoft Dynamics applications.
Microsoft SQL Server
Support for Microsoft SQL Server includes maintenance, performance tuning, and security updates. Rimini Street ensures clients can continue using their SQL Server databases with reliable support.
IBM Products
IBM DB2
Rimini Street supports IBM DB2 databases, including maintenance, performance tuning, and security updates. Clients benefit from comprehensive support services that extend the life of their DB2 installations.
IBM WebSphere
Support for IBM WebSphere includes application server maintenance, troubleshooting, and performance optimization, ensuring clients can maintain their WebSphere environments effectively.
Other Supported Products
Adobe Products
Rimini Street supports Adobe Experience Manager and other Adobe enterprise solutions, offering maintenance and technical support to enhance the performance and usability of these applications.
Additional Software Solutions
Rimini Street also supports a variety of other enterprise software products, providing customized support services tailored to each client’s specific needs and environment.
By offering third-party support for a broad range of products from multiple vendors, Rimini Street helps organizations reduce their IT support costs, extend the life of their existing software investments, and receive personalized, high-quality support tailored to their unique needs.
FAQs – Rimini Street and Third-Party Support
What is Rimini Street?
Rimini Street is a third-party support provider for enterprise software. It offers maintenance and support services for products from vendors such as Oracle, SAP, and Salesforce.
How does Rimini Street differ from vendor support?
Rimini Street provides personalized and flexible support services, often cheaper than vendor support. They offer support for customized environments and older software versions that vendors may no longer support.
Which software products does Rimini Street support?
Rimini Street supports a range of enterprise software products, including Oracle E-Business Suite, SAP ECC, Salesforce Sales Cloud, Microsoft Dynamics, and IBM DB2.
What are the cost savings with Rimini Street?
Clients can save up to 50% on annual support fees compared to vendor-provided support. These savings can be significant, especially for large enterprises with extensive software investments.
How does Rimini Street handle software updates and patches?
Rimini Street provides customized updates and security patches tailored to the client’s specific environment, even for older software versions no longer supported by the original vendor.
What kind of support does Rimini Street offer for customized software?
Rimini Street offers comprehensive support for customized software environments, including troubleshooting, maintenance, and updates that meet each client’s needs.
How does Rimini Street ensure quick response times?
Rimini Street assigns dedicated engineers to each client, ensuring that support requests are handled promptly by professionals familiar with the client’s environment and needs.
Are there any legal concerns with using Rimini Street?
Rimini Street has faced legal challenges, particularly from Oracle, but it continues to provide services while navigating these issues. Businesses should review their software licenses and consult legal experts if necessary.
Can Rimini Street support legacy systems?
Yes, Rimini Street specializes in supporting legacy systems that vendors may no longer support, allowing clients to extend the life of their existing software investments.
What is the process for switching to Rimini Street?
Switching to Rimini Street involves a detailed assessment of the client’s current systems and support needs. Rimini Street then develops a tailored support plan and transitions the client from vendor support.
How does Rimini Street handle security?
Rimini Street provides regular security updates and patches to protect clients’ systems. They work closely with clients to address security concerns and ensure compliance with relevant regulations.
What kind of industries does Rimini Street serve?
Rimini Street serves various industries, including finance, healthcare, manufacturing, retail, and the public sector, providing support tailored to each industry’s unique needs.
Can Rimini Street provide global support?
Yes, Rimini Street offers global support services, ensuring clients worldwide can access personalized and flexible support solutions.
What are the benefits of Rimini Street’s customer-centric approach?
Rimini Street’s customer-centric approach ensures clients receive personalized attention and tailored solutions. This leads to higher satisfaction and quicker issue resolution.
Why might a business choose Rimini Street over vendor support?
Businesses might choose Rimini Street for significant cost savings, personalized and flexible support, and their ability to support customized and legacy systems that vendors may no longer cover.
