Aug. 5, 2020 17:00 UTC - Las Vegas--(BUSINESS WIRE)--Rimini Street, Inc.(Nasdaq: RMNI), a global provider of business software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner, today announced that it has further enhanced its industry-leading service response guarantee for clients, at no additional fee. The new service level agreement shortens guaranteed response times for critical Priority 1 cases from 15 minutes to 10 minutes and for serious Priority 2 cases from 30 minutes to 15 minutes – further speeding software issue resolution. Rimini Street had previously shortened guaranteed response times for Priority 1 cases from 30 minutes to 15 minutes and Priority 2 cases from 2 hours to 30 minutes.

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Committed to Better Client Experiences & Outcomes

In May 2020, Rimini Street announced that it reduced software issue resolution times by 23% using its new award-winning, patent pending Rimini Street Artificial Intelligence Support Applications (AI Applications) developed by the Company’s Global Service Delivery Innovation Team.

Today’s announcement shortening guaranteed service response times builds on Rimini Street’s AI Application technology advances and provides an even better client experience when critical and serious issues require rapid resolution to get client systems back running smoothly, which is the ultimate desired outcome. The Company’s proprietary technology, optimized processes and innovative capabilities are additional examples of how Rimini Street is uniquely qualified as a trusted partner to deliver mission-critical support to its clients anywhere in the world, at any time and at scale.

Building Trusted Partnerships

With the new shortened response times, Rimini Street guarantees that an expert engineer, with an average 15 years of experience, will respond live and begin working a critical Priority 1 case within 10 minutes from case submission, and within 15 minutes for a serious Priority 2 case submission. In addition to lightning-fast response times, the Company is known for its exceptional average client satisfaction rating of at least 4.8 out of 5.0 (with 5.0 being “excellent”).

According to Forrester Research, customer service teams have difficulty creating emotional bonds with a customer when their organization focuses solely on digital and self-service in an attempt to improve the ease of service interactions and cut operational costs.1 While the service industry overall is going down the path of “deflection” and “self-service” including support portals that force customers to do their own research and issue resolution, offer no phone number to call for expert help, or offer no access to expert resources without meeting a long list of specific criteria, Rimini Street clients enjoy the ability to speak to a live expert engineer in 10 minutes if needed for a critical issue, any time day or night.

“Rimini Street takes ownership of the entire support experience. When we make a call an expert engineer is available to speak right away and works on our problem immediately which has been a refreshing change,” said Dave Jackson, chief information officer at Welch’s. “Our team is doing much less ticket and issue resolution tracking than we used to, and today we have the confidence to take on projects, such as our browser upgrade which we purposefully delayed when we were on vendor support. Welch’s traditionally views its relationships with technology vendors as partnerships, we don’t just enter into transactional relationships. With Rimini Street we know they will be a long-term trusted partner.”

Global Support at Scale

Rimini Street has nearly 700 full-time employee engineers in 17 countries serving its thousands of Fortune 500, Global 100, mid-market and government clients with a true “follow-the-sun” approach and global team service strategy. Rimini Street support engineers have specific application and technology experience that enables the Company to overlap skillsets to ensure optimal resource assignment for fast response and software issue resolution.

“As an award-winning, innovative and recognized global leader in enterprise software support, Rimini Street consistently sets the industry-standard for support responsiveness and resolution,” said Brian Slepko, executive vice president, Global Service Delivery, Rimini Street. “Our aggressive investments in technologies such as the Rimini Street Artificial Intelligence Support Applications, and our new shortened guaranteed response times for Priority 1 and Priority 2 cases, are examples of how we are continuously innovating to deliver the best support experience and outcomes for our clients.”

Rimini Street’s new guaranteed response times are effective immediately for current and new Rimini Street clients globally.