A Guaranteed 10-Minute Response Time Plus Cost-Cutting and Legacy System Solutions Makes Rimini Street the Perfect Software Support Provider

TL; DR: Imagine paying for software and feeling like you’re still on your own. With response times as fast as 10 minutes and expert engineers available 24/7, Rimini Street redefines software support and solutions. Enterprise Architect for Oracle, Robert Freeman and Sr. Product Marketing Director, Scott Hays explain how the company’s innovative model helps clients maximize legacy investments in the long run.

Have you ever stared at a painfully slow internet connection and thought, “What am I even paying for!?”

Yeah, me too. (In fact, this just happened to me yesterday.) But this kind of frustration isn’t just about bad internet — it’s about how companies promise a certain level of quality and what happens when they don’t deliver.

In the software world, that’s where Service Level Agreements (SLAs) come in.

SLAs are what set companies apart, even when their services seem the same. Take UberEats and DoorDash, for example: UberEats offers refunds for order errors within 96 hours, while DoorDash has a shorter 24-hour window.

Both deliver food, but the SLAs tell you how each sets expectations and commits to customer experiences. Based on this alone (and not which one carries your favorite takeout spot), which would you choose?

It’s the SLA that makes the difference — it’s what defines response times, issue resolution, and remediation for delays.

For enterprises, that’s where enterprise software support provider Rimini Street comes in. And truly, its support is among the best I’ve come across.

With a 4.9 client satisfaction rating, more than 200 Fortune 500 and Global 100 clients across 160 countries, and more than $9 billion saved for clients, Rimini Street’s numbers speak for themselves.

But we didn’t just let those stats do all the talking. We also spoke with Rimini Street’s Enterprise Architect for Oracle, Robert Freeman and Senior Product Marketing Director Scott Hays, who told us just a bit more about how the solutions provider stands out from the rest.

In a world where many vendors stop fully supporting older software versions, businesses are often forced to move to new platforms which can come with significant disruptions and risk to the business.

But Rimini Street believes in a better approach: If it ain’t broke, don’t fix it.

Instead, Rimini Street helps its clients’ vast estate of existing systems continue running smoothly and securely, so they don’t have to take on expensive overhauls or updates without a justified ROI to the business.

“What we’ve done is create a security-focused team along with a suite of state-of-the-art tools that allow our clients to stay on their existing systems while remaining secure and without the need for constant patching,” Robert said.

Scott believes Rimini Street has a unique place in the industry.

“In fact,” he said, “We disrupted it when we founded the company.”

How? Simple: Rimini Street specializes in mission-critical system support, which guarantees fast response times.

“If all the confusion out there is making it hard for you to create a road map, we can help you build one. We’re here to help you sort through it all.”
— Robert Freeman, Enterprise Architect, Oracle at Rimini Street

Scott and Robert credit Rimini Street’s founder, Seth Ravin, for shaking up the traditional software model.

See, businesses typically have to pay hefty upfront fees for perpetual licenses (plus annual maintenance fees for support). Back in 2005, Seth saw an opportunity for something better: He shifted the focus to providing exceptional support — something traditional vendors often lacked.

Rather than charging steep fees for basic support, Rimini Street reinvested its revenue into creating better services (and proprietary products and solutions), ultimately giving clients more value for their money.

So, it comes as no surprise that Rimini Street takes SLAs seriously. Here’s a quick look at their guaranteed response times:

• Critical Issue (P1): -10 minutes
• Serious Issue (P2): -15 minutes
• Standard Issue (P3): one business day
• Question & Answer (P4): one business day

Surprisingly, Rimini Street’s average response time last year for P1 and P2 cases was just under two minutes. For all cases, Rimini Street has an SLA for frequent updates to clients on the progress of a case – no more black holes.

“From first repones through resolution, you’re always communication with an expert engineer,” Scott said.

Yes, he said expert engineer, and no, I’m not exaggerating. With Rimini Street, you won’t get a generic tech support rep. You’ll speak directly with a trained and vetted engineer who can solve whatever problem you’re dealing with quickly.

“If a client is making changes — whether upgrading hardware or implementing something new — we stay in sync so nothing falls through the cracks,” Robert said. “You don’t find a lot of support vendors doing that kind of real personal interaction with their clients.”

I’m inclined to agree.

“Getting the expert to the front of the problem at the beginning makes all the difference in the world and can make the difference between solving a problem in 10 minutes and solving it in two or three hours,” Robert added.

If, by some chance, an engineer doesn’t have the immediate solution, they’ll pass it to the right person within minutes. It’s part of why Rimini Street is proud of its employee roster of hundreds of expert engineers spread across the globe.

Now, think back to the last time you were stuck on hold for tech support. I’ll bet it took way longer than just a few minutes.

As an end-to-end solution provider for enterprise software, Rimini Street isn’t just about responding faster when things go wrong. It also wants to help your entire journey — from identifying bottlenecks, cutting costs, and even creating a road map if you’re unsure where to go next.

“I think that’s where Rimini Street really adds value. We help turn all that noise into a clear signal,” Robert said. “If all the confusion out there is making it hard for you to create a road map, we can help you build one. We’re here to help you sort through it all.”

In fact, Rimini Street handles software and infrastructure customizations that other vendors won’t touch — even when it involves millions of lines of code.

Some may call it a humble brag, but I call it service.

“Traditionally, vendors won’t support any of those customizations. That’s where we differ — we know that’s part of how you operate your business,” Scott said. “So, when we onboard a client, our engineers take the time to understand those customizations because, in the end, we’ll be responsible for supporting them. That’s a big departure from what vendors typically do.”

“From first response through resolution, you’re always communicating with an expert engineer.”
— Scott Hays, Senior Product Marketing Director at Rimini Street

Take the Log4J vulnerability from 2021, for example.

Rimini Street’s security solutions protected around 95% of the instances where Log4J could have posed a problem for clients’ applications. For the remaining 5%, Rimini Street had security rules ready in just three days.

“Compare that to a typical patch cycle — which can take 90 days or more,” Robert added.

This blink-of-an-eye turnaround time is a game changer, especially since bad actors often exploit vulnerabilities within days of discovery. By the time a patch is released, the damage may already be done.

It’s one way Rimini Street is 100% ready to partner with its clients in any way. And there’s truly no catch here: Even though they’re available 24/7 and can adapt to your needs and existing infrastructure, working with Rimini Street doesn’t cost you more than other popular providers.

“Typically, we start by saving clients up to 50% off the vendor’s invoice for support, but that’s just the beginning,” Scott said. “You save even more by avoiding costly upgrades, not having to do self-support, and not having to support your own customizations.”

This type of service seems to be exactly what founder Seth envisioned 20 years ago.

Beyond fast response times, Rimini Street offers a few other services that are designed to optimize your entire enterprise software environment.

• RiminiSupport™: Custom code support, guaranteed response times, regulatory updates
• RiminiProtect™: Proactive and comprehensive threat protection
• RiminiManage™: 24/7 monitoring and unlimited incident management
• RiminiConnect™: Future-proofing interoperability solutions

If you ask Scott, Rimini Connect™ holds a special place in his heart.

“I love this one; I actually managed it for a while,” he laughed. “Let’s say you’re running an older version of Oracle on an outdated Windows version. It works fine — but you want to upgrade your servers, operating system, or browsers. That’s where Rimini Connect comes in.”

Here, Rimini Connect would act as an interpretive layer, bridging the gap between your existing applications and newer versions of operating systems, browsers, and email integrations. The idea is to let you “modernize, but without disrupting your core applications,” as Scott put it.

This is a great segue into Rimini Street’s recent partnership with ServiceNow, an enterprise-class workflow automation platform enabling AI across the business.

Scott noted that some IT leaders were initially puzzled by the connection between ServiceNow and Rimini Street: On the surface, it may seem like ServiceNow is just focused on IT Service Management (ITSM) and ticketing systems.

While that is part of it, Scott emphasized that it’s not the core of the partnership: While Rimini Street enhances your existing systems, ServiceNow adds things like AI, improved interfaces, and a unified data view.

“This partnership truly rounds out everything we’ve been striving for at Rimini Street: Helping our clients get the best return on their investment while keeping up with the times.”
— Robert Freeman, Enterprise Architect, Oracle at Rimini Street

In short, the goal is to help clients get the most out of their current systems while seamlessly integrating new tools like automation and data analytics. This makes it easier to drive innovation across other areas, such as procurement, finance, supply chain, HR, customer service, and IT.

“ServiceNow was really the missing piece we needed to complete the picture,” said Robert. “This partnership truly rounds out everything we’ve been striving for at Rimini Street: Helping our clients get the best return on their investment while keeping up with the times.”

Whether you need a little extra support or a full-service team, Rimini Street helps enterprise clients save money by streamlining processes and managing every aspect of your software — without the extra cost, but with the support you need.