AHEAD vs. Rimini Street

They are easily our go to company for anything revolving around VMware suite, whether that is infrastructure related, automation related, or monitoring related. It's a no brainier to get their assistance with a lot of tasks as they can competently implement complex designs. Also on the storage architecture side they are great. I'm sure there is much more but for my team we mainly leverage them in these areas.

Incentivized

The transition from software vendor to Rimini Street third-party support was well managed and planned, with great visibility of progress. The ability to react quickly to impacting issues and have engineers engaged at speed is impressive. The understanding of and engagement around support issues related to software incompatibility, which inevitably occur over time, was great.

Incentivized

• The provided pre-req documentation was thorough and well thought out, making it easy to jump into the project.
• The design session to gather our requirements was very helpful, Sovereign's familiarity with the vRealize product line along with diagramming our desired layout confirmed our decision to bring in assistance with the project.
• When we ran into some issues with Sovereign's custom code their development team was on top of it and solved the issue in a matter of a few days.

Incentivized

• Their ticketing system is easy and fast (within 15 minutes). Depending on the priority, an issue is assigned immediately. If the issue persists for a few hours, they have global support until the issue is resolved.
• I have worked with Rimini Street on modules such as Payables, General Ledger, Inventory, Receivables, Purchasing, EAM, Fixed Assets, and custom programs. These could be generic or specific to an issue.
• I had to open a priority one ticket for the month-end closing issue, and the response and solution were lightning speed.

Incentivized

• Coordination of product orders with the vendor although I think the vendor is the bigger issue. Insuring delivery time frames are met is of great importance with these kinds of projects.
• Communication between scheduled project meetings. There could be more contact between meetings.
• Provide a customer portal for project tracking.

Incentivized

• As a global support organization, at times I'll interact with someone with an accent that is a little tricky to understand. This has never prevented us from reaching a resolution.
• It would be nice to have access to a library or knowledge base to be able to research topics on my own.

Incentivized

For 99% of cases, we got the proper resource assigned in an appropriate amount of time. In very few cases, the case was shuffled between analysts, trying to find the right resource and usually required repeated re-explanation of the entire issue, which was time consuming and unproductive.

Incentivized

I would not call it training, rather would call it knowledge transfer.

Incentivized

We didn't have "in-person" training, but it really wasn't necessary. The site is intuitive enough you'll not have any issues opening or managing your cases via the Rimini portal.

Incentivized

Having extensive pre-implementaton dialogue really made the process much smoother. We had most of our bases covered and were ready for the equipment installation/implementation, except for the previously mentioned network configuration issues that arose.

Incentivized

From an end-users perspective it was pretty seamless. a) Here's your new website to open and manage cases. b) Here's your credentials c} Here's the process for sharing documentation with the Rimini staff working the case. Step (c) was a bit different because the agreement stipulates we aren't sharing Oracle intellectual property back-and-forth. So the process of providing some of the issue documentation was different than working with Oracle support directly.

Incentivized

Bo other product since this decision was out of my control. If I was to decide, I would surely recommend using Rimini Street as an alternative to Oracle Database support since their employees seem to be very knowledgeable and have the necessary Database Administrator experience needed to help provided the needed support when needed.

Incentivized

• we had a few road bumps initially but setup new structures to deal with things in the future. No major issues since
• They are overall at least as good as the Oracle Support we had in the past. In some cases better, but in same as good as.

Incentivized