Ontracks Implementation and Integration Services vs. Rimini Street

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

• 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

• 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

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

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