ProSoft Solutions, part of Community Brands since the late 2021 acquisition, provides MIP Fund Accounting, payroll, HR, EWS, timekeeping, EREQ, and recruiting software. Their systems are customized to address specific needs.
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Rimini Street
Score 8.8 out of 10
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Rimini Street, headquartered in Las Vegas, is a global provider of enterprise software support products and services, and a third-party support provider for Oracle and SAP software products, specializing in database and ERP support and management services.
It is very well suited for minimal human interaction while gathering requirements as certain fields are pre-populated while capturing the requirements. There is an easy import feature to add requirements to the system. Training for the users isn't a complicated process. Integration with other collaboration tools needs to be made more easier and robust like that with Sales Force or Slack or Microsoft Teams.
If you want good, solid EBS support without constantly supplying your db version, OS information, patch levels, and a dozen other details before getting anywhere with your support provider, give Rimini Street a look. I know our organization looked at Rimini due to the high cost of OEM-provided support for R12 and is saving money by choosing Rimini as an alternate supplier.
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.
We as a mixed staff from DBA team and Finance team are very happy with the Rimini Street's support. It seems they would take whatever issues and problems and give us some information and support.
One of the example is that our PeopleSoft were hosted on Windows 2008R2. As Microsoft de-supports the version. We had to do an upgrade of the OS. Rimini Street advised us a few options and support us on the journey of the OS upgrade. They are on standby when we are doing the PROD upgrade process.
We had an incident when Windows 2008R2 does not work as expected after one patch reboot. Rimini Street staff helped us to recover the PeopleSoft application and migrate the application into a newly restored host from a known good backup, migrate the database over and managed a "no data lost" recovery.
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.
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.
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.
Prosoft Solutions is a good tool but just for ease of integration, we do have some teams in our organization using ServiceNow tools as well. Within our team, as we wanted to attain faster training and customer support, we have gone with Prosoft.
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.
