Nice change from Metalink support
Updated February 02, 2024

Nice change from Metalink support

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Rimini Street

  • Customer support / Help desk
Rimini Street are providing level 3 - 4 support for our ERP, given we no longer have a support agreement with Oracle themselves. To date, I have raised a number of support requests and have so far been very happy with the way Rimini Street have approached each issue, and the solutions provided.

Pros

  • Problem identification
  • Debugging issue
  • Communication

Cons

  • Initial timeliness in responding to request, however I believe they would be operating withing their agreed SLA's. I have not yet submitted a high-priority case to see how their SLA would change.
  • One ticket was mis-assigned, and while there was a definite relationship with the persons skillset due to the product, my issue was not entirely related to that product. This resulted in a lot of wasted time and effort, and frustration on my part, until the ticket was reassigned correctly.
End-of-life support from Oracle.
Cannot answer this as I have not experienced this aspect of their operations. I have selected the mid-point, otherwise this may skew my otherwise good experience with them thus far.
  • Improved response times
  • More personalised service
I receive timely and appropriate responses from knowledgeable people right away.
There have been no innovations, however we have been able to resolve some long-term issues with our ERP that has enabled our business to have more confidence in the software.

Do you think Rimini Street delivers good value for the price?

Not sure

Are you happy with Rimini Street's feature set?

Yes

Did Rimini Street live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Rimini Street go as expected?

I wasn't involved with the implementation phase

Would you buy Rimini Street again?

Yes

I like to contrast my Rimini Street experience with my 20-plus years of Oracle Support (Metalink) experience. I call Metalink 'Megastink' because it seems like you have to jump through 18 different hoops before you even speak to someone, who is generally the least experienced person on the support team as they 'rotate' the new starters through the various ERP modules. It sometimes can take several weeks of kicking the SR before it gets escalated to someone more experienced. However, with Rimini Street, you speak to a true expert right from the start, who hops in and litterally works with you from the beginning to understand and resolve your issue.

Evaluating Rimini Street and Competitors

Decontinuation of Oracle support meant that we had to look at third-parties for support, and Rimini St showcases the best track-record.

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