Rimini Street Inc

Third Party Support for Oracle Database and Technology

Leading provider of third-party software support and cloud migration/management: Oracle E-Business Suite (EBS), Siebel, PeopleSoft, JD Edwards, Database, Hyperion, Fusion Middleware, IBM DB2, SAP Software, Sybase, HANA and more.
Clients enjoy ultra-responsive support, save up to 90% on TCO freeing up funds for innovation. Large UK presence.

Features

• Cloud Advisory, Readiness Assessment, Migration, Operations and Management Services
• Optional Managed Services part of wider Unified Support model
• Assigned Primary Support Engineer and Customer Success Manager
• Configuration, Setup and Process Assistance
• Interoperability Analysis and Support
• Upgrade, Migration Support and Software Archiving Support
• Leading SLA response times for Critical Issues
• At Least 15 Years of Support for the supported systems

Benefits

• Support, design, plan, execute, manage clients’ journey to the cloud
• Higher quality of service/sustained savings/ROI for ERP support across Hybrid-IT
• Strategic Services for proactive monitoring, enhanced security and interoperability
• Preserve existing IT assets–lift/shift ERP workloads to cloud IaaS
• Preserve freedom to deploy new SaaS applications/traditional internally-deployed applications
• Faster response time reduces the time to resolution
• Ability to upgrade on clients' timetable, not their software vendor’s
• Software archiving protects clients' right to upgrade at any time

£5,000 to £10,000,000 a unit

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidsupportuk@riministreet.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

878321753750471

Contact

Proposal Manager
020 3763 7463
bidsupportuk@riministreet.com

Planning

• Planning service: Yes
• How the planning service works: A growing number of Rimini Street’s clients have all or part of their IT Operations in a hosted environment supported by one of our Preferred Cloud Service Providers (Amazon Web Services, Microsoft Azure, Google Cloud Platform, and Private Cloud). We work with clients to explore hosting options through extensive public/private cloud provider network. Rimini Street provides advice and guidance to recommend a cloud service provider which we believe will best meet our clients' needs. We understand the opportunities and challenges facing our clients when moving all or part of their IT operations to the cloud. We remain focused on our core support services whichever platform the client selects.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Oracle Applications and Technology Support
  • SAP Applications and Technology Support
  • Salesforce Applications and Technology Support

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Where buyers plan to migrate to the cloud either in the short term or the medium-term, Rimini Street provides support for existing applications even though the vendor may have stopped supporting the versions they are running. ; ; Rimini Street can assists the buyers' project teams with data and migration services for any applications being migrated from on-premise applications to the cloud. We will contine to support the existing in-use versions with no requirement to upgrade at any time. This means that buyers can use their IT budget to fund additional cloud services and migration to the cloud rather than spending unnecessary money on vendor support. Buyers also have multiple personnel involved in maintaining these systems doing self-service support and fixing their own customisations. ; ; With a move to Rimini Street, due to our broader scope of support, we will substantially reduce the amount of internal resource required for these system so that internal staff can be devoted to implementing new cloud service, accelerating that deployment and saving extra funds in the process.
• Setup or migration service is for specific cloud services: No

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Rimini Street’s ISO 9001 certified Quality Management System ensures that its products and support services consistently meet or exceed client requirements, while consistently improving overall quality. Rimini Street heavily utilises its ISO 9001-certified Quality Management System to integrate and manage its extensive set of detailed business and service delivery processes. Rimini Street has earned ISO certification for its global provision of enterprise software support services, including client onboarding; client account management; product support for vendor delivered and client customised code; fix development and delivery; and research, development and delivery of worldwide tax, legal and regulatory updates.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security design
  • Cyber security consultancy
  • Security testing
  • Other
• Other security services: Security Risk Management
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications:
  • Cyber Essentials Certificate
  • Penetration testing conducted annually by NCC
  • ISO 27001 ISMS audited annually by Bureau Veritas
  • E.U. - U.S. and Swiss-U.S. Privacy Shield Framework

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Cloud Managed Services (CMS) will at present be only available to those clients who have already migrated, or decide to migrate, their third-party support (Level 3/4 support) to Rimini Street. The CMS includes Infrastructure as a Service (IaaS) support for our customers’ HR/ERP systems. ; ; Rimini Street will work with our customers in supporting their migration to the cloud provider of their choice and further provide technical support for their HR/ERP instances in the cloud. Some of the services available include: ; 24x7 Health Monitoring; ; Alerting and Error Detection; ; Cost/Performance optimization and Monthly reports.

Service scope

• Service constraints: Rimini Street provides our award-winning support via remote access and there is typically no need for an on-site engineer. However, if a ticket does require on-site support, Rimini Street can arrange for it.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Rimini Street provides ISO-compliant support 24 hours a day, 7 days a week and 365 days a year. The support model is consistent globally.; ; We proudly exceed our contractual Initial Response Commitment with an average response time for both Priority 1 and Priority 2 issues of under 5 minutes. ; ; Rimini Street's contractual initial response commitment are as follows: ; Priority 1 (Critical Issue) - 10 Elapsed Minutes;; Priority 2 (Serious Issue) - 15 Elapsed Minutes; ; Priority 3 (Standard Issue) - 1 Business Day; ; Priority 4 (Q&A) - 1 Business Day
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: Rimini Street global support team is staffed to help our clients 24 hours a day, 7 days a week, and 365 days a year. Our global process for tracking/logging a case is ISO9001 certified and consistent across all channels. When clients encounter an issue, they will have three methods of logging a case: ; Direct Contact with their Primary Support Engineer; 24x7x365 ; Product Line Support Hotline ; Street Central - Online Client Portal. ; ; The contractual SLAs and commitments to responding and updating clients on their cases All support levels are covered by the annual fee, with no variance per severity level. All clients are assigned a regionally-based Client Success Manager who will serve as the single business point of contact and manage the strategic relationship throughout the life of the contract.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS
• ISO/IEC 27001 accreditation date: 04/04/2025
• What the ISO/IEC 27001 doesn’t cover: Two exemptions exist for the Rimini Street ISO 27001 Certification:; 1. Software development as we do not perform commercial development software in true sense. It is therefore out of scope as Rimini Street does not develop source code for our clients as part of our services.; ; 2. E commerce is not performed by Rimini Street and is therefore not included in scope.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • Optiv - independent third-party administrator of penetration testing
  • E.U. - U.S. and Swiss-U.S. Privacy Shield Framework
  • APEC Cross Border Privacy Rules

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity

  Fighting climate change

  Rimini Street understands that environmental sustainability is a key component of our corporate social responsibility, and it is our goal to keep our own impact on the environment to a minimum by conducting environmentally friendly, professional, and safe operations. This includes conserving scarce resources such as energy and water, reducing waste, and periodically assessing our operations and business processes in order to mitigate potentially adverse environmental impacts. Our approach to sustainable development extends to the management of our company, the operation of our buildings and facilities, the procurement of resources from our suppliers, and the provision of services to our clients. As a service-based company that does not manufacture goods or own any real property, we already have a relatively low environmental impact. Further, as an international company that operates in multiple countries and serves disparate markets, we recognize that it is neither reasonable nor practical to expect that every one of our operations will implement the same set of environmental management practices. However, we also recognize that we can achieve our greatest impact when all of our local operations are aligned to the same priorities. These guidelines are intended to provide a framework that defines our organization’s environmental priorities and allows each local office location to make reasonable choices to operate within the spirit of that framework while complying with applicable environmental regulations.

  Tackling economic inequality

  Through the Rimini Street Foundation, Rimini Street promotes positive social change and engages in socially responsible activities in the communities in which we operate. The Rimini Street Foundation reflects the values, hearts, and passion of Rimini Street as a company and individuals. The organization promotes a mission to share our company's success by investing in the communities we serve around the world with in-kind donations, employee time, and financial donations. Our Code of Business Conduct and Ethics, with which all employees are required to comply, addresses many of the ways Rimini Street encourages ethical business operations while conducting business.

  Equal opportunity

  As a global company, we believe that diversity contributes to the success of our business. We value the unique contributions of individuals with varied backgrounds and experiences, and we believe an inclusive culture allows our employees to contribute their best. We also strive to attract, develop and retain a workforce that is as diverse as the clients and the markets we serve, and to ensure an inclusive work environment that embraces the strength of our differences. Each employee plays an important role in creating a work environment in which employees and business partners feel valued and respected for their contributions. Rimini Street is committed to recruiting a diverse and inclusive workforce, as well as creating a diverse and inclusive environment. We are proud to be an Equal Employment Opportunity Employer. We make a proactive effort to build diverse candidate pools, including partnering with diversity career job boards. All qualified applicants receive consideration for employment without regard to age, race, color, religion, national origin, sexual orientation, gender or gender identity, disability, and protected veterans’ status or any other characteristic protected by law. Rimini Street believes that we will better understand the needs of our clients and foster innovation if each of us embraces diversity and inclusion in all aspects of our business.

Pricing

• Price: £5,000 to £10,000,000 a unit
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bidsupportuk@riministreet.com. Tell them what format you need. It will help if you say what assistive technology you use.