AVI-SPL is a digital workplace services provider that works with organizations globally to improve team collaboration through video and audio technology.
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Rimini Street
Score 8.6 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.
They provide great service, installation and support. When I need help with anything, I can call them and have a discussion. If service or installation is needed, I can count on them to provide the highest quality technicians to get the jobs done correctly. Box sales are quick, easy and correct
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.
The desk mics are a game changer. They can be moved closer to the presenter so that there is never a missed word!
The camera quality is great! It's important to us to look professional to others outside of the company and this technology helps with that.
The quick response time on technical issues. Yes, there is always a wait time to have a tech come out. But it also goes to show they stay busy because they are in high demand! Every tech from the installation to software issues that have came to the office are very informative about the software and incredibly nice, which is appreciated more than you know.
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.
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.
They are a great company to work with overall, but there is always room for improvement. We have had incredibly positive experiences with our main sales rep for any and all purchases. The installation team in southwest VA is lacking and lead to quite a lot of issues on a large scale project last year.
They had us replace the PC three times stating that the PSU was not strong enough to power the USB bus. The last PC had a 1500w PSU. The USB devices kept not working because they had too many USB devices connected. We had to hire another company to come out and fix this mistake as well. They redesigned the solution to get the features that we requested from the beginning and something that would work correctly
Yes, when we had support for one of our lecture halls for a few months, we maximized our use of the support help desk. They were always responsive and also willing to teach me their solutions as they fixed systems.
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.
Given a caveat that this project had major changes to overcome, I would say AVI-SPL did about as well as any large installer out there could do under the circumstances.
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.
We've gone through a few AV partners since developing our AV program. We started with a small local shop, but they didn't have the expertise as we scaled. We moved to a larger local shop, but they struggled to provide support and I don't believe their designs were optimal. Our third go-round with a national firm seemed fine at first, but eventually they too were unable to provide the level of support we needed. So far, AVI-SPL has been getting us taken care of.
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.
