Oracle and SAP third-party support provider Rimini Street has announced the availability of Salesforce support services for Sales Cloud and Service Cloud.
Rimini Street will offer support services to supplement and complement core Salesforce-provided maintenance program. The third-party support provider guarantees 15 minute response for urgent support issues.
Salesforce Sales Cloud and Service Cloud customers will have access to Rimini's Primary Support Engineer (PSE), which has the intent to alleviate the complexity of managing a variety of different resources and providers, operational tasks and ongoing projects, and delivers these capabilities with speed and agility.
"We are pleased to welcome Rimini Street as a new Salesforce partner, and excited to work with Rimini Street as both a substantial, long-term global Salesforce customer and now as a new support service provider in the global Salesforce services ecosystem," Salesforce EVP of global partner sales Dan Smoot said.
Rimini Street CEO Seth A. Ravin said the company is proud to extend its support model and global capabilities to SaaS (software-as-a-service) products.
“Our goal is to help our clients achieve greater success by optimising their investment across the hybrid enterprise, which now includes support for traditionally-licensed and SaaS enterprise software," Ravin said.
"In addition to making these new Salesforce services available to our clients, we are also proud to be delivering these services to support our own global Salesforce Sales Cloud and Service Cloud implementation."
Rimini Street has been in the US court with Oracle since 2010, with the vendor initially alleging that Rimini Street had infringed Oracle's copyrights when providing support for the vendor's PeopleSoft, JD Edwards and Siebel.
In October 2015, Oracle was awarded US$50 million in damages. One year later the vendor was awarded an extra US$27.7 million.
In January, the United States Court of Appeals reversed the awards made in Oracle’s favor during and after Rimini Street’s 2015 trial against the vendor, and vacated others, including an injunction that had already been stayed by the appellate court.
With that decision Rimini Street hoped to be handed a US$50 million “refund” from Oracle more than two years after the vendor was awarded US$50 million damages in a lawsuit against Rimini Street.