We’ve been communicating with our customers over the past few months to inform them that some pretty big changes were coming their way. The changes concerned updates to Epicor’s customer support policy. Those changes to Epicor customer support are now in effect. If you currently employ Epicor software in the operation of your enterprise, these changes could affect your level of support. Depending on your current version of ERP, you may find support considerably less comprehensive. This is a result of Epicor support rerouting resources to newer versions of ERP.
The purpose of the change is to establish support and planning for customers per release which will translate into better planning for updates, upgrades, and new releases into the future. This new path establishes a roadmap for growth and implementation of innovative tools toward for enterprises to employ alongside the developments released by Epicor.
The results are faster and easier integration with Epicor product advancement as well as service and development commitments emerging with specialization on the latest product releases.
Under the new system, two support profiles will exist:
Active Support – any release within 2 years of general availability
- Optimum support experience
- latest in tech & advancements
- ongoing software updates
- an innovative approach to support
Sustaining Support – 2 years or more after GA (no expiration)
- ongoing experienced support
- tech & advancements available through upgrade
- access to existing updates
- Stability approach to support (planning for next active release)
You can read more about what the changes mean for you and your enterprise, here.
Encompass Can Help
If you are a current Epicor customer feel the need to supplement your support following these changes from Epicor, Encompass Solutions is here to deliver support services you need. Whether you are on track to match the stride of Epicor or set your own pace for growth, we can support your enterprise with comprehensive and managed services with a pro-active approach to customer care.
About Encompass Solutions
Encompass Solutions specializes in business consulting, project management, and software implementation. As a result, we are positioned to enable enterprises of every size to take full advantage of the tools available to them in growing their business. Whether undertaking full-scale implementation, integration, and renovation of existing systems or addressing the emerging challenges in corporate and operational growth, Encompass provides a specialized approach to every client’s needs. As experts in identifying customer requirements and addressing them with the right solutions, we ensure our clients are equipped to match the pace of Industry.