Epicor ERP has been known by a number of names since its release in October of 2008, most notably, Epicor 9, Epicor 10, and now, Epicor Kinetic. The name changes and product releases have contributed to confusion around the product and its support cycles.
2018 was the turning point for Epicor ERP, marking its move to the cloud with Azure. Epicor ERP 10.2.700 was the first to be built specifically for the cloud, unveiled alongside Kinetic in 2021. From then on, every new release has been offered both on-premises and in the cloud. With this change came the chaos of navigating support cycles and levels, especially as versions enter sustaining support every year.
To cut through the confusion, the experts at ERP Advisors Group have compiled everything you need to understand support for your version of Epicor ERP and carve out a path for your future ERP strategy.
In the mid-1990s, DCD Corporation created Vantage, an application developed for Microsoft Windows. Vantage was meant to deliver in the manufacturing space and quickly grew in popularity. Eventually, DataWorks acquired DCD in 1996. In 1998, DataWorks merged with Platinum Software and the two would become Epicor Software in 1999.
Epicor rebuilt Vantage in 2008 on Epicor’s ICE framework, giving the market Epicor 9. Epicor heavily invested in the product over the course of the Epicor 9 and Epicor ERP 10 releases to develop stronger accounting capabilities.
In 2018, Epicor flipped support as customers knew it on its head. Epicor previously had not defined a “sustaining support” model for customers on older versions of Vantage, Epicor 9, and Epicor ERP. When announcing the new support model, Epicor clarified that Sustaining Support would cost a fee and that versions under this model would no longer be able to purchase additional modules. But now, Epicor offers a straightforward approach to Epicor ERP product support.
Under Epicor’s Active Support, customers receive:
Under Sustaining Support, customers only receive essential support and customization abilities for existing functionality. Additionally, support services are very limited, with some describing restricted hours for phone support. While customers under Sustaining Support cannot purchase additional modules, they can purchase additional users for implemented modules. This allows for some, very limited expansion.
Newer versions of the product typically receive 2 years of Active Support before moving into Sustaining Support. In 2021, Epicor made the name change from Epicor ERP to Kinetic.
In order to receive new functionality or add modules to your ERP instance, you must be on an actively supported version of the product or move to Kinetic in the cloud.
Epicor provides Sustaining Support for Epicor ERP, meaning you don’t have to change ERPs right away. If now is not the right time, you can pay for additional support until your team is ready. Although, this option puts your team at risk of being forced to upgrade quickly later on, instead of at your own pace.
You could make the decision to upgrade to a supported version on-premises. Because the original product was on-premises, this may be a simpler transition, but that is not guaranteed. And by remaining on a more “legacy” track for your product, you could be risking future system failure or unnecessary obstacles.
Or you could make the leap to the cloud with Kinetic. Epicor has worked to develop a path onto Kinetic; however, when completely changing system architectures, the project may look more like a reimplementation than an upgrade. If your business needs to move to the cloud, we highly recommend exploring all your options before making a decision.
Epicor has clearly defined the path forward; however, there are also other strong options available across the market. If you need help navigating an upgrade from Epicor 9, schedule a free consultation today with the independent experts at ERP Advisors Group.