The technical support is quite reasonable. We go through the portal to get support. If needed, the team calls us to resolve issues on the spot. It is a direct support from Epicor. I rate the support an eight or nine out of ten.

I have had extensive experience with Epicor's support.  Epicor's customer service and technical support do what they are supposed to, but most customers tend to mistake their technical support services for a substitute for consulting and this often drives comments suggesting the service is poor.   This is unfortunate because service takes it on the chin for things beyond their control.  That being said, I do think there is room for improvement.   Epicor's system for measuring the performance of their support organization is fundamentally flawed (it does not ask the type of questions that would encourage the organization to make the type of changes that would truly elevate the organization.   There is a clear bias in the questions to encourage the customer to provide positive feedback).  

You can submit a case online, but if you want an answer quickly, calling is your best option.  If you have an in scope issue that can be solved in a single call, it works pretty well.  In fact, you can often reach an Epicor rep fairly quickly most of the time after you make it through all the menu selections.   Where things can break down a bit is when the issue is more complex.   There does not appear to be a standard for case documentation and case management is not as customer oriented as it should be.   Epicor does follow their protocols, but their protocols sometimes result in cases being closed to quickly because they tend to assume if the customer is not available during the random times they call, it is closeable.   It works much better through email, but not all the techs use email for communications.   Customers can re-open cases and they have the option to escalate when their are not satisfied.   Taken all together, what you get is a middle of the road customer experience that will lead to the resolution of your in scope issue.

Customer service varies depending on who your customer account manager (CAM) is.   Epicor does not appear to have established a clear standard as to how their account managers should interact with their customers and consequently, your experience will vary.  Epicor does provide customers with access to many top management staff, so this provides some mitigation when needed.   It is worth noting that unless things are going awry, there is not much that a customer would need to interact with their CAM.  It is just that the better ones take an interest in your success and can provide some useful information to help.   In a lot cases, the primary interaction with CAMs occurs when the customer needs to acquire more licenses.  

As a partner, I know a little bit more than a client would know. Epicor's support, if I were to rate between one and ten, I would give them probably five. 

Sometimes we have problems where we can see, for example, performance problems where the customer has been running for a couple of months and years, and suddenly there is performance degradation. It's a gray area, indirectly Epicor flexible tools causes this problem with badly designed queries which hits the database very badly. No one knows if it is a product issue or if there is something else going on in there. However, Epicor tends to push everything to the customer. It's for the partner to go and solve, and then we have to get a DBA, and then, when we go and dig inside, we actually find some view or store procedure from Epicor is running incorrectly. 

They tend to not admit there's a problem with it. Due to that, sometimes the problem just drags on and on and on for months, until you prove to them that their stock procedure is running and causing the problems. The answer at that point is to upgrade to the newer version. It's very frustrating as a former partner and I do emphatize with our client. 

We have dealt with the support and it they are good.

Technical support needs improvement.

3.5/5.

3.5/5.

The technical support is average compared to other vendors.

I have contacted technical support and we receive a quick response. Overall it is very good.

We didn't call for help.

We didn't call for help.