We are currently running Epicor SaaS v. 2021, and are having issues with support response and resolution times, upgrades and updates causing us issues, and down times for various reasons.
My questions are:
Any other Saas customers experiencing these same issues?
Does anyone have any experience hosting their environments in other cloud setups such as Azure or paying another company other than Epicor to host and support?
Does anyone have any experience moving from Epicor SaaS to another type SaaS model?
Sure, all of the outages are going to be felt like Facebook users yesterday.
The biggest factor here is licensing. In the Epicor SaaS model, you get everything in one payment: upgrades, patches, backups, operations, support, etc. for a given time period.
If you want to put K21 in Azure, AWS, or GCP then you must purchase the software and pay for annual maintenance. You will also have to do your own upgrades and patches but your system stuff (backups/patches/etc) will be done by your provider.
There are third-party Epicor hosting companies but Iām not sure they can sell a fully SaaS product. Maybe they can. You can find those companies easily with a web search. They are most-likely certified Epicor Partners.
Chris
This morning when I saw this post, I immediately forwarded it to my fellow product managers to make sure that we understand concerns like what you are relating.
I am not aware of the entire list of issues that you are having, but I would ask that you send me an email (tshoemaker@epicor.com) with the related Call Number(s) and I will make sure that your call(s) get escalated. When I escalate, I will also be put onto a notification list for the resolution. Our product managers are trying to stay ahead of the issues, but sometimes there are issues that do not get caught, or need additional design work to resolve.
We are currently evaluating but extremely uncertain about the Epicor SaaS offering (We would require their Government Cloud/SaaS - which is just hosted on Azure Government infrastructure). Would you be open to a brief meeting / introduction just so I can get your thoughts on the SaaS scenario?
You can find those companies easily with a web search. They are most-likely certified Epicor Partners.