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Epicor Eagle Customer ServicesOverview

Customer Services OverviewEpicor Customer ServicesThe Epicor Customer Services portfolio consists of service productsdesigned to enable state-of-the-art technologies to help youoptimize your IT investments and resources. Epicor has more than40 years of experience providing services and support that go farbeyond the basics.From a comprehensive suite of leading-edge IT support services to exceptionalon-site repair and telephone support, Epicor has a proven history of achievingcustomer satisfaction. Our services are available through a number of channelswhich means you can take full advantage of Epicor service options according toyour needs, budget, and schedules. Epicor services and support provide the toolsyou need so that your business can operate at peak performance.1

Customer Services OverviewEpicor Eagle software supportAssignment of case priorityOur dedicated Epicor Eagle support team is available tohelp your Epicor system operations run smoothly. Eaglesoftware support is widely available, convenient,and includes:XXTopical area expertiseXXInformation related to software features, use,and troubleshootingXXGuidance on setup and configurationXXSoftware update and patch assistanceXXProblem report managementWhen you request support from our customersupport portal or by telephone, you can specifythe urgency of your cases. Please use one of thefollowing priorities:Online support requestPriorityCritical1Telephone supportYou may also contact support at 1.800.322.3077. Oursupport specialists are available to assist you during thefollowing support hours, Pacific Time:Monday to Friday4:00 a.m. to 6:00 p.m.Saturday5:00 a.m. to 5:00 p.m.Sunday5:00 a.m. to 5:00 p.m.We are closed on Easter Sunday, ThanksgivingDay (U.S.), and Christmas Day. Refer to the"Support Hours of Operation and HolidaySchedule" for full schedule details.For on-site hardware needs and logistics repair services,you can page your hardware support specialist directlythrough the interactive voice response (IVR) system at 1.800.322.3077 and choose menu option 1. Shouldyou need to order new software, training, hardware,etc., please contact customer account management at 1.800.538.8597.Your Epicor system is not available, resultingin critical business impact and disruption oforganization. No workaround is available.High2You can request support from our customersupport portal 24 hours a day, 7 days a week athttps://epicorcs.service-now.com/epiccare/To help ensure system security and to obtain accuratecontact information, customers are required to registerprior to accessing online support. We encourage you toregister before an immediate need arises. To register,please visit the customer support website and completethe registration using the account number provided byyour Epicor sales representative.CriteriaYour Epicor system is failing and causingsignificant disruption of work with moderateto-low business impact.Moderate3Product does not operate as designed.Impact is isolated to a few people, andbusiness impact is low. You’re looking forgeneral information, how-to procedures,documentation, an enhancement request, etc.Telephone support will provide call-back responses toyour issues based on your local time zone.Escalation proceduresCase priority may be escalated by Epicor internallywhen the case involves a time- or system-critical issue,an extremely complex problem, or an unreasonableamount of time has elapsed with no resolution. Youmay also request escalation of a logged case to supportmanagement by contacting the manager on duty at 1.925.361.9516.Epicor Eagle communityEagle Community is a place where you can share ideas,get help from other Eagle users, and stay up-to-date onthe latest Eagle-related news. Forums give you a place todiscuss the latest ways to use the Eagle system and postquestions and find answers to best optimize your Eaglesystem. You can join the discussion at:http://community.eaglesoa.com/register.2

Customer Services OverviewEpicor Eagle chatEagle Chat is a great way to reach Epicor experts forquick answers. When you become a registered user onthe Eagle Community portal mentioned above, you gainaccess to Chat with live support. You can also accessChat directly at https://eaglechat.epicor.com/EagleChat/.You’ll be able to quickly connect with an Eagle supportrepresentative via online Chat to resolve your questionsefficiently. Note that Chat is available to Platinum andGold support contracts only.Gold support planOur most popular support plan, Gold is best forcustomers who are established in their day-to-dayoperations, yet still want the benefits of a livesupport specialist.Service plan overviewSoftwarePlatinumGoldBusiness hours telephonesupport After-hours support* Support service plan overviewand requirementsEagle Customer Portal Online case submission To assist our valued customers in receiving the maximumbenefit and return on their system investment, Epicorpolicies are aimed at ensuring we are positioned toprovide the needed support. Customers on an activesupport contract are also provided software updates(typically one to two releases per year), software fixes/patches, and enhancement options. There may be apurchase price associated with some applicationsand enhancements.Customer call-back responsetarget2–4hours4–6hoursPriority call routing Specialist call handling Eagle Chat (web chat) Eagle Community forum Support service planoptions—softwareComplimentary webinars Early access to new softwarereleases Assigned customer advocate Platinum bypasses Tier 1and goes directly to Tier 2support XXChathours are Monday through Friday,6:00 a.m.–5:00 p.m. Pacific Time—chat hours mayvary on recognized holidays.Epicor provides online and telephone support methodswith all support service plans. We require the systemserver and all software in use be included on the supportplan. The following describes our plan options andcorresponding response times targets.Platinum support plan*Must be prearranged.Platinum is aimed at providing the timeliest supportoption to our customers. Platinum is best for our newerEpicor customers during their critical ramp-up phase, forlarger accounts with more complex business needs, andthose who have more time-critical support requirementsor are expanding Epicor application utilization.3

Customer Services OverviewEagle hardware servicesOur highly trained team can be your one-stoptechnical resource for hardware installation and service,networking, and security. You are able to leverageextensive Epicor IT resources to supplement your ITstaff(em dash)and our team offers the following services:Internet security servicesOur unified threat management programs, likeWatchdog, can provide the latest technologies to enablea secure computing environment and help keep yourbusiness safe and running smoothly.Network monitoring servicesLet Epicor monitor and protect your IT infrastructure. Ourcustomized services include identifying system problems,initiating repairs, and providing increased systemavailability to your business.Mail-in/exchange hardware serviceExtend the life of your IT investment and reduce your totalcost of ownership through the reliable mail-in/exchangehardware service. You can exchange hardware from oursupport pool to minimize downtime. For non-vexchangeitems (no support/swap pool offering), we may offerrepair service options.Installation servicesQuickly accomplish your installations utilizing our customfactory-integration services. Our solutions are designedaround Dell and IBM computer solutions, and employconfigured hardware, software, data migration, and onsite installation options.Hardware support service planoptions overviewStandard/on-site contractStandard/On-site Contract includes all labor, travel,and parts. It includes on site assistance support,troubleshooting, and repair for covered items.Standard/On-site Contract service does not includecoverage for moving items, changing setups (e.g., IPaddresses, ISP changes, data manipulation, training, etc.)that are non-standard service activities.Standard Service items will reflect “Platinum or Gold asapplicable on your monthly support invoice beside theitem. There is a monthly support fee per item (unlessunder prepaid period). On site assistance travel is includedwith Standard On-site Service for covered services.On-site per incidentAll labor, travel, and parts are billable. Reflects “On SitePer Inc” beside item on your monthly support invoice. Youare not billed a monthly support fee. You are billed “perincident” if you request Epicor service for that item.Exchange contractAll labor and travel are billable. Covers replacement unitexchange only (no services). Reflects “Mail In” beside itemon your monthly support invoice, and is billed as a monthlysupport fee per item (unless under prepaid period).Exchange per incidentAll labor, travel, and parts are billable. Reflects “ExchgPer Inc” or “Overnight Ex Per Inc” beside item on yourmonthly support invoice. You are not billed a monthlysupport fee. You are billed “per incident” if you requestEpicor service for that item.Under all hardware support plans, the system server/CPUand all resident add-on boards must be covered and atthe same support service plan level as your software.All additional hardware products (peripherals) areoptional support items based on your business needs,unless there is a stated requirement for hardware supporton an item based on a dependent software application.An example of this stated requirement is for high-speedintegrated credit card processing and Watchdog services.In these examples, the SonicWall hardware must be onsupport unless an exception is agreed upon between youand Epicor.Hardware peripherals have a variety of repair options(varies per item) including On-site Repair, Mail in/ExchangeContract, or Mail in/Exchange Per Incident. Exchangeprograms provide a replacement from a “service pool,”thus reducing replacement time.Initial hardware warranty periodDuring the 90-day hardware initial warranty offered onall new hardware purchases, travel and repairs would becovered for items with on-site service options (e.g., Onsite Per Incident and Standard/On-Site ContractSupport). Exchange items considered repairable, yet onsite travel were required, travel costs are billable duringthe warranty period.Extended warranty/prepaid supportMost hardware items can include the additional purchaseof an extended warranty/prepaid support; those itemsare placed on standard support (Exchange or On-Siteofferings vary based on type of hardware) with nomonthly support fee during that warranty period. Laborand travel charges would follow the selected coverage asoutlined above.4