Epicor Support, SaaS and hosting terms are the parts of Epicor’s contract framework that govern maintenance of perpetual software, the term-based SaaS Services and Subscription Products, and Epicor-run hosting. The Master Customer Agreement (MCA, dated 2026-07-30) sets the general rules. It defines Support as “Product-specific maintenance, helpdesk, and support services provided according to Epicor’s current support policy as specified in Epicor’s ‘Application Support Statement of Services.’”[1] Service levels for cloud products come from a separate Service Level Agreement. The MCA makes the service credits in that SLA the “sole and exclusive remedy” for breach of it.[1] Services Specifications describe each hosted service. The 2019 BisTrack specification says that if a term in the Specification conflicts with the Agreement, “the terms of this Specification will control”.[2]
Editions
| Offering | How Support works | Source |
|---|---|---|
| Perpetual Products | Separate annual Support subscription | MCA s.3.4.2[1] |
| SaaS Services and Subscription Products | Support provided during the License Term | MCA s.3.4.1[1] |
| Single Tenant SaaS | Application Support for Epicor applications included | Services Specification[2] |
| Single Tenant Hosting of a perpetual licence | Application Support “separately available” and recommended | Services Specification[2] |
| Customizations | Customization Support, subscribed separately | MCA s.3.6[1] |
| Third-Party Applications | May follow different terms in the Third-Party Applications Addendum or Order | MCA s.3.5[1] |
Metrics
Support fees for perpetual products are annual fees under the Order. The MCA does not publish a percentage or a base for them.[1] In single-tenant hosting, the specification adds two per-user monthly charges. “Microsoft Office can be hosted for an additional charge per user, per month”, and “additional Active Directory users, above the threshold defined in the Epicor sales Order, can be added for an additional charge per user per month” (Hosted Active Directory user, Hosted Microsoft Office user).[2] Catalog proof: Hosted Active Directory users above the Order threshold cost extra.
Counting / floors
Support term for perpetual products. “Support for Perpetual Products is provided on a subscription basis.” It starts when Epicor first ships or electronically delivers the product and ends “12 complete calendar months thereafter”. It then renews for one-year periods at the Order rates or, if none are stated, the rates then in effect. Renewal happens unless either party gives written notice of non-renewal at least 90 days before the period ends.[1] Catalog proof: Perpetual Support renews yearly unless cancelled 90 days ahead.
Payment and co-terming. “Support Fees are payable annually in advance”, and “Epicor may withhold Support while any Support Fees remain overdue”. Perpetual Products added during the term join the existing subscription, with prorated fees.[1] The MCA has no clause allowing customers to drop Support on part of an installed base. Catalog proof: Support fees are paid annually in advance and may be withheld if overdue; Additional perpetual products join the existing Support subscription.
Term products. “Epicor provides Support for SaaS Services and Subscription Products during the License Term.”[1] Catalog proof: SaaS and subscription Support runs with the License Term.
Renewal and early exit. “Orders shall automatically renew for additional periods and at the Fees as specified in the Order”, under the MCA in effect at renewal. If Epicor terminates a SaaS Order for the customer’s uncured breach, or the customer terminates without a right to do so, the customer pays “any unpaid SaaS Services Fees covering the duration of the SaaS term”.[1] Epicor may suspend SaaS Services when undisputed fees remain past due 30 days after written notice.[1] In the hosting specification, Epicor reserves “the right to increase prices once per year except to the extent set forth in the Agreement”.[2] Catalog proof: Orders renew automatically under the then-current MCA; Early SaaS termination leaves the remaining SaaS fees payable; SaaS may be suspended for undisputed fees 30 days past notice; Hosted service prices may rise once per year.
Virtualization & partitioning
In single-tenant services, Epicor supplies the infrastructure. The specification lists “Servers (physical or virtual)” and “Software licensing (e.g. operating system, Terminal Services, SQL Server)” among the infrastructure resources. Application maintenance includes checking, “where appropriate”, that Microsoft OS licensing “is valid and up-to-date”.[2] Customers have no administrative access to Active Directory, the Windows servers or SQL Server, and “An SDK is not approved for use in Single-Tenant hosting or SaaS”.[2] Catalog proof: Hosting includes Microsoft infrastructure licensing; SDKs are not approved in single tenant hosting or SaaS.
Cloud / BYOL
Hosting perpetual licences. Single Tenant Hosting is the route for running an existing on-premise or perpetual licence in Epicor’s data centre. The specification “strongly recommend[s]” that hosting customers also subscribe to application Support. It states that Epicor “is not responsible for Service issues that arise from your failure to subscribe to application Support”.[2] Optional disaster recovery has its own term, matching the hosted or SaaS solution, with 100% of the initial-term fees payable and annual automatic renewal.[2] Catalog proof: Application Support is included in single tenant SaaS but separate for hosting.
Leaving SaaS. Epicor makes Customer Data available “in machine-readable format upon Customer’s request if made within 30 days following termination or expiration of a SaaS Term”. After that, retrieval is at time and materials cost, and Epicor may delete the data.[1] Catalog proof: SaaS customer data is returned on request within 30 days.
Programs
- Trial Services. “SaaS Services offered as-is on a trial or controlled release basis”. They “may only be used by Customer on a non-production basis during the specified trial period”. The customer must stop using them when the trial ends.[1] Catalog proof: Trial Services are for non-production use only.
- Microsoft Embedded Maintenance. Entitles the customer to new versions of certain Microsoft software supplied by Epicor, under Microsoft’s policies.[1] Catalog proof: Microsoft Embedded Maintenance gives new Microsoft versions.
- Customization Support. Available separately for Epicor-built Customizations, under the Customization Supplement. Epicor is not responsible for defects that result from not subscribing to it.[1] Catalog proof: Customizations need separate Customization Support.
- End of life. “Epicor may discontinue certain Products, features, functionality, or support upon no less than 180 days’ prior written notice”. It continues them under the Documentation “for the remaining term of the applicable Order”.[1] Catalog proof: Epicor may discontinue products or support on 180 days notice.
- Third-Party Applications. These are usable “only in conjunction with Epicor’s proprietary Products” unless stated otherwise. Epicor gives no warranty or indemnity for them, and may discontinue them on 180 days’ notice with a corresponding fee reduction.[1] Catalog proof: Third-Party Applications may only be used with Epicor Products; Third-party applications may be discontinued on 180 days notice.
- Consulting Services. Charged on a time and materials basis by default and payable within 30 days. The customer has 90 days to report a nonconformity for re-performance.[1]
- Automotive data services. Information Services such as PartExpert, and Connectivity Services such as the Epicor Parts Network, are governed by their own supplements when an Order lists them.[1] Catalog proof: Automotive data services carry their own supplements.
Out of scope
This page does not cover the content of the Application Support Statement of Services, the current Service Level Agreement (uptime commitment and credits), the Services Specifications for Kinetic, Prophet 21 and Eclipse cloud offerings, or Epicor support lifecycle policies. These documents are published on epicor.com and could not be read when this page was written.