Well hopefully it is like last time, and it’s an error:
But I got this email yesterday.
EpicWeb still says November 2026.
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I got it as well. I assumed it was just another error on their part.
Assumed the same. Just another botched email. Add it to the list.
Probably will get a correction email soon. Like last time.
And it’s not like they actually fix anything on active support anymore. There’s not much difference between active and sustaining.
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I figured I ought to tell the CAM, so I did… and he is on PTO today apparently.
I do wonder what it does get you to be active vs. sustaining.
I am not trying to start a 
- it’s an honest question!
But in a practical (not cynical) sense, they do not seem to fix/patch anything beyond (N-1) releases ago.
Still, we try to stay at least in that Active window.
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As per KBKB0040079 you can find out the definitions in your account along with what they consider your account to be.
This is what mine shows (2024.1):
From memory the big loss is phone support, you have to create tickets on the web, they will still do phone/screen share session, you just can’t log a new ticket over the phone.
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Data fixes… if they agree to send you one, they are useful.
Upgrades… This makes no sense, right? The way to become Active is by upgrading… from a Sustained product. So can’t all paying customers upgrade, regardless of status?
I wonder if 2025.2 will remain longer. Many of us will stick to it due to Classic for a while.
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Yeah, I’ve never experienced not getting updates on Sustaining Support, especially since the most common fix is ‘upgrade to current’. AFAIK so long as you are current on your maintenance you get access to upgrades, you could still be running Vantage and if you have kept your maintenance up to date you can jump through all of the hoops to 2025.2.
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I’m not starting a either. Or just piling onto Epicor.
I was stating a fact. More often than not Epicor isn’t providing fixes for active support versions. They will say only fixed in 25.2, etc. And support just says upgrade if you need the fix.
Ha, I assume that should say “not starting,” and no I did not at all take it that way. I just wanted to say that I was not trying to lead it in that direction either.
Yes. thank you lol
I didn’t know they still had that for any level of support. 
Interesting.
I did ask that same question (“what’s the difference between active and sustaining support”) in the other big thread. But I didn’t really get an answer either. I would like an actual answer as well.
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Yes, if you are on active version you can call in and create a ticket, I haven’t done it in quite a long time as I usually find I need to upload photos, videos, etc to show the issue so I just go straight to the web. In addition, according to the information provided in that image for Sustaining Support P1 level tickets (System Down type thing) you can still call in as well, that would probably be the only time I would call personally.
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They dont read anything you submit, and will ask you 2-4x to give them screenshots, despite you attaching them, clear as day.
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I wouldn’t count on it.
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@hkeric.wci While true, I was hoping to avoid the Support-bashing here…
But to your point, phone interaction is preferable, and the ticket system does make one wonder why we try to explain ahead of time.
Like there are times at work that I will email a screenshot or Excel doc, and then call the person to explain it.
But the analogue is not there with Epicor - if you start with an online ticket, you will not likely get your assigned rep on the phone if you call after that.
To bring that back full circle, what’s the advantage of being “Active” then?
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I think more than anything else this is kind of a legacy distinction, from back in the day when they would issue custom fixes (not just data fixes), At some point after 10 they stopped doing that though they have still issued hot fixes which are about as close to those custom fixes as you get now. If you were not on an active version they wouldn’t even consider creating a new fix, though you could get an existing one if it existed.
In the modern era I’m not really sure there is much of a difference TBH.
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I just heard from Support… here is their response:
Incorrect dates corresponding to 2024.1 were in our system and a subset of our 2024.2 customers were incorrectly notified that their version is moving to sustaining. The message should have only been for our 2024.1 customers. 2024.2 moves to sustaining on Nov 14, 2026.
Hope this clears things up.
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