Agreed, no details on what the delaying factor was and usually verry little information in the maintenance announcements to begin with.
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We are on-prem, and Iâd be unhappy if everything was so opaque.
Most companies with servers that customers rely on have status pages are as transparent as they can be.
They give updates (even if itâs âweâre investigatingâ) and promise another update within an hour or less, etc. They have post-outage summaries of what went wrong (root cause), how they fixed it, and how they will prevent it in the future.
Without those kinds of communications, customers are left to conclude the provider has no idea what they are doing, that the problems will repeat, and that things were patched but no real fix was put in place to prevent it in the future.
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And when you complain to Epicor, they tell you to contact your CAM to get RCA. Then you finally get the RCA (which consumes hours of your time) and all it says is what is on the status page (which is nothing).
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My last request for an RCA resulted in a literal âwe donât know, but it works nowâ response, so I added that to my list of Epicor learned behaviors as âdonât askâ
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Our company feels so defeated. We have been with Epicor for 10 years and also have Advanced MES (Mattec) During the whole time we have been waiting for Advanced MES to be re-written. It is finally being re-written but what the point?? On premise is going away and we have been loyal. We are on premise and I am sorry but Kinetic âblowsâ. Epicor should have gotten rid of the on premise in a different manner. If they were going to get rid of on premise, why have everyone progress from Classic to Kinetic. Just make Kinetic a cloud based system and written for the cloud right off the bat. Make a clean break. This is BS and has cost all of us a lot of time and money. I realize this post is a bit late but I just a vent.
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Hey Rick, can I ask you some questions about what you know about Advanced MES and whatâs coming? Do you have insight into that?
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Update on âTarget: next weekâ items (work in progress)
Time for an update. @JenTrifty and I promised an update on some of your questions after a week (see post 383 on EpiUsers: (Epicor Kinetic Innovation Moves to the Cloud) ⌠well, we just realized we got busy, and after all the 679 posts and 13 days⌠we are late⌠but we did not forget. Weâre consolidating inputs across Product, Cloud Ops, Support, and Security/Compliance so we can respond consistently and avoid creating new confusion.
1) Customization & integration âwhat changes in SaaSâ matrix
Weâre building a practical matrix that spells out what works as-is, what typically needs refactor, whatâs restricted in managed SaaS, and the recommended patterns going forward (BPMs/Functions, BAQs/Reports, REST/integrations, UI/personalizations, printing/labels, file movement, and anything reliant on direct DB access/writes).
Reminder: Kinetic is the same product line on-prem and SaaS. This is not a reimplementationâbut some access/ops patterns do change.
2) Upgrades, hotfixes, and escalation (incl. CI/CD cadence)
Weâre documenting how we classify hotfix vs patch vs release, what to expect for timing/comms, and the escalation path for business-critical issues (including what info speeds resolution). As we move further into a monthly CI/CD delivery model, along with the Cloud Management portal, weâll also clarify how we balance faster delivery with stability, validation, and safe rollout.
3) Data ownership & options (including hybrid exploration)
Weâre outlining available export options (data + attachments), what can be automated via APIs/reporting vs what requires assistance, and what a structured transition plan looks like. Also, as Kerrie Jordan mentioned on the podcast with @josecgomez and Eric Kimberlin on LinkedIn SMB ERP at a Crossroads; on-Premise, SaaS, and the Real Tradeoffs , weâre investigating hybrid cloud options for scenarios where SaaS isnât a straight fit⌠we will share more on this in the coming weeks as that analysis matures.
Compliance note (regulated/A&D): If Epicor SaaS doesnât yet support a required regulation, weâll work with the customer on options. This may include continued Active Support availability for on-prem while compliance alignment is evaluated, achieved, and validated for cloud readiness. Also see @Vaibhavâs direct communication on this subject here: Vaibhavâs EpiUsers Post & Comments
We will continue to share more information as it is gathered. We know that these (and more) will be great discussion topics at Insights 2026.
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I talked to Amy K and Matt M regarding the RCA, and received clarification from them on the proper use⌠here was their comments after reading these posts above:
To ensure clear communication and faster resolution times, we want to outline the proper process for requesting and receiving a Root Cause Analysis (RCA) for any issue you experience.
How to Request an RCA
Please submit all RCA requests directly through EpicCare for the specific date and issue involved.
This ensures we have all the correct details tied to your case and can work efficiently on your behalf. You can do this through an existing case by adding an event requesting an RCA for that incident date, or you can log a new case using the Technical category, System Outage sub category.
RCA Delivery Timeline
In some situationsâespecially platformâlevel issuesâMicrosoft can take several weeks to deliver a full RCA.
However, under our new contract, Microsoft has committed to providing RCAs within 10 days. This should significantly improve turnaround times moving forward.
Ticket Closure Policy
To maintain accuracy and transparency:
A case cannot be closed until the RCA is attached to the ticket if that is the requested ask specifically in the case.
This ensures you always receive complete documentation before the case is finalized.
Important Note
Weâve seen some confusion about using the CAM process for RCA requests.
Please do not use the CAM route â it is not the correct path.
All RCA requests must come through EpicCare to ensure they are properly tracked and fulfilled.
I hope this helps you understand the followup process on SaaS Issues.
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I find this does not track with my experience(s). Iâve had several cased closed without resolution other than upgrade to XXX instead of a proper fix for something that was working and YOU BROKE with a required upgrade.
I also find that requesting items like upgrade KEY for MSSQL and SSRS gets closed without resolution.
Sorry if I lack belief that the above written items actually MEAN it will get done this way.
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Support does not follow this process, full stop.
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Can you explain what this means?
Already on prem âActiveâ support doesnât get any fixes other than âThatâs fixed in future versionsâ. Whatâs the difference between active and sustaining support if there are few if any hotfixes anymore?
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This particular section in my response is regaring when there is a cloud system down issue that is covered by an RCA. This is not in reference to normal support calls. Those have their own policy.
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We are still working this out⌠but the idea is that we have some aerospace customers that have certain requirements that may or may not be able to be moved to the cloud YET as we still need some adjustments to our cloud to meet heavily regulated environments. I believe what Vaibhav is saying is that if we have not worked out all the kinks, we have made it our policy to continue until we do. But I will also say that we are working to resolve those issues and (safe harbor 
) hope to have formal announcements by Insights2026.
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OMG. Just made it through the posts so far (694).
I have been talking to my CAM about moving to cloud to, hopefully, reduce my time doing infrastructure administration. I would much rather work on the ERP and improve users jobs than do yet another upgrade.
My concern is how Epicor is doing this:
- I do not have a comfortable feeling that we are getting a reasonable view of the true reliability of their cloud. I think it has already been said that they âtalkâ about 99.7% but there appears to be little ability to measure this. The last quote I had was that their RTO/RPO was 8 hours! This appears to be their way to avoid paying for an outage that has costed a complete work day. If Microsoft Azure SQL can say that no data can be lost and Epicorâs cloud could lose 8 hours of data - this appears to be a weakness in the application. This also shows that Epicor will not take ownership of the problem.
- Thanks to the diligent work of other Epicor users, we hear of back door efforts to limit customizations or reduce functionality. I know of a few cases myself where we had support tickets for two Classic screens that no longer work properly and the recommendation from support is to use the Kinetic screen. So much for an orderly transition.
- I concerned that as the deadline approaches for on-premise deployments we will see features to make administration become non-functional (or nonexistent). For example, I followed the recent copy of the documentation for the PDT tool to run it from the command line and support says that this function was removed in 2023! How many more things will I stumble upon as the deadline approaches? (or does this just point at the lack of training of support?)
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Had a good call with Michael Smith, Tracy Guille and others last week on the above and the conversation was very constructive 
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Typical communication with the cloud team. THEY opened a ticket over a month ago complaining that we were running a query âtoo many timesâ. Still to date they have not provided a) the name of the query or b) the user running the query. There are 100 users logged into the system. They have access to the servers, I donât. But somehow I am supposed to be able to figure out what the issue is? Through . . . magic? This is the response after the umpteenth request for more information on what the issue is that they identified.
And anyway, isnât the whole value proposition of the cloud elasticity? Shouldnât I be able to run a query as many times as I want and the cloud servers scale to the load? Pretty sure I saw those exact words in an Epicor cloud marketing presentation. But now somehow the load is the problem, not the lack of elasticity?
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Thatâs just ridiculous.
Support from Epicor needs to improve dramatically, and that would go a LONG way toward easing the hostility we are feeling on the on-prem announcement.
Doctors with good bedside manner get sued less for malpractice. Look it up, Epicor.
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3 posts were merged into an existing topic: Memes and 
posting from Cloud thread
Huh? Really⌠I have been using the latest version from the CLI for ages. I did just use the gui version again 2025.2 last week. I am confused⌠
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