Alisa,
Did parttrap services ever resume working for you?
We arenât using parttrap - we did get our read only database running again that same day (Tuesday). I was just saying it seemed likely there could be the same underlying issue. In our case its a script they have to run every so often to fix a problem with statistics. Its a known MS issue with replicated databases.
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I guess we are lucky again! Anyone also having performace issues today?
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Theyâre doing midday maintenance again according to their status pageâŠupsizing a SQL Server cluster, said to be a small subset of customers.
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Our plant has been âdownâ pretty much all morning. Unauthorized errors when logging in, up to a minute wait time to add a line, screens crashing and general errors doing normal things. Since they announced the maintenance it seems to have sped up for us. Unfortunate though as we are currently at Insights.
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I predict a crowd of angry customers at the Cloud kiosk in the Solution Hall.. or itâll just be me. Either way theyâll get an earful.
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We been on the same boat since last monday!
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That makes 2 of us!
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Maintenance complete. Hope no one was negatively impacted and that the remaining issues are resolved.
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Weâre back up and running now. 3 orders put in since 5am EST⊠Great monday.
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Just when you thought it was safe. We are down again.
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These short notice events are a new thing. Friday Night 5:50pm Hey were going to be down tomorrow morning for an Hour or so, just a small hiccup. Hope this is not the new norm.
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Us too
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This is incredibly bad!
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Epicor right before / during insights
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Yeah, I just had a go-around with âsupportââŠmade the mistake of asking for a datafix to address a bug in the system. Good times. Aside from the noontime nugget of a SQL cluster upsizing, thereâs nothing new at the status site.
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From Chat GPT:
If a cloud ERP supplier has recently executed a poor upgrade resulting in data corruption and downtime, the upcoming user meeting in Las Vegas becomes a crucial moment for damage control, trust rebuilding, and reestablishing leadership. Hereâs what they should do:
1. Acknowledge the Problem Transparently
- Lead with an apology. Open the meeting or keynote with a senior executive acknowledging the failure.
- Take responsibility. Donât downplay or shift blame. Admit the specific issues: data corruption, downtime, customer impact.
- Provide facts. Clearly explain what went wrong (without too much technical jargon) and how it happened.
2. Share the Recovery Plan
- Outline whatâs been fixed. Be specific about actions taken to correct data, restore services, and prevent recurrence.
- Discuss compensation or support. If credits, service extensions, or support enhancements were (or will be) offered, make that clear.
- Show timeline and milestones. Walk through whatâs been done and whatâs left to do to return to full stability and trust.
3. Highlight Lessons Learned and Changes Made
- Talk about process improvements. Share how testing, rollback planning, and QA will be enhanced.
- Introduce new roles or oversight. If new leadership or quality control has been added, say so.
- Present new transparency measures. Consider publishing upgrade schedules, changelogs, or improved communication channels.
4. Focus on the Customers
- Host listening sessions. Let users share feedback, frustrations, and suggestions. Facilitate breakouts for open discussion.
- Create a recovery partner council. Include affected customers in beta testing, upgrade reviews, or quality checks.
- Provide support presence on-site. Offer one-on-one help or private sessions with engineers or data specialists.
5. Reaffirm the Vision â Carefully
- Balance humility and confidence. Share the roadmap for the product but tie it directly to stability, customer value, and reliability.
- Avoid hype. Donât roll out flashy features without first emphasizing quality and resilience.
- Invite the community. Show how customer input will directly shape the ERPâs future.
Tone and Messaging Guidance
- Be human. Use honest, non-corporate language. Customers are likely frustratedâacknowledge that sincerely.
- Stay open. Avoid defensive answers during Q&A. If something is still being investigated, say so.
- Close with commitment. Make clear that rebuilding trust is the top priority.
They should really provide a bigger room and popcorn to the cloud sessions this week, they are going to be a show if any current users are in the crowd mixed in with potential customers. Oh yeah and we need to hear more than a 50min session, just saying.
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We got a 12:54 AM notice this morning.
Kinetic Americas - SQL Americas is scheduled for a failover, placing the cluster back on its preferred node for management purposes. During the failover, a minor blip (a few seconds to a minute) in connectivity may be experienced. Only a small subset of customers will be affected.
From: Tuesday, May 6th, 2:00 AM CST To: Tuesday, May 6th, 3:00 AM CST
The system will be partially unavailable during this time.
An all-clear message will be posted when this maintenance is complete.
At this point, If Iâm only getting a 1 hour notice I would prefer not to be told at all.
We seem to have lost all planning and stability.
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