Epicor Prophet 21 Support & Managed Services

ESS Prophet 21 support covers everything involved in running P21 day to day: issue triage and resolution, configuration and business-rule help, report and integration fixes, performance tuning and stabilization, user questions, and proactive maintenance. We support standard Prophet 21 functionality plus the customizations and integrations already in your environment — whether ESS built them or someone else did. Coverage spans the whole distribution ERP footprint, from order entry and purchasing through inventory, financials and warehouse operations. Backed by a dedicated team with 25+ years in wholesale distribution and 100% client retention, support also feeds continuous improvement: recurring issues become enhancement candidates rather than permanent tickets.

ESS works to severity-based SLAs — response and resolution targets that scale with business impact, from P1 Critical (production down, business stopped) through P4 Low (questions and minor requests). A P1 issue targets a one-hour response with continuous effort until Prophet 21 is restored; lower severities carry proportionate targets. The table on this page is representative: your actual SLA — including the coverage window and resolution commitments — is tailored to your support agreement and tier. This structure means a down P21 system never waits behind a report question, and your team knows exactly what to expect at each severity level. ESS defines the right SLA mix with you when scoping your support model.

Yes — standard coverage is 8×5 business hours, with 24×7 available for critical, production-down issues. ESS delivers this through follow-the-sun P21 support: an onshore US team plus our India office, so urgent problems are picked up across time zones and routine work keeps moving overnight. For a wholesale distributor, an ERP outage means orders stop shipping — which is why P1 issues get continuous attention until Prophet 21 is restored, regardless of the hour. The right coverage window depends on how critical P21 is to your operations; many clients run 8×5 with a 24×7 critical safety net on top. ESS recommends the right coverage tier during support onboarding.

Yes. ESS regularly takes over and stabilizes P21 environments implemented by others. Onboarding starts with an assessment of the current state — configuration, data quality, customizations, integrations and open issues. We then clean up what's causing pain, document the environment thoroughly, and transition into steady-state Prophet 21 support with severity-based SLAs. Inherited systems often carry years of undocumented changes, so that documentation step matters: it's what turns firefighting into managed services. Distributors typically come to us mid-life on their ERP, after an implementation partner moved on or in-house expertise left. There's no penalty for history — ESS meets the system where it is and improves it from there.

Yes. As part of onboarding, ESS reviews and documents your existing dynachanges, web visual rules, business-logic extensions and integrations so our team can support them confidently — and we improve or replace the ones causing problems. This matters because most mature Prophet 21 environments carry years of P21 customization built by different hands, and undocumented changes are a common source of instability and upgrade pain. Our engineers work with these extension mechanisms daily, so reverse-engineering someone else's work is routine rather than exceptional. Where a customization is fragile or fights Epicor's supported framework, we'll recommend a supported replacement instead of patching it forever — keeping your ERP stable and your upgrade path clear.

ESS offers five pricing models so support matches how you actually consume it: break/fix time-and-materials for occasional issues, a prepaid block of hours drawn down as needed, a tiered managed-services subscription with L1–L3 tiers and defined SLAs, full application management (AMS) where we run Prophet 21 end to end, or a dedicated team of named ESS resources embedded with yours. Most distributors land on a blend — for example, a block of hours plus a 24×7 critical safety net. We recommend the right mix based on ticket volume, in-house skills and how central P21 is to your distribution operations. ESS scopes support pricing in a short discovery call.