Epicor Prophet 21 Support & Managed Services
Keep Prophet 21 running at its best. ESS provides a dedicated P21 team, severity-based SLAs, and onshore + India follow-the-sun coverage — from ad-hoc break/fix to fully managed application support — so issues get resolved fast and your system keeps improving.
100% client retention and 25+ years of Prophet 21 expertise — a support partner that sticks, not a ticket queue.
Support That Fits How You Run
Pick the engagement model that matches your volume and how critical P21 is to your business.
Break/Fix (T&M)
Ad-hoc help billed time-and-materials, for occasional or one-off P21 issues.
Block of Hours
A prepaid bank of support hours drawn down as needed — predictable budget, steady help.
Tiered Managed Services
An ongoing subscription with L1–L3 support tiers and defined SLAs.
Application Management (AMS)
We run and maintain your Prophet 21 application end to end.
Dedicated Team
Named ESS resources embedded with your team for capacity and continuity.
Severity-Based SLAs
Response and resolution targets that scale with business impact.
| Severity | Definition | Target Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | Production down, business stopped | 1 hour | Continuous until restored |
| P2 — High | Major function impaired, no workaround | 4 hours | 1 business day target |
| P3 — Medium | Minor issue, workaround exists | 1 business day | 3–5 business days |
| P4 — Low | Question / minor / enhancement | 2 business days | Scheduled |
Representative targets shown for illustration. Your actual SLA — including coverage window and resolution commitments — is tailored to your support agreement.
Follow-the-Sun, So Critical Issues Never Wait
Standard coverage is 8×5 business hours, with 24×7 available for critical, production-down issues. Our US team plus our India office provide follow-the-sun coverage, so urgent P21 problems are picked up across time zones — and routine work keeps moving overnight.
- 8×5 business-hours coverage as standard
- 24×7 response for P1 / production-down issues
- Onshore US team plus India office for follow-the-sun
- We support standard P21 and your customizations and integrations
- System takeover and stabilization for inherited P21 environments
8×5 + 24×7
Critical always covered
Follow-the-Sun
US + India
100% Retention
Partners that stay
Stabilize
Inherit & improve P21
Support pairs naturally with enhancements, integration, and upgrades.
Prophet 21 Support — FAQ
What does Epicor Prophet 21 support cover?
Day-to-day P21 operations: issue triage and resolution, configuration and business-rule help, report and integration fixes, performance and stabilization, user questions, and proactive maintenance. ESS supports both standard Prophet 21 and the customizations and integrations we (or others) have built.
What are your support SLAs?
We work to severity-based SLAs — response and resolution targets that scale with business impact (P1 Critical through P4 Low). The targets shown on this page are representative; your actual SLA is tailored to your agreement and coverage tier.
Do you offer 24×7 support for Prophet 21?
Standard coverage is 8×5 business hours, with 24×7 available for critical, production-down issues. Our onshore team plus our India office provide follow-the-sun coverage, so urgent issues are picked up across time zones.
Can you take over support for an existing Prophet 21 system?
Yes. ESS regularly takes over and stabilizes P21 environments implemented by others — we assess the current state, clean up configuration and data issues, document the environment, and then run ongoing support and optimization.
Will you support customizations you didn't build?
Yes. As part of onboarding we review and document existing dynachanges, web visual rules, business-logic extensions and integrations so we can support them — and improve or replace the ones that are causing problems.
How is support priced?
Choose the model that fits: break/fix time-and-materials, a prepaid block of hours, a tiered managed-services subscription, full application management (AMS), or a dedicated team. We'll recommend the right mix based on your volume and how critical P21 is to your operations.
Get Prophet 21 Support That Sticks
Tell us how you run P21 today and where it hurts. We'll recommend a support model and SLA that fit — and take the day-to-day off your plate.