Epicor 9 and Vista/Vantage 8 Phone Support Menu Tree

With so many modules to choose from, navigating the Epicor phone support menus can be a daunting task. A full listen through all of the options takes almost 3 minutes!

Here’s a textual representation of the phone trees for my reference and yours. Should be accurate as of October 12, 2011. If I detect a significant change in the menus, I’ll try and update this. A Google search doesn’t return the actual support phone numbers, so I’ll leave those behind EpicWeb, but I’m sure that everyone knows what number they call.

Common Options

  • * (star, asterisk) – return to the main menu from a sub-menu
  • # (pound, hash) – repeat options on the main menu
  • 0 – repeat options on a sub-menu
  • You can also leave a message for support after any of the menus.

Epicor 9

  •  4 – System Down Issue (No users can login into your live environment or completely unable to use the software)
  • 1 – Production Issue
    • 1 – Estimating and Quote Management, Sales Management, Customer Shipping and Receiving, Field Service, Customer Relationship Management, Production Management (including MES (Manufacturing Execution System), Work Management, and Jobs)
    • 2 – Product Data Management (including Bill of Material and Routing), Engineering Changes and Revision Control, Supply Chain Management (including Purchase Management, Quality Assurance, Inventory Management, Advanced Material Management, Vendor Shipping and Receiving, and Warehouse Management)
    • 3 – Advanced Production Modules (including Product Configurator, Scheduling, Advanced Planning and Scheduling, and MRP (Manufacturing Resource Planning))
    • 4 – PLM (Product Lifecycle Management)
    • 5 – IQS or Advanced Quality Modules
  • 2 – Financial Issue
    • 1 – Accounts Receivables (AR) and Accounts Payables (AP)
    • 2 – General Ledger (GL) and Posting Engine, Cost Accounting, WIP Reconciliation, Capture Post Process, and Epicor Payroll
    • 3 – Third-Party Products (including Open4, Payroll, and Human Resources)
  • 3 – Technical Issue
    • 1 – Installation, Upgrades, Performance, Replication, Database, or Admin Console
    • 2 – BPM (Business Process Management), BAM (Business Activity Management), Crystal Reports, or Printing
    • 3 – Demand Management and EDI (Electronic Data Interchange), Win2Web Client, Sonic, Connect, or Pyramid
    • 4 – Tools (including Customization, Personalization, Business Activity Queries (BAQ), Dashboards, or Styles and Themes)
    • 5 – Third-Party Products (including Service Connect, PLM, IQS, Open4, APM (Advanced Print Management), Altec, and others)

Vista/Vantage 8

We’re currently running Vista 8, and technically there’s a separate number listed for Vista versus Vantage users, but the menus sound the same, and from what I can they route to the same people. I always call the Vantage support number.

  • 4 – System Down Issue (No users can login into your live environment or completely unable to use the software)
  • 1 – Production Issue
    • 1 – Sales Processing Modules (including Orders, RMAs, Security, Shipping and Receiving, MES (Manufacturing Execution System), and CRM (Customer Relationship Management))
    • 2 – Production Processing Modules (including Quoting, Engineering and Jobs, Purchasing, Inventory, Quality Assurance, Advanced Inventory Management, and Advanced Material Management)
    • 3 – Advanced Production Modules (including Product Configurator, Scheduling, Advanced Planning and Scheduling, and MRP (Manufacturing Resource Planning))
    • 4 – PLM (Product Lifecycle Management)
    • 5 – IQS or Advanced Quality Modules
  • 2 – Financial Issue
    • 1 – Accounts Receivables (AR), Accounts Payables (AP), General Ledger (GL)
    • 2 – Cost Accounting, WIP Reconciliation, Capture Post Process, and Epicor Payroll
    • 3 – Add-On Modules (including Open4, Payroll and Human Resources)
  • 3 – Technical Issue
    • 1 – Installation, Upgrades, or Database Performance
    • 2 – Crystal Reports or ODBC (support has told me personally that BPM issues should go here as well)
    • 3 – Tools (including Sonic, Customer Connect, Mobile Connect, or Sales Connect)
    • 4 – Customization, Personalization, Dashboards, and Business Activity Queries (BAQ)
    • 5 – Third-Party Products (including Service Connect, CorVu, PLM, FRX, Open4, APM (Advanced Print Management) and others)

Leave a Reply

Your email address will not be published. Required fields are marked *