This Epicor Commerce Connect Services Specification (“Specification”) outlines the services and services levels associated with Epicor’s delivery of its Epicor Commerce Connect (ECC) Service (“Solution”). Epicor’s delivery of the Solution is a Subscription Service subject to the terms and conditions set forth in a Master Customer Agreement or Subscription Services Addendum (“Master Agreement”) between Epicor Software Corporation, or an affiliate thereof (“Epicor”), and Customer.
Capitalized terms including without limitation “Customer Data” have the meanings given to them in the Master Agreement. For purposes of this Services Specification: “Service Infrastructure” means the hardware, operating system, database software (e.g., LAMP stack) and connectivity available at Epicor’s data center used to host the Solution; and “System” means the Solution and the Service Infrastructure.
Epicor delivers the Solution on a cloud-basis. The Solution generally consists of:
See the applicable Order for more details.
Customer’s initial monthly subscription fee for the Solution is derived from the pricing tier applicable to Customer’s annual consolidated gross income for the then most recently completed fiscal year. Except as set forth in an Order or as otherwise agreed, monthly Solution subscription fees are invoiced annually in advance, subject to adjustment as described below.
On or about each anniversary during the Subscription Services Term the monthly subscription fee will be reevaluated based on the pricing tiers determined by (i) the amount of Customer’s consolidated gross revenue for the then most recent completed fiscal year2 and (ii) the amount of online gross revenue processed through the Solution for the 1-year period then ended.3 Any pricing adjustments resulting from changes in the applicable pricing tiers will be applied retroactively to the then ended anniversary date.
Pricing is determined in accordance with the following tiers:
The Solution will be implemented and configured by Epicor Professional Services as generally set forth in the Order applicable to the Solution. All development and code work must be performed by Epicor (or at Epicor’s direction). Customer will be furnished access to the Solution Administrator console to manage site content. Customer may not customize any Solution code.
picor does not recommend changes to the Magento core modules. Customer may request that Epicor install Magento-based add-on modules on the System.
Epicor is not responsible for the detrimental impact to the Solution or System resulting from Customer’s actions contrary to the requirements or recommendations described above or elsewhere within.
Epicor, through its or its partner’s data center facilities, provides the following System Infrastructure necessary to host the Solution:
Default System Environment
As part of the initial Professional Services engagement the parties will complete a system sizing configurator to determine the initial System Infrastructure configuration. The configuration is determined, in part, based on the expected volumes of the following metrics: SKUs, business-to-business (B2B) users, business-to-consumer (B2C) users, site visitors, page views, and time spent on a page.
Epicor recommends that Customer notify Epicor promptly if Customer experiences or expects to experience any material changes to its metrics so that the parties can determine if changes to the System Infrastructure are appropriate to maximize System performance.
System Management services will (unless otherwise noted) comprise the following:
Epicor’s standard backup procedure is as follows:
Epicor will maintain System databases. Specific responsibilities will comprise the following:
As part of the Solution subscription, Epicor offers application Support for the Solution from 7AM to 7PM Central Time, Monday through Friday (“Standard Support Hours”) in accordance with the Support practices described in the Master Agreement. Application Support for the Solution also includes:
To receive application Support for the Solution, Customer may need to upgrade the Solution and/or integrated Epicor ERP system to a then current version. Further, certain Solution functionality may be limited or unavailable if Customer is not on the then most current Epicor ERP system version.
Customer may subscribe to 24x7 application support for an additional fee. With subscription, Epicor will perform the following additional Support services outside of the Standard Support Hours:
24x7 application Support does not include support for incidents involving the Epicor ERP system or database or the interface between the Epicor ERP system and Solution.
Customer is responsible to:
Epicor is not responsible for delays or System unavailability due to Customer’s failure to meet the responsibilities described above or resulting from errors resulting from Customer’s ERP system.
Uptime Commitment SLA
Epicor provides a financially backed 99.5% uptime commitment (“Availability Target”) with respect to the Service Infrastructure during each calendar month of the Subscription Services Term, excluding scheduled maintenance times.
If in any calendar month the Availability Target is not met by Epicor and Customer was detrimentally impacted, Epicor entire liability to you is to provide a service credit equal to 10% for each percentage point below the Availability Target (not to exceed 50%) of the subscription services fees allocable to that calendar month. To receive credit, Customer must request a service credit from its Account Manager within 5 business days following the end of the calendar month for which Epicor fails to meet the Availability Target. A service credit is not available if Customer is then past due on its account or is otherwise in breach of the Master Agreement. Further, no service credit is available if Customer fails to promptly implement Epicor recommendations for resolution. Epicor shall calculate any service level downtime using Epicor’s system logs and other records. No credit or reduction in fees will be applicable for any period of System unavailability that results from Customer’s failure to perform its responsibilities described herein or to otherwise implement Epicor’s advice or recommendations to mitigate or resolve System Infrastructure unavailability.
124x7 Support for the Solution is available for an additional fee.
2Customer must report a good faith estimate if it has then not finalized annual consolidated gross revenue. Customer must promptly report the finalized annual consolidate gross revenue amount to Epicor once available.
3Customer acknowledges that Epicor may access the Solution database to generate a report of Customer’s online gross revenue for such annual period.
4Except as otherwise agreed, Epicor does not support third party credit card gateways.
5The installation of “product release” Software Updates and most “version release” Software Updates must be scheduled with Epicor Professional Services and are separately chargeable.
6Epicor targets 1 hour response and 4 hour resolution times for “Priority 1 – Critical” incidents. Such targets are not intended to guaranty response or resolution times.
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