ServicesManaged Support and Administration
Ongoing support and administration for Sugar, Epicor Kinetic, and your AI agents
- Epicor Platinum Partner
- SugarAI Premier Partner
- 100s of Epicor and Sugar implementations across the Americas
Vendor support covers product defects. It does not cover a workflow that stopped, a report that is wrong, a new field, or an agent that gave a bad answer. TCP covers all of it. And when the problem really is a product bug, TCP opens the case with Sugar or Epicor and works it to the end. You never sit in a vendor queue.
Who this is for
- You went live and nobody owns the system day to day.
- Your administrator left.
- Vendor support is slow or sends you back to your partner.
- You run Sugar and Kinetic and want one number to call for both.
What vendor support covers, and what TCP covers
| Vendor support covers | TCP covers |
|---|---|
| Product defects | Product defects, plus everything that is not one |
| Their product only | Sugar, Kinetic, Fluent agents, and the connections between them |
| A ticket queue | A named team that knows your instance |
| Fixes | Fixes, changes, testing, health checks, and the vendor case when needed |
| The application only | Specialized infrastructure support too, such as database administration |
How TCP works
Blocks of support hours
Prepaid. Drawn down for help desk, small changes, release testing, and vendor cases. Balance reported monthly.
Fixed-price projects
A health check, a performance audit, an upgrade, a new report. Quoted before work starts.
Time and materials
For open-ended work where the scope is not known yet. You can use all three.
Typical monthly work, platform by platform
For Sugar
Typical monthly work
- New fields, layouts, and list views as the team's needs change.
- Workflow and email template fixes.
- Report changes for month-end.
- Testing the next Sugar release in a sandbox before it lands.
- Cleaning duplicates and merging records.
For Epicor Kinetic
Typical monthly work
- BAQ and dashboard changes.
- Release testing before Epicor updates.
- Customization fixes after updates.
- Performance tuning as data grows.
- Print and document routing changes.
For AI agents
Ongoing agent care
- Monthly review of the questions the agent could not answer.
- Knowledge base updates when products, prices, or policies change.
- Escalation rule adjustments as your team learns what it wants.
- A monthly report: handled, escalated, saved.
- Retraining when the business changes.
Health checks and performance audits
Fixed-price, delivered as a written report with a prioritized fix list. Recommended once a year, or before an upgrade.
Health check looks at
- Configuration against current best practice.
- Unused modules, fields, and workflows.
- Data quality: duplicates, empty required fields, stale records.
- Security: roles, permissions, inactive users.
- Integration status and error logs.
- Agent performance, if you run one.
Performance audit looks at
- Slow screens and reports, and why.
- Database and instance sizing.
- Scheduled jobs and their timing.
- Integration load.
Vendor liaison
When the problem is inside Sugar or Kinetic itself, TCP reproduces it and confirms it is a product issue, opens the case with the vendor and supplies the technical detail, follows the case, pushes when it stalls, tests the fix, and tells you what happened in plain language.
You keep your own vendor login. You just do not have to use it.
Proof
An ally, not a supplier
Greenpaper
A 24/7 plant with 1,000+ employees. Hands-on through every process, after hours and weekends. The relationship moved from fixing things to solving new needs.
Read the case study
13 yrs
and still adding capability
Megaplast
Thirteen years with TCP and Epicor, and still adding new capability.
Read the case study
16 yrs
on Epicor, now running agents
Metalworks
Sixteen years on Epicor, now running Fluent AI agents on AP.
Read the case studyFrequently asked questions
Get a free system health check
TCP reviews your Sugar or Kinetic instance and sends a written report with a prioritized fix list. No obligation.