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Yes. Helical Consulting is a certified Epicor Value Added Reseller (VAR) and implementation partner with over 10 years of Epicor delivery across Kenya, Tanzania, Uganda, Rwanda, Ethiopia, South Africa and the UAE. We hold Epicor certifications across core modules including Manufacturing, Finance, Supply Chain and Kinetic platform development.

Absolutely — this is one of the most common scenarios we handle. As a certified Epicor VAR, Helical can assume full support responsibility for any Epicor installation regardless of which partner originally deployed it. We start with a thorough system health check and documentation review before transitioning your support agreement to Helical, ensuring zero coverage gaps during the handover period.

Yes. Epicor Kinetic upgrades from versions 9, 10 and 10.2 are a core service offering at Helical. Our upgrade methodology covers: pre-upgrade system assessment, data migration and cleansing, customisation re-validation in the Kinetic framework, user acceptance testing support, training on the new Kinetic UX, and post-upgrade hypercare. We've successfully managed numerous Kinetic upgrades across Africa and the UAE with no production downtime.

Helical offers three support tiers: Standard (next business day response, remote support), Priority (4-hour response, named consultant, quarterly reviews), and Enterprise (1-hour critical response, dedicated consultant, on-site availability, monthly business reviews). All plans include a ticketing portal, WhatsApp escalation channel, monthly utilisation reports and Epicor global support escalation path. SLAs are written into the support contract — not informal promises.

Yes — our support footprint spans East Africa (Kenya, Tanzania, Uganda, Rwanda, Ethiopia), Southern Africa (South Africa, Zambia, Zimbabwe) and the UAE (Dubai, Sharjah, Abu Dhabi). We have physical offices in Nairobi and Sharjah, which means support is delivered in your time zone with the option of on-site visits when critical issues demand it.

Yes. Our Epicor development team handles the full customisation stack — BAQ reports, SSRS reports, custom Kinetic Studio forms and BPM rules, Power BI integration with Epicor data, REST API integrations to third-party platforms (Salesforce, WMS, banking), and EDI connections. All development is regression-tested against your Epicor version and documented for future upgrade compatibility.

After an initial discovery call and system health check (typically completed within 5–10 business days), Helical can go live on your support contract within 2–3 weeks of signing. For urgent situations — such as a critical production issue or an imminent partner exit — we can activate emergency coverage within 48 hours while the full onboarding process runs in parallel.