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Do you pay separately for documentation from a partner?

John Kitsmiller

We first started with SugarCRM in 2018 and worked with a partner, MasterSolve. They were recently acquired by and Faye BSG.

Over the last few years MasterSolve did a few customizations for us.

Recently, our Sugar Sell upgrade ran into a problem with a customization.

This prompted me to reach out to our CSM, , to find out if I could get documentation on the customizations.

Yesterday I was told that if I wanted documentation, I would have to pay for that.

Really? Pay for the documentation for the customization I already paid for?

So... do you, or would you expect, to have to pay for documentation separately from the customization?

Not sure if this plays into it, but I also recently decided to do a partner change from Faye BSG.

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    John,

    I’m sorry that you’ve had this experience.  There may be a disconnect.  We’re happy to provide you with any existing documentation related to work that has been completed.  If additional documentation is being required I would happily work with you to figure out a solution that makes sense.

    You can reach me directly at adrian.boerstra@fayebsg.com.

    We’ve enjoyed supporting you through MasterSolve over the past few years, and would be happy to work with you to any reasonable resolution given the opportunity.

    To be clear Faye never charges for the same work twice.  This is neither our practice or policy.

  • 0 Sugar Employee Badge in reply to Adrian Boerstra

    Well, here is the answer I received yesterday. Not only am I told I will have to get a quote, but that most clients don't request documentation. Really? People don't care about documentation?

    I will send you an email.

    "We don’t provide documentation on logic or customization unless requested, most clients don’t ask and aren’t interested in the extra billable time it takes to draft that up. If your  interested I can put a request into the delivery team for that."

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  • 0 Sugar Employee Badge in reply to Adrian Boerstra

    Well, here is the answer I received yesterday. Not only am I told I will have to get a quote, but that most clients don't request documentation. Really? People don't care about documentation?

    I will send you an email.

    "We don’t provide documentation on logic or customization unless requested, most clients don’t ask and aren’t interested in the extra billable time it takes to draft that up. If your  interested I can put a request into the delivery team for that."

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