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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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  • 0 Sugar Employee Badge

    Unfortunately, what I was afraid of, is that  has chosen to tell me to pound sand on getting that documentation if I do leave them as my partner of record.

     is this really the type of partners you want associated with Sugar?

    Personally, that is just bad business.

     it seems you can't actually help as you thought you could.

    This is what I got from . He also said he is not even sure development made any notes about what they did.

    "If you pause your partner change, we could work with Sugar on your behalf to resolve the current issues, currently the Jira dump I can get you probably won’t be the most practical form to work with to see what works been done.

     As things stand now, support won’t let us work with you with this pending."

    If you have someone do anything for you - GET DOCUMENTATION!!!

    maybe you care too

  • 0 Sugar Employee Badge in reply to John Kitsmiller

    I suppose I need to be clear about something here.

    I am not asking for any code, or any IP, or anything like that.

    For example, they did this customization. KSS-21 means nothing to me. Plus I have no documentation about what they did.

    That's what I am asking for. Documentation of what the customization was, what was done, and some details that can be used if anything needs troubleshooting, or otherwise.

  • 0 Sugar Employee Badge in reply to John Kitsmiller

    Hi John, sorry to see an argument like this bloom.  Faye is a well-regarded partner and you are one of my favorite customers!  I see that is addressing this as well.  What I would expect here is any specifications and business process descriptions created in preparation for this customization.   Documentation is usually done in the code itself for the purpose of helping other programmers read and follow the code.  This is done with structured naming conventions and with the use of inline comments. See en.wikipedia.org/.../Self-documenting_code. For small customization projects, this is usually reasonable and cost-effective.  Since there is no dispute that you are being delivered the code, I would start by having a developer take a look at it and see if there is enough documentation in the code itself that they can identify where they need to make modifications.  

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  • 0 Sugar Employee Badge in reply to John Kitsmiller

    Hi John, sorry to see an argument like this bloom.  Faye is a well-regarded partner and you are one of my favorite customers!  I see that is addressing this as well.  What I would expect here is any specifications and business process descriptions created in preparation for this customization.   Documentation is usually done in the code itself for the purpose of helping other programmers read and follow the code.  This is done with structured naming conventions and with the use of inline comments. See en.wikipedia.org/.../Self-documenting_code. For small customization projects, this is usually reasonable and cost-effective.  Since there is no dispute that you are being delivered the code, I would start by having a developer take a look at it and see if there is enough documentation in the code itself that they can identify where they need to make modifications.  

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  • 0 Sugar Employee Badge in reply to Christian Wettre

    Hi I appreciate the reply. I am sure Faye is a good partner, and I appreciate you considering me a favorite customer. I know too you have to treat this carefully, and can appreciate that.

    I can't tell you if there is anything in the code, code is not my forte for sure!

    As I mentioned to Chris below, it's unfortunate this came across as "we'll help you if you pause your change of partner request". That very much makes it a petty way to hold this documentation as ransom.

    Either way, I am still committed to Sugar, and understand this is not on you.

    Hopefully my learning here will help others.