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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.

  • 0 in reply to John Kitsmiller

    Glad that we were able to get everything resolved for you, John.  

    For reference, anyone wishing to download a copy of all customizations, including the documentation created via inline comments created as per Christian's post above, the instructions can be found in the Sugar documentation at the link below.

    https://support.sugarcrm.com/Documentation/Sugar_Versions/12.2/Sell/Administration_Guide/System/#Diagnostic_Tool

    If you select "SugarCRM Custom Directory" from the list of checkboxes you can download a copy of anything that has been loaded to your custom directory.  Sugar very conveniently keeps all customizations in its own folder, and is available for download at any time.

  • 0 in reply to Adrian Boerstra

    You are correct, but no convenient way to download the installable package for those customisations.

  • 0 in reply to John Kitsmiller

    Hey ,

    I saw this thread popping up 3 times in my notifications and would not like to reply but I can't resist. I'm a former employee of a SugarCRM Partner, working in technical support and could see several types of customers.

    Working in support you must be able to speak several types of languages. Not what you think, the languages are Sales, Service, Marketing, Admin, CEO, Service Manager, Sales Manager... and that applies to both sides. I have seen so many projects in presales, after sales... becoming success and not.... you know what? this is business. All want to make money. The customer wants the cheapest project, the supplier wants the best marging. If a project becomes successfully, both sides made a good deal and trust each other.

    YOU DID NOT!

    You got what you want? I don't know! Why do you want a documentation now if you did not take care of as was a part of the project and a milestone before going live? Ask yourself!

    A good documentation describes what the software you asked for is doing. You got the software but do not have the documentation? Sorry it WAS your responsibility!

    Don't blame others here for your mistake! Doing it officially is a blame game.

    Yes it is true: you deserve the documentation but you was blind enough to take care you got it. The time you could get it was before the go live. Would have they got the deal if documentation efforts were included? I don't think so.

    Those ~1-3 days of effort on top for documentation might be too expensive for you. Have you taken care at this time? I don't think so. In case of documentation was not in, quality assurance was also not an aspected in the effort... have you asked for this and were willing to pay for? I bet you were  not. Because at this time all was about to get the solution for your pain at the lowest costs...

    In my opinion you just made a bad deal. You lost it. Thats what the business is. Sales won. I don't like those guys but they did their job. Learn your lession and kick their asses next time and

    TELL THEM WHAT KIND OF DOCUMENTATION YOU EXPECT!

    I'm sorry but this is the answear not only you deserve but everyone else need to keep in mind:

    1. If you have a pain: describe it for yourself, honest and detailed

    2. look for a service partner who understands you, describes how can help you ( documentation ) and delivers a bindingly project plan including milestones

    3. don't accept a delivery before anything both sides agreed before has been fullfilled.

    4. If money prevents to archive aboves points, you will do a bad investment

    5. Learn your lessons

    Bests

    Björn