After reading some of the posts and comments I have to say that I'm
pretty divided.
My question would be does this "fix" benefit anyone but you?
If it is a fix that they can roll out to other customers - which they
may do without you knowing, then they should probably cover the cost of
the fix. However if the only person to benefit is you then it is a bit
harsh to believe that they are responsible, unless the purposefully
broke your "fix" knowing that you'd have to pay for the patch.
It might be a good time to examine your service contract in detail.
Alister Christie
Computers for People
Ph: 04 471 1849 Fax: 04 471 1266
http://www.salespartner.co.nz
PO Box 13085
Johnsonville
Wellington
Jeremy Coulter wrote:
Hi All.
We have a situation here at my day job, where we use a 3rd party
vendor for our CMS product.
We stumbled onto a problem some time back with the search
functionality, where Coldfusion'd (which the CMS is based on) search
basically threw a fit and died because our site was so big.
The vendor then wrote a fix for us, and since it was neither our fault
nor theirs, we agreed to pay for fix from them for their product at
cost...fair enough, Coldfusion was the real problem.
Anyway, we have recently upgraded to the latest version of their
product, and now the custom search code does not work, and they waht
to charge us for fixing the problem.
Now, to my mind, when I do say a custom report and I change something
in the exe and release a new version, and it breaks their custom
report, its up to ME to fix it, and not for the customer to be charged
for it.
So in the ace with our CMS vendor, what doe people think? Am I right
in thinking that it should not cost us anything because "they"
essentually broke it and never tested our custom search etc. ?
OR should we pay?
Jeremy
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