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Support status for 'customised' solutions

Thread began 6/12/2010 12:51 pm by neilo | Last modified 6/16/2010 10:10 am by neilo | 846 views | 4 replies

Ray BorduinWebAssist

We will continue to give advice on this forum as we have in the past. We just can't take responsibility for issues and elevate them to support incidents to work directly with engineers. This public forum policy has not changed. International support is not a feature in Powerstore currently, so adding it isn't directly supported.

We have always said that the purchase of the solution doesn't include customization. We take responsibility for installation, but once you hand edit the code to add features, you can't hold us responsible for fixing them (unless you are using an advertised feature of an extension to add that feature).

We'll give advice here as we have before for adding new features, or someone else from the community will, but if you have an issue following it, it really isn't our responsibility... we are still going to try to help.

The problem is that we sell some solutions to non-developers that try to take on developer tasks, then say we are responsible for making sure they are successful. Neil is just clarifying that we are not. Him creating a manual to help people do that particular task had blurred the line, but this is not really a change at all other than him taking down that one tutorial in order to prevent that false expectation.

This is and has been a support policy forever. This is a non-event in terms of changes to our response here in most cases. We will continue to give advice and you can continue to ask direct questions that will be answered on this forum.

In your example, we would still give the advice on adding the field just as we have before, but if you were unsuccessful for any reason we would not escalate it to a support incident for one of our engineers to look into with you over the phone, and you could not tell us that we had to fix it for you because we say it is supported.

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