Hi Paul Back to a question where i can find no convincing answer ? Why does the customer have to pay for a fix that was created by a deliverable that was applied to fix an issue? We have 3 cases which we can prove were created by a previous deliverable and were identified later on. These are still pending as we are on restricted support. The LCS numbers have been shared with you. regards
Dear Paul I do not comprehend how you can force a customer to pay for getting a bug fix when they are under restricted support. As you mention the chances are slim for a bug to be identified but when they are identified and the customer is affected in the current version they are using they should not have to pay for any bug fix. In fact you should reward them for identifying a bug when no one else did. In addition bugs or issues created by previous deliverables under restricted support should be addressed at the cost of IFS Global Support. We are not talking about new features but on bugs that have been identified and are affecting the business and when we pay Annual Maintenance.
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