RE: Do customers have implicit, unspecified right to documentatio n?

Subject: RE: Do customers have implicit, unspecified right to documentatio n?
From: "Giordano, Connie" <Connie -dot- Giordano -at- FMR -dot- COM>
To: "'Jim Shaeffer'" <jims -at- spsi -dot- com>, TECHWR-L <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Wed, 22 Mar 2000 09:20:11 -0500

Jim is absolutely correct. I would suggest that you have a discussion with
your sales and marketing folks about explicitly naming what documentation is
part of the sales price, and what may be contracted for at an additional
price. This has worked to excellent effect for me in the past. For highly
customizable software, customized documentation becomes a revenue
generator--now wouldn't that make the bean counters happy?

Connie Giordano

-----Original Message-----
From: Jim Shaeffer

[snip]
In a contractual situation, the contract rules. Any assumption that
documentation is implicit in a contract is dangerous. It needs to be
explicit, otherwise the scope of work is impossible to determine and the
product is impossible to finish (the customer will want more, it's the
nature of customers to want it "free, perfect and now").
The contract should specify the deliverables.

[snip]




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