Do Customers Have Implicit, Unspecified Right to Documentation?

Subject: Do Customers Have Implicit, Unspecified Right to Documentation?
From: "Jason A. Czekalski" <topsidefarm -at- mva -dot- net>
To: TECHWR-L digest <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Thu, 23 Mar 2000 08:13:20 -0800

"Joe" <jsokohl -at- eudoramail -dot- com> wrote:
Hi all,
Here's the situation:
* Custom software for one client.
* Contract does not specify documentation of any sort...nor does any
project plan.
* Customer now feels he should not have to pay extra for documetation.

I have created a proposal to do info
planning/specifying/creating/delivering. I am reluctant to say whether
users get online help (and whether it is context-sensitive or not),
printed procedures, reference manual, quick-ref guides, until I perform
info planning...and can specify the library. Same with systems doc.
Client says, "We expect 'normal' documentation to be implied in the
delivery of software." When pressed what "normal" means, client says,
"Oh, you know, admin guide, user's guide, c/s online help...Word
documents and stuff."

Comments would be most appreciated!

Thanks,
joe

Generally, the customer only gets what is specified in the contract.
However, a poorly written contract can leave a lot open to
interpretation.

This is definitely one to discuss with your attorney.

Jason





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