The Customization request process

Boyum IT vertical solutions are feature-rich and very comprehensive software. We strongly encourage you to use them as released by Boyum with no customizations and explore the configurability they offer to cover multiple business scenarios.

Please consider that we are continuously improving the customization tools supplied with the B1 Usability Extension within our vertical solutions (Beas Manufacturing, Produmex WMS…). Those tools are the key to enabling you, the partner, to create customization and modifications with ease.

Important note! As of November 2022, Boyum IT will accept customization requests ONLY via the Partner Portal and ONLY for Beas Manufacturing. Please look at this article for checking how to register to the Boyum IT partner portal: https://support.boyum-it.com/hc/en-us/articles/6385148189981 . Customization requests for Produmex WMS and SCAN cannot be submitted via the Boyum Portal. They might still be accepted under specific conditions and must be discussed with the channel manager assigned to your area. 

Please also consider that the Partner is the primary service provider for Boyum IT vertical products. They provide Level 1 and Level 2 support to the customer along with customization services.

Please understand that we cannot fulfill all customization requests. Some requests will be declined. We will let you know about each request separately based on the fit of your request to the Boyum IT product strategy and our current development and delivery capacity.

The standard procedure of customization requests explains the steps we take to ensure that any customization request is accurately defined to the customer’s requirements and delivered according to the quality you expect.

If you still believe that a Beas customization should be requested to Boyum IT, please continue to read this article.

The customization request procedure consists of the following steps:

Submit your request

Please create a support ticket by using the dedicated web form provided in the Boyum IT partner portal. Make sure to attach the Customization Request Template attached to this article. If the information deemed mandatory in the customization request document is not provided, your requests will not be processed.

Analysis and refining

Our Implementation Success team confirms that all mandatory information has been provided within the CR request template document.

If the request is not complete, we will return it to you with follow-up questions. However, if we cannot complete this task or if you require assistance with completing the requested document or you are unsure about the level of detail we need, we can support you. This is a billable service with a minimum charge of 1 hour. Any change to the request during the process is likely to substantially delay the processing time. Therefore, please make sure to submit a completed request.

PLEASE NOTE: any feature or functionality not explicitly mentioned at this stage of the process, will be considered OUT OF SCOPE of the change request

Our Implementation Success and Development teams make a rough estimate free of charge with a scope and cost estimation to indicate the approximate project scope and price. If there is a simple workaround which can save the need for custom code, we will of course let you know.

Important: if a customization request is valued to be outside the Boyum IT product development global strategy, it will be declined. 

Approval of Estimation

The rough estimation provides a small / medium / large / very large estimation in days, for example: small 1 / medium 3 days. Once the document is complete and a scope and cost estimation has been done, we will send the document to you to sign and return to us. The rough estimate must be approved, and a prepayment must be paid before we move forward with a technical analysis.

Technical Analysis

Once the scope and cost estimation has been signed and the prepayment fee for the technical analysis has been paid, the request will be forwarded to our Product Development department for further technical analysis (scope of the work to be done, the impact of the customization on the customer environment) and estimation of delivery date and price.

 The prepayment fee to be paid is based on the size of the customization request:

Please note that the customization process will be on hold until payment of the fee has been fully received by Boyum.

The technical analysis typically arrives at one of the following conclusions:

• Rework – The customization request will be returned to partner for additional information.
• Not Accepted – The change request is denied, along with an explanation in the ticket.
• Approved – The change request is approved.
• Withdrawn – The partner has withdrawn the request.

Quotation Delivered

Once all the necessary analyses have been conducted and the customization work has been estimated, our Customization Request Consultant makes the final estimation of total hours and total price and delivers the quotation to the partner.

Quote Signature & Purchase Order

The quote must be signed, and a Purchase Order must be placed in the Boyum Portal within 7 (seven) business days of receiving the quotation. Any delay will result in a re-calculation of the delivery date and price of the project.

Once the order is placed, please add to the ticket the confirmation e-mail you receive when placing the order.

For all projects above 8 (eight) hours, 50% of the total price will be invoiced. For all projects below 8 (eight) hours, 100% of the total price will be invoiced. Please also note that the process will stop until the payment is received by Boyum. 

Not sure how to place an order in our Portal? Please read this article.

Prices for customizations always refer to Boyum IT Solutions’ standard service prices, which you can find here.

Development and Test of Customization

Once payment is received, the customization request is forwarded to Product Development for development and testing.

Quality Control and Testing

Once the customization has been developed, it goes through two phases of quality control and testing, first by our Product Development quality team, second by our Implementation Success team. The quality control and testing is conducted against the pre-defined user acceptance criteria.

Delivery of Customization

You will receive the customization as a digital delivery or a link to a downloadable file which you will need to install. The customization is delivered via Zendesk, and the 90-day warranty period begins once we have delivered the customization, not pending on your confirmation of delivery.

UAT + Software Delivery Receipt

You must ensure that the application is tested by you and by the end-customer within 3 days of delivery. Your sign-off next to each of the user acceptance cases is mandatory. Once UAT is completed, we will send you the software delivery receipt document which we strongly encourage you to sign and send back to us.

Invoice Remaining 50%

For all projects above 8 (eight) hours, the remaining 50% of the total price will be invoiced.

Post-delivery Issues

We provide free maintenance/support for the customization for 90 days, starting on the day that we deliver the customization. Any problem identified within 90 days will be fixed free of charge as long as the customization fee has been paid in full. We trust that you will do extensive testing during this period to identify any potential errors.