Boyum IT vertical solutions are feature rich and very comprehensive software. However, we understand that out-of-the-box solutions do not suit everyone. Our Delivery team will be supporting you in understanding your business needs and customize the software to address those requirements.
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 for enabling you, the partner, to create customization and modifications at ease.
Important note! Please understand that we cannot fulfill all customization requests. Some requests will be declined. We will let you know for each request separately based on our current delivery capacity.
Also, please make sure that as a Partner you have already analyzed the scenario, verified if there is a workaround and if it's possible to achieve the result you wish by using the B1 Usability Package and/or the B1 Usability Extension. (https://www.youtube.com/playlist?list=PL-FzlfVF_PDuqK-8TXa22p5iAnPzKxpB0). If this is not possible, please follow the procedure described below.
The customization request process consists of five distinct steps:
Step 1: Customization request Initiation
When you need a new customization done, please create a support ticket by using the Web form provided in the Boyum IT support portal at this address: https://support.boyum-it.com/hc/en-us/requests/new?ticket_form_id=360001423274. Make sure to attach to the Web form the Customization Request Template attached to this article. If the information deemed as mandatory in the change request document will not be provided, your request will not be processed further.
Step 2: Customization request Analysis and refining
Our delivery team analyzes your request and make sure it has all the details and supporting documents to be forwarded to development. If there’s a simple workaround which can save the need for a custom code, we will of course let you know.
If the request is not complete, we will send it back to you with some follow up questions. However, if we cannot complete this task or if you require assistance with filling up the request document or you are not sure what level of detail we need, we can support you. This is a billable service and there’s a minimum charge of 1 hour.
Please note that changes to the request along the process will substantially delay the processing time, therefore, please make sure the request is complete before we forward it to development for estimation.
Once the document is complete, we will send it back to you for you to sign it and send it back to us.
Processing time: 5 days
Step 3: High Level Analysis
Once the request has all the requirements documented properly, our Delivery team will forward it to our Development team for a high-level analysis. Development will go through the request to understand the scope of the work that has to be done and the implication/impact of this development on the customer environment.
Our development typically makes one of the following decisions:
- Rework – The change request will be returned to partner for additional information
- Not Accepted – The change request is denied
- Approved – The change request is approved
- Withdrawn – The partner has withdrawn the request
If approved, our Delivery team will get back to you (in the ticket) with the number of hours / days it takes to develop this request and a deadline for delivering it. In case development decides to reject the request, we will provide you with an explanation on the ticket.
Once you are given a cost, you should place the order in the Boyum Portal within 3 days. Any delay in payment, will delay our scheduled delivery date.
Once the order is placed in the portal please add to the ticket the confirmation email you receive when placing it. Not sure how to place an order in our portal? please read this article.
Processing time: 5 days
Step 4: Development phase
Once payment is received, the request is sent back to development to be coded and tested. The processing time is depending on our development capacity.
Processing time: 10-29 days
Step 5: User Acceptance test and signing SDR (software delivery receipt)
You will receive the customization as a digital delivery or a link to a downloadable file which you will need to install. You will have to make sure the application is tested from your end and by the customers within 3 days of delivery. Your sign off next to each of the user acceptance case is mandatory. Once UAT are completed with, we will send you the software delivery receipt document which you will have to sign and send back to us.
Step 6: Post-delivery issues
We provide free maintenance for the customization for 90 days. We start counting once we delivered you the customization. Any problem that are identified within those 90 days will be fixed free of charge. We trust that you will do extensive testing during that period.
The SDR (software delivery receipt) guarantees that the software related to your customization request has been delivered subsequently to Boyum IT successful internal testing and is compliant to the specs supplied to Boyum IT. Our policy on customization jobs includes a 90 days coverage of support free of charge for any bug you might eventually find since the delivery of the customization and as long as the environment where the software is installed will remain as specified on the change request document originating this development. Once this time is passed or if the environment where this software is being run is by any means changed, any support request on this customization will be classified as a premium service and will be billed on a case by case basis. So please ensure that you have received the relevant files, installed them on a test environment and run all the appropriate checks on your side.