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 standard process of Customization Requests is outlined in this section to help you understand the necessary 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.
The customization request process consists of the following steps:
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.
Customization request Analysis and refining
Our delivery team analyzes your request and makes sure it has all the details and supporting documents.
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.
Our Customization Request Consultant will make a scope and cost estimation to indicate the approximate project scope and price.
If there’s a simple workaround which can save the need for a custom code, we will of course let you know.
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.
Approval of Estimation
The estimation must be approved before we transfer to request to our Product Development department for technical analysis and definition of delivery date and price of the customization.
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.
Processing time: 5 days
Once the scope and cost estimation has been signed, 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.
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
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.
At this point, 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.
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.
Processing time: 7 days
Development and test 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.
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.
User Acceptance test (UAT) and Service Delivery Receipt (SDR)
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 case is mandatory. Once UAT are 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.
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. We trust that you will do extensive testing during this period to identify any potential error.