Aloha, to pay or not

[alohasith]

Been with Aloha for around 8 years, no maintenance just pay as I go. Many times in the past I would simply pay my support invoices and never question them even though they seemed overly inflated. Kinda like hiring a lawyer. Most recently, after upgrading to the latest release, I had some issues that needed fixing that were 100% the fault of the upgrade.

The dealer of course blamed Radiant, but whatever or whoever's fault it is, what do you think would be a fair settlement for an issue like this?

I'va already paid the time for the upgrade. The dealer wants another 11 hours (totally off site, PcAnywhere and their confrences with Radiant) for their fixing the problem. The fix ended up being a file that they dropped into a folder, so I guess Radiant pretty much knew the problem existed. Any thought as to what an end user as myself should do? Just pay up or is there some shared responsibility here? Please help.

 

[Golom]

If you don't have an agreement in writing that states what functionality is to be delivered, including how the specified functionality is to be verified, then you are probably on the hook for whatever "extra" things they had to do. Putting an agreement of that sort in place is a lot of work but it's about the only way to be assured that you don't start seeing some "surprise" invoices in the mail.

Is Radiant ethically responsible? Probably ... but legally you just contracted to have the upgrade it installed ... and you didn't have a legal document that says that it must also work. Lawyers just love loopholes like that.