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How to structure configuration changes/fixes
In the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the lack of needed features in our products. Due to the complexity of those configurations, they are error-prone. Sometimes the configurations are incompatible with the new product versions, and sometimes minor errors have not been identified in the testing phase in the first place.
I have two questions regarding fixing these configuration errors:
- Would you consider this work to be billable or free of charge for customers
- Which would be the right team to perform the fixes (support, project delivery, change delivery, dedicated team for these, or something else)