One of the most common questions in the relationship between the client and the contractor is:
“We pay a subscription fee — why is there a separate invoice for this task?”
The reason is almost always the same: the parties understand different things by the word “support.” Let’s break down the boundaries in detail, with examples and a way to independently determine the category of any task.
Why support does not mean “everything included”
Subscription service exists so that the system continues to operate, users can perform their tasks, and the typical functionality remains relevant. The development of new functionality is not included in the fixed fee.
To avoid arguing about words, it is convenient to divide the work into four types:
- Support — the system must work as before.
- Configuration — the standard capabilities of the program need to be configured for the company's work.
- Refinement — the program must be able to do what it could not do before.
- Implementation — it is necessary to launch the system or a new accounting section into operation.
Simple rule
- Broke → support
- Need to configure → configuration
- Need something the program cannot do → refinement
- Need to launch new accounting → implementation
Brief comparison
| Criterion | Support | Configuration | Refinement | Implementation |
|---|---|---|---|---|
| Main goal | Maintain operability | Configure standard capabilities | Add a new capability | Launch the system or accounting section |
| The program code is changing | No | No | Yes | Maybe |
| Typical functionality | Used | Used | Expanded | Used, refined as needed |
| Result | The system works as before | The system is configured for the company's operations | New functionality has appeared | Working system and trained users |
| Payment model | Subscription fee, SLA | Package of hours or separate assessment | Hours or fixed cost | Project stages |
| Predictability of scope | High | High | Medium | Low at the start |
What is included in support
Support is a regular service aimed at ensuring the operability of the system already in use.
Updates
- Update of the 1C:Enterprise / BAS platform.
- Update of the typical configuration to the current release: BAS Accounting, BAS HR, BAS ERP, BAS Trade Management.
- Update of forms for regulated reporting and classifiers.
- Check the operability of the system after the update.
If the database contains custom or third-party modifications, their adaptation to the new release is a separate task. More details below.
Performance
- Diagnostics and troubleshooting of startup errors.
- Diagnostics of hangs and crashes.
- Testing and correcting the information base.
- Restoration from a backup.
- Issues with licenses, protection keys, and sessions.
- Checking user connections.
- Basic performance diagnostics.
Consultations on standard functionality
- "What document should this be conducted with?"
- "Why is the attribute not being filled out?"
- "Where can I find this register?"
- "How to generate a standard report?"
- "Why do the data in the two standard reports differ?"
This also includes assistance during period closing, data reconciliation, and finding the causes of discrepancies within standard functionality.
Administration
- Creating and blocking users.
- Assigning standard roles and access profiles.
- Backup control.
- Operation of the server, RDP access, and database publication, if the infrastructure is on our side.
- Setting up standard exchanges with the bank and reporting services.
What is not included in support
- Conducting accounting or management accounting instead of the client's employee.
- Restoring accounting for past periods.
- Training a new employee from scratch.
- Development of new functionality and modification of the software code.
- Data transfer from another system.
- Migration of infrastructure from a third-party server or hosting.
- Analysis and correction of someone else's modifications.
What is configuration
Configuration is the use of the standard capabilities of BAS without developing a new software mechanism:
- the accounting policy of the organization;
- organizations, warehouses, cash registers, bank accounts;
- users and standard rights;
- options for standard reports, selections, and grouping;
- the typical exchange already provided by the program;
- the parameters of the operation of individual accounting sections.
The criterion is simple: after configuration, the program works as needed due to the already available capabilities, not due to new code.
Minor configurations are included in the included service hours package. Configuring an entire accounting section — for example, launching a production block in BAS UHF or transitioning payroll calculation to a new scheme in BAS ZUP — is evaluated separately as an independent task.
What is refinement
The main feature of refinement:
After the work is completed, the program can do things it could not do before.
Refinement begins where the standard capabilities of BAS are insufficient and it is necessary to change the program code, create a new data processing mechanism, or add new functionality.
Typical examples
- A printed form that is not available in the standard configuration.
- A new report or significant reworking of an existing one.
- A new document or directory.
- Additional attributes with their own processing logic.
- Exchange with a website, CRM, marketplace, or another system.
- Integration through a third-party service API in the absence of a standard mechanism.
- Automation of calculations according to the company's own methodology: travel payment, discount and bonus schemes, cost distribution.
- Access restrictions at the record level when standard permission profiles are insufficient.
- A specialized workplace for a specific role.
The category is not determined by the size of the task
A refinement can be a half-hour adjustment or a project lasting several weeks. The criterion is not in the number of hours, but in the change in system capabilities. A task that takes thirty minutes and requires a configurator remains a refinement.
Extension or modification of the standard configuration
For BAS, it is fundamentally important not only what is being refined, but also how exactly. This direction affects the cost of owning the system.
Extension
Refinements are implemented as a separate extension, the standard configuration remains untouched and retains support. Advantages:
- updates follow the standard procedure;
- the custom functionality is separated from the standard;
- the system is easier to maintain and transfer to another specialist;
- the cost of further maintenance is lower.
If the task is technically solved by an extension, we choose this option.
Modification of the standard configuration and removal from support
When changes are made directly to the standard configuration, it is partially or completely removed from support. From this moment on, each update ceases to be a standard procedure and turns into a separate task.
Each refinement in the body of the standard configuration increases the cost of further updates.
What does it mean during the update
Updating the standard database without changes is a standard procedure included in the subscription service. Updating the database with modifications additionally requires:
- to compare the changes of the new release with the implemented modifications;
- to transfer and adapt the code;
- to test the modified functionality;
- to check related documents and reports;
- to transfer changes to the working database.
Therefore, the wording "the update is included in the subscription fee" refers to the update itself, not to unlimited adaptation of any existing modifications. Adaptation is assessed based on actual labor costs.
What is implementation
Implementation is not a separate task, but a project for launching the system or a new accounting area. Typical stages:
- Survey — business, current processes, requirements.
- Choosing configuration and operating scheme — BAS Accounting, ZUP, UNF, Trade Management; file or client-server option; own server or cloud.
- Deployment — server, platform, database, access, backup.
- Configuration — organizations, warehouses, accounting policy, parameters of accounting areas.
- Data transfer — directories, opening balances, transaction history.
- Modifications — implementation of functions that are not present in the standard system.
- Users and workplaces — roles, rights, interfaces.
- Training on real working processes.
- Pilot operation and correction of identified issues.
- Transition to support after the project is completed.
Not every project includes all stages; the composition is determined by the client's tasks.
Gray area: who pays for what
This is where most questions arise.
| Task | Category | Why |
|---|---|---|
| "The document has stopped being processed" | Support | Restoration of the functionality of the existing mechanism |
| "The document is not processed after your revision" | Guarantee | The reason is in the work we have done; the warranty period is in effect |
| "Configure the report option" | Configuration | Standard capabilities are used |
| "Add a column to the report" | Depends | The field is available in the standard report — configuration; a new algorithm is needed — revision |
| "Create a new report" | Refinement | New functionality is being created |
| "Configure the export to client bank" | Configuration | The mechanism is provided by the program |
| "An exchange with the bank via API is needed" | Refinement | There is no standard mechanism; integration is being developed |
| "Add a new user" | Support | Regular administration |
| "The manager should not see purchase prices" | Depends | Standard rights profile — configuration; restrictions at the record level — revision |
| "Transfer the database to a new server" | Depends | Within the serviced infrastructure — support; migration from another provider — separate work |
| "Update the standard database" | Support | Standard procedure |
| «Update the heavily modified database» | Support + hours | The update is included in the maintenance, adaptation of modifications is assessed separately |
| «After the update, the standard function does not work» | Support | Restoration of normal functionality |
| «After the update, our modification does not work» | Depends | Under warranty — under warranty; after changing the standard configuration with a new release — separate work |
| «Transfer the balances from Excel» | Data transfer | Independent type of work, assessed by the volume and quality of the output data |
| «Help submit the report» | Support | Consultation and technical assistance |
| «Calculate and fill out the report for us» | Outsourcing of accounting | Work of an accountant, not technical support |
Warranty on modifications
A bug in the functionality we implemented is fixed free of charge within 30 calendar days after the task is submitted.
At the same time, the following are distinguished:
- a bug in the modification itself — warranty;
- change in client requirements after submission — new task;
- change in standard configuration with a new release — adaptation;
- a bug in third-party modifications — separate task;
- incorrect output data or incorrect use of functionality — consultation within support.
Warranty does not mean free development of new program behavior.
Why are refinements not included in the subscription fee?
Support and development have different economics.
Subscription service is designed for regular requests and maintaining functionality. The load here is predictable and averaged across all clients.
Refinements are a specific task with a specific result. It includes requirement analysis, task setting, design, programming, testing, installation, verification on the working base, documentation, user training, and warranty. Such a volume cannot be averaged: if unlimited development is included in a fixed fee, it will have to be calculated based on maximum load — and all clients will pay for it, including those who do not order refinements.
Working model:
subscription service + an agreed package of hours for small additional tasks. Work beyond the package is assessed separately.
How to independently determine the category of the task
1. Did the program used to do this? Did and stopped → support. Did not → we move on to the next question.
2. Are the standard capabilities of BAS sufficient? Yes → configuration.
3. Is it necessary to change the code or create a new mechanism? Yes → refinement.
4. Is it about launching a system or a new accounting section? Yes → implementation.
5. Is it necessary to perform work for the client's employee? Not to explain how to generate a report, but to independently keep records and submit reports → accounting outsourcing, not BAS technical support.
Formats of cooperation
Subscription service. Fixed monthly fee, agreed response time, included package of hours for small tasks.
Hourly work. For clients with infrequent requests and for tasks that are difficult to estimate in advance.
Fixed cost of the task. For clear refinements with an agreed outcome.
Project. For the implementation of BAS, migration, automation of the accounting area, or comprehensive system refinement.
Main
Support answers the question: is the system working?
Configuration: can it be configured with standard tools for our work?
Refinement: can we add what is missing?
Implementation: how to launch the system and organize work within it?
When this boundary is fixed in the contract and understood by both parties, the main source of conflicts disappears. The client knows what is included in the fixed cost and what pertains to system development and is paid separately. The contractor maintains the operability of BAS, not mixing support with unlimited development.
The specific composition of services, the number of included hours, response time, warranty obligations, and cost are determined by the support contract or the terms of a separate task.
Not sure which category your task belongs to? Describe it — we will determine whether it is support, configuration, refinement, or part of implementation, before starting work.