In mid July the eLearning Network held an event called ‘The Open Source Revolution’ at which I spoke about my experience helping several organisations select an open source LMS and comparing it to similar experience with commercial systems. I was happy to report that all the projects had gone well and that relationships with suppliers had been mostly positive, but there was one major issue I had come up against which generated a lot of discussion during the Q&A.
Imagine that you have an open source LMS which was implemented by a supplier who specialises in supporting and hosting that particular LMS. Let’s call them a partner… The LMS has been in place for some time and after discussion with the supplier you decide to upgrade to the latest version. After the upgrade you discover that a plugin you have been using for some time has stopped working, not because of a problem with the plugin but because of a bug in the core LMS itself.
When you raise this with the partner who has implemented, hosted, supported and upgraded the LMS you are told that they are not liable for bugs in the core code, although they do of course offer to fix it at your expense.
It was the first time that I had been faced with a situation of this kind, and of course I immediately checked the support contract, and sure enough it absolved the supplier from any responsibility in this area. I was not happy, and judging from the response at the eLN event I’m not the only one who feels that way.
I appreciate that the supplier didn’t develop the software in the first place, but like many others they have built a business around supplying, supporting and hosting it. My view is that if they believe the software is fit for use, they should be willing to provide a warranty against bugs in the core code. If they aren’t willing to do that then any potential customer should be very sceptical about the suitability of the software, or the suitability of the supplier to support it.
For me there has been a simple outcome. I’ve updated my base requirements for procuring any open source solution to include an indemnity against core bugs as a non-negotiable. It will no doubt narrow down the choice of suppliers but I’ll have a great deal more faith in those who are left.