If you’re on software with a support contract, you should get support, right?
If the software you have support on has a documented feature that’s not working as documented, then you would expect to get a fix, a workaround, or even perhaps an explanation to the effect that you misunderstood the documentation in the first place, and the feature in fact does something else. Correct?
And if the feature in question is a customization facility, then you wouldn’t expect support on the customization itself, but you would expect the customization interface to work as documented, right?
So in summary, if you ran into an issue with a customization interface not working as the documentation says, you’d expect support to fix the interface, suggest a workaround, or provide additional documentation?
Well, I would.
SugarCRM appears to see things differently.