Open source does not mean "free support contract"

Warning: This post may contain traces of irony.

You are probably familiar with forum posts like this. Here is a typical example, which is fictitious but comes very close to reality. I see posts like this from time to time in forums, Facebook groups or even in TYPO3 Slack:

"Extension XY is total garbage! It hasn't worked properly for three months and the developer doesn't respond to my emails. Such unprofessional behavior!"

Wait a minute. Stop. Take a deep breath.

The inconvenient truth about your "free" CMS

You use TYPO3? Great! You've got yourself a CMS that other companies would pay 50,000 euros or more for. And you get it for free.

But - and here comes the part that some people don't want to understand - "free" doesn't mean "with an all-round carefree package".

Many core developers and extension authors do this in their spare time. After work. At the weekend. On flex Fridays. Between family, hobbies and real life. Many extensions are created in agencies for specific customer projects and are only updated when the original customer orders the update. Others are maintained on the side when there is time.

Imagine your neighbor fixing your bike for free. Would you yell at him if he didn't call you back immediately? Would you demand that he call back at 10 p.m. just because the brakes were squeaking?

No?

With third-party extensions?

Okay, maybe it's different with TYPO3 core, because there's an organization behind it and there are certain quality standards. But what about extensions from individuals or small teams? The neighbor rule applies.

What goes on in the heads of some users!

I know this way of thinking only too well. Someone sits in front of their computer and thinks:

• "I use the system, so they owe me something."
• "The extensions have to work perfectly, after all, I'm a customer."
• "Why is the answer taking so long? That's their job!"

Plot twist: The reality is more complicated.

Hobby developers do this in their spare time. Out of passion. To give something back to the community. You have no right to support.

Agency extensions are often created for specific customer projects. Updates are usually only available if the original customer pays for them. Logical, right?

And you as a user? Do you use the extension privately for your blog? Then be grateful for the gift. Do you earn money with it in your agency? Then invest something back.

The reality behind your "free" extension

Let's take a typical extension:

• 200 hours of development
• 50 hours of testing
• 30 hours of documentation
• Countless hours of support

At a normal hourly rate of 100 euros, that would be 28,000 euros. You get it for 0 euros.

And then you complain that the developer doesn't respond to your email within 24 hours?

How to do it right (and still be successful)

Report issues - but do it right:

• Concrete error description
• TYPO3 version, PHP version, extension version
• Screenshots or code examples
• Polite tone
• Use the right channels: TYPO3 core issues belong on https://forge.typo3.org, most extensions have an issue tracker on GitHub (can be found via the "Found an issue?" button in TER).

Instead of: "Extension is junk, doesn't work!" Better: "Hi, I have the following problem with setup XY. Here is my code..."

Show gratitude:

• An extension has helped you? Then write a positive review, share it on social media, mention it in your blog or make a YouTube video about it.
• Do you use an extension commercially? Then donate a coffee to the developer or support them financially. Many offer sponsorship opportunities.
• Share useful extensions in your network.

Get active yourself:

• Found and fixed a bug? Create a pull request.
• Improve documentation.
• Help other users in forums.
• Need a hotfix? For Composer installations you can apply patches directly, for Classic installations you can "replace" the affected file via SitePackage and XCLASS. Then waiting for the official fix won't hurt so much.

The reality check

Do you earn money with TYPO3 projects? Perfect! Then invest something back. A few euros for an extension that saves you hours might be the best investment of your life. (Okay, maybe there are one or two other "best" investments...)

You complain about "poor quality"? Then do it better! The code is open, anyone can help.

You want professional support? There is - it just costs something. Just like in any other industry.

What happens if the community dies

Imagine if all extension developers quit. All core developers switch to WordPress. What would be left of your "free" CMS?

Nothing.

The TYPO3 community is the most valuable asset of this system. Treat it accordingly.

My appeal

Next time before you write an annoyed post in the forum or send an angry e-mail to an extension developer, think about it:

There's a person like you sitting there. Who has a family, has problems, has bad days. Who will help you anyway, even though they don't get paid a penny.

Be grateful. Be polite. Be constructive.

Or buy a commercial CMS. There you will get exactly the support that your money is worth.

---

P.S.: If you're thinking "Wolfgang is exaggerating again" - then you've never spoken to TYPO3 extension developers. Believe me, I know their stories.

Back