@scottalanmiller said:
I wonder how much of this came from me because I came from a background of "you never call the vendor." Not that you literally would never call, but you only call when it is their fault (bug in code or whatever.) You never ask them to do the IT job for the IT people - if you do, you aren't the IT person but just a vendor coordinator. I've never worked in a place where it was culturally acceptable to turn to the vendor for IT tasks that are the IT department's responsibility. I've carried that on. You lose a lot of advantages when you do that (delays, lack of cohesive vision, etc.)
It is only since joining some online communities that I even learned that there were vendors that would participate in this and would do IT work or handhold in the way that they do.
It also depends on the problem. I've worked in Student Information systems that were buggy as all get out. Sure, IT can work aroudn the issues with a few SQL Queries and patch the problem until it happens again... But instead, we should call the vendor and see what their recommendations are first. If they say "We'll fix it later"... Then "A patching we will go... "