“so they try to pass off something...”
My work life has been little worlds of hell for ten years, because I’m forced to use IT tools for US needs which were “designed” by Germans/Swiss and coded by Infosys programmers of the type you described. Systems modelled after Swiss ways of working from the 1980s. Could not be farther from what my team needs to meet US requirements and demand.
Experiencing a bug in the application that is stopping your work? It’s going to take a $ervice ticket, lengthy email explaining the issue, then a 1 hour waste-of-time live-chat with the offshore support tech (who can never solve the issue, but must investigate further), followed by weeks of delays and non-fix “solutions.”
They have weeks to drag their feet, but heaven help you if you fail to quickly respond to their “gentle reminder” emails to waste 2 hours testing the latest non-fix (”Hey pal, I couldn’t answer because I’ve been up to my eyes in extra work due to what you broke.”) They’ll close the $ervice ticket, collect their fee, and insist you open another.
Want to make a change to the system? Get ready to spend $20k and the next 6 months of your career getting them to understand a simple storyboard.
They’ve met the terms of the Service Level Agreement, of course.