The people who sold you didn't follow the early rules of software deployment
4.0.3 - All softwares, updates, packages and libraries with specific aspects on their own functionality must have a clear guide to installation and a basic guide to it's use, disregarding any aspect of the software or it's environment.
Source: ITIL V3 Foundation Complete Certification Kit
Since the seller failed to provide this simple rule information, you shouldn't trust their work as certified software developers.