some other team uses the product that we developed. They are having some issues with it and want me to fix it. The thing is that the issues are related to their setup. So usuay when they request something, I am not fixing issues in the product, I am fixing issues in their setup.

How can I tell them in a corporate friendly way to fix these issues on their own? Usually they go straight to management when I tell them to fix stuff on their own.

Also, I think it was a mistake to even help them fixing their setup, it seems like they are expecting that, even though it was meant as a one time favor.