Support & operations · Website help · Release validation

An emergency fix bypasses the normal publication source

A supplier edits the live output directly, and the next routine release silently restores the original fault.

What to change

Make the lasting correction in the source used by normal publishing, then verify it through that process. An emergency patch may restore service quickly, but its location and relationship to the maintained version must be recorded. Ask the supplier to show both the immediate repair and the source reconciliation. The final acceptance test is a normal regeneration that retains the fix, not merely a screenshot taken immediately after a live edit.

A worked example

Illustrative example

Illustrative test: The emergency repair remains present after a clean routine publication.

How to check the result

The maintained source and live behaviour agree on the corrected implementation.

A mistake to avoid

Closing the incident before source reconciliation leaves the fault ready to return.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to record

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Healthcare website maintenance with infrastructure, a status panel, tools and an operational checklist.
Monitor the useful journey, not just whether a server responds.
Healthcare backup and recovery illustrated by storage copies, an archive folder and a restoration route.
Test whether a backup can restore a usable service.
Healthcare digital support handover with an inventory, key, incident timeline and dependency map.
Keep responsibilities and recovery instructions available.

Further reading

These primary sources provide additional context for the project decisions above.

Related decisions

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