What to change
Define how a boundary problem is investigated before deciding who caused it. Ask each supplier what evidence they need, who can provide it and who keeps the practice informed while ownership is unresolved. A named incident coordinator can gather the public symptom, relevant release context and request identifiers without asking the manager to adjudicate implementation details. Use a fictional dependency failure to test whether the agreed handoff produces action rather than another referral.
A worked example
Illustrative example
Illustrative test: Both suppliers can state their next diagnostic action from the same issue record.
How to check the result
The practice has one coordinated path while technical ownership is established.
A mistake to avoid
Separate support contracts do not automatically define an effective handoff between them.
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.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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