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Who Should Pay for Bug Fixes?

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Who Should Pay for Bug Fixes?

In a perfect world, every application would sit comfortably atop wholly stable, never-changing systems.

Unfortunately for utopians everywhere, however, the foundation upon which modern software is built is much more akin to a ticking time bomb.

While software solutions should always be delivered in working order, all it takes is a single Windows or Linux update failing to play well with a program for something somewhere to snap.

And just to make matters worse, these things are completely unavoidable!

But they also beg the inevitable, oft-awkward question: when so-called bugs eventually do make an appearance, who should be responsible for paying for them?

Breaking Bugs Down

Naturally, every software company will be inclined to deal with things in their own manner, so it is always advisable to familiarise yourself with these sorts of procedures, no matter the service provider.

For our part, however, we lean towards dividing suspected errors into a few broad categories and acting on a case-by-case basis. The following examples should help to illustrate this point:

1. Errors of our own doing

While we do our very best to ensure the utmost quality of our software solutions, it should come as no surprise that no application can ever be completely immune to human error. For this reason, after adequately surveying a reported problem, if the error is deemed to have been caused by one of our development teams, then we are certainly prepared to handle the issue with our own available resources.

Nonetheless, if an error appears during active support or development, then we will simply treat it as a new requirement and add it to the scope of your project. This allows us to prioritise fixing the error just as we would do any other task in development. So while our own development team follows strict procedures to avoid making these mistakes, in practice, whenever they do take pl