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. A fictional failure of an embedded service is sent to the named incident coordinator. The host and developer each state the evidence they will inspect and the next action they own. The practice receives one coherent update while the technical boundary is investigated. This demonstrates a working support handoff, rather than relying on separate contracts that can otherwise leave a manager relaying messages between suppliers who both deny immediate responsibility.
What this means for your practice
A host and developer may each believe a problem belongs to the other, leaving the practice caught between technical explanations. Agree a coordinator before that happens. Ask each supplier what evidence they need, who can provide it and what diagnostic action they will take while responsibility is still uncertain. A useful issue record includes the public symptom and relevant release context without requiring the manager to adjudicate code or hosting details. Rehearse a harmless hypothetical dependency failure and check that the handoff produces action. Separate contracts can define different responsibilities, but they do not automatically create an effective way to investigate the boundary between them.
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.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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