Dispute over Contractor’s failure to provide software system support

In this situation the Contractor had a contract to maintain a software system that, if not working, could cost our client in excess of £50,000 per day in lost revenue. The Contractor regularly missed response times, failed to correct software defects and submitted excessively charged invoices. A thorough review showed that some engineers were charging travelling time for distances in excess of 300 miles and were failing to obtain signed documents of site attendance. Negotiations took place and the contract was amended and a sum in excess of £250,000 was recovered. We supported our client’s in-house team, thereby preserving their authority.