Software Warranty
What we warrant, what we do not, and where the line falls between a defect and a change request.
Effective 15 July 2026
These are the standard terms we start from. The terms that actually apply are those in the contract for your engagement.
What we warrant
That the software delivered performs in accordance with the requirements agreed in writing: the statement of work, the requirements specification, or the approved design documentation.
Those agreed requirements are the only test. Anything not written down is not a defect; it is a change request.
Period
The period stated in the contract for that engagement from formal acceptance or from the date the system goes live, whichever comes first.
Defect or additional work
This is the distinction most often misunderstood, so we set it out plainly.
Treated as a defect, and fixed at no charge within the warranty period:
- a function does not behave as the approved documentation says it will;
- a calculation does not match the agreed formula or rules;
- the system fails or errors on a normal path through it;
- data is lost or corrupted by a fault in the program.
Not a defect, and quoted as additional work:
- new requirements, or requirements changed after the documentation was approved;
- changes to appearance or flow made to taste;
- supporting data volumes or user numbers beyond what was designed for;
- integration with systems that were not in the original scope;
- adapting to changes in external systems outside our control, such as another provider changing the shape of their API.
Where we judge something to be additional work, we say why and give an estimate first. Chargeable work never begins without approval.
Exclusions
The warranty does not apply where:
- the code or database has been altered by the client or another supplier without telling us;
- the system has been installed in, or moved to, an environment other than the one agreed;
- damage arises from misuse, misconfiguration, or unauthorised access not caused by a fault in the program;
- the fault lies in third-party software, libraries or hardware, which carry their own vendors' warranties;
- fees for the engagement are overdue.
Reporting a defect
Report it within the warranty period, with enough information to reproduce it, following the same guidance as in the Service Level Agreement.
Limits
Correcting the defect, or refunding the portion of the fee attributable to it, is the remedy under this warranty. Overall liability is as stated in the contract for that engagement.
Any cap on liability, and the treatment of indirect or consequential loss, are as set out in that engagement's contract.
After the warranty ends
Ongoing support continues under a maintenance contract. See the Service Level Agreement.