Who owns the next update when support crosses companies?

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Hypothetical case: a Saudi integrator reports an intermittent issue to an overseas security-equipment manufacturer. Both teams are investigating, but the customer does not know when the next update will arrive. This is a discussion scenario, not a real incident.One simple handover could name a case owner, the next update time and the information still needed. That separates keeping people informed from promising a repair before the cause is known.What ONE rule would you add to keep communication clear between distributor, integrator and manufacturer?

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