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トレンドマイクロ社 賠償否定

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ウイルスバスターのパターンファイルが原因で、多数のPCやサーバの不具合が起きたというこの出来事。

パソコンには詳しくないため、「パターンファイルのコードミスを・・・2.594.00の新機能として、ボット(bot)プログラムが使うUltraProtectという圧縮形式に対応したが・・・特定の条件下で処理が無限ループになってCPUを占有・・・PCが実質的に動かなくなった・・」といわれても、よくわからない。

システム障害で業務がストップした企業への損害賠償について、マヘンドラ・ネギ最高財務責任者(CFO)が「現時点では補償はしない」と発言したとのこと。賠償は否定、というわけだが、これは「何もしません」という意味ではなく、賠償の範囲を限定しなければならないため、このような表現になったのではないだろうか。

契約書でも、賠償というのは大きなテーマである。ひとことで「何かあったら賠償する」と片付けてしまいがち、というかそれで安心しがちであるが、何を持って賠償と呼ぶかは、当然、売り主と買い主とでは思惑が異なるからだ。

今後の顧客満足を考える上でも、何もしないことはありえない。ただ、どこまでやるのか?については慎重な議論と戦略が必要なのだ。

竹永事務所のメインHPはこちら


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