Supplier & Customer Disputes

Supplier and customer relationships begin with a shared commercial objective. When a project or service goes wrong, the same relationship can quickly turn into a dispute over money, responsibility, quality, timing and expectations.

The difficulty is that both sides may still depend on each other while the dispute continues. The customer may need the service or deliverable, while the supplier may need payment, access or cooperation to complete the work.

Mediation can help the parties explore a business solution. Where a binding decision is required, arbitration may be appropriate depending on the parties' agreement and circumstances.

Discuss your dispute

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Common issues

deliverables that are said not to meet requirements;
work said to fall outside the agreed scope;
delays and missed milestones;
invoice and payment disputes;
SLA and service availability;
responsibility for faults or loss;
project changes and additional work;
termination;
handover of data, files, code or equipment;
subcontractors;
cybersecurity, privacy and regulatory obligations.

Sometimes the dispute is about the past, but the solution is about the future

The parties may strongly disagree about what has already happened. The immediate business questions may still be:

Can the project be completed?
Does it need to move to another supplier?
What transition assistance is required?
Should the scope or service model change?
How should completed work be paid for?
What information, systems or materials need to be transferred?

Mediation can address those questions alongside the legal dispute.

When a determination is required

If the parties cannot agree on what was promised, what was delivered or who bears responsibility, arbitration may provide a structured route to a determination where there is a valid basis to arbitrate.

Commercial Arbitration

Technology suppliers and customers

Technology projects often involve overlapping legal, operational and technical issues.

Familiarity with concepts such as SOW, SLA, API, cloud environments, access controls, logs, security obligations and data flows helps keep the process focused on the real disagreement.

Technical familiarity does not replace expert evidence where expert evidence is needed. It helps the dispute-resolution process operate with a better understanding of the context.

Technology, Cyber & Privacy Disputes

International suppliers and customers

Where one party is outside Israel, remote English-language mediation or arbitration may make participation easier for commercial decision-makers and counsel.

The contractual and legal framework should be considered for each matter.

Has a supplier or customer relationship turned into a dispute?

A short initial enquiry can help identify the process that may fit the matter.