Farfrom...we are far from alone in that. I've worked for a couple of BIG organisations, UK and elsewhere, and the same arse covering is commonplace. Risk taking is, well, risky! It's always safer to say that you would like to help, but the contract doesn't quite say that etc etc. I'd guess it's a universal blight. I work for myself now and the aim is, as always, to keep the customer satisfied. It's relatively easy for me as most of my work is short term in duration so there's little scope for requirements to change.