Product harm crisis (PHC) involves cross section of multiple disciplines. It is a critical event for any business as it directly impacts end-consumers’ safety. Social media and online consumer platforms help to amplify the message. If not handled well, this has potential to negatively impact the brand reputation and financial viability of the firm which is in middle of such crisis. Understanding the role of software in causing and then managing the impact of such crisis is not much studied. Software solutions are critical components of product development across various stages including conceptualization, design and development, testing, distribution and after sales support. Software based solutions are also used by support teams to assess customer and channelize communications in case of Product harm crisis event. This paper covers the Software-Related PHC events and suggests a framework to handle those. The trend of increased utilization of software in product development process and increasing complexity of software systems including opaqueness caused due to software components modularity, artificial intelligence and machine learning algorithms.

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Keywords: Software Related, Product Harm Crisis, Software Related Product Harm Crisis Management Framework, Software Failures.