TechForward Solutions, a software company, recently received a critical complaint from one of its clients, OmniCorp, regarding significant performance issues in the core module of the software they licensed. OmniCorp is one of TechForward\'s largest clients, and the software module in question is integral to OmniCorp\'s daily operations. The lead investigator at TechForward, upon initial review, discovered that the reported issues are likely valid and stem from a coding error that could affect other clients as well. However, the VP of Sales, knowing that OmniCorp is on the verge of signing a multi-million dollar contract for additional services, instructs the investigator to downplay the severity of the issue in their official response to OmniCorp. The VP argues that fully acknowledging the problem and offering a comprehensive fix immediately might jeopardize the contract negotiation. Instead, the VP suggests offering a temporary workaround and promising a full resolution in a later software update, long after the contract is signed. Considering the principles of ISO 10002:2018, which aspect of effective complaint management is most directly violated by the VP\'s instruction in this scenario?