Subject: Request for assistance
From: "Michael Grady" <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: "Jeremy Leonard" <[email-masked]>, "Merry Achors" <[email-masked]>
Date: Wed, 19 Jul 2017 13:44:46 -0400

Mike,

Got your call regarding the error and replacement part. In the future the best way to get technical situations resolved is to email [email-masked] first and if the engineers and I are otherwise tied up Merry will make sure someone addresses the issue(s) and gets back with you. As you know this is our busiest part of the year with projects. I am sure we will do our very best to assist to the degree that we can with our other projects that are underway.

We might want to talk about putting a few servers under our Annual Support Agreement in the future. That will get LLPS 2 hour response time M-F 8am-5pm. It covers server operating systems NOT hardware. If we identify a hardware failure then those can be addressed via a block of hours referred to as LAN Extra Care hours. This would replace the Technical Service Agreement going forward. Let me know if you want to discuss this.

Thanks,

Mike

Michael K. Grady | Chairman
 
Gracon Services, Inc.
 
4265 Okemos Road - Suite A | Okemos, MI | 48864
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