IT Support Sign-Off

Dear {{first_name}},

We are sorry to hear you are having difficulties with [problem XYZ] reported on [enter date]  by [staff member], but do not fret. You have taken exactly the right step in contacting us and we are confident this can be resolved.

After investigating the problem, it is evident that this issue falls outside of our service agreement for the following reason(s):

[State evidence e.g. fire at office destroying vital hardware]

As a valued client, we want to get your business back up and running as soon as possible, and we do not want you to be faced with runaways costs in rectifying the problem.

To help us clarify our position and manage time effectively, we have created a recovery plan on the following page which will require your approval to proceed.

If you have any questions please let us know on (+44) XXX XXX XXX.

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Tanja Horn  | Your company name 

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IT Recovery Plan

As stated in our contract, issues from time to time outside of our control may arise.  In these situations, we must observe the following procedure:

1. 1. Investigate and create an estimate of hours required to resolve
   2. Sign off on quoted hours to begin diagnostics and recovery
   3. Provide resolution within quoted hours or sooner, or, in a worst-case scenario, go to emergency back up plan of [e.g. full server restore]

Our initial investigations would point to [XYZ] as the cause of this issue. Therefore, we would recommend action [ABC] to achieve the target of [DEF].

We would estimate this work will take [so many] hours to resolve at a cost of [£000.00].

Sign-Off To Proceed

Before initiating the proposed recovery plan, we will require your agreement and digital signature. Please supply below, and our technicians will initiate the action details immediately.

We thank you for your understanding and aim to do everything in our power to resolve this issue as soon as possible.