Dear [client name],

We are sorry to hear you are having difficulty with [problem XYZ] reported on [time, date] by [staff member], but don't worry, you've 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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John Smith | IT Support

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

1. Investigate & create an estimate of hours required to resolve
2. Sign off on quoted hours to begin diagnostics & 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 aim of [DEF].

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

Before initiating this proposed recovery plan we will require your agreement and digital signature, so please supply below and our technicians will initiate the action detailed immediately.

Many thanks for your understanding and we aim to do everything in our power to resolve this issue as soon as possible.