Hao: Good morning, Ngan. I hope you're doing well.

Thank you for considering our IT

services for your computer network maintenance and servicing needs. I understand that you
have concerns about the proposed fee of ten per cent of the current hardware value. I'd be
happy to discuss and negotiate a mutually satisfactory agreement with you.

Ngan: Good morning, Hao. I appreciate your willingness to negotiate. While I see the value
in your services, I find the proposed fee quite high. My independent estimate values our
computer hardware at £90,000, which is significantly lower than the £125,000 estimate you
have. I would be more comfortable with a fee of £9,000 per year. Additionally, it is crucial for
us to have a same-day call-out service whenever a fault is reported.

Hao: Thank you for sharing your perspective, Ngan. I understand your concerns about the
proposed fee, and I appreciate your independent estimate. However, it's essential to consider
the comprehensive nature of our services, including the annual maintenance visit and the
twenty-four-hour call-out service, available 365 days a year. We strive to provide prompt and
reliable support to ensure minimal downtime for your business operations.
To address your concerns, I am willing to reduce the fee from ten per cent to eight per cent of
the current hardware value, which amounts to £10,000. In addition to that, I can offer you a
two-year contract at this reduced fee. This way, we can ensure a longer-term partnership and
stability for your computer network maintenance needs.

Ngan: Thank you for considering my concerns, Hao. I appreciate your willingness to reduce
the fee. While the two-year contract is appealing, I believe we can find a middle ground that
satisfies both parties. Considering the independent estimate of £90,000 for our hardware
value, I propose a fee of £7,200 per year, which is eight per cent of that estimate. This would
be more aligned with our budget while still allowing for the valuable services you offer.
In terms of the call-out service, I understand that immediate response may not always be
possible, but it is crucial for our operations. Could we establish a service level agreement that
ensures the maximum response time for call-outs is within 24 hours?

Hao: I appreciate your counterproposal, Ngan. Your suggestion of a fee based on the
independent estimate of £90,000 is reasonable. I am willing to meet you in the middle and
agree on a fee of £8,000 per year, which is approximately 8.89 per cent of the estimated
hardware value. This would provide you with the cost reduction you desire while still
enabling us to deliver the high-quality services you expect. Regarding the call-out service, I
understand its importance to your operations. While we strive to provide a same-day
response, it may not always be feasible due to various factors. However, I am confident that
we can commit to a maximum response time of 24 hours for call-outs, ensuring that your
issues are addressed promptly.
Ngan: Thank you for your willingness to find a middle ground, Hao. I believe your revised
proposal of £8,000 per year is more reasonable and aligns better with our budget. I accept
your offer.
Regarding the call-out service, I understand the challenges, and a maximum response time of
24 hours is acceptable to us. I appreciate your commitment to addressing our issues promptly.

Hao: Wonderful, Ngan! I'm glad we could reach an agreement that satisfies both parties. I
believe this partnership will be beneficial for your company, and we are committed to
delivering the highest level of service and support for your computer network maintenance
needs.
I will prepare the contract based on our agreed terms, including the two-year duration, the fee
of £8,000 per year, and the maximum 24-hour response time for call-outs. Once the contract
is ready, I will send it to you for review and signature.

Ngan: Excellent, Hao! I'm pleased with the outcome, and I'm confident that your services will
meet our expectations. I look forward to receiving the contract for review. Once we have
reviewed and signed it, we can proceed with initiating the maintenance and servicing of our
computer network.

Hao: Fantastic, Ngan! I will prioritize the contract preparation and ensure it's sent to you
promptly. Once you've reviewed and signed it, we can commence the maintenance and
servicing of your computer network as agreed. Thank you for choosing our services, and I'm
excited about the opportunity to work together. If you have any further questions or concerns,
please don't hesitate to reach out to me.

Ngan: Thank you, Hao. I appreciate your promptness and professionalism. I will carefully
review the contract and get back to you with any necessary adjustments or clarifications. I'm
confident that this partnership will be fruitful for both parties. Should I have any further
questions, I'll be sure to reach out to you.