Friday, October 11, 2013

How to diplomatically phrase an "out of scope" to customer email. Wow. Not 100% grammatically correct but very diplomatic.

Thanks for sharing with us on the details and it's good to know the issue has been fixed.

Although we deliver a project based on best practice and experiences from past projects, but every project has different situations, hereby we implement user pilot stage to discover and fix potential issues, during the pilot stage of our project, we worked with your team covered as many scenarios as possible,  that is very important for the sanity of the deployment and I believe there haven’t been too much outstanding issues in past months. However,  to be very frankly, the concurrency of external user wasn’t included,  from a methodology point of view, such hidden issues normally will be further discovered and fixed during the gradually production rolling out, either my team or technical support team will help on this along the way.

Thanks for the understanding and have a nice day!

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