You work for a business with small offices in eight countries around the world. Meetings are usually facilitated via Skype, but other online communication and collaboration is a problem. Three months ago, you found a web-based service with a mobile app that will allow your offices to view all tasks and projects and follow progress on a shared board. Here you can share notes and files and communicate without causing floods of email messages. The system also promises integration of Dropbox and other subsidiary systems.

The problem is that the system has been down now and then for the past two weeks. Service support has been atrocious, and it is not cheap either; the cost is $30 per month per user, and you have 16 users across the business.

Your task: Write an email to the support and sales team at the service asking for a refund for at least half of the month for each of the users. You should also ask for their assurance that the service will be improved. There is nothing in the contract agreement that suggests you can unilaterally cancel the contract before the 24-month contract period has elapsed.