--_000_DS7PR12MB6168D7D3C2ADA6278D80A424B6BB2DS7PR12MB6168namp_ Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable Hi Tim, Maryham has been working with Kristal and Timon to find a date that works. = With my oversight Timon will remove the equipment tomorrow morning. The ent= ire exercise should not take more than 25 minutes. Regards, Steven From: Timothy Thomas Date: Tuesday, April 22, 2025 at 16:27 To: Nathanial Findlay , Steven Ferguson Cc: Meighen Fitzpatrick Subject: Complaint Hi guys, Sharing feedback from Timon in Toronto below - This process needs to be but= toned up as we move forward and grow. What will be your SLA on timing delay= s for install and uninstall. We need a clear expectation. Also, Nat can you= please update me on Cathy's client in Vancouver? We have a client that was supposed to have the devices removed from her mot= her's apartment and we have been trying to arrange it since the end of Marc= h as the POA lives out of town. On April 14, we informed Lifeguard that she= would be in Toronto this week. Lifeguard informed us that the earliest the= y could accommodate was April 30. This was not received well by the POA as = she is leaving tomorrow afternoon. I offered to uninstall the devices tomor= row morning to protect our reputation and mitigate any negative WOM by turn= ing a potentially damaging client service failure into a win. She is very h= appy I'm coming tomorrow. Thanks -- Tim Thomas Head of Midwest & Canada Divisions | TheKey Mobile: 514.591.9387 [TheKey] --_000_DS7PR12MB6168D7D3C2ADA6278D80A424B6BB2DS7PR12MB6168namp_ Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Hi Tim, Maryham has been wo= rking with Kristal and Timon to find a date that works. With my oversight T= imon will remove the equipment tomorrow morning. The entire exercise should= not take more than 25 minutes. Regards, = Steven From: Timothy Thomas <= tt@thekey.com> Date: Tuesday, April 22, 2025 at 16:27 To: Nathanial Findlay <nfindlay@joinlifeguard.com>, Steven Fer= guson <sferguson@joinlifeguard.com> Cc: Meighen Fitzpatrick <mfitzpatrick@joinlifeguard.com> Subject: Complaint Hi guys, = Sharing feedback fr= om Timon in Toronto below - This process needs to be buttoned up as we move= forward and grow. What will be your SLA on timing delays for install and u= ninstall. We need a clear expectation. Also, Nat can you please update me on Cathy's client in Vancouver? We have a client that was supposed to have the devices removed from her mot= her's apartment and we have been trying to arrange it since the end of Marc= h as the POA lives out of town. On April 14, we informed Lifeguard that she= would be in Toronto this week. Lifeguard informed us that the earliest they could accommodate was April 3= 0. This was not received well by the POA as she is leaving tomorrow afterno= on. I offered to uninstall the devices tomorrow morning to protect our repu= tation and mitigate any negative WOM by turning a potentially damaging client service failure into a win. S= he is very happy I'm coming tomorrow. Thanks -- Tim Thomas Head of Midwest & Canada Divisions | = TheKey Mobile: 514.591.9387</spa