One thing that does come to mind is IM being a large organization, and sometimes such letters relating to terms and conditions may not exactly reflect what is possible to modify in a particular instance.  Mistakes can happen.  Do read carefully and make sure what is being put forward is, in fact, in line with you contracts, schedules, agreements, etc.  I always did when I had to deal with them.

Remember, in these cases the lawyers/counsel (not me - and I do not typically stay at a Holiday Inn - mostly Hilton's) can be your friend.  Seek their advise if you have questions on such matters.

Tod Chernikoff, CRM
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Silver Spring MD

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