RE_ Suralink Call Follow-up~2.pdf
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- Contract number
- 27-695SUCSS-GENOF-P-97729
- Issued by
- Illinois
About this file
This document is an email chain dated June 2, 2026, involving correspondence between National Tek Services, Inc., Suralink (a service provider), and the State Universities Civil Service System (SUCSS) in Illinois regarding a potential contract renewal. The email thread includes communications from Sean Sharkey and Andrew Smathers of National Tek Services, Jenn Miles from SUCSS, and Dustin from Suralink's Customer Success team.
National Tek Services, Inc. sought authorization from Suralink to resell Suralink services to SUCSS as part of a service renewal. However, Suralink clarified that it does not authorize reseller arrangements with third parties. Suralink explicitly stated that it only enters into formal referral partnerships (not reseller agreements) and that Suralink issues all contracts and agreements directly with customers. Suralink indicated that account details and access can only be provided to existing account administrators, identified as Jennifer Miles for SUCSS. Following this clarification, Sean Sharkey of National Tek Services determined that they must withdraw from the proposed arrangement, referenced as R-322178, acknowledging the misunderstanding regarding the business structure that had been discussed during a previous call between National Tek Services and Suralink representatives.
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From: Sean Sharkey To: Suralink Customer Success; Andrew Smathers Cc: Jenn Miles Subject: RE: Suralink Call Follow-up Date: Tuesday, June 2, 2026 4:40:31 PM
** WARNING **: This email originated from outside of the State Universities Civil Service System. Do not click links or open attachments unless you recognize the sender and can confirm the content is safe.
Dustin, Appreciate the clarification.
I’d suspect Thomas misunderstood the structure Andrew laid out in their call (referral network vs resell). We always, as SOP, disclose upfront when reaching out to a new potential partner that we intend to resell prod/service to a given end customer.
Jenn, based on the below clarification – we do need to back out of R-322178, apologies for the false start!
Sean Sharkey O:\ 847-850-1205 C:\ 847-404-6523 E:\ ssharkey@tekservinc.com Celebrating 24+ years of YES WE CAN!
From: Suralink Customer Success <customersuccess@suralink.com> Sent: Tuesday, June 2, 2026 4:33 PM To: Andrew Smathers <asmathers@tekservinc.com> Cc: jennm@sucss.illinois.gov; Sean Sharkey <ssharkey@tekservinc.com> Subject: RE: Suralink Call Follow-up
Hi Andrew, Thank you for providing that additional context. My name is Dustin and I lead our Customer Success team here at Suralink. I wanted to jump in and hopefully provide some answers and clarification.
First, I think it would help to directly answer the question you asked in your email to Thomas on 5/29/26 where you said "Please confirm that Suralink Authorizes the resale of this license to SUCSS by National Tek Services, Inc.." Suralink does not authorize the resale of our services to SUCSS or any organization by National Tek Services, Inc..
I also want to clarify something that may have caused some confusion. Suralink does work with a small number of referral partners, however, those are formal referral arrangements mailto:ssharkey@tekservinc.com mailto:customersuccess@suralink.com mailto:asmathers@tekservinc.com mailto:jennm@sucss.illinois.gov mailto:ssharkey@tekservinc.com and not reseller agreements. In all cases, Suralink is the one that issues the agreement and contracts directly with the customer. No third party is authorized issue a contract for our services on our behalf.
We understand that SUCSS is a current customer and that you have an existing relationship with them, and we appreciate the intent to assist them with their IT needs. We can provide account details to administrators of the account, which would be Jennifer Miles in this case. An existing account administrator would also be the one to provide access to their account if that is needed for any reason.
Please let us know if you have any additional questions at this time. Happy to jump on a call to discuss or provide further clarification as well.
Thanks, Dustin
Customer Success Team www.suralink.com customersuccess@suralink.com
On Tue, Jun 2, 2026 at 8:38 AM, Andrew Smathers <asmathers@tekservinc.com> wrote:
Chris and Thomas, SUCSS is a standing customer of ours as well - We provide them a range of IT solutions. They issued us an RFQ to continue their Suralink service for the upcoming term. We spoke with Thomas on the phone regarding reselling to SUCSS, he sent pricing, and we provided it to
SUCSS.
After speaking with the procurement lead on Friday, Jenn Miles CCed here, the pricing suggested Thomas may have provided us new pricing as opposed to renewal.
So, we are authorized provider to SUCSS, and we wanted to affirm our authorization from Suralink to proceed with this renewal. We’d be happy to set up a call to discuss this further as needed. Thanks!
Andrew Smathers asmathers@tekservinc.com +1 (847) 850-1206 (office) // +1 (706) 346-1341 (cell) National Tek Services, Inc
From: Suralink Customer Success <customersuccess@suralink.com> https://www.suralink.com/ mailto:customersuccess@suralink.com mailto:asmathers@tekservinc.com mailto:asmathers@tekservinc.com mailto:customersuccess@suralink.com
Sent: Tuesday, June 2, 2026 8:37 AM To: Andrew Smathers <asmathers@tekservinc.com> Subject: Re: Suralink Call Follow-up
Hi Andrew, Thank you for reaching out.
Before we provide any account-specific details regarding State Universities Civil Service System, could you please clarify your relationship to the organization and how National Tek Services, Inc. will be working with them and Suralink?
We would be happy to provide any information needed, but since State Universities Civil Service System is an existing Suralink customer, we want to ensure we have the appropriate authorization before discussing account details or confirming information related to their subscription. We may also need to loop in the administrators on the account to confirm permissions.
Once we have a better understanding of the relationship and authorization, we can determine the best way to assist.
Thank you, Chris
Customer Success Team www.suralink.com customersuccess@suralink.com mailto:asmathers@tekservinc.com https://www.suralink.com/ mailto:customersuccess@suralink.com
File details come from the government source that posted it. Updated .