The subject line was: "Real time location and status startup struggling with the Infrastructure vs Application decision"

Also, on reviewing the email, there was some formatting which may have helped the readability and draw attention to the central question. There was a fair amount of whitespace between the paragraphs and the main question was center-aligned and in bold.

Completely out of context, but I have visited your website http://www.criticalarc.com/ and I was very surprised to see this pixelate image on the home page http://www.criticalarc.com/_content/index/slider/2.jpg.

Thanks. We'll sort it out.

Sounds almost gimmicky, which it probably is not: Would you mind providing a screenshot of the email?

Not gimmicky, it's empathizing with the end user.