Renewal Risk Brief

Summit Eye Care

OptometryBaton Rouge, LA3 seatsARR $3,600Renews 2027-06-15Auto-renew on

HIGH RISK

50 risk points · 318 days to renewal

Why this account is at risk

usage decline+10 pts

logins down 14% quarter-over-quarter

No document in this account’s corpus supports this claim, so it is reported as a metric only — never as a quote.

negative sentiment+20 pts

satisfaction score 20/100 from ticket and QBR tone

“What is the plan to make sure this outage never happens again?”
SourceSystem down during Monday clinic hours·2026-06-11·doc_0104_001

outage impact+20 pts

documented in Requesting SLA credit for outage (2026-01-17)

“Support ticket from Summit Eye Care: Per our agreement we are requesting the service credit for last month's downtime. Staff confidence took a real hit and patients noticed.”
SourceRequesting SLA credit for outage·2026-01-17·doc_0104_002

Customer sentiment

frustrated

Language across tickets and QBR notes trends negative — escalation, repetition, and churn wording.

“What is the plan to make sure this outage never happens again?”
Quoted fromSystem down during Monday clinic hours·2026-06-11

“Staff confidence took a real hit and patients noticed.”
Quoted fromRequesting SLA credit for outage·2026-01-17

“We had to run the front desk on paper.”
Quoted fromSystem down during Monday clinic hours·2026-06-11

Recent history

Usage trend

-14%

logins, quarter over quarter

Support load

1.2

tickets/mo · 0 open high-sev

Seat utilization

67%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Schedule an adoption review call; walk through unused workflows.
Have the account manager call to hear concerns directly.
Deliver the incident report and apply SLA credits proactively.

What we don’t know

No evidence found for usage decline.