Renewal Risk Brief

Maple Rehab & PT

Physical TherapyTucson, AZ20 seatsARR $24,000Renews 2026-12-15Auto-renew on

MEDIUM RISK

40 risk points · 136 days to renewal

Why this account is at risk

negative sentiment+20 pts

satisfaction score 33/100 from ticket and QBR tone

“What is the plan to make sure this outage never happens again?”
SourceSystem down during Monday clinic hours·2026-03-28·doc_0124_001

outage impact+20 pts

documented in Requesting SLA credit for outage (2026-04-19)

“Support ticket from Maple Rehab & PT: 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·2026-04-19·doc_0124_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·2026-03-28

“Staff confidence took a real hit and patients noticed.”
Quoted fromRequesting SLA credit for outage·2026-04-19

“We had to run the front desk on paper.”
Quoted fromSystem down during Monday clinic hours·2026-03-28

Recent history

Usage trend

-5%

logins, quarter over quarter

Support load

1.2

tickets/mo · 0 open high-sev

Seat utilization

55%

active users ÷ paid seats

15-month usage

monthly logins

Recommended actions

Have the account manager call to hear concerns directly.
Deliver the incident report and apply SLA credits proactively.

What we don’t know

Every signal in this brief is backed by a cited document.