Renewal Risk Brief

Cedar Medical Group

Family MedicineProvo, UT4 seatsARR $4,320Renews 2026-09-15Auto-renew on

HIGH RISK

60 risk points · 45 days to renewal

Why this account is at risk

usage decline+10 pts

logins down 11% 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 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·2026-05-15·doc_0138_001

outage impact+20 pts

documented in Requesting SLA credit for outage (2026-02-18)

“Support ticket from Cedar Medical Group: 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·2026-02-18·doc_0138_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·2026-05-15

“Staff confidence took a real hit and patients noticed.”
Quoted fromRequesting SLA credit for outage·2026-02-18

“We had to run the front desk on paper.”
Quoted fromSystem down during Monday clinic hours·2026-05-15

Recent history

Usage trend

-11%

logins, quarter over quarter

Support load

1.3

tickets/mo · 0 open high-sev

Seat utilization

50%

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.