Renewal Risk Brief

Brightpath Skin Clinic

DermatologySpokane, WA90 seatsARR $108,000Renews 2027-03-15Auto-renew off

MEDIUM RISK

40 risk points · 226 days to renewal

Why this account is at risk

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·2026-02-16·doc_0229_001

outage impact+20 pts

documented in Requesting SLA credit for outage (2026-05-05)

“Support ticket from Brightpath Skin Clinic: 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·2026-05-05·doc_0229_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·2026-02-16

“Staff confidence took a real hit and patients noticed.”
Quoted fromRequesting SLA credit for outage·2026-05-05

“We had to run the front desk on paper.”
Quoted fromSystem down during Monday clinic hours·2026-02-16

Recent history

Usage trend

+2%

logins, quarter over quarter

Support load

1.2

tickets/mo · 0 open high-sev

Seat utilization

59%

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.