Support Sentiment & Escalations

CloudOps Pro • $19M ARR • Real-time support health signals

Open Escalations
47
+8 vs last week
MTTR
18.4h
-2.1h (10%)
Reopen Rate
12%
+3% vs 90d avg
CSAT (90d)
4.1
+0.3 recovery
Sentiment Δ
-0.2
Divergence Alert

Escalation Volume × Health Tier

P1 Critical
P2 High
P3 Medium
P4 Low
Excellent
2
5
8
12
Good
4
9
11
7
Fair
8
14
6
3
Poor
18
22
9
4

18 P1 escalations in Poor tier accounts representing $4.2M ARR at risk

CSAT Trajectory (90d Rolling)

Reopen Rate by Product Area

Active Escalation Register

Account Severity Age Owner Health ARR Status
Zenith Corp P1 4d 6h Sarah K. 82 $620K Engineering escalated
Apex Industries P2 2d 3h Mike T. 64 $410K Waiting patch
Titan Systems P1 1d 14h Jessica L. 88 $890K In progress
Nova Tech P2 5d 2h David M. 76 $320K Reopen #3
Quantum Corp P1 18h Amanda R. 58 $1.2M Renewal in 45d
Vertex Partners P3 3d 9h Chris P. 84 $280K Scheduled call
Eclipse Labs P2 6d 4h Sarah K. 62 $540K Defect routing
Horizon Group P1 2d 11h Mike T. 74 $720K Hotfix deployed

Total ARR Exposure: $5.0M across 47 open escalations

MTTR by Health Tier

Top Sentiment Themes

Slow response times
76%
Unresolved root cause
64%
Escalation handoff delays
58%
Communication gaps
52%
Feature gaps vs promise
47%
Documentation outdated
38%

NLP analysis of 1,847 tickets (last 90 days)

First Contact Resolution
68%
+5% vs Q1
Escalation Backlog
114
+12 last 7d
Health Recovery Rate
+15pts
Post-resolution avg

Post-Resolution Health Recovery (30d)

12 accounts tracked • Recovery playbook increased avg health gain from +8 to +15 pts

CSM Escalation Load

Support-Health Correlation

Current coefficient: -0.72 (escalation velocity inversely correlated with health)