Churn Risk Configuration
Tune the churn risk engine for your MSP's service model — adjust signal weights, change color thresholds, and set alert sensitivity.
Where to configure
Go to Settings → Churn Risk. Only Admin users can change churn risk configuration. Changes apply immediately to all future recalculations — the next daily batch will use your new settings.
Signal weights
The churn risk is a weighted composite of 9 signals. The total weight must equal 100. Breadbox enforces this — if you increase one weight, you must decrease another.
| Signal | Default Weight | Data Source |
|---|---|---|
| Open P1/P2 ticket count and age | 20 | PSA integration |
| CSAT / NPS trend | 15 | PSA integration |
| Billable hours vs. budget (utilization) | 15 | PSA integration |
| Days since last touchpoint | 10 | Touchpoint timeline |
| Days since last decision-maker contact | 10 | Champion contact tracking |
| Stack standardization score | 10 | Assessment module |
| Payment health (outstanding invoices) | 10 | Accounting integration |
| Contract value vs renewal proximity | 5 | Account renewal date |
| Employee growth signal | 5 | Account field / enrichment |
PSA not connected? Signals sourced from your PSA (ticket count, CSAT, billable hours) score at 50 (neutral) when no PSA data is available. This prevents accounts from appearing artificially healthy or unhealthy before integration.
Color thresholds
Configure the score cutoffs that determine color assignment:
GREEN
Default: score ≥ 70
Healthy account. No action needed. Suitable for expansion conversations.
YELLOW
Default: score 40–69
Needs attention. One or more signals are degraded. AM should proactively reach out.
RED
Default: score < 40
At-risk account. Escalation warranted. Consider lifecycle transition to AT_RISK.
To change thresholds, enter the minimum score for GREEN and YELLOW. RED is everything below the YELLOW threshold. Example: if you set GREEN = 75 and YELLOW = 50, then RED = < 50.
Alert threshold
The alert threshold is separate from the RED color threshold. When a score drops below this value, the assigned Account Manager receives an in-app notification and email alert.
Default: 60. This means alerts fire when a score drops from GREEN into the mid-YELLOW range — giving AMs early warning before accounts become truly at-risk.
Set the alert threshold higher (e.g., 65) if you want earlier warning. Set it to match the RED threshold if you only want alerts when accounts are already in crisis.
Individual signal scoring
Each signal converts raw data into a 0–100 score before weighting. Here are the scoring rules for each signal:
Open P1/P2 ticket count and age
- 0 open tickets = 100
- 1 open ticket = 80
- 2 open tickets = 60
- 3+ open tickets = 30
- Any ticket open > 7 days = −20 penalty
Days since last touchpoint
- < 14 days = 100
- 14–30 days = 70
- 30–60 days = 40
- > 60 days = 10
Billable hours vs. budget (utilization)
- Within 10% of budget = 100
- 10–25% over budget = 60
- > 25% over budget = 20
- Under budget by > 25% = 80 (low ticket volume is good, but too little activity may hide problems)
Days since last decision-maker contact
- < 30 days = 100
- 30–60 days = 80
- 60–90 days = 50
- > 90 days = 20
CSAT / NPS trend
- Recent CSAT ≥ 4.5 (of 5) = 100
- CSAT 4.0–4.4 = 80
- CSAT 3.5–3.9 = 60
- CSAT 3.0–3.4 = 40
- CSAT < 3.0 = 10
Live preview in settings
The Settings → Churn Risk page includes a Live Preview card. As you adjust weights and thresholds, the preview updates in real time showing:
- Per-signal contribution bars (signal score × weight = contribution points)
- Running total with the current color assignment
- Threshold markers on the total bar
- Sample signals based on realistic MSP account values
Recalculation schedule
Health scores are recalculated on two schedules:
Daily batch
All active accounts recalculate each night. Results are available by morning.
On-demand
Trigger a recalculation from the account's Health tab or from Settings → Churn Risk → Recalculate All.
Signal data from PSA and RMM integrations syncs every 15 minutes. The churn risk recalculation uses whatever data was available at the time of recalculation — it does not wait for the next sync.
Tuning recommendations by MSP type
Security-focused MSP
Increase stack standardization weight to 20 (security stack consistency is critical). Decrease employee growth signal to 2.
Account Manager-led MSP
Increase touchpoint recency to 20 and days since decision-maker contact to 15. Decrease billable vs. budget to 10.
Volume helpdesk MSP
Increase open P1/P2 weight to 30 and CSAT to 20. Decrease touchpoint recency to 5 if AMs don't run a tight cadence.
New MSP (no PSA yet)
Increase touchpoint recency, decision-maker contact, and stack standardization to compensate for missing PSA signals.