The Problem
When "Good Enough" Turns into a Discount—or a Loss
The contract's up for renewal in 90 days. On paper, you've hit SLAs. In reality: a few near-misses, a few credits paid, and a sponsor who's heard one too many excuses. The customer isn't angry—but they're not enthusiastic either. That silence is dangerous. Procurement sees "commodity," not value. The renewal becomes a price fight you don't want to have.
Common symptoms:
- Backlog growing or SLA risk rising—even if not yet breaching
- Service credits predicted in the next 30–60 days
- Device or user counts up without a corresponding rate update
- Patch or security debt trending up (noisy estate)
- Sponsor turnover or new stakeholders questioning value
Business Impact: Without proactive stabilization and value demonstration, renewal conversations become price-focused negotiations where you lose margin or the logo.
The Framework
The Renewal Protection Framework
Start stabilization at T-120 to T-90 days. Address operational issues, demonstrate value, and align commercially before procurement takes over the conversation.
Stabilize First
Fix operational issues before the renewal conversation. Credits paid and SLA wobbles undermine your position.
Demonstrate Value Proactively
Don't wait to be asked. Show outcomes, risk mitigation, and business impact in every QBR.
Align Commercially Early
Use change requests and tier adjustments to correct scope drift before renewal negotiation begins.
Step-by-Step Guide
Stabilize Outcomes
Fix operational issues that could undermine renewal position.
Actions:
- Run a "noisy-estate blitz"—clear patch debt, aged tickets, and recurring issues
- Implement priority routing for high-impact tickets
- Set up weekly dashboard showing SLA status, backlog, and credits
- Address any service credit triggers before they materialize
Executive Alignment
Reframe the relationship around outcomes, not just SLA compliance.
Actions:
- Schedule a QBR within 14 days if not already planned
- Frame the conversation around business outcomes, not just metrics
- Pilot value-add services to demonstrate expanded capability
- Identify and cultivate relationships with new stakeholders
Commercial Path
Correct scope and pricing before renewal negotiation.
Actions:
- Raise change requests for any out-of-scope work being absorbed
- Consider re-tiering the agreement if scope has grown
- Implement credit remediation plan if credits have been paid
- Propose co-term add-ons to increase stickiness and value
Prevent Recurrence
Build guardrails to catch renewal risk earlier.
Actions:
- Set up auto-alerts at T-180, T-120, T-90 for renewal preparation
- Define hygiene SLOs (patch compliance, ticket aging, estate health)
- Implement ongoing outcome tracking, not just SLA compliance
- Create renewal readiness checklist for all accounts
KPIs to Track
| Metric | Target | Frequency |
|---|---|---|
| Renewal Probability | Increasing trend | Monthly |
| Service Credits | ↓ to 0 | Monthly |
| SLA Compliance | At or above tier | Weekly |
| Patch Compliance | Improving trend | Weekly |
| Ticket Noise | ↓ 20-30% | Monthly |
Warning Signals
Backlog growing or SLA risk rising
Even without breaches, rising risk indicates service degradation the customer notices.
Service credits predicted
Credits erode trust and margin simultaneously. Prevent rather than pay.
Estate growth without rate update
Supporting more users/devices at the same price erodes margin invisibly.
Sponsor turnover
New stakeholders haven't experienced your value. They only see current issues.
Real Scenarios
The Silent Drift
Situation
Customer added 200 devices over 18 months. No rate adjustment requested.
Response
Document scope drift. Prepare CR with value justification. Present at QBR.
Outcome
Rate adjustment approved. Future estate changes trigger automatic review.
Credit-Triggered Conversation
Situation
Two months of service credits paid. Customer questions value.
Response
Root cause analysis. Remediation plan with dates. Weekly progress updates.
Outcome
Service stabilizes. Credit remediation plan prevents renewal discount.
Quick Wins
Start with these immediate actions:
- Run a patch compliance blitz on the noisiest 10 devices
- Clear any ticket aged >30 days this week
- Schedule executive touchpoint within 14 days
- Document all out-of-scope work performed in last 90 days
Related Playbooks
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