Skip to main content

​
RENEWAL AGENT — Q&A

Q: When does the Renewal Agent start tracking a contract? 180 days before the contract end date. At 180 days:
  • Contract enters the renewal pipeline
  • Renewal health composite score calculated (1–100)
  • Projected ARR flagged in the forecast waterfall
Alert sequence:
  • 180 days: added to pipeline, AM notified
  • 120 days: health score calculated, upsell opportunity flagged to AM
  • 60 days: escalation if renewal quote not sent
  • 30 days: daily CFO briefing item
  • 14 days: urgent — immediate CFO + AM action
  • 7 days: critical — CFO, AM, and senior leadership
Q: What happens when a contract expires without renewal confirmation? Fincelo never shows “Expired” if renewal intent has been flagged. Instead, it activates a configurable grace period (30/45/60 days). ARR is marked “At Risk — Grace Period” in the waterfall (not churned). Three gap billing options are presented to the CFO:
  1. Bill the gap period at the existing rate
  2. Extend the expiring contract by the gap period
  3. Mark as goodwill — no invoice for the gap
Fincelo never auto-decides. CFO chooses and the choice is logged.
Q: What is the renewal health composite score? Score 1–100 calculated from 5 factors:
  • Payment score: 30 points max
  • Product usage (logins, feature adoption): 25 points max
  • QBR / executive engagement: 20 points max
  • Support ticket sentiment: 15 points max
  • Contract tenure: 10 points max
Below 50 → Renewal agent escalates to AM. Below 30 → Renewal agent escalates to CFO with churn risk label. Score updates weekly. Trend shown (improving/declining).