Write a stakeholder update

To: CEO & Exec Team From: Head of Product, Cobalt Subject: Fortnightly Update (Weeks 7–8)

Here is where we stand for the last two weeks, the critical issues we face, our action plan, and where I need your input.

Where We Stand

We are currently outperforming our top-line targets. We’ve brought in $1.73M in new ARR across 8 weeks against our $1.6M pro-rata goal ($200k/week), closing Week 8 at a strong $248k. Pipeline looks healthy on paper, jumping to $3.35M. However, caveat emptor: Sales Ops adjusted the pipeline definition in Week 6 to include active free trials over 10 seats, masking underlying organic pipeline velocity. Furthermore, weekly active teams dipped to 8,190 in Week 8 (Week 7 data is currently missing due to a data pipeline outage, currently being backfilled).

What’s Wrong

Customer Support is in a critical state. Our support backlog has exploded to 455 tickets, and SLA compliance has plummeted to 72% (target: 90%).

This was triggered by the September pricing change. Invoicing-related tickets have doubled, and our current support bandwidth is completely overwhelmed. While two new hires have been approved, we do not yet have confirmed start dates.

What We’re Doing About It

1. Stabilizing Support: We are exploring short-term triage options, including engineering-led documentation updates to deflect self-service billing questions.
2. Data Recovery: Data engineering is actively backfilling the Week 7 active teams metric to restore full visibility.
3. Pipeline Audit: Sales Ops is recalibrating the pipeline reporting to separate true enterprise/mid-market opportunities from the newly included free trials so we can accurately forecast Q3 close rates.

What I Need From You

We face an immediate strategic decision regarding Week 10:

• Decision Needed: Should we pause the planned price change for existing customers scheduled for Week 10 until the current support backlog is cleared and SLAs are back above 90%?

Proceeding with the existing customer rollout while our SLA is at 72% risks a wave of churn and avoidable escalation tickets. I recommend pausing, but I need a final call from the exec team so Product and Support can communicate the adjustment internally and externally.

Cobalt | Fortnightly exec update

Where we stand - We’ve signed $1.673M in new ARR in weeks 1–8, against a 12-week target of $2.4M. That’s $73K ahead of target pace; we need another $727K, or about $182K/week, over the final four weeks. The last two weeks were our strongest, at $236K and $248K. - Qualified pipeline is reported at $3.35M, but it is not directly comparable with earlier weeks: since week 6, it includes active free trials over 10 seats. Treat the increase as a definition change, not proven pipeline growth. - Weekly active teams are broadly flat: 8,190 in week 8 vs. 8,210 in week 1. Week 7 is missing due to a data pipeline outage and is being backfilled.

What’s wrong - Support is the clearest operational risk. Backlog has climbed from 140 to 455 tickets; SLA performance has fallen from 96% to 72%, well below the 90% target. The backlog grew after September’s pricing change, with invoice-related tickets doubling. - Two support agents are approved, but their start date is still unset.

What we’re doing - We’ll work with Support to identify the highest-volume invoice issues and prioritize product fixes that reduce avoidable contacts. - We’re backfilling week 7 active-team data and will keep pipeline reporting clear about the changed qualification definition.

What we need - Decide whether to pause the week 10 price change for existing customers until the support backlog is cleared. Given the SLA and invoice-ticket trend, I recommend pausing it. - Set start dates for the two approved support agents.

Fortnightly product update — end of week 8

Bottom line: New ARR is ahead of pace, but support is deteriorating and usage is flat to slightly down. I recommend pausing the week-10 price change for existing customers until we restore support capacity and service levels.

Where we stand

• New ARR: $484k signed in weeks 7–8, up 15% on the prior fortnight. We’ve signed $1.673M against a $1.6M pace target, putting us $73k ahead. We need another $727k over four weeks—about $182k per week—to hit the $2.4M quarter target.
• Pipeline: Reported qualified pipeline is $3.35M, but the jump from week 6 includes a definition change: active free trials above 10 seats now count. We should not treat that increase as evidence of stronger demand. Before the change, pipeline had declined for five consecutive weeks.
• Usage: Weekly active teams reached 8,190 in week 8, down 1.4% from week 6 and broadly flat versus week 1. Week 7 is missing due to a data outage, so we cannot assess the full fortnight’s trajectory.

What’s wrong

Support backlog increased from 344 to 455 tickets this fortnight, while one-business-day SLA attainment fell from 79% to 72%, against a 90% target. Invoice tickets doubled after September’s pricing change. Another price change risks adding demand to an already overloaded queue.

Bookings are encouraging, but they do not establish healthy adoption or retention; the usage and support signals warrant attention.

Priorities for the next fortnight

• Support/Product: Triage invoice issues, identify recurring billing causes, and prioritise fixes and customer guidance that reduce repeat contacts. Track backlog and SLA daily.
• Data/Sales Ops: Complete the week-7 usage backfill and provide a like-for-like pipeline view separating newly included trials.
• Support hiring: Confirm start dates and ramp plans for the two approved agents.

What I need from the exec team

1. Approve pausing the week-10 existing-customer price change. Resume only once the backlog is cleared and SLA performance is sustainably back at or above 90%.
2. Secure start dates for both support hires this week and agree interim coverage if they cannot start before week 10.