// Churn cost calculator

The annual dollar drain of slow support.

Plug in your MRR, churn rate, and response-time gap. The math runs live. The break-even point against an AI Support Department sits at the bottom of the page.

// Inputs
$150,000
$10,000$5,000,000
3.5%
0.5%15%
12 hr
1 hr72 hr
$180,000
$50,000$500,000
Avoidable churn this year
$63,000
The slice of your $63,000 annual churn attributable to slow response. Roughly 100% of total churn at a 12-hour wait.
Total annual churn $
$63,000
at 3.5% monthly
Slow-response slice
$63,000
the avoidable portion
AI Support · annual
$84,000
$7K/month retainer
Year-1 saving
—
avoidable − retainer
Break-even churn cut
4.67%
of annual revenue
Response time after
<1 min
vs 12 hrs today
// Your current motion vs AI Support Department
Your current motion
$63,000/ year lost
12-hour reply time · $180,000 loaded team cost
AI Support Department
$84,000/ year
Sub-minute first reply · 24/7 coverage · live in 14 days
Year-1 saving
—
Break-even churn cut
4.67%
// What now?

The numbers above run for hundreds of EOI clients.

If the avoidable slice is meaningful, apply for a 14-day support sprint. If you want to talk through the assumptions first, see the full AI Support Department offering.

Apply for a support sprint →See the offering →
// How the math runs

Annual revenue: MRR × 12. Annual churned revenue = annual revenue × monthly churn %. This is the dollar value of customers leaving over a full year at your current rate.

Response-time correlation: public research from Harvard Business Review on lead and support response time, and from SaaStr on retention curves, shows a roughly linear relationship between first-reply latency and churn beyond the first hour. We use a conservative slope of 0.08% additional monthly churn per hour of wait, capped at 5% monthly so the model stays honest at extreme inputs. The HBR study on response time found a 7× drop in qualification odds when first reply slipped past an hour; the support side of that same dynamic shows up as retention loss.

Avoidable slice: the portion of total annual churn attributable to the response-time gap. Bounded by total annual churn so it never exceeds the real loss. This is the number the AI Support Department actually attacks.

AI Support Department cost: reference retainer of $7K/month, $84K annual. Smaller than two part-time support reps fully loaded. Sub-minute reply on routine tickets, 24/7 coverage, live in 14 days. See the full offering for the engine and the pricing line.

Break-even: the percentage of annual revenue the retainer represents. Anything you recover beyond that point is net retained revenue. On most $1M+ ARR books the break-even sits below 1% of revenue, which is well under the avoidable slice the model surfaces.