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Refund Policy v3 (current)

Northwind Refund Policy v3 This supersedes v2 (which capped refunds at $5k regardless of plan). TL;DR | Plan | Within 30 days | 30–90 days | After 90 days | |------|------------…

Sarah Chen· VP Customer Success25d ago

Sales Discount & Pricing Exception Matrix

Sales Discount & Pricing Exception Matrix Standard discount ladder - < 25 seats: No discount. List price only. - 25–99 seats: Up to 15% AE-approved. - 100–249 seats: Up to 25% AE…

Maya Okafor· VP Revenue19d ago

On-Call Incident Response — Engineering

On-Call Incident Response (Engineering) Severity definitions - SEV1: Customer-facing outage, data loss, or security incident. Revenue impact. - SEV2: Major degradation (P95 laten…

David Park· Staff SRE12d ago

CSM Operating Manual — Customer Health Scoring

Customer Health Scoring (v2) Health score is computed weekly. CSMs review the dashboard every Monday. Score components (100 total) - Usage (40 pts): WAU/seat ratio, feature adopt…

Sarah Chen· VP Customer Success1mo ago

How to buy software at Northwind

Software Procurement TL;DR | Annual cost | Approver | |-------------|----------| | < $1,200 | Manager | | $1,200–$10k | VP of function | | $10k–$50k | CFO | | $50k | CFO +…

Priya Shah· Head of Operations1mo ago

Refund cap update — Enterprise can now go beyond $5k

Sarah Chen [Apr 8, 3:45 PM] Heads up team — I just published Refund Policy v3. The big change: we're removing the $5k hard cap for Enterprise customers. After 90 days, Enterprise…

Sarah Chen· VP Customer Success24d ago

TechCorp discount escalation — 35% / 150 seats / 2-year

Tom Reilly [Mar 14, 11:30 AM] @Maya Okafor — TechCorp wants 35% off for 150 seats, 2-year prepay. Per the matrix that's above my AE authority (max 25% + 5% multi-year boost = 30%)…

Tom Reilly· AE1mo ago

Payments-svc latency spike — Stripe webhook storm

David Park [Feb 14, 3:00 PM] SEV2 declared. payments-svc P95 has been 4x baseline for last 12 min. Webhook queue depth at 14k. Aisha Rahman [Feb 14, 3:04 PM] Looking. Stripe just…

David Park· Staff SRE2mo ago

Decision: standardizing on TanStack Query over SWR

Marco Silva [Feb 28, 1:00 PM] We've been mixing SWR and TanStack Query across the dashboard codebase. Time to standardize. Voting in the thread by EOD. Jenny Liu [Feb 28, 1:14 PM]…

Marco Silva· Eng Manager2mo ago

External comms — who can talk to press

Priya Shah [Jan 30, 7:00 PM] Reminder for the team: TechCrunch reached out about our Series A. Please do NOT respond directly to press inquiries. Forward all of them to me or to c…

Priya Shah· Head of Operations3mo ago

Lumen Labs — discount ask was rejected at 38%, came back at 28%

Tom Reilly [Jan 19, 4:00 PM] Lumen Labs is asking for 38% off / 80 seats / 3-year prepay. Per matrix that's well above what I can do (max 23% at that seat count + 8% multi-year =…

Tom Reilly· AE3mo ago

Engineering hiring loop — required steps

Marco Silva [Dec 31, 3:00 PM] For 2026 we're standardizing the eng loop: 1. Recruiter screen (30 min) — Priya 2. Hiring manager intro (45 min) 3. Take-home (4 hr cap, paid $200 fo…

Marco Silva· Eng Manager4mo ago

TICK-4521: Acme Industries — Stripe webhook delivery delays

Customer: Acme Industries (Enterprise, Sarah Chen owns) Status: In progress — eng investigating Priority: P2 Assigned to: Marco Silva (eng), Aisha (support) Issue Acme is reporti…

Aisha Rahman· Support Engineer12d ago

TICK-4488: Lumen Labs — wants refund 6 months into contract

Customer: Lumen Labs (Enterprise, signed Jan 2026) Status: Resolved — credit issued Decision: 6-month credit ($48k) per policy v3 Customer message (paraphrased) "We've been on No…

Sarah Chen· VP Customer Success12d ago

TICK-4602: Globex — SSO config not working

Customer: Globex (Growth tier, Tom Reilly owns) Status: Resolved — config issue on customer side Globex's IT configured the SAML response without the NameID format we require (urn…

Aisha Rahman· Support Engineer8d ago

TICK-4471: Pied Piper — wants 50 free seats

Customer: Pied Piper (prospect, no contract yet) Asked for 50 free seats on top of a 200-seat purchase. Per Maya's anti-pattern doc: we don't stack discounts AND free seats. Count…

Tom Reilly· AE21d ago

PM-2026-02-14: payments-svc Stripe webhook retry storm

PM-2026-02-14: payments-svc Stripe webhook retry storm Severity: SEV2 Duration: 32 minutes (3:00 PM – 3:32 PM PT) Customer impact: P95 latency 4x baseline for payments-related ope…

David Park· Staff SRE2mo ago

PM-2025-04-15: payments-svc pod restart caused 40 double-charges

PM-2025-04-15: payments-svc pod restart double-charge incident Severity: SEV1 Duration: 45 min until detected; ~2 hours customer impact for affected accounts. Customer impact: 40…

David Park· Staff SRE1y ago

Routing Engine v2 migration spec

Routing Engine v2 Why Routing v1 (rule-based DAG) doesn't handle: - Multi-team round-robin with skill weighting. - Time-zone aware on-call rotation for support escalation. - "Sti…

Jenny Liu· Senior Engineer2mo ago