Each EMEA tenant is scored on three weighted dimensions — Activity + ICP Fit + Urgency (max 100).
Hard gates and score thresholds assign P0 / P1 / P2, mapped to three follow-up paths.
Reference SQL: EMEA-Signal-Model-v0.sql
| Dimension | Max | Condition | Points |
|---|---|---|---|
| ACTIVITY | 40 cap |
tenant_avg_qps ≥ 1 | +25 |
| tenant_avg_qps 0.001 – 1 | +12 | ||
| cluster_count ≥ 1 | +10 | ||
| cluster_count ≥ 3 | +8 | ||
| cluster_count ≥ 10 | +5 | ||
| has_credit_card = 1 | +10 | ||
| QPS ≥ 1 and no credit card | +5 | ||
| FIT | 30 | entity_ai_category = company_ai_core | +30 |
| company_ai_related | +20 | ||
| company_non_ai + corporate email domain | +15 | ||
| company_non_ai + free email | +5 | ||
| institution_non_ai | +8 | ||
| unknown / individual | +3 / +0 | ||
| URGENCY | 30 cap |
New signup company_ai_core (within 24h) | +20 |
| New signup company_ai_related (within 48h) | +15 | ||
| plan = poc | +15 | ||
| tenant_avg_qps ≥ 50 | +15 | ||
| cluster ≥ 3, no credit card (not individual) | +12 | ||
| error_message present | +10 | ||
| TOTAL | 100 | ACTIVITY + FIT + URGENCY | — |
First matching rule wins. P2 merges former P2 + P3 (individuals and all others).
| Tier | Entry conditions (any one) | Score guide |
|---|---|---|
| P0 |
|
typically ≥ 55 fallback ≥ 75 |
| P1 |
|
≥ 45 |
| P2 | All others (individual signups, low-score companies, low-activity tenants) | < 45 |
CS overlay
error_message present → needs_cs_fix = 1, runs in parallel; does not change priority.
| Tier | Action | Owner | What to do (detail) | Timeline | Volume* |
|---|---|---|---|---|---|
| P0 | slack_slg | AE / TAM | Slack channel alert (#emea-slg-alerts): @assignee visible same day. Claim within 4h; first touch (email or LinkedIn) same day — reference business_description, QPS, POC status. Create HubSpot contact and log activity. If no reply, one follow-up within 48h. Strict entry — no bulk channel alerts. | Today first touch within 4h of alert |
11 |
| P1 | hubspot_slg | AE | HubSpot contact + task (no Slack channel): first outreach via email or LinkedIn within 48h; qualify use case, book discovery call. Owner: sales_owner_email, else emea-ae-pool. Task due = +2 business days. Applies to: AI-related new signups, corporate-domain new signups, multi-cluster without credit card. | Within 48h task due +2 bd |
27 |
| P2 | plg_automation | Growth automation |
No sales touch, two tracks: • individual: Day 0 (within 2h) welcome + connection string + first query guide; Day 3 no QPS → activation nudge (SSL / cold start); Day 7 if activated → referral ask. No HubSpot SLG queue. • non-individual low score: Day 0 welcome + vertical case study; Day 5 customer story; Day 14 light check-in; AI companies get agent-memory / vector docs. Upgrade to P1: QPS ≥ 1 for 3 consecutive days → auto HubSpot task. |
Automated Day 0/3/7 or 0/5/14 |
149 |
| CS | — | CS | Parallel: open ticket within 4h; investigate cluster/API error; CC assigned AE for high-value tenants. Contact customer only if service is blocked. | Ticket within 4h | ~5 |
* Volume from regional_support live run (187 tenants = latest new_signup batch + active tenants); changes daily.
activity_scorefit_scoreurgency_scoretotal_scorepriorityfollow_up_actionfollow_up_detailtimelineassigneeneeds_cs_fixcs_follow_up_detail| Tenant | Trigger (typical) | Action |
|---|---|---|
| Quickfire | QPS ≥ 50 | slack_slg |
| Pixl8 Group Limited | QPS ≥ 50 | slack_slg |
| ar's Org | QPS ≥ 50 | slack_slg |
| Mustapha's Org | QPS ≥ 10 + AI core | slack_slg |
| Dave's Org | TOTAL ≥ 75 fallback | slack_slg |
| Arkbauer / Workday / Sinch / Tomasz / Zachary | POC + AI company | slack_slg |
| Jacob's Org | QPS ≥ 50 | slack_slg |