July refresh outage and the service credit
Email thread Fenmoor Specialty Underwriting: documents · billing
Imogen Hartley, Chief Data Officer, wrote directly after several failed nightly refreshes in July and asked whether the Enterprise credit is recognised. Daniel Okafor confirmed on 5 Aug 2026 that it is due.
What was said
What this says
Current to 10 Oct 26Imogen Hartley, Chief Data Officer, wrote directly after several failed nightly refreshes in July and asked whether the Enterprise credit is recognised. Daniel Okafor confirmed on 5 Aug 2026 that it is due.
Ask: Imogen wants written confirmation of the July credit and how it will appear on the account. She says stale data hit underwriting operations just as capacity providers were asking questions.
Customer view: serious but not hostile. She wants something to show internally on what BB-Demo will do.
Next: Daniel accepted that the Enterprise order form covers freshness, that the July mornings are breaches, and that the credit note is a one-off. Rachel Dunmore raises the credit note, and Daniel promised a root-cause update by the end of that week.
The thread
Updated 9 Oct 26Messages
Imogen Hartley 31 Jul 2026 08:54Daniel, I wanted to write to you directly rather than go through the helpdesk again. As you know, the nightly refresh failed to complete several mornings running this month, and my underwriting operations team were working from stale submissions and bordereaux data at exactly the point our capacity providers were asking us questions. That is a real problem for us, not an inconvenience. We are on the Enterprise tier, and my understanding is that the contract covers data freshness as well as availability. The real question is whether the credit that is due for July has been recognised on your side, because nobody has yet said so in writing. I have no wish to make this adversarial. I've seen this work well, and I would like it to again. But I do need something I can show internally to say what BB-Demo will do about it. Could you confirm the position and how the credit will appear on our account? Best, Imogen
Daniel Okafor 5 Aug 2026 09:56Dear Imogen, Thank you for writing to me directly, and I'm sorry it has taken until now to give you a proper answer. Just to close the loop: you are right. Your Enterprise order form covers data freshness as well as availability, and the mornings the refresh did not complete in July count as breaches. The service credit is due, and it is a credit for each month with a breach, as set out in your order form. I have copied Rachel Dunmore from our finance team. She will raise the credit note and send it to you with the reference so that you can match it against your records. Please note that a credit note is a one-off adjustment for July. It does not change your contracted annual fee or your contract, which still runs to 30 Jun 2027. I also want to say plainly that your team's frustration is fair. They were answering questions from capacity providers on data that was not current, and no credit entirely makes up for that. I'm continuing to work with our engineers on the cause, and I'll come back to you by the end of this week with what we know and what we are changing. If it would help, I'd be glad to walk you or a colleague through it on a call. Best wishes, Daniel