Refresh issue today and what we're doing about it
Email thread Hollins Tarrant: documents · support
Sofia Marchetti told Jenna Price that the data refresh did not complete, that a fix was due at about 16:05 and backfill by 09:30 the next morning. There is no customer response in the thread.
What was said
What this says
Current to 10 Oct 26Sofia Marchetti told Jenna Price that the data refresh did not complete, that a fix was due at about 16:05 and backfill by 09:30 the next morning. There is no customer response in the thread.
Notice: Sofia Marchetti wrote on 22 Jul 2026 that the refresh failed for several customers including Hollins Tarrant, so the brain may be out of date. A status page notice went up at 11:40.
Plan: a fix was expected at about 16:05, with backfill complete by 09:30 the next morning and a further email to follow. Sofia asked Jenna to treat the data as possibly behind.
Customer view: there is no customer response in the thread. The evidence does not show the customer's tier, so any service credit position is not shown.
The thread
Updated 9 Oct 26Messages
Sofia Marchetti 22 Jul 2026 14:01Dear Jenna, I want you to hear this from me directly. Let's be clear about what happened: the data refresh for a number of our customers, Hollins Tarrant included, did not complete as it should have, so what you see in the brain this morning may be out of date. We posted a notice on the status page at 11:40 today. Here is what we will do. Our engineers are deploying a fix, and we expect it to be in place at about 16:05 this afternoon. Once it is, the missed data will be backfilled, and we expect that to be complete by 09:30 tomorrow morning. I will write to you again as soon as it is confirmed. Until then, please treat anything in the brain as possibly behind. If anything looks wrong after tomorrow morning, reply to me directly and I will look into it myself. I own this, and I'm sorry for the disruption. Best regards, Sofia Marchetti Head of Customer Success, BB-Demo