Refresh not complete at 07:00
Ticketsolved
Veldmaat Payments: documents · Refresh not complete at 07:00
Sanne Bakker reported the eleventh refresh SLA breach since going live. Bethan escalated to Ewan Pryce, who identified the root cause as inefficient query performance on the Exact Online connector merge operation with large merchant volumes.
What happened
What this says
Current to 10 Oct 26Sanne Bakker reported the eleventh refresh SLA breach since going live. Bethan escalated to Ewan Pryce, who identified the root cause as inefficient query performance on the Exact Online connector merge operation with large merchant volumes.
Problem: the eleventh refresh SLA breach since 5 Jan 2026 go-live. Sanne confirmed no errors in source systems and consistent pattern of late completion (sometimes 09:00–10:00). Handling: Bethan escalated to Ewan Pryce, who reviewed query performance and identified root cause: the Exact Online connector was pulling large merchant reference volumes with an inefficient join plan in the refresh query. Ewan committed to optimise the query plan and re-test before the next cycle. Watch: this is the first diagnosis of a specific root cause across the six-month pattern. Resolution of the join query should restore SLA compliance; if it does not, investigate whether other connectors have similar issues.
Details
Updated 9 Oct 26Trail
created · Sanne Bakker 1 Oct 2026 16:19Refresh not complete at 07:00 on 1 Oct 2026. This is the eleventh time since we went live on 5 Jan 2026. We need this fixed. Sanne- public_reply · Bethan Lister 1 Oct 2026 17:11Hi Sanne, thanks for flagging this. Just so I've got this right, the nightly refresh isn't landing by 07:00 your time on 1 Oct 2026. Can you tell me: are you seeing any error messages in the refresh logs? And has anything changed in your source systems recently – HubSpot, Zendesk or Exact Online? Let me know. Thanks, Bethan
- public_reply · Sanne Bakker 2 Oct 2026 14:40No error messages. Refresh starts at the right time but completes late, sometimes 09:00 or 10:00. Nothing changed on our side. Pattern has been consistent for weeks.
- public_reply · Bethan Lister 2 Oct 2026 17:00Understood. I'm escalating this to the platform team so they can investigate the refresh performance for your account. I'll send them the timestamps of the recent late finishes and loop you in when they have an update. Thanks, Bethan
- public_reply · Sanne Bakker 6 Oct 2026 15:06Any update from platform? Refresh was late again this morning.
- internal_note · Bethan Lister 6 Oct 2026 16:48Ewan reviewed query performance on Veldmaat refresh. Exact Online connector pulling large merchant reference volumes. Query plan inefficient on the join. Root cause identified – will optimise and re-test before next cycle.