Data Freshness Delay
Ticketclosed
Dunholm Precision: documents · Data Freshness Delay
Booking data in brain running 1-2 days behind source system. Support identified connector timeout as root cause affecting account manager ability to provide current information to clients.
What happened
What this says
Current to 11 Oct 26Booking data in brain running 1-2 days behind source system. Support identified connector timeout as root cause affecting account manager ability to provide current information to clients.
Problem: Booking data running 1-2 days behind source system, affecting account managers' ability to provide current information to customers. Nightly refresh logs show completion but underlying data pull is slow.
Handling: Support investigated connector logs and identified one connector timing out during data pull. Issue isolated to specific source but extends whole refresh cycle.
Watch: Data freshness directly impacts customer value perception. Connector optimisation needed to restore confidence.
Details
Updated 9 Oct 26Trail
created · Nathan Booth 12 Jun 2026 08:41We've noticed the data in the brain seems to be running behind. Some of our live bookings are showing up delayed, by the time our team sees them in the brain, they've already been updated in our system. This is impacting our ability to give clients accurate information. Is there an issue with the nightly refresh?- public_reply · Nathan Booth 12 Jun 2026 13:35Just to add more detail, we use the brain to show our account managers the latest booking status for clients. When the data is a day or two behind, they're giving clients outdated information. We've been tracking it and the lag is noticeable. Can you look into this?
- public_reply · Olivia Grant 12 Jun 2026 15:11Hi Nathan, thanks for the detail. I can see why that's a problem for your team. Can you tell me roughly how far behind the data is? Is it a few hours, a full day, or something else? And which systems are showing the delay, all of them or just bookings?
- public_reply · Olivia Grant 15 Jun 2026 09:26I've looked at the refresh logs for your account. The nightly refreshes are completing on time each morning, but I notice a couple of your connectors are taking longer to pull data than usual. One of them is timing out partway through. Let me dig into that and see what's causing the slowdown.
- public_reply · Nathan Booth 16 Jun 2026 13:46Thanks for investigating. That makes sense, we did notice the delay is mainly with booking data, which matches what you found with the connector. Let me know what you find with the timeout and if there's anything we need to do on our end.
- status_change · 22 Jun 2026 23:59