Export timeout on large datasets

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Hollowmere Care Group: documents · Export timeout on large datasets

Josh reported timeout errors when exporting thousands of records from the incidents dashboard. Support diagnosed a timeout limit on large exports and escalated to platform engineering to increase the limit for Enterprise accounts.

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What happened

What this says

Current to 11 Oct 26

Josh reported timeout errors when exporting thousands of records from the incidents dashboard. Support diagnosed a timeout limit on large exports and escalated to platform engineering to increase the limit for Enterprise accounts.

Problem: Josh could not export large datasets (more than a few thousand records) from the incidents dashboard; the export started but failed after a few minutes. Handling: Bethan identified a timeout limit in the Enterprise setup and escalated the issue to Kieran's platform team to increase the limit in the next release. The issue was resolved in 7 days. Watch: The first response time (59 minutes) exceeded the Enterprise P1 target of 30 minutes. This is a blocking feature for the customer's data analysis workflow.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorybug

Channelweb

First response (min)59

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created · Josh Fairburn 18 Sep 2026 17:27
Hi, I'm getting a timeout error when trying to export data from the incidents dashboard. The export starts but fails after a few minutes. It happens whenever I try to export more than a few thousand records at once.
public_reply · Bethan Lister 18 Sep 2026 18:26
Just so I've got this right: the export starts but then times out? Can you tell me which dashboard you're using and roughly how many records you're trying to export?
public_reply · Josh Fairburn 22 Sep 2026 14:07
It's the incidents dashboard. I was trying to export all incidents across all homes for the past quarter, thousands of records.
public_reply · Bethan Lister 23 Sep 2026 10:20
I've found the issue. There's a timeout limit on large exports in your current setup. I'm escalating this to our platform team to increase the limit for Enterprise accounts.
internal_note · Bethan Lister 23 Sep 2026 14:37
Platform team confirmed there's a timeout on large exports. Kieran raising this for next release to increase the limit for Enterprise tier.
status_change · Bethan Lister 25 Sep 2026 15:06
status_change · 29 Sep 2026 23:59

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