Overnight refresh timeout, Calls connector

Ticketclosed

Brimscombe Energy · Overnight refresh timeout, Calls connector

Nikhil reports Calls connector timeout before 07:00 completion, blocking key-account team from latest call recordings. Root cause: concurrent warehouse load on customer's Snowflake instance. Olivia restarts refresh (expected within 30 minutes). Recommends warehouse scaling review.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Nikhil reports Calls connector timeout before 07:00 completion, blocking key-account team from latest call recordings. Root cause: concurrent warehouse load on customer's Snowflake instance. Olivia restarts refresh (expected within 30 minutes). Recommends warehouse scaling review.

Data freshness and support SLA issue. Enterprise SLA requires nightly completion by 07:00; timeout prevents that. First response 123 minutes misses Enterprise P1 target of 30 minutes.

Problem: Timeout is partially customer-owned (warehouse scaling) but BG-Demo still missed first response SLA. Root cause correctly identified by Olivia.

Watch: Enterprise SLA credit likely owed for both first response miss and data freshness breach. Customer needs to optimise Snowflake warehouse scaling.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_freshness

Channelemail

First response (min)123

CSAT5

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Trail

Internal note · Olivia Grant 13 Jun 2025 12:18
Refresh timeout alert just triggered for Calls connector at 06:59. Checking load metrics. Nikhil likely to report.
created · Nikhil Rao 13 Jun 2025 12:27
The Calls connector refresh timed out this morning before 07:00 local completion time. Load started at 06:55 but didn't finish. This is blocking our key-account team from seeing latest call recordings and is a priority. Connector worked fine yesterday. Can you investigate and restart the load? Nikhil
Public reply · Olivia Grant 13 Jun 2025 14:30
Hi Nikhil, I've picked this up. The timeout was caused by concurrent query load on your Snowflake warehouse during the sync window. I've restarted the refresh and it's running now, should finish within half an hour. I'd recommend reviewing your warehouse scaling settings with your DBA to handle concurrent queries during the nightly window. I'll confirm once it's done. Olivia
Status change · Olivia Grant 19 Jun 2025 14:47
Status change · 23 Jun 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help