Tickets
Tickets
Tickets by organisation by month
Updated 9 Oct 26One column per category, stacked by series to the total. Basis: helpdesk, 789 source records.
Open by priority
Updated 9 Oct 26Ranked largest first; each bar is a share of the largest. No rows. Basis: helpdesk, 21 source records.
By category
Updated 9 Oct 26| Category | Tickets | Open |
|---|---|---|
| access_permissions | 84 | 4 |
| billing | 19 | 0 |
| bug | 79 | 2 |
| connector_sync | 117 | 3 |
| data_freshness | 82 | 1 |
| data_quality | 104 | 4 |
| feature_request | 59 | 1 |
| how_to | 174 | 5 |
| onboarding | 27 | 0 |
| performance | 43 | 1 |
| sla_query | 1 | 0 |
Incident
Incident inc_2026_07_refresh
Current to 11 Oct 26Release four-twelve went live at 18:30 on 20 Jul 2026, and 24 tickets from 14 customers followed over three days. Brains stayed available on stale data. Fenmoor received a £1,042 credit note, and the Quillmark Health deal was lost on 31 Jul 2026.
Release: release four-twelve, the incremental-load scheduler, went live at 18:30 on 20 Jul 2026. Ewan Pryce, Head of Platform, was on holiday, and Kieran Walsh, Platform Engineer, had started on 8 Jun 2026.
Tickets: the first came from Callum Reid at Fenmoor Specialty Underwriting at 07:42 on 21 Jul 2026. Fenmoor, on Enterprise with a 30 min target, saw first responses of 45 min, 44 min, 54 min and 24 min.
Fix: Sofia Marchetti's notices of 22 Jul 2026 gave a status-page notice at 11:40 and a fix expected at about 16:05. Bethan Lister told Veldmaat Payments at 16:23 that the fix was deployed, with backfill expected by 09:30 on 23 Jul 2026.
Usage: questions asked by the customers hit fell to 1241 on 21 Jul 2026 and 22 Jul 2026, against 1880 on 14 Jul 2026 and 15 Jul 2026 (-34%).
Review: the 29 Jul 2026 incident report calls it a freshness failure, not an availability failure, with both main actions open.
Customers: Gareth Whitlam at Brackwell Freight Ltd asked on 24 Jul 2026 what Brackwell is paying for. Escalation calls followed with Fenmoor, Brakkevoort Logistics and Veldmaat.
Money: credit note cn_001_01 for £1,042 net went to Fenmoor on 31 Jul 2026 as a one-off Enterprise freshness credit. Imogen Hartley has paused the claims team extension until freshness is evidenced.
Deals: Declan Furlong at Ardcarne Life Assurance is keeping a security finding open. The Quillmark Health deal, annual value £125,000, total £155,000, was lost on 31 Jul 2026, with the data-integrity incident named as the deciding factor.