Veldmaat Payments / BB-Demo – Escalation
Callcompleted
Veldmaat Payments: documents · 2026-07-28 08:00
Veldmaat's nightly refresh has missed 07:00 on several mornings and five high priority tickets were raised. BB-Demo has no root cause yet. Joost wants the missed commitment stated plainly and a written answer on service credits.
What was said
What this says
Current to 10 Oct 26Veldmaat's nightly refresh has missed 07:00 on several mornings and five high priority tickets were raised. BB-Demo has no root cause yet. Joost wants the missed commitment stated plainly and a written answer on service credits.
What happened: The 28 Jul 2026 escalation call confirmed the refresh finished after 07:00 on several mornings. Ewan Pryce had no root cause and will capture per-connector timings that night.
Customer view: Joost Verbeek said updates carried no reason and asked for the missed 07:00 commitment to be said plainly. Sanne Bakker is tired of explaining stale data to account managers and merchant risk staff.
Commercial: Elena Novak accepted the 07:00 commitment was missed but would not state what service credits apply until she has read the order form. Joost asked for it recorded as an action with no date given.
Watch: Usage is growing across more teams, so each stale morning is seen by more people. The credit answer is the open commercial item and the stopgap Slack note is explicitly not accepted as a fix.
Themes
Current to 9 Oct 26Theme
Missed nightly refresh escalation
Importance
complaint
Sentiment
negative
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ewan Pryce captures per-connector timings that night and shares first evidence the next morning.
- Dominic Hale sends an update by 16:00 UK time that day, then at 08:00 UK time daily until closed.
- Elena Novak sends the written answer on service credits after reading the order form.
Risks
Current to 9 Oct 26- Repeated misses of the 07:00 refresh commitment, with no root cause yet, could turn a service complaint into a renewal risk.
- Wider internal use means stale data is now visible to account managers and merchant risk, and Sanne Bakker is absorbing the questions.
- The service credit position is unconfirmed and no date was given for the written answer.
Opportunities
Current to 9 Oct 26- A clear root cause and daily written updates could rebuild trust with Joost Verbeek.
- Growing use across more teams shows the brain is gaining value, which supports a later conversation on capacity.
Transcript
Dominic Hale NoneMorning, all. Can everyone hear me? Ewan, I think you're on mute.
Ewan Pryce NoneMorning. Better now?- Dominic Hale NoneYes, thanks. Elena, Joost, Sanne, good morning. Let me start with what's confirmed and what isn't, and then Elena has an agenda. Confirmed: the nightly refresh for Veldmaat has finished after 07:00 on several mornings this month, and Sanne has raised five high priority tickets in that time. Not confirmed: why. I've taken ownership of this, and Ewan is here for the platform side.
Elena Novak NoneThank you, Dominic. To confirm the agenda I emailed yesterday: one, the dates of the refresh misses. Two, what is known about the cause. Three, what Veldmaat needs in the meantime. Four, written actions with owners. Joost, is that acceptable?
Joost Verbeek NoneYes. But first a question. What was agreed after the last miss was an update on each one, with a reason. Was that done?- Dominic Hale NoneUpdates went on every ticket. You're right that they didn't carry a reason, and that's because we didn't have one. I'd rather tell you that than guess.
- Joost Verbeek NoneTo be honest, that is the problem. Sanne, the dates, please.
Sanne Bakker NoneRefresh not complete at 07:00 on Monday. Again Thursday last week. Again the Tuesday before. The Friday it finished, but after 07:00, so the risk team had already opened it. And the Wednesday before that. Again. All in my log.- Dominic Hale NoneThanks, Sanne. That matches what we have on the tickets, so there's no disagreement on the facts.
- Ewan Pryce NoneIn short: the overnight job overran on those nights. That's on us. Root cause, not symptom. I don't have it yet, and I won't give you a guess. The job ran, it ran long. Why it ran long, I can't say today.
- Joost Verbeek NoneSo what is the plan?
- Ewan Pryce NoneTonight we capture timings for each connector, start to finish. HubSpot, Zendesk, the accounting system, all of them. I'll have first evidence tomorrow morning. I'm not changing anything on the platform on a hunch.
- Sanne Bakker NoneWhich one is slow? You must have a feeling.
- Ewan Pryce NoneI've a feeling. I'm not going to say it, because if it's wrong you'll chase the wrong thing. Give me the timings.
- Sanne Bakker NoneFine. Then I'll keep logging.
- Dominic Hale NoneHere's what we'll do on our side. Next update by 16:00 UK time today, even if it's only to say there's nothing new. After that, 08:00 UK time every morning until this is closed. If tomorrow's refresh misses, Sanne tells us at 07:00 your time and I will call Joost myself.
- Elena Novak NoneTo clarify the time zone: 08:00 in London is nine o'clock in Amsterdam. I will make sure the written updates say both.
- Joost Verbeek NoneGood. Now the contract. What was agreed was a refresh complete by 07:00 on every business day. It has not been. I want that said plainly.
- Dominic Hale NoneIt's been missed. I'm not going to dress that up.
- Elena Novak NoneTo confirm, the 07:00 commitment is in the service levels and I accept it was missed. On service credits, I need to read the order form wording before I say what applies. I will not guess in front of you. I will make sure you have a written answer.
- Joost Verbeek NoneWhen?
- Elena Novak NoneAs soon as I have read it. I would rather not give you a date and miss it, which is what you have just had from us. I will send it in writing, and I will tell you in that email if anything depends on a colleague.
- Joost Verbeek NoneRecord it as an action.
- Elena Novak NoneIt is recorded.
- Joost Verbeek NoneOne more thing. More of my people are on the brain now. Account managers, merchant risk. When it is stale, more people see it. And they ask Sanne, not you.
- Sanne Bakker NoneI don't want to explain stale data to account managers again. I've done it enough.
- Ewan Pryce NoneUnderstood. Usage going up means this matters more, not less. That's why I'm not touching anything until I can see it.
- Dominic Hale NoneCan I add one practical thing? If the refresh is going to be late, can Sanne put a note in the channel your teams use so they know before they open it? We can't see your channel, so that one's yours.
- Sanne Bakker NoneI can do a Slack note. It shouldn't be my job. But yes.
- Joost Verbeek NoneFine, as a stopgap. Not as the answer.
- Elena Novak NoneTo summarise the actions. One: Ewan captures per-connector timings tonight and gives first evidence tomorrow morning. Two: Dominic sends the next update by 16:00 UK time today, then 08:00 UK time daily. Three: I send the written answer on service credits after reading the order form. Four: Sanne posts a note when the refresh is late, and keeps her log. I will send these in writing this morning.
- Joost Verbeek NoneGood. Then we speak tomorrow. Dank je wel.
- Dominic Hale NoneThanks, everyone. Speak tomorrow.
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