Refresh issue: where things stand
Email thread Fenmoor Specialty Underwriting: documents · support
On 22 Jul 2026 Sofia Marchetti told Callum Reid that the nightly refresh did not complete and data was stale though the brain stayed available. A fix and backfill were promised; there is no customer response in the thread.
What was said
What this says
Current to 10 Oct 26On 22 Jul 2026 Sofia Marchetti told Callum Reid that the nightly refresh did not complete and data was stale though the brain stayed available. A fix and backfill were promised; there is no customer response in the thread.
Ask: B-Brain is writing first, to own the miss. Sofia says the brain was available but the data was not fresh, and bordereaux figures pulled that day should be checked against source.
Customer view: There is no customer response in the thread. Callum's team had already raised tickets, which Sofia is tying to one fix.
Next: Sofia expects the backfill to be complete by 09:30 the next day and will write again at each step. She has said she will come back in writing on the freshness position under the Enterprise terms.
The thread
Updated 9 Oct 26Messages
Sofia Marchetti 22 Jul 2026 14:05Hi Callum, I know how much your team relies on the dashboards being right first thing, so I'll be straight about what has happened. Let's be clear about it: our nightly refresh did not complete properly this morning, and some of what your underwriters and operations team see is older than it should be. The brain has been available throughout, but the data behind it has not been fresh. We posted a notice on the status page at 11:40. Here is what we will do. The engineers are deploying a fix this afternoon, and once it is in, the missed data is backfilled. We expect that to be complete by 09:30 tomorrow. I'll write to you again as soon as the fix is deployed, and again when the backfill is done and checked. Until then, please treat any bordereaux figures pulled today with caution and check them against source before they go to a capacity provider. I have seen the tickets your team raised and I'm making sure they are all tied to this one fix, so nobody has to chase separately. Your Enterprise terms cover data freshness, and once we know exactly how many days were affected I will come back to you on that in writing. I own this. If anything urgent comes up before my next note, reply here or ring me and I'll pick it up myself. Best regards, Sofia Marchetti Head of Customer Success, B-Brain