Ovenden Software / BG-Demo – Demo
Callcompleted
Ovenden Software · 2 Apr 2024 14:00
Ovenden Software's Support Operations Lead tested access control, the audit log and broken-connector behaviour. He was satisfied on audit and stale data, but wants the data residency wording in writing before going further.
What was said
What this says
As at Fri 9 Oct 2026Ovenden Software's Support Operations Lead tested access control, the audit log and broken-connector behaviour. He was satisfied on audit and stale data, but wants the data residency wording in writing before going further.
What happened: Tom Ashdown and Tobias Renwick ran the demo on 2 Apr 2024 for Louise Sutcliffe and Aaron Crowther. Aaron pressed on leavers' access, the audit log, wrong answers and what happens when a connector breaks.
Customer view: Louise said the team had started using the product and preferred honesty to confidence. Aaron accepted the stale-data labelling but said it is when the tool guesses that worries him.
Commercial: The dashboard builder, which Louise's team can use without BG-Demo, fits the Growth tier. Aaron's legal people will ask about data residency, which touches the dedicated EU or US residency add-on.
Watch: Tobias would not promise residency wording in the demo. Tom committed to send it, with the audit export example, by the end of that week. No decision-maker attended, and the evidence does not show the outcome.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send the follow-up with the residency wording and audit export example by the end of that week.
- Tobias Renwick to supply the written data residency wording to Aaron Crowther.
Risks
As at Fri 9 Oct 2026- Aaron is worried about the tool guessing and wants the audit log checked before he signs off.
- Legal review of data residency wording could delay or block progress if the written answer is weak.
Opportunities
As at Fri 9 Oct 2026- The dashboard builder lets the customer's team build ticket and usage views themselves.
- A data residency requirement could open the dedicated residency add-on.
Transcript
Tom AshdownAfternoon, all. Thanks for coming back. Louise, how's the week going?
Louise SutcliffeNot bad. The team's finally been using the thing we were talking about, which is a relief.- Tom AshdownBrilliant, that's the right sign. Aaron, you're joining us again?
Aaron CrowtherI am. I've been thinking about the access question since last time.
Tobias RenwickGood. Let's start with that, then. The honest answer is that nothing is copied out of your Snowflake account, so the access question becomes one of your roles, not ours.- Aaron CrowtherRight. What happens if someone leaves? Does their access go with them?
- Tobias RenwickIt should, if your identity provider is the source of truth. The trade-off is that if a leaver's account lingers in your directory, it lingers in ours too. So we'd want your offboarding process to be in good order.
- Aaron CrowtherOur offboarding is decent, but I'd want to see the audit log before I signed it off.
- Tobias RenwickFair. I'll show you where that sits. Tom, do you want to carry on with the demo?
- Tom AshdownYes, let's go. Shall I share the screen?
- Tobias RenwickPlease. I'll talk while you click.
- Tom AshdownSo this is the dashboard builder. Your team can put together a view of tickets against usage without asking us.
- Louise SutcliffeCould my team build it, or does it need one of you?
- Tom AshdownYour team builds it. We're there to help the first time, then you're on your own. No drama.
- Aaron CrowtherAnd the audit log?
- Tobias RenwickHere, on the right. Every question and every data read is logged against the user who asked. You can export that.
- Aaron CrowtherGood. Can I see an example of a support question, the sort that comes in every week?
- Tom AshdownYes, let's try one. Tobias, ask it why this customer's last ticket is still open.
- Tobias RenwickThe tool answers from the ticket and usage data together, and it tells you which sources it used. If it's guessing, it says so.
- Aaron CrowtherThat's what we'd need. It's when it guesses that worries me.
- Tobias RenwickTo be precise, it's designed to say when a source is missing. The honest answer is that it can still be wrong, which is why the sources are shown.
- Louise SutcliffeThat's a fair answer. I'd rather it was honest than confident.
- Tom AshdownLovely. Shall we do a second question?
- Louise SutcliffeYes, the one about which customers have gone quiet.
- Tom AshdownYes. Tobias, that's the usage view again.
- Tobias RenwickYes, I'll do it from the team view, so you see who's logging in and when.
- Aaron CrowtherRight, I'm going to try a bad question. Can you show what happens if a connector breaks?
- Tobias RenwickYes. The honest answer is that the connector shows as stale, the records stop moving, and the answer tells you the data is out of date.
- Aaron CrowtherGood. We'd want that flagged, not hidden.
- Tobias RenwickAgreed. We'd rather be blameless about it: a broken source is a platform problem to look at together, not a reason to blame your data.
- Louise SutcliffeMm. And what happens to the data while it's stale?
- Tobias RenwickThe answer is labelled as stale, and it still shows the last refresh time. Nothing's silently wrong.
- Tom AshdownBrilliant. So that's a yes on the audit, a yes on the stale data, and the team can build the views. Anything else?
- Aaron CrowtherOne thing. I'd want to see the data residency wording before we go further. Our legal people will ask.
- Tobias RenwickYes, I'll send that. I don't want to make a promise in the demo that I can't put in writing.
- Tom AshdownLeave that with me, I'll make sure it's in the follow-up. Tobias, is the audit log export on the same page?
- Tobias RenwickIt is, yes.
- Louise SutcliffeI think that's everything from us. Thanks, both of you, that's been really helpful.
- Tom AshdownNo drama. I'll send the follow-up by the end of the week, with the residency wording and the export example.
- Aaron CrowtherGreat. Thanks. Speak soon.
- Tobias RenwickThank you all. Goodbye.