Kingdon Diagnostics

Support: on 13 Apr 2026 Ryan Heslop reported that the nightly refresh ran late and referral data was missing. Olivia Grant confirmed a platform backlog that cleared by 06:30 and data was restored.

Support: on 28 Apr 2026 Ryan reported that search ignored end dates in filters. Olivia found a date picker timestamp bug and the patch was deployed and tested.

Renewal: at the 26 May 2026 QBR, Marcus Bell reported active users in the high twenties against 150 licensed, with questions asked holding up better. Graeme said he would not commit to the renewal without a business case, and Marcus had no time-saved figure he would stand behind.

Commercial: the term runs to 5 Jan 2027, with renewal on 6 Jan 2027 and £119k matching invoices. Lewis Kerr will quote on the current price list and open a conversation on licence size if users stay low.

Support: on 18 Jun 2026 Ryan reported the refresh incomplete mid-morning, with reporting-turnaround tickets missing and SLA tracking blocked. Olivia reset the connector after a sync error caused by an API rate limit, and the full refresh completed 22 Jun 2026.

Open at the end: the one-page business case for Graeme, the list of users who stopped logging in, the finance remittance connector request and the renewal quote. Recurrence of the rate limit problem was still to be confirmed as fixed.

Check-in set up: On 28 Jan 2026 Marcus Bell reported usage jumping since the move to Enterprise and no tickets that month. Graeme Charlton agreed to a check-in and asked what the wider rollout is returning before he reports to the board.

First call: On the 4 Feb 2026 call Marcus reported about thirty active users a day, no tickets and nothing overdue. Graeme declined to add another team for now and asked for a one-page return case; Marcus could not put a figure on the return.

Support: On 12 Mar 2026 a ticket covered SSO and SCIM setup for 150 users. Olivia tested with sample users and activated full sync successfully.

Second call: On the 30 Mar 2026 call usage was nearly double the previous quarter. Graeme asked what the return is on the other seats against a licence for one hundred and fifty users, and assumed the renewal price stays as it is.

Commercial: The order form is £119k a year on Enterprise, matching invoicing. The term ends 5 Jan 2027 and the renewal date is 6 Jan 2027.

Open at the end: On 31 Mar 2026 Graeme agreed Marcus should speak to Leanne's team, whose role the evidence does not show. No one has given Graeme a renewal figure; Lewis Kerr is to put terms in writing. The one-page usage summary and list of teams not yet using the brain were still to be sent.

Renewal: On 7 Oct 2025 Marcus Bell sent the formal Growth renewal notice, with the contract running to 5 Jan 2026 and an open Enterprise deal of £119k. On 13 Oct 2025 Graeme Charlton, the CFO, asked for the return on the larger tier in a form he could put to the board.

Calls: On 21 Oct 2025 Graeme wanted a like-for-like Growth renewal with Enterprise beside it; contracted and invoiced both read £51k a year. At the 20 Nov 2025 QBR he was pleased with adoption and asked for Growth as it stands.

Support: On 25 Nov 2025 the Salesforce connector stopped syncing after an API key rotation, resolved 11 Dec 2025. The same day indexing stalled and Ryan Heslop restarted it.

Turning point: On 26 Nov 2025 Graeme would not commit to Enterprise without a board business case. On 8 Dec 2025 he had made no decision, and the governance lead asked about single sign-on across twelve sites.

Upgrade: On 18 Dec 2025 Lewis Kerr sent the Enterprise order form at a total deal value of £119k, and Graeme said the board had approved. Invoice INV-083-0004 followed on 23 Dec 2025.

Open at the end: The signed copy is not shown, and Graeme's question on whether £119k covers everything is unconfirmed. The duplicate-invoice ticket of 15 Dec 2025 closed with only a date-range workaround.

Support: A duplicate-records ticket was raised in early August. Olivia Grant traced it to a sync run, deduplicated on 5 Aug 2025, and the ticket closed on 11 Aug 2025.

Proposal: On 6 Aug 2025 Aisha Bukhari asked for a walkthrough and the mid-term user terms. The 11 Aug 2025 call set out the £2,934 addition, with Graeme Charlton wanting the return as a number and an expected close of 8 Sep 2025.

Value doubts: On 12 Aug 2025 Graeme asked for a one-page return case. On 26 Aug 2025 he confirmed fewer people were in the system and said he would commit to nothing new.

Negotiation: On the 29 Aug 2025 call Graeme said the champion had left and may not buy. Owen Tallis held the price, and Marcus Bell was to run a usage review. Kirsty Robson said she is the only regular finance user.

Order form: On 4 Sep 2025 Graeme did not sign and asked what the return is. Lewis Kerr removed the deadline pressure. Invoice INV-083-0003 was issued on 9 Sep 2025, due 9 Oct 2025.

Other: Webinar invitations went to Mark Dodds and Graeme with no replies. On 26 Sep 2025 news reported unnamed leadership changes.

Open at the end: The addition was unsigned, the usage review was pending, and the leadership changes were unexplained ahead of the 5 Jan 2026 renewal.

Check-in: On 16 Apr 2025 Marcus Bell proposed a check-in and Aisha Bukhari asked for turnaround figures. On 22 Apr 2025 she said the brain shows turnaround before the trust raises it, and asked for a one-page usage summary for her board.

Support: On 24 Apr 2025 Ryan Heslop reported the referrals connector had not synced for several days. Connor Webb had him delete and re-authenticate it, and fresh data resumed immediately.

People: On 6 May 2025 Aisha asked for two new contract manager users on Growth. On 5 Jun 2025 Sofia Marchetti invited Ryan to the 12 Jun 2025 Customer Day, as she had Aisha on 2 Jun 2025; no reply is shown.

QBR: On 27 May 2025 Aisha said the brain is doing what Kingdon Diagnostics bought it for. Lewis Kerr confirmed Growth at £42k a year, 6 Jan 2025 to 5 Jan 2026, and will bring a co-termed quote.

Late quarter: On 11 Jun 2025 Aisha wanted to discuss unused licences on the forty. On 17 Jun 2025 she wanted proof the data is current for a trust review.

Open at the end: Ryan is effectively the only admin, and Aisha was to name a second. The January renewal is to be discussed at the autumn review, and the one-page summary and invoice view by trust were outstanding.

Contract: The Growth invoice was issued on 6 Jan 2025 for net £42k, due 5 Feb 2025, with no customer response. The term runs to 5 Jan 2026.

Kickoff: On 8 Jan 2025 Aisha Bukhari said she wanted to see turnaround figures herself. Mark Dodds set a no-clinical-data boundary, and the group agreed three first sources.

Access: Through January and February, Ryan Heslop, the sole customer admin, was held up by IT credentials and finance approval. The 12 Feb 2025 call ended with no first refresh date set.

Data quality: On 5 Feb 2025 Aisha raised duplicate trust entries in a ticket that shows no resolution. On 18 Feb 2025 she asked for no turnaround figures until blank trusts were resolved.

Training: On 25 Feb 2025 Leanne Armstrong said the dashboards could replace her spreadsheets. Only a handful of the forty licensed users log in.

Support: On 5 Mar 2025 the nightly refresh timed out on the referrals connector, leaving data stale. Connor Webb triggered a manual refresh at 14:20. On 6 Mar 2025 Leanne reported one smaller trust looking a day behind.

Open at the end: Accounting access was not connected in the last call, and the site-to-trust mapping was unverified. The freshness ticket stayed open, and the refresh timeout root cause was not shown as closed.

Discovery: On 2 Oct 2024 Aisha Bukhari asked for contract terms, turnaround and invoices side by side per trust, and needed a value case for leadership. Tom Ashdown gave an indicative £54k for Growth, implementation included.

Demos: On 11 Oct 2024 Aisha ruled out patient detail in any demo. The 21 Oct 2024 demo went well, and a second demo on 31 Oct 2024 exposed that Kingdon has no Snowflake account and that scanned contracts are untested.

Scope: On 1 Nov 2024 Leanne Armstrong named turnaround by trust, split by MRI and CT, as the week-one priority across twelve sites. Aisha would not commit to 8 Nov 2024.

Proposal: The 14 Nov 2024 walkthrough left price room, quarterly payment, governance answers and a target signature of 23 Dec 2024 open. The CFO's office had to see the commercial position.

Negotiation: Lewis Kerr took over from Tom by 27 Nov 2024. On 4 Dec 2024 Graeme Charlton said he signs without the board, but Kirsty Robson said the budget is near its limit. Owen Tallis offered a first-term discount only.

Order form: On 19 Dec 2024 Graeme asked whether £54k is a first-year total. Tom confirmed it is the total deal value, five days later. Invoice INV-083-0001 was issued on 24 Dec 2024.

Open at the end: The evidence shows no signature, and information governance and Snowflake were unresolved.

Outreach: On 12 Sep 2024 Nell Ashcombe invited Graeme Charlton to a BG-Demo webinar on Thursday 19 September 2024, showing referrals, tickets and invoices read together. The thread holds no customer response, so interest is not shown.

Scheduling: On 25 Sep 2024 Tom Ashdown proposed a forty-five minute discovery call to understand how contract managers pull together referrals, reporting turnaround and invoices for each trust.

Customer view: Aisha Bukhari replied that Wednesday afternoon suits, said Tuesday was taken by a trust contract review, and asked who would attend from BG-Demo. She wants to bring a reporting colleague, which would widen the buying group.

Open at the end: Tom still had to confirm the Wednesday afternoon slot and name the BG-Demo attendees. The evidence does not show the call was held, and no follow-up to the webinar invitation is recorded.