Refresh failed again – second day
Ticketclosed
Veldmaat Payments · Refresh failed again – second day
An urgent refresh failure on 22 Jul 2026 was the second in a row. The platform team found a fault in a recent release and deployed a fix the same day. The Growth service credit position needs checking.
What happened
What this says
As at Fri 9 Oct 2026An urgent refresh failure on 22 Jul 2026 was the second in a row. The platform team found a fault in a recent release and deployed a fix the same day. The Growth service credit position needs checking.
Problem: Yesterday's refresh, started at 23:30, never completed, and today's midnight refresh stalled too. Sanne Bakker said the business cannot operate without the daily refresh.
Handling: Bethan Lister escalated it as a P1 at 09:16, and the platform team deployed a fix by 16:23. The first response took 35 minutes, inside the one business hour P1 response for Growth.
Watch: An internal note calls this a service credit issue, but Growth credits cover availability only, not data freshness. The credit position needs checking before anything is promised.
Details
Updated 9 Oct 26Trail
created · Sanne Bakker 22 Jul 2026 08:41Second consecutive failure. Yesterday's refresh (started 23:30) never completed. Today's refresh (midnight start) also stalled. Same error both times. Previous ticket shows this is the platform issue, not our side.- Public reply · Bethan Lister 22 Jul 2026 09:16Thanks Sanne. I can see the pattern – the pipeline is hanging in the same place both times. I've escalated this to the platform team as a P1. They're investigating the root cause now. I'll keep you updated as we learn more. Thanks, Bethan
- Public reply · Sanne Bakker 22 Jul 2026 12:21This needs to be resolved urgently. We can't operate without the daily data refresh. What's the ETA for a fix? Sanne
- Internal note · Bethan Lister 22 Jul 2026 14:39Platform team identified the root cause in the recent release. Fix being deployed now. Customer is concerned about SLA breach. This is a service credit issue.
- Public reply · Bethan Lister 22 Jul 2026 16:23Update: the platform team has deployed a fix and is monitoring the next refresh cycle. We expect the nightly refresh to complete normally tomorrow morning. I apologize for the service disruption – this is on us, and we'll ensure it doesn't happen again. Thanks, Bethan
- Status change · 26 Jul 2026 23:59