Slow query performance

Ticketclosed

Vantrell Software · Slow query performance

Hugh Firth reported searches across a year of support tickets taking 30 seconds or more. Support escalated to the platform team, which suspected index growth as the cause.

Priority high

made from

What happened

What this says

As at Fri 9 Oct 2026

Hugh Firth reported searches across a year of support tickets taking 30 seconds or more. Support escalated to the platform team, which suspected index growth as the cause.

Problem: a query that should take a second or two was taking more than 30 seconds, especially across a year of tickets.

Handling: Bethan Lister replied in 143 minutes and asked for an example slow search. Support escalated to the platform team at 16:34 on 14 May 2025 and was waiting for Ewan Pryce to confirm the cause.

Watch: the record does not show Ewan Pryce's confirmation or a fix. The ticket closed on 19 May 2025 with the cause still unconfirmed in the record.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryperformance

Channelemail

First response (min)143

CSAT5

Helpdeskmade from

Trail

created · Hugh Firth 14 May 2025 13:37
Some of our searches are very slow, particularly when we search across all support tickets from the past year. A query that should take a second or two is taking 30+ seconds. Can you look into this?
Public reply · Bethan Lister 14 May 2025 16:00
Hi Hugh, I can look at the query logs. Can you give me an example of a search that's slow, and tell me roughly what you're searching for? That'll help me pinpoint the issue. Thanks, Bethan
Internal note · Bethan Lister 14 May 2025 16:34
Escalated to platform. Index growth may be the issue. Waiting for Ewan to confirm.
Status change · Bethan Lister 15 May 2025 15:29
Status change · 19 May 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Viz is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Viz connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

Help