Brakkevoort Logistics / BG-Demo – Escalation
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Brakkevoort Logistics · 24 Jul 2026 15:15
On 24 Jul 2026 Pieter van Dam and Bas Vermeulen escalated three high priority tickets: two on the helpdesk tickets connector, one late nightly refresh. Cause is unconfirmed, there is no stall alert, and the credit question is open.
What was said
What this says
As at Fri 9 Oct 2026On 24 Jul 2026 Pieter van Dam and Bas Vermeulen escalated three high priority tickets: two on the helpdesk tickets connector, one late nightly refresh. Cause is unconfirmed, there is no stall alert, and the credit question is open.
What happened: Pieter van Dam and Bas Vermeulen met Marcus Bell, Dominic Hale and Ewan Pryce on 24 Jul 2026 about three high priority tickets. Two touch the helpdesk tickets connector and one was a late nightly refresh.
Customer view: Pieter said he was not angry, but his account managers question the exception view before shipper calls. He wants to see a stall before the shipper does.
Commercial: Pieter asked about a service credit. Marcus said Growth credits cover availability, not data freshness, and will check the order form and reply in writing.
Watch: The cause is not confirmed and no alert exists for a stalled connector. Active users are up on the prior quarter, so a stale morning hurts more.
Themes
As at Fri 9 Oct 2026Theme
Stale data escalation
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Dominic Hale sends a written note on each ticket by end of day Monday, with a next update time.
- Ewan Pryce confirms the cause once he has evidence and gives a date for testing the alert.
- Marcus Bell checks the service credit position in the order form and replies in writing.
Risks
As at Fri 9 Oct 2026- The root cause of the connector stalls is not confirmed, so a repeat is possible.
- There is no alert when a connector goes quiet, and the customer admin is the last to know.
- Growth service credits do not cover data freshness, which may sour the credit conversation.
Opportunities
As at Fri 9 Oct 2026- Active users are up on the prior quarter, so the account managers are using the brain more.
- A clear written note and a tested alert can rebuild trust in the exception view.
Transcript
Marcus BellAfternoon all. Can everyone hear me? Pieter, Bas, I can see you both. Dominic and Ewan are on from our side as well.
Pieter van DamYes, I hear you. Good afternoon. Bas is here, he is just finding his headset.
Bas VermeulenSorry, got it now. Hello everyone. Can you hear me?- Marcus BellLoud and clear. Thanks for making the time on a Friday afternoon, I know it's the end of your week. I'll keep it focused. Pieter asked for this call because of the three high priority tickets from the last month, and I wanted Dominic and Ewan here so you hear it from the people who own it, not through me.
- Pieter van DamThank you. To be clear, I am not angry. But three in one month is a pattern for us, and my account managers are asking me whether they can trust the exception view before a shipper call. So, what is the plan?
Dominic HaleFair question. Let me start with what is confirmed and what is not. Confirmed: three tickets, all three raised as high priority, all three picked up inside the response time for the Growth tier, which is one business hour. I've been through the timestamps myself this morning. Not yet confirmed: whether the three have one cause or three.- Pieter van DamOkay. And the answer on that is?
- Dominic HaleI'd rather Ewan answers that, because I don't want to speculate. I've taken ownership of the tickets on our side, so I'm the name on them. Ewan has the platform view.
Ewan PryceIn short, here's what we know. Two of the three touch the same connector, the one that brings the helpdesk tickets in. Records indexed stalled for a spell on both occasions and then caught up. The third looks different. It was the nightly refresh finishing late on one morning.- Bas VermeulenThat matches what I saw. On the two days, my dashboard for open exceptions showed the same number all morning, and I thought it was just a quiet day.
- Ewan PryceRight. That's the bit that's on us. It looked healthy from the outside and it wasn't. You shouldn't have had to notice that yourselves.
- Pieter van DamLet's make it concrete. Is the connector fixed now, or is it only working today?
- Ewan PryceWorking today. Whether it's fixed, I can't say yet. I don't have the root cause, only the symptom. I've got a trace from the last stall and I'm going through it. I'm not going to give you a cause until I've got evidence.
- Pieter van DamMm. I appreciate that, honestly. I would rather hear that than a guess. But I need something for my team. They will ask me on Monday.
- Marcus BellCan I suggest something for Monday, Pieter? Dominic, tell me if this is wrong. We give you a short written note, what happened on each of the three, what we've changed, and what we're watching. You can forward that to the account managers as it is.
- Dominic HaleYes. I'll write it up properly. Each ticket, a timeline in UK time, who owned it, and the next update by a stated time. Next update by end of day Monday, even if the answer is that we're still looking.
- Pieter van DamGood. Bas, you had a question about the alerts?
- Bas VermeulenYes. When the connector stalls, is there something we can see on our side? A status, a last loaded time? Because as admin I get asked first, and at the moment I'm the last to know.
- Ewan PryceThere's a last loaded time per connector in the admin page. You can see it today. What there isn't is an alert when it goes quiet. That's a gap.
- Bas VermeulenSo I could at least check it each morning.
- Ewan PryceYou could. I don't love asking you to. But yes, as a stopgap, it'll tell you in ten seconds whether the tickets feed is current.
- Marcus BellI'll share my screen for a second and show where that is, if that's useful. Give me a moment. Can you see it?
- Bas VermeulenYes, I see the connectors list.
- Marcus BellRight. So each row has a last loaded column, and a records indexed count next to it. If last loaded is yesterday morning and the count hasn't moved, that's your signal. I've pulled the numbers for the last month, and the other connectors have been steady throughout. It's really the tickets feed.
- Pieter van DamAnd usage? I have seen the numbers too. More people are using the brain than last quarter. That is why I care. If it was dead, I would not mind so much.
- Marcus BellThat's right, active users are up on the prior quarter. Your account managers are using it more, which is the good news, and it's also why a stale morning hurts more than it would have done.
- Pieter van DamExactly. So the question is not only fix it. It is, how do we see it before the shipper does.
- Dominic HaleAgreed, and that's the part I'd like to own from the support side. On our end, we can watch the same signal and open the ticket ourselves rather than waiting for Bas to raise it. I can't promise that from today without talking to Ewan about how.
- Ewan PryceIt's doable. A check on records indexed per connector, compared with the day before. If flat on a business day, it pages the team. I'd want to test it before I say it's live. And I won't ship it on a Friday.
- Pieter van DamFine. Not on a Friday. But I want a date for when it is tested. Not a promise it is perfect, a date for the test.
- Ewan PryceI'll give you that after I've been through the trace. Early next week. I'd rather give you a date I can keep.
- Marcus BellAnd I'll hold that with him, Pieter. I'll put it in the note so it's written down and you can hold us to it.
- Pieter van DamGood. Write it down. Then one more thing. The third ticket, the late refresh. My people start at seven. If the refresh is late, the first hour is wasted.
- Dominic HaleUnderstood. The commitment is the refresh complete by seven in the morning your local time on business days. That one morning was a miss against it. I'll state that plainly in the write-up and say what we know about why.
- Pieter van DamThank you. Is there a service credit for that?
- Marcus BellGood question, and I want to be careful, because I don't want to answer from memory. On Growth the credits are for availability, not for data freshness. The brain was available that morning. I'll check what the order form says exactly and come back to you in writing, so you're not relying on what I think.
- Pieter van DamOkay. I know what that means. I am not pushing on the money today. I want the problem solved first.
- Marcus BellUnderstood, and appreciated.
- Bas VermeulenCan I ask something small? When the connector caught up, did it backfill the missing records, or only load from that point? Because I want to know if the exception counts from those days are right.
- Ewan PryceBackfilled, from what I can see. I'll confirm by comparing against the source for those days and tell you. Don't treat the counts as wrong, but I'll check before I say they're right.
- Bas VermeulenThat's fine. Thanks.
- Pieter van DamSo let me say it back. One, Dominic sends a written note on Monday with the three tickets and a time for the next update. Two, Ewan confirms the cause when he has evidence, and gives a date for testing the alert. Three, Marcus checks the credit position in the order form. Four, Bas checks the last loaded column each morning until the alert exists. Correct?
- Marcus BellThat's all of it. Nicely put.
- Dominic HaleYes. And I'll add one: if anything goes wrong over the weekend, I'm the person to ask for, and you'll hear from me with a time for the next update. Not silence.
- Pieter van DamGood. Then we are done, I think. Thank you all. I'll talk to my team.
- Marcus BellThanks, Pieter, thanks Bas. Have a good weekend, all.
- Bas VermeulenYou too. Bye.
- Ewan PryceCheers.
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