Service credit for the July refresh problems

Daniel, Thank you for your time on the call. I want to put one point in writing so that it does not get lost between our teams. The nightly refresh did not finish by 07:00 on several mornings this month, and the underwriting teams were working from stale data without knowing it. The brain itself was up and answering, so I appreciate the availability figures will look fine. But we are on Enterprise, and my understanding is that the service credits cover data freshness as well as availability. I would like to know whether a credit applies, and if so how it will appear on our account. I am not looking to make this a dispute. I have seen this work well, and I would like to keep it that way. But the capacity providers do ask us how reliable our data is, and I need a clear answer from you. Best, Imogen

Dear Imogen, Thank you for writing it down, and I am sorry it has taken a few days to come back to you. I wanted to be sure of the answer before replying. You are right. Under the Enterprise terms the service credit applies to data freshness as well as availability, so the mornings when the refresh missed 07:00 do count, even though the brain was available throughout. I have checked the refresh timings against our records, and the credit is due for July. It is a one-off credit for that month and does not change your contracted annual fee of £125,000. I have copied Rachel Dunmore from our finance team. She will confirm how the credit is shown on your next invoice, and it will go through our finance sign-off in the usual way. Rachel, could you please confirm the invoice reference to Imogen once it is raised? Imogen, I will also come back to you separately on what we have changed to stop the refresh slipping again. Just to close the loop, I would like you to hear that from the engineers directly, not only from me. Best wishes, Daniel