Refresh issue affecting your brain today
Email thread Brackwell Freight Ltd · support
On 22 Jul 2026 Sofia Marchetti wrote to Gareth Whitlam that the overnight refresh failed and data was stale, though the brain stayed available. A fix and backfill were planned. There is no customer response in the thread.
What was said
What this says
Current to 13 Oct 26On 22 Jul 2026 Sofia Marchetti wrote to Gareth Whitlam that the overnight refresh failed and data was stale, though the brain stayed available. A fix and backfill were planned. There is no customer response in the thread.
Event: the overnight refresh did not complete, so answers came from older data. Sofia Marchetti separates availability from freshness and says the failure is BB-Demo's.
Customer side: two tickets from Gareth Whitlam's team were already open and were to be linked to the notice. There is no customer response in the thread, so his reaction is not shown.
Tier: Growth credits availability only, so unless the order form says otherwise this freshness miss carries no service credit. The evidence does not show whether credit was discussed.
The thread
Updated 9 Oct 26Messages
Sofia Marchetti 22 Jul 2026 15:20Dear Gareth, I'm writing to you directly because I want you to hear this from me and not only from the status page. At 11:40 today we posted a notice to all affected customers. The overnight refresh of your data did not complete as it should have, so what the brain has been answering from since this morning is older than it ought to be. The brain itself has stayed available. The problem is freshness, and I don't want to blur the two. Here is what we will do. The engineering team expect to deploy the fix at 16:05 this afternoon. After that the missing data has to be backfilled, and we expect that to be complete by 09:30 tomorrow, Thursday. I will write again once the backfill is confirmed, so you are not left checking the status page. I can see two tickets from your team already open, and I have asked support to link them to this notice so nobody has to repeat themselves. If anyone in your depots is relying on exceptions or call data for a customer conversation today, please ask them to treat what they see as not yet current. Let's be clear about what happened: the refresh failed, that is on us, and I own it. If you would like to talk it through, I can call you this afternoon or tomorrow morning, whichever suits you. Best regards, Sofia Marchetti Head of Customer Success, BB-Demo