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Email thread Brimscombe Energy · support
Olivia Grant fixed a configuration in the customer's Snowflake account and asked for checks. Siân Pritchard thanked her and said early results match the billing records, but withheld a clear yes until more cases are tried. No final answer is in the thread.
What was said
What this says
Current to 13 Oct 26Olivia Grant fixed a configuration in the customer's Snowflake account and asked for checks. Siân Pritchard thanked her and said early results match the billing records, but withheld a clear yes until more cases are tried. No final answer is in the thread.
Ask: Olivia wanted the customer to re-run the questions that went wrong before she closed the ticket.
Customer view: Siân praised the speed and the explanation, and a collections analyst saw answers matching the billing records. She still wants more cases tried before calling it fixed, and promised a clear yes or no.
Next: Siân's reply had not arrived by 6 Aug 2025, when Olivia chased and said she would brief Daniel.
The thread
Updated 9 Oct 26Messages
Olivia Grant 1 Aug 2025 16:33Hi Siân, Just a quick note to let you know the ticket you raised this week has now been dealt with on our side. We made a change to the configuration inside your Snowflake account this afternoon and I have checked that the brain is answering as expected on the affected data. It would be really helpful if someone on your team could try the same questions that caused the problem and tell me whether the answers now look right. You know what a sensible answer looks like far better than I do. If all is well I will close the ticket on Wednesday, but I am happy to keep it open for longer if your teams need more time to check. Kind regards, Olivia Grant Support Engineer, BB-Demo
Siân Pritchard 1 Aug 2025 17:34Hi Olivia, Thanks for turning this around so quickly, and for explaining what you changed. That helps me when I talk to the key account and collections teams on Monday. I asked one of the collections analysts to re-run the questions she had been using when it went wrong. Her first impression is that the answers now match what is in the billing records, which is what we wanted. I would like her to try a couple more cases before I say it is properly fixed, because let's measure it before we claim it. I will come back to you early next week with a clear yes or no. Diolch, Siân- Olivia Grant 6 Aug 2025 12:29Hi Siân, I have not seen anything further come through on the ticket, so I am taking that as a good sign, but I would rather hear it from you than assume. If your analyst's extra cases came out as you hoped, I will close it today. If anything still looks off, just reply here with the question she asked and what she expected to see, and I will pick it up straight away. I will also let Daniel know where things stand so he has the full picture before your next catch-up. Thanks again for the careful checking. It makes our job much easier. Kind regards, Olivia