Accounting system connector not yet working
Ticketclosed
Veldmaat Payments · Accounting system connector not yet working
Refresh completed on time at 06:18. Sanne confirmed the 07:00 SLA is working but requested earlier 06:00 completion for reporting team, requiring a contract change.
What happened
What this says
As at Fri 9 Oct 2026Refresh completed on time at 06:18. Sanne confirmed the 07:00 SLA is working but requested earlier 06:00 completion for reporting team, requiring a contract change.
Problem: One late refresh earlier in March; ingestion platform update resolved the pattern. Sanne wants contractual confirmation of 07:00 SLA and is requesting 06:00 completion for their 06:30 reporting team start.
Handling: Bethan confirmed the ingestion update fixed the issue and confirmed the 07:00 completion SLA is being met. She noted that 06:00 completion would require a contract change and escalated to the CSM for renewal discussion.
Watch: This is an upsell opportunity. The customer is engaged and ready to discuss service level improvements at renewal.
Details
Updated 9 Oct 26Trail
created · Sanne Bakker 16 Mar 2026 13:41Accounting system refresh not complete at 07:00 once this month. Completed at 06:18 today. Much better. Can we lock this in as the expected performance?- Public reply · Bethan Lister 16 Mar 2026 14:22That's great news – really pleased to hear the refresh is landing on time now. Yes, the ingestion update we deployed last week is the fix. We'll keep monitoring, but this pattern is what we expect going forward. Thanks, Bethan
- Public reply · Sanne Bakker 17 Mar 2026 09:10Refresh hit 07:00 window again this morning (06:52). Excellent. Can we confirm the 07:00 completion by 07:00 is contractually guaranteed?
- Public reply · Sanne Bakker 17 Mar 2026 11:15Actually, we want to talk about moving to a 06:00 completion instead. Our reporting team starts at 06:30 and needs data ready. Is that a change we can make under our contract?
- Internal note · Bethan Lister 17 Mar 2026 11:53User asking about early refresh window. Growth tier SLA is by 07:00, but wants 06:00. Possible with bespoke terms. Escalate to CSM for renewal discussion.
- Public reply · Bethan Lister 17 Mar 2026 15:51Good questions. Our standard SLA completes refreshes by 07:00 UK time on business days – you're hitting that consistently now. An earlier window is possible but would require a contract change. I'll loop in your CSM and we can chat about it in your next QBR. Thanks, Bethan
- Status change · 21 Mar 2026 23:59