Slow query performance

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Vantrell Software · Slow query performance

Hugh Firth reported searches over large support ticket datasets taking 30+ seconds. Bethan Lister escalated to platform for index analysis. Solved 15 May 2025.

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What happened

What this says

As at Fri 9 Oct 2026

Hugh Firth reported searches over large support ticket datasets taking 30+ seconds. Bethan Lister escalated to platform for index analysis. Solved 15 May 2025.

Problem: Head of Data reported search query performance degradation, specifically across a year of support tickets. Queries that should execute in 1-2 seconds were taking 30+ seconds.

Handling: Assigned to Bethan Lister. First response at 16:00 on 2025-05-14 (143 minutes after report), requesting query example and search scope. Bethan escalated to Ewan Pryce (Head of Platform) same day, noting likely index growth issue.

Watch: Performance degradation on large datasets can signal query inefficiency or index tuning needed.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryperformance

Channelemail

First response (min)143

CSAT5

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created · Hugh Firth 14 May 2025 13:37
Some of our searches are very slow, particularly when we search across all support tickets from the past year. A query that should take a second or two is taking 30+ seconds. Can you look into this?
Public reply · Bethan Lister 14 May 2025 16:00
Hi Hugh, I can look at the query logs. Can you give me an example of a search that's slow, and tell me roughly what you're searching for? That'll help me pinpoint the issue. Thanks, Bethan
Internal note · Bethan Lister 14 May 2025 16:34
Escalated to platform. Index growth may be the issue. Waiting for Ewan to confirm.
Status change · Bethan Lister 15 May 2025 15:29
Status change · 19 May 2025 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

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