Urgent: key connector not syncing

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Vellacott Payments · Urgent: key connector not syncing

Critical connector failed after customer's system update reset API credentials. Olivia Grant re-authenticated within 33 minutes; Ewan Pryce flagged credential rotation best practices.

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What happened

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Current to 12 Oct 26

Critical connector failed after customer's system update reset API credentials. Olivia Grant re-authenticated within 33 minutes; Ewan Pryce flagged credential rotation best practices.

Problem: Key connector stopped pulling data completely on 2026-09-03 after the customer's system update. Handling: Olivia responded urgently (33 minutes), identified missing API credentials, re-authenticated the connector, and data resumed immediately. Escalation: Ewan noted the need for credential rotation guidelines to prevent recurrence. Watch: System updates at the customer can silently break connectors; proactive check-ins after customer IT changes would help.

AI · claude-haiku-4-5-20251001 · 12 Oct 2026

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Details

Updated 9 Oct 26

Priorityurgent

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)33

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created · Tomasz Wiśniewski 3 Sep 2026 10:48
Hi, we have an urgent situation. One of our key connectors has stopped pulling data completely. This is critical and affecting our ability to serve clients properly. Can you help us get this running immediately?
public_reply · Olivia Grant 3 Sep 2026 11:21
Hi Tomasz, I'm picking this up as urgent priority. Just to confirm so I've got the details - which connector is affected, and when did you last see data coming through successfully?
status_change · Olivia Grant 3 Sep 2026 14:05
internal_note · Olivia Grant 3 Sep 2026 14:28
Root cause was missing API credentials after customer's system update. Fixed by re-authenticating connector. Escalated to Ewan for follow-up on credential rotation best practices.
status_change · 7 Sep 2026 23:59

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