Sites data refresh running slower than usual
Ticketclosed
Brimscombe Energy · Sites data refresh running slower than usual
Siân reports Sites connector refresh delayed to 09:30 instead of 07:00 target, affecting complaints team's access to current account data. Bethan reviews logs (showing successful 07:00 completion) and requests specific stale record IDs. Investigation ongoing at closure.
What happened
What this says
As at Fri 9 Oct 2026Siân reports Sites connector refresh delayed to 09:30 instead of 07:00 target, affecting complaints team's access to current account data. Bethan reviews logs (showing successful 07:00 completion) and requests specific stale record IDs. Investigation ongoing at closure.
Data freshness issue affecting operational team. Enterprise SLA: nightly refresh must complete by 07:00 local time on business days. Bethan correctly checks load logs but investigation stalled waiting for customer to identify specific stale records.
Problem: Long first response (252 minutes); Siân's initial observation of delayed data not clearly traced; ticket closed without visible resolution despite 25-day lifecycle.
Watch: If completion at 09:30 is confirmed, this is a measurable Enterprise SLA breach. Potential service credit owed.
Details
Updated 9 Oct 26Trail
Public reply · Siân Pritchard 6 Jun 2025 14:28I've spotted something, the Sites view data appears to be from early this week but should have refreshed yesterday. Checking with our Salesforce team now but the API looks clean. Can you check your logs? Diolch, Siân- created · Siân Pritchard 6 Jun 2025 16:21Following up on my earlier observation, the Sites connector refresh is experiencing delays. Yesterday's refresh completed at 09:30 instead of 07:00. Our Salesforce data is current and we've seen no API issues on our end. Can you check whether there's a load bottleneck on your side or a configuration drift? This is affecting our complaints team's ability to pull current account details when handling escalations. Diolch, Siân
- Public reply · Bethan Lister 6 Jun 2025 20:33Hi Siân, I've checked the refresh logs and the last successful load was this morning at 07:00. Just so I've got this right, which specific records look stale? Is it all Sites or a subset? That'll help me narrow down whether it's a source delay or a display issue on our side. Thanks, Bethan
- Public reply · Bethan Lister 9 Jun 2025 09:47Following up, any luck identifying which records are out of date? That'll let us investigate properly. Bethan
- Internal note · Bethan Lister 9 Jun 2025 11:09Checked load history for Sites connector. Last five successful refreshes all completed by 07:00 local time. No errors in logs. Need Siân to provide specific record IDs to investigate further. Waiting for her reply.
- Status change · 1 Jul 2025 23:59