Slow query performance

Ticketclosed

Ardenmore Pension Administration · Slow query performance

Matthew Grice reported query timeouts degrading service on 22 Mar 2024 (first response 942 minutes on 23 Mar 2024). Bethan Lister identified heavy usage volume and suggested optimization advice and index improvements.

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What happened

What this says

Current to 14 Oct 26

Matthew Grice reported query timeouts degrading service on 22 Mar 2024 (first response 942 minutes on 23 Mar 2024). Bethan Lister identified heavy usage volume and suggested optimization advice and index improvements.

Problem: Queries that normally ran in seconds were timing out, degrading service for client calls, starting around 22 Mar 2024.

Handling: Bethan Lister responded on 23 Mar 2024 (942 minutes) requesting details on which queries were timing out. An internal note on 26 Mar 2024 identified that query volumes had risen significantly and suggested customer-side optimization. Matthew confirmed on 26 Mar 2024 that usage had increased and asked what changes he could make.

Watch: The ticket shows healthy growth in usage volume but also indicates the customer was hitting performance limits. An engineering review for index improvements was noted but no resolution was documented in the thread.

AI · claude-haiku-4-5-20251001 · 14 Oct 2026

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryperformance

Channelemail

First response (min)942

CSAT2

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Trail

created · Matthew Grice 22 Mar 2024 11:21
The brain's been running very slowly for us the past week. Queries that normally come back in seconds are now timing out. It's making it difficult to get data in time for client calls. Do you know what might be causing this?
public_reply · Bethan Lister 23 Mar 2024 03:03
Hi Matthew, thanks for reporting this. I can see queries running from your account. Can you tell me which searches or dashboards are timing out? That'll help me understand what's happening. Thanks, Bethan
internal_note · Bethan Lister 26 Mar 2024 11:46
Checked usage, query volumes up significantly. Customer scanning large datasets. Needs optimization advice. Joel to review for index improvements.
public_reply · Matthew Grice 26 Mar 2024 16:53
Thanks for looking into this. Yes, we have been using it much more heavily. What changes can we make on our side to speed things up?
status_change · Bethan Lister 19 Apr 2024 15:34
status_change · 23 Apr 2024 23:59

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