Sophos Intelix Dynamic Analysis - job disappears (404) before it returns a report - sophoslabs-intelix

I'm experiencing an issue using Sophos Labs Intelix Dynamic file analysis: https://api.labs.sophos.com/doc/analysis/file/dynamic.html
For some files submitted, the API returns 202 for several minutes, then returns 404, as if the job is suddenly lost. There is no explanation or report provided. I did not experience this issue until this morning when suddenly it happened for 7 different files, although we have not made any code changes.
Why is this happening and what are we supposed to do to handle it?
Some example dynamic analysis jobIDs which now return 404: 10c37c488e86b6871c3f6224ff5273e1, bc900e7bfb8bb25e1f8f127dc25ab8fe, 48cda26c2e3cb54d0b3f4b79ac1ddb7e
Also, is this the correct forum for support requests? I am also trying to go through https://support.sophos.com/support/s/sophos-technical-support but they don't seem to have any knowledge or understanding about Intelix API. My credentials for the API don't appear to be linked to any kind of support portal?
Thanks!

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