--- API call ---
POST /collections/{CID}/chat
Body: {"query": "How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours?"}
(default params — no prompt override, no filters)
--- Response: answer + all 27 retrieved sections (top 3 in full, the rest by score) ---
status: 200
response keys: ['answer', 'session_id', 'sections', 'follow_up']
section keys: ['section_id', 'document_id', 'content', 'fields', 'score']
answer:
A Priority 1 fault reported outside business hours is acknowledged by a named duty engineer within **90 minutes** of the ticket being raised. The engineer confirms ownership by telephone and, if requested, in writing on the ticket.
top 3 of 27 sections (full content):
score=1.0000 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=9ef56df7-a060-5d12-9edf-c33128b20a5a
Where a site requires a permit, an induction or a vessel movement, the attendance clock is suspended until access is confirmed in writing. The suspension is recorded on the ticket with the reason.
Fenwake internal - service operations
Page 3
---
Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)
# 6. **Out-of-hours cover**
Outside business hours the service desk is not staffed. A duty engineer rota covers every hour of the year, and the out-of-hours number in section 8 pages the engineer on call.
## 6.1 **Acknowledgement out of hours**
A Priority 1 fault reported outside business hours is acknowledged by a named duty engineer within 90 minutes of the ticket being raised. The engineer confirms ownership by telephone and, where the customer asks for it, in writing on the ticket. The target applies on every cover level; the cover level determines what happens after acknowledgement, not how quickly the call is answered.
## 6.2 **What follows acknowledgement**
Having acknowledged, the duty engineer attempts a remote diagnosis using the telemetry record. Where the fault cannot be cleared remotely, attendance is arranged under section 5 from the start of the following working day, except on Critical cover, where the duty engineer may authorise attendance immediately.
## 6.3 **Priority 2 and Priority 3 out of hours**
Priority 2 and Priority 3 tickets raised outside business hours are queued and acknowledged when the service desk opens. The business-hours targets in section 4 then apply from opening.
Fenwake internal - service operations
Page 4
---
Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)
# 7. **Escalation**
A customer may escalate at any time, and the service desk escalates on its own initiative when a target is missed. Each step below is a named person, not a queue.
score=0.5833 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=0154bb27-2241-54da-9fcc-262c47c48524
File Name: A01_field_service_policy_and_charges_uk.pdf
Extracted Text:
Fenwake Instruments Ltd
# Field Service Policy and Charges
United Kingdom operations
## 1. Purpose
This document states what a customer holding a support contract with Fenwake Instruments Ltd may expect when an instrument fails in service, what the service desk in Bristol is obliged to do in response, and what is charged for work that falls outside cover. It applies to the Tolvan A3, the Tolvan C5 and the Brannoc telemetry gateway, on every cover level.
## 2. Scope
Part A covers fault handling: acknowledgement, attendance, spares and escalation. Part B sets out the charges that apply outside cover. Neither part describes the goods warranty carried by a new instrument.
## 3. Fault priorities
Every ticket is given a priority when it is raised. The priority is set by the effect on the customer's operation, not by which component failed.
- **Priority 1** - a deployed instrument is not returning data, or is returning data known to be invalid, and no spare is rigged.
- **Priority 2** - an instrument is degraded but usable, or a spare has been rigged and the primary unit is down.
- **Priority 3** - a question, a configuration change, or a fault with no operational effect.
A priority may be raised by the duty engineer at any point. It is lowered only with the customer's agreement, recorded on the ticket.
Fenwake internal - service operations
Page 1
---
Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)
# 4. Acknowledgement during business hours
Business hours are 08:00 to 18:00, Monday to Friday, excluding statutory non-working days in England and Wales. Within those hours the service desk is staffed continuously and the targets below are measured from the moment the ticket is raised, by telephone or through the portal, whichever is earlier.
score=0.5333 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=d4960983-a328-5194-a8b2-6a1b9ecf6add
| Priority |
Acknowledgement target |
Measured from |
| Priority 1 |
30 minutes |
Ticket raised |
| Priority 2 |
4 working hours |
Ticket raised |
| Priority 3 |
The next working day |
Ticket raised |
An acknowledgement is a named engineer taking ownership of the ticket and telling the customer what happens next. An automatic reply from the ticketing system is not an acknowledgement and does not stop the clock.
## 4.1 What the target does not cover
The acknowledgement target is not a repair target. Attendance and parts are dealt with in section 5, and the two clocks run independently: a ticket may be acknowledged inside target and still take several days to close.
Fenwake internal - service operations
Page 2
---
Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)
# 5. Attendance and parts
Where a fault cannot be cleared remotely, the service desk arranges attendance. Attendance targets are working-day targets and are quoted from the point at which the customer confirms site access.
| Cover level |
Attendance target |
Spares held |
| Standard |
Five working days |
Central store only |
| Extended |
Three working days |
Central store only |
| Critical |
Next working day |
Regional depot |
## 5.1 Consumables
Anti-fouling guards, sacrificial anodes and cable glands are consumables. They are replaced during any attendance and charged at the rates in Part B.
## 5.2 Access
Where a site requires a permit, an induction or a vessel movement, the attendance clock is suspended until access is confirmed in writing. The suspension is recorded on the ticket with the reason.
remaining 24 sections (score only):
score=0.4500 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=92c4e6dd-f3c8-5530-9226-8e59006d35eb
score=0.3095 document_id=024a3b75-1900-4fdc-abe2-cee5137bcd17 section_id=ce308750-c3e7-5415-9fb4-571957a16890
score=0.2500 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=ca55895d-4108-5ebc-9315-14f98c55fefe
score=0.2429 document_id=89619c96-ea19-4a34-94ee-9dc193dcbdc0 section_id=c038ee37-6ebf-59bb-b9d9-44797ba30b60
score=0.2361 document_id=89619c96-ea19-4a34-94ee-9dc193dcbdc0 section_id=cf55ef0d-075c-5a82-8a04-b650bd22a618
score=0.2250 document_id=09c99644-e630-44a4-81f5-636ed80d942c section_id=af220149-819e-5705-8604-d0935c390e9e
score=0.2020 document_id=024a3b75-1900-4fdc-abe2-cee5137bcd17 section_id=0a416454-b4d6-5134-95a9-691abb45b147
score=0.1742 document_id=09c99644-e630-44a4-81f5-636ed80d942c section_id=2f1f7d29-7037-5465-98cb-256636109b28
score=0.1484 document_id=7ca3a7b8-634b-4fb6-91b1-f4cde198aa86 section_id=ff403cc2-f07a-5acf-be5c-dc8d4f6c9804
score=0.1436 document_id=88399604-1153-40ef-be66-f4da43a873a2 section_id=dc155be4-dbf5-5811-9e6e-98d819ad6455
score=0.1303 document_id=3521148f-e319-4db6-bb5b-b5024db6bc12 section_id=aa21e715-3c17-5046-bdd5-e6af647576b0
score=0.1250 document_id=883f27f0-81c3-4c46-90f8-b71f5d3695b6 section_id=7616d233-fa0f-5e8f-a902-718631ed665c
score=0.1064 document_id=09c99644-e630-44a4-81f5-636ed80d942c section_id=7997f78e-a36f-5856-b062-d714c4cec914
score=0.1051 document_id=db8039d8-7204-416d-9af1-7c625be5b57c section_id=3bf56c59-2257-5ce7-88fe-e8d51e2d7029
score=0.1026 document_id=7ca3a7b8-634b-4fb6-91b1-f4cde198aa86 section_id=84d3115f-d0d9-53a7-8a06-8a79931aebd4
score=0.1026 document_id=7ca3a7b8-634b-4fb6-91b1-f4cde198aa86 section_id=9d8af218-d9e6-5138-8841-1e29bb731f1c
score=0.1010 document_id=db8039d8-7204-416d-9af1-7c625be5b57c section_id=0279585d-3969-53b6-b141-b63c20148faf
score=0.0972 document_id=883f27f0-81c3-4c46-90f8-b71f5d3695b6 section_id=58a1c757-ad1d-577b-aeae-560727c808ec
score=0.0855 document_id=024a3b75-1900-4fdc-abe2-cee5137bcd17 section_id=febfabbc-c124-54fb-a6ef-903c7b4e22af
score=0.0847 document_id=09c99644-e630-44a4-81f5-636ed80d942c section_id=81f0f6fe-0280-5fe2-8aa3-9bbcea529bfe
score=0.0817 document_id=883f27f0-81c3-4c46-90f8-b71f5d3695b6 section_id=d55c4a1b-8d11-58be-a9a0-ad7e35502b97
score=0.0805 document_id=883f27f0-81c3-4c46-90f8-b71f5d3695b6 section_id=867f9e42-ae07-52cf-9216-14b22d26ba0a
score=0.0792 document_id=db8039d8-7204-416d-9af1-7c625be5b57c section_id=856cb869-d6d0-5316-984d-26d3e7177898
score=0.0742 document_id=89619c96-ea19-4a34-94ee-9dc193dcbdc0 section_id=3ec51497-f622-55e8-bca1-f15e8e1e9aa6
follow_up:
- What actions are required if the duty engineer can’t confirm ownership by phone?
- Does the 90-minute acknowledgment apply to weekends and public holidays too?