=== API call === POST https://denser.ai/api/query Body: {"question": "What is the warranty period on a new Tolvan A3?", "chatbotId": "chatbot_o9ihun9849fcf3tbhigo4", "key": "", "context": [], "prompt": "", "citation": true} (model unset -- tool default) latency: 7.979s === Raw response === status: 200 | passages returned: 10 --- answer (verbatim, includes Denser's own inline citation markers) --- There's a discrepancy in the warranty documentation on this. The customer-facing sales pack states that every new Tolvan A3 carries a warranty of **24 months** from the date of delivery[1](upload/goo gle_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/bt9dSI9boBXFh1EQ8QH-Q.pdf PassageID:0), while the service pack used internally by the service desk states a warranty of **36 months** from delivery[2](upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4 /6SgvVR13s5Wow2ln90o28.pdf PassageID:2). In both versions, the warranty period runs from the delivery date rather than from commissioning, and it is not extended by any repair carried out under it. If an instrument is repaired under warranty, it then carries either the unexpired balance of the original period or ninety days from the return of the repaired instrument, whichever ends later[1](u pload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/bt9dSI9boBXFh1EQ8QH-Q.pdf PassageID:0)[2](upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/6SgvVR13s 5Wow2ln90o28.pdf PassageID:2). Given this inconsistency between the customer-facing and internal documents, it would be worth flagging to Fenwake Instruments directly to confirm which period actually applies, since the customer-facing terms (24 months) are what would typically govern the relationship with the buyer. --- passages (full content, all returned, none trimmed) --- [1] title=A08_warranty_terms_sales_pack score=12.759662 score_rerank=0.9995724558830261 id=83cf9a48-696f-46bc-beef-4a90ed9787ae source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/bt9dSI9boBXFh1EQ8QH-Q.pdf Sales pack Page 1 Fenwake Instruments Ltd Warranty Terms Sales pack - customer-facing warranty terms 1. What is covered These are the warranty terms that accompany a new instrument. They apply to every new Tolvan A3 supplied by Fenwake Instruments Ltd, however it was ordered and wherever it is deployed. The warranty covers the instrument, its pressure housing, its connector and any cable supplied with it. It covers failure arising from a defect in materials or workmanship. Where a covered failure occurs, Fenwake repairs or exchanges the instrument at its own option and bears the cost of carriage in both directions. 2. The warranty period Every new Tolvan A3 carries a warranty of 24 months from the date the instrument is delivered. The period runs from delivery rather than from commissioning, and is not extended by a repair carried out under it. 2.1 Instruments repaired under warranty A repaired instrument carries the unexpired balance of the original period, or ninety days from the return of the repaired instrument, whichever ends later. 3. What is not covered • Fouling, corrosion of sacrificial components, and wear of consumables such as anodes, guards and gland kits. • Damage caused by a mooring failure, a vessel strike, a snagged cable or any other mechanical event outside the instrument. • Damage caused by opening the housing outside a Fenwake workshop, or by breaking a calibration seal. • Drift within the published specification. Drift is a calibration matter, not a defect. • Any instrument whose serial number has been removed or altered. 4. Making a claim A claim is made through the service desk, quoting the serial number and the delivery note. The service desk raises a ticket, arranges return carriage and tells the customer within five working days whether the failure is covered. Where it is not covered, the customer is quoted for the repair before any work starts. 4.1 If the customer disagrees Where a customer disputes a decision that a failure is not covered, the instrument is held unrepaired and the head of service operations reviews the file. The instrument is not returned, scrapped or repaired while a review is open. [2] title=A08_warranty_terms_sales_pack score=4.4998875 score_rerank=0.0009450344368815422 id=bb85e323-03e7-44b8-abb3-0af955b22c74 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/bt9dSI9boBXFh1EQ8QH-Q.pdf Fenwake Instruments Ltd - Warranty Terms Sales pack Page 2 5. Limits This warranty is the whole of the remedy for a defective instrument. Fenwake is not liable for loss of data, loss of survey time, vessel standby, or any other consequential loss arising from a failure, whether or not that failure is covered. 6. Statutory rights Nothing in these terms affects a consumer's statutory rights. The instruments described here are sold for commercial use, and the terms are written on that basis. [3] title=A09_warranty_statement_service_pack score=12.46088 score_rerank=0.999369204044342 id=af9375cf-e333-422f-9a8a-f64fcfdec155 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/6SgvVR13s5Wow2ln90o28.pdf Service pack Page 1 Fenwake Instruments Ltd Warranty Terms Service pack - warranty terms for the service desk 1. What is covered These are the warranty terms the service desk applies when a customer reports a failure. They apply to every new Tolvan A3 supplied by Fenwake Instruments Ltd, however it was ordered and wherever it is deployed. The warranty covers the instrument, its pressure housing, its connector and any cable supplied with it. It covers failure arising from a defect in materials or workmanship. Where a covered failure occurs, Fenwake repairs or exchanges the instrument at its own option and bears the cost of carriage in both directions. 2. The warranty period Every new Tolvan A3 carries a warranty of 36 months from the date the instrument is delivered. The period runs from delivery rather than from commissioning, and is not extended by a repair carried out under it. 2.1 Instruments repaired under warranty A repaired instrument carries the unexpired balance of the original period, or ninety days from the return of the repaired instrument, whichever ends later. 3. What is not covered • Fouling, corrosion of sacrificial components, and wear of consumables such as anodes, guards and gland kits. • Damage caused by a mooring failure, a vessel strike, a snagged cable or any other mechanical event outside the instrument. • Damage caused by opening the housing outside a Fenwake workshop, or by breaking a calibration seal. • Drift within the published specification. Drift is a calibration matter, not a defect. • Any instrument whose serial number has been removed or altered. 4. Making a claim A claim is made through the service desk, quoting the serial number and the delivery note. The service desk raises a ticket, arranges return carriage and tells the customer within five working days whether the failure is covered. Where it is not covered, the customer is quoted for the repair before any work starts. 4.1 If the customer disagrees Where a customer disputes a decision that a failure is not covered, the instrument is held unrepaired and the head of service operations reviews the file. The instrument is not returned, scrapped or repaired while a Fenwake Instruments Ltd - Warranty Terms Service pack Page 2 review is open. [4] title=A09_warranty_statement_service_pack score=4.1393743 score_rerank=0.0013752406230196357 id=8d87424a-d9fd-4a7e-96c0-ff7e94e15596 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/6SgvVR13s5Wow2ln90o28.pdf 5. Limits This warranty is the whole of the remedy for a defective instrument. Fenwake is not liable for loss of data, loss of survey time, vessel standby, or any other consequential loss arising from a failure, whether or not that failure is covered. 6. Statutory rights Nothing in these terms affects a consumer's statutory rights. The instruments described here are sold for commercial use, and the terms are written on that basis. [5] title=A10_tolvan_a3_product_overview score=5.610238 score_rerank=0.9985093474388123 id=e399a86c-bfc2-4996-888f-b607f80ffc91 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/1UQFihWfE26N92LZDfZqY.pdf The recommended recalibration interval for the Tolvan A3 is 22 months from the date of the last certificate. An instrument returned early because of a suspected drift is checked as found before anything is adjusted, so that the drift can be quantified rather than merely corrected. ## Firmware Firmware is updated during a service visit rather than over the telemetry link, because an interrupted update on a deployed instrument leaves it unreadable until it is recovered. A customer who declines a recommended update is asked to confirm in writing, and the confirmation is attached to the instrument record. [6] title=A10_tolvan_a3_product_overview score=6.5562572 score_rerank=0.9719573259353638 id=de633311-c0b1-40c5-b86a-e3389e000d25 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/1UQFihWfE26N92LZDfZqY.pdf # Tolvan A3 - product overview The Tolvan A3 is a conductivity and temperature sensor built for continuous deployment in estuarine and coastal water. It is the instrument most of our customers meet first, and most of the questions the service desk answers are about this one. ## What it measures The instrument reports conductivity, temperature and a derived practical salinity. Conductivity is measured with an inductive cell, which has no exposed electrodes to foul or to wear, and temperature with a thermistor mounted in the same flow path so that the two readings describe the same parcel of water. Pressure is not measured; where a depth record is needed, the instrument is paired with a separate pressure sensor on the same mooring. ## Where it is used Typical deployments are estuary monitoring for a regulator, intake monitoring for a water treatment works, and baseline surveys ahead of construction in a harbour. It is rated for continuous immersion to fifty metres. Deeper work uses the Tolvan C5, which shares the sensing arrangement in a pressure housing rated considerably deeper. ## How it is powered and read On a mooring, the instrument runs from an internal battery pack and logs to internal memory. On a cabled installation it is powered over the same cable that carries its data, and reports continuously to the Brannoc telemetry gateway, which forwards to the customer's own system. The two modes are configured at commissioning and are not switched in the field. ## Fouling and cleaning In estuarine water the practical limit on deployment is biological fouling rather than power or memory. An anti-fouling guard and a sacrificial anode are fitted at commissioning and replaced at each service visit. Customers in warm or nutrient-rich water are advised to shorten the interval between visits rather than to clean the sensing face themselves, because the inductive cell is easily damaged by an abrasive. ## Calibration Every instrument leaves the laboratory with a signed certificate recording the as-found and as-left bias at four reference points across the working range. [7] title=A01_field_service_policy_and_charges_uk score=8.918711 score_rerank=0.9842862486839294 id=044e2731-8fc1-4a10-8e3b-773803e0d070 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf Fenwake internal - service operations Page 1 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 Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 2 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. 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. [8] title=A01_field_service_policy_and_charges_uk score=0.4054304 score_rerank=7.195015496108681e-05 id=d297f901-4888-4743-9a9d-c000c9099be1 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf | 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 | [9] title=A05_depot_and_commissioning_note score=5.47627 score_rerank=0.07231273502111435 id=938eea7a-c29d-49ec-9bad-726870143e18 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/9cD8B2qIVh4Pmjkg8wfd8.pdf # Depot, spares and commissioning - working note Bristol depot and UK commissioning engineers. Not a contractual document. ## The depot The Bristol depot sits behind the workshop on the Avonmouth side and is open 07:00 to 17:00, Monday to Friday. Out of hours, the duty engineer holds a key and may draw stock, recording what was taken on the ticket before leaving the building. ## Loan stock The Bristol depot holds the Tolvan A3 loan pool: six calibrated units reserved for Critical cover customers. A loan unit goes out configured for the customer's deployment, with a current certificate in the case, so that it can be rigged without a bench check. Loan units are issued against a signed loan note naming the ticket, the serial number that went out and the serial number it stands in for. The stores controller counts loan stock on the first working day of each month. A customer on Standard or Extended cover may borrow a unit where one is free, but has no reservation on it: a Critical cover customer takes precedence and the borrowed unit is recalled with two working days' notice. ## Consumable stock Anodes, anti-fouling guards and gland kits are held as rolling stock and reordered at the reorder level marked on the bin. The stores controller reviews reorder levels each quarter against the previous four quarters of consumption. ## Couriers The courier cut-off is 15:30 for next-day delivery within the United Kingdom. Anything handed over after the cut-off travels the following working day. Dangerous goods - which means any lithium cell over the threshold on the shipping matrix - need the packing declaration signed by a trained shipper, and there are two in the building. ## What the depot does not do The depot does not calibrate. An instrument that needs a certificate goes to the laboratory, is booked in under its own job number, and comes back to the depot only once the certificate has been signed. ## Commissioning: before travelling Confirm the site permit is in place and that the structure is accessible at the tide state you have planned for. Confirm the instrument's job number and that the certificate in the case matches the serial number on the housing. Take the torque wrench; the sensing face is the one part of this job that does not tolerate improvisation. [10] title=A06_nordic_service_addendum score=2.7965157 score_rerank=0.002940099686384201 id=dc76b1b1-9fef-4b78-8ee1-3630803fa806 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/Zfk6NFmkioi852vHxaWAP.pdf | Item | Held at Bergen | Note | |---|---|---| | Brannoc loan pool | Two units | Issued against a signed loan note | | Tolvan C5 spares kit | One full kit | Pressure housings, o- ring sets, end caps | | Consumables | Rolling stock | Anodes, guards, gland kits | | Deck cable, armoured | 300 m drum | Cut to length on request |