TC90 . Vectara . retrieval evidence ClickUp: https://app.clickup.com/t/9014651757/86bbuyck7 Query: How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours? Corpus: r6-managed-rag-ss-v1 Endpoint: POST /v2/corpora/{corpus_key}/query Body: {"query": "...", "search": {"limit": 10, "reranker": {"type": "none"}, "context_configuration": {"sentences_before": 3, "sentences_after": 3}}} (limit=10 matches the simple-search endpoint's own default; reranker:none matches that same endpoint's implicit behavior, so scores below are identical to the plain query already reported. context_configuration adds 3 sentences of surrounding text on each side of the match, so each result reads as a full passage, not one sentence.) HTTP status: 200 Total results: 10 ==================================================================================================== rank=1 score=0.834820 document_id=A01_field_service_policy_and_charges_uk.pdf page=4 region=uk Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) 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. ---------------------------------------------------------------------------------------------------- rank=2 score=0.725500 document_id=A01_field_service_policy_and_charges_uk.pdf page=6 region=uk Fenwake internal - service operations Page 5 Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Contacts Route When Detail Service desk Business hours service@fenwake-instruments.example Service desk telephone Business hours +44 117 496 0188 Out-of-hours pager All other times +44 117 496 0199 Exclusions Part A does not apply where the instrument has been modified outside a Fenwake workshop, where a fault is caused by a third-party mooring or cable, or where a customer has declined a recommended firmware update in writing. In those cases the service desk will still respond, and work is quoted at the rates in Part B. Review Part A is owned by the head of service operations and reviewed each spring with the regional service leads. ---------------------------------------------------------------------------------------------------- rank=3 score=0.721030 document_id=A01_field_service_policy_and_charges_uk.pdf page=6 region=uk Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Contacts Route When Detail Service desk Business hours service@fenwake-instruments.example Service desk telephone Business hours +44 117 496 0188 Out-of-hours pager All other times +44 117 496 0199 Exclusions Part A does not apply where the instrument has been modified outside a Fenwake workshop, where a fault is caused by a third-party mooring or cable, or where a customer has declined a recommended firmware update in writing. In those cases the service desk will still respond, and work is quoted at the rates in Part B. Review Part A is owned by the head of service operations and reviewed each spring with the regional service leads. Fenwake internal - service operations Page 6 ---------------------------------------------------------------------------------------------------- rank=4 score=0.694941 document_id=A01_field_service_policy_and_charges_uk.pdf page=2 region=uk Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) 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. 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. ---------------------------------------------------------------------------------------------------- rank=5 score=0.687505 document_id=A09_warranty_statement_service_pack.pdf page=1 region=group 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. 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. ---------------------------------------------------------------------------------------------------- rank=6 score=0.687505 document_id=A08_warranty_terms_sales_pack.pdf page=1 region=group 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. 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. ---------------------------------------------------------------------------------------------------- rank=7 score=0.686549 document_id=A01_field_service_policy_and_charges_uk.pdf page=4 region=uk 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) ---------------------------------------------------------------------------------------------------- rank=8 score=0.680445 document_id=A09_warranty_statement_service_pack.pdf page=2 region=group Fenwake Instruments Ltd - Warranty Terms review is open. 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. 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. Service pack Page 2 ---------------------------------------------------------------------------------------------------- rank=9 score=0.680445 document_id=A08_warranty_terms_sales_pack.pdf page=2 region=group Sales pack Page 1 Fenwake Instruments Ltd - Warranty Terms 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. 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. Sales pack Page 2 ---------------------------------------------------------------------------------------------------- rank=10 score=0.675971 document_id=A09_warranty_statement_service_pack.pdf page=1 region=group 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. 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. ---------------------------------------------------------------------------------------------------- ==================================================================================================== ADDENDUM — same query, Vectara's own default reranker enabled Endpoint: POST /v2/corpora/{corpus_key}/query Body: {"query": "...", "search": {"limit": 10}} (no "reranker" key = product default, not the reranker:none used above) Top 4 shown (full 10-result dump omitted here; same corpus, same passages as above) ==================================================================================================== rank=1 score=0.998649 document_id=A01_field_service_policy_and_charges_uk.pdf page=4 region=uk 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. ---------------------------------------------------------------------------------------------------- rank=2 score=0.932576 document_id=A01_field_service_policy_and_charges_uk.pdf page=4 region=uk 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. ---------------------------------------------------------------------------------------------------- rank=3 score=0.917303 document_id=A01_field_service_policy_and_charges_uk.pdf page=2 region=uk 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 ---------------------------------------------------------------------------------------------------- rank=4 score=0.612426 document_id=A01_field_service_policy_and_charges_uk.pdf page=6 region=uk Route When Detail Service desk Business hours service@fenwake-instruments.example Service desk telephone Business hours +44 117 496 0188 Out-of-hours pager All other times +44 117 496 0199 ----------------------------------------------------------------------------------------------------