=== Denser AI -- query call, generated answer and returned passages === === API call === POST https://denser.ai/api/query Body: {"question": "How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours?", "chatbotId": "chatbot_o9ihun9849fcf3tbhigo4", "key": "", "context": [], "prompt": "", "citation": true} (no model parameter sent; tool default used) latency: 4.946s === Raw response === status: 200 | passages returned: 10 --- answer (verbatim, includes Denser's own inline citation marker) --- 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. This target applies regardless of the cover level held — the cover level only determines what happens after acknowledgement, not how quickly the call is answered[1](upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mok cyDojzyRmgA.pdf PassageID:0). --- passages (full content, all returned, none trimmed) --- [1] title=A01_field_service_policy_and_charges_uk score=18.28016 score_rerank=0.9990673661231995 id=2c827c98-5ead-4901-849a-5ed25658d1ff source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf 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 Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 3 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. 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. Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 4 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. [2] title=A01_field_service_policy_and_charges_uk score=14.677958 score_rerank=0.9988538026809692 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. [3] title=A01_field_service_policy_and_charges_uk score=6.398953 score_rerank=0.9971351623535156 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 | [4] title=A01_field_service_policy_and_charges_uk score=16.223854 score_rerank=0.9962992072105408 id=ed1fd3a9-1706-48e2-9565-bd09f2438c94 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf 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 Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 5 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. • Step 1 - Duty engineer. Owns the ticket and the diagnosis. • Step 2 - Service desk lead. Owns the schedule, the parts and the customer communication. • Step 3 - Head of service operations. Owns the commercial consequences and any goodwill offered. • Step 4 - Operations director. Owns the relationship. A step is skipped only where the person is unavailable, and the skip is recorded. Escalation does not restart the acknowledgement clock, which is measured once per ticket. 7.1 Missed targets Where an acknowledgement target is missed, the service desk lead writes to the customer within one working day setting out what happened and what has changed. A missed target is reported in the monthly service review whether or not the customer raises it. Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 6 8. Contacts 9. 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. 10. Review Part A is owned by the head of service operations and reviewed each spring with the regional service leads. Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 7 Part B - Charges outside cover 11. How to read this part The charges below apply to work that falls outside the cover level a customer holds: attendance the contract does not include, work in the exclusions at section 9, and any attendance a customer requests at short notice. Work inside cover is not charged. [5] title=A01_field_service_policy_and_charges_uk score=5.455326 score_rerank=0.9863982796669006 id=ace3ed75-1034-4d11-9851-5062d3cfc6d0 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf | 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 | [6] title=A01_field_service_policy_and_charges_uk score=3.7724397 score_rerank=0.7320897579193115 id=5f4b4fdb-9fee-4bc4-8c6e-325b0f721c8b source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/ruM2xi4mokcyDojzyRmgA.pdf A callout is charged once per visit. Where an engineer attends on two consecutive days, the second day is charged at the day rate rather than as a second callout. 12. Callout and attendance charges All figures in pounds sterling, excluding VAT. Out-of-hours means any call answered outside 08:00 to 18:00, Monday to Friday, and any call answered on a statutory non-working day. The offshore day rate applies to any work carried out from a vessel, whether or not the vessel is under way. Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom) Fenwake internal - service operations Page 8 13. Consumables and parts Consumables fitted during an attendance are charged at list. Parts drawn from a regional depot carry no handling charge; parts couriered from the central store carry the courier cost at invoice. 14. Travel Travel inside a fifty-mile radius of the Bristol workshop is included in the callout charge. Beyond that radius, travel is charged per mile at the rate in the customer's contract schedule, and any overnight stay is charged at cost. 15. Quotations Any work expected to exceed two days is quoted in writing before it starts. A quotation holds for sixty days. [7] title=A08_warranty_terms_sales_pack score=4.3536253 score_rerank=0.9438811540603638 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. [8] title=A09_warranty_statement_service_pack score=4.42142 score_rerank=0.9093578457832336 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. [9] title=A06_nordic_service_addendum score=5.951654 score_rerank=0.567162811756134 id=dc988882-c412-4705-a229-d3466752cac7 source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/Zfk6NFmkioi852vHxaWAP.pdf Nordic Service Addendum Fenwake Instruments Ltd - Norway, Sweden and Denmark 1. What this addendum covers This addendum sets out how service work is delivered for customers in Norway, Sweden and Denmark. It covers logistics, customs, mobilisation, the regional depot and how loan stock is requested. It does not restate commercial terms, and it does not describe the goods warranty carried by a new instrument. 2. Regional depot The regional depot is at Bergen, on the Damsgard side of the harbour, and is open 07:00 to 16:00 local time, Monday to Friday. It is staffed by two engineers and a stores controller. 2.1 What the depot holds Loan pool stock is counted on the first working day of each month and the count is sent to the service desk lead the same day. A discrepancy is investigated before the next issue. 3. Requesting a loan unit 3.1 Who to call Loan requests from customers in the region are met from the Bergen depot. Ring the depot rather than raising a stores request in the system: the stores queue is worked from the workshop and adds a day to anything that could have been handed over the counter. 3.2 What can be lent The Bergen loan pool covers the Brannoc telemetry gateway. A gateway goes out with its own SIM and a configuration file matching the customer's deployment. Where a customer needs an instrument the depot does not hold as loan stock, the depot raises a request against central stores and tells the customer the same day what can and cannot be met locally. Do not promise a loan unit before the depot has confirmed one is free. 3.3 The loan note Every loan is recorded on a signed loan note carrying the ticket number, the serial number issued and the date it is due back. Ten working days is the standard loan period, counted from the day the customer's own instrument is returned to service. An overdue loan is chased by the stores controller at ten and at twenty working days, and after that by the service desk lead. 3.4 Condition on return A returned loan unit is inspected, cleaned and re-certified before it goes back into the pool. A unit returned with a broken calibration seal is treated as damaged, quoted for repair, and does not go back into the pool until the laboratory has passed it. [10] title=A04_employee_handbook score=5.134081 score_rerank=0.4378226697444916 id=3fa3f71b-430b-406d-95b1-8bc0f790931f source=upload/google_107814369447848734045/chatbots/chatbot_o9ihun9849fcf3tbhigo4/MvdlZrB0IJ2I2OMdgJ5O9.pdf Employee Handbook Fenwake Instruments Ltd - all locations 1. Working here This handbook sets out the terms that apply to everyone employed by Fenwake Instruments Ltd, whether based at the Bristol workshop, at the Avonmouth calibration laboratory, or working from a customer site or vessel. It forms part of your contract. Where a term is set out in your written statement of particulars and also here, the written statement governs. 2. Hours of work Standard hours are 37.5 a week, worked between 08:00 and 18:00, Monday to Friday. Workshop staff work a 07:30 start by agreement with the workshop manager. Anyone rostered to the out-of-hours duty engineer rota is paid a standby allowance for each week on the rota, and an hourly rate for any hour actually worked while on standby. 2.1 Time recording Hours are recorded against a job number on the day they are worked. A job number is required for chargeable work, for internal projects and for training. Corrections are made by the line manager rather than by editing a submitted week. 3. Annual leave Full-time employees accrue 26 days of annual leave in each complete leave year, which runs from 1 April to 31 March. Part-time employees accrue pro rata. Leave accrues from the first day of employment and may be taken during the probation period with the line manager's agreement. 3.1 Booking leave Annual leave is requested in the rota system and confirmed by the line manager. Requests are considered in the order they are received. Service operations will decline a request that would leave the duty engineer rota uncovered, and will say so within five working days so that alternative dates can be chosen. 3.2 Carry-over Up to five days of untaken annual leave may be carried into the next leave year, and must be taken by 30 June. Anything beyond five days is carried over only where leave could not be taken because of a business requirement, and only with the written agreement of a director. 3.3 Leave on leaving On termination, accrued and untaken annual leave is paid in the final salary payment. Where more leave has been taken than accrued, the balance is deducted from that payment.