POST /api/v1/retrieval request: {"question": "How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours?", "dataset_ids": ["b09c2f28cbb011f1916c37b82c69031d"]} code=0 chunks=15 === rank 1 | similarity=0.4826 | A01_field_service_policy_and_charges_uk.pdf | pages [3, 4, 5, 6] 5.2Access 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. 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. 6.1Acknowledgementout ofhours 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. 6.2Whatfollows 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 6.3Priority 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. 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. 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. === rank 2 | similarity=0.3639 | A01_field_service_policy_and_charges_uk.pdf | pages [1, 2, 3] 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. 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. 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. 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. 5.1Consumables Anti-fouling guards, sacrificial anodes and cable glands are consumables. They are replaced during any attendance and charged at the rates in Part B. === rank 3 | similarity=0.2980 | A01_field_service_policy_and_charges_uk.pdf | pages [6]
RouteWhenDetail
Service deskBusiness hoursservice@fenwake-instruments.example
Service desk telephoneBusiness hours+441174960188
Out-of-hours pagerAll other times+441174960199
=== rank 4 | similarity=0.2892 | A09_warranty_statement_service_pack.pdf | pages [1, 2] 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 Instrumentsrepaired underwarranty 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. 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 === rank 5 | similarity=0.2836 | A01_field_service_policy_and_charges_uk.pdf | pages [2]
PriorityAcknowledgement targetMeasured from
Priority 130 minutesTicket raised
Priority 24 working hoursTicket raised
Priority 3The next working dayTicket raised
=== rank 6 | similarity=0.2776 | A04_employee_handbook.docx | pages [1] Employee HandbookFenwake Instruments Ltd - all locations1. Working hereThis 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 workStandard 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 recordingHours 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 leaveFull-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 leaveAnnual 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-overUp 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 leavingOn 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.4. Sickness absenceReport sickness to your line manager before 09:00 on the first day, by telephone rather than by message. Absence of seven calendar days or fewer is self-certified on return. Longer absence requires a fit note. Company sick pay is paid at normal salary for the first four weeks of a continuous absence and at half salary for the following four weeks, after which statutory sick pay alone applies. === rank 7 | similarity=0.2727 | A08_warranty_terms_sales_pack.pdf | pages [1, 2] 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 Instrumentsrepaired 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.Whatisnotcovered ·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. 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. === rank 8 | similarity=0.2440 | A04_employee_handbook.docx | pages [2] 4.1 Return to workEvery absence is followed by a return-to-work conversation with the line manager. The conversation is recorded in one paragraph on the personnel file. Where an absence relates to a condition that affects offshore or diving work, occupational health is consulted before the employee returns to that work.5. ExpensesExpenses are claimed monthly, with receipts, and reimbursed with the following month's salary. Mileage in a private vehicle is paid at the approved rate. Overnight accommodation is booked through the company travel account wherever possible; where it is not, a room is reimbursed at cost within the regional cap published on the intranet.6. NoticeDuring probation, notice is one week on either side. After probation, notice is one month for most roles and three months for directors and for the head of service operations. The company may pay in lieu of notice.7. Training and certificationOffshore survival and first-aid certification is renewed at company expense before it expires. Time spent in required training counts as working time. Where an employee leaves within twelve months of a discretionary course costing more than two thousand pounds, a proportion is recoverable, as set out in the training agreement signed before the course.8. Conduct at sea and on customer sitesOn a vessel, the master's instructions take precedence over any instruction from Fenwake. On a customer site, the site's permit-to-work system governs. An employee who believes work cannot be done safely is expected to stop it, and will be supported for having done so.9. Personal dataPersonnel records are held for the duration of employment and for six years afterwards. Employees may ask to see their record at any time by writing to the operations director. === rank 9 | similarity=0.2421 | A01_field_service_policy_and_charges_uk.pdf | pages [7]
Cover levelWeekday calloutOut-of-hours calloutOffshore day rate
Standard2163521,140
Extended2844871,265
Critical3316151,408
=== rank 10 | similarity=0.2265 | A01_field_service_policy_and_charges_uk.pdf | pages [6, 7, 8] 10.Review Part A is owned by the head of service operations and reviewed each spring with the regional service leads. 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. 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 ona 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. 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. === rank 11 | similarity=0.2264 | A06_nordic_service_addendum.docx | pages [3] 4.1 Repairs that cross a borderWhere a repair cannot be completed at Bergen and the instrument must return to the workshop, the depot raises a return note and the customer is told the same day. Return shipping is arranged by the depot, never by the customer, so that the carnet stays valid.5. MobilisationOffshore attendance in the region is mobilised through the customer's own vessel wherever one is available. Where it is not, the depot charters through a local agent. Mobilisation requires offshore survival certification current on the day of sailing, and the depot checks certification before booking.6. LanguageService reports are written in English. On request, the depot provides a Norwegian summary of the findings and the actions taken, prepared by the stores controller and checked by the attending engineer.7. SubcontractorsTwo subcontractors are approved for lifting and diving support in the region: Hordaland Subsea AS and Kattegat Marine Services. Neither is authorised to open an instrument or to break a calibration seal. === rank 12 | similarity=0.2224 | A06_nordic_service_addendum.docx | pages [1] Nordic Service AddendumFenwake Instruments Ltd - Norway, Sweden and Denmark1. What this addendum coversThis 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 depotThe 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 holdsLoan 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 unit3.1 Who to callLoan 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 lentThe 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 noteEvery 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 returnA 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.4. Customs and exportInstruments moving between the workshop and a Norwegian site travel under a temporary admission carnet. The carnet number goes on the ticket before the instrument leaves the building; an instrument that travels without one is held at the border and the ticket clock is suspended until it is released. === rank 13 | similarity=0.2120 | A03_calibration_certificate_scan.pdf | pages [1] CALIBRATION CERTIFICATE Fenwake Instruments Ltd Certificate C-77413 Calibration laboratoryAvonmouth,Bristol S11 SERIAL NUMBER INSTRUMENT FW-A3-40871 Tolvan A3 conductivity-temperature sensor ORDER REFERENCE CUSTOMER SEMP/PO/9134 Severn Estuary Monitoring Partnership NEXT CALIBRATION DUE DATE OF CALIBRATION 3January 2028 3March 2026 AMBIENT PROCEDURE 20.4 C, 61 % RH FWLCAL-114,isSue Results Salinityhanhd ainstrncetandard ou Summary As-found bias, mean of four points: -0.037 psu As-left bias,mean of four points:-0.004psu Expanded uncertainty (k = 2): 0.008 psu The instrument was adjusted after the as-found check and passed. === rank 14 | similarity=0.2030 | A05_depot_and_commissioning_note.md | pages [1] # 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. ## Commissioning: mounting === rank 15 | similarity=0.2018 | A10_tolvan_a3_product_overview.md | pages [1] # 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. 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 CHECKS '90 minutes' in rank 1: True 'named duty engineer' in rank 1: True page-2 decoy '30 minutes' in rank 1: False '30 minutes' first appears at rank: 5