TC90 · Retrieval — corpus holds the answer Query: How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours? --- API call --- POST /collections/{CID}/search Body: {"query": "How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours?"} (default params — no top_k, no filters) --- Raw retrieved response --- status: 200 | sections returned: 3 score=1.0000 document_id=88399604-1153-40ef-be66-f4da43a873a2 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 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
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.