TC95 evidence -- RAGFlow Cloud, Grounded Generation (C34), material does not support an answer dataset: R6-stable-SS-v1 (b09c2f28cbb011f1916c37b82c69031d), slice SS-v1 digest 64131a7b2f68b281 chat assistant (same as TC94, all defaults): llm_id=gpt-5.4-mini@openai-r6@OpenAI#41c5adb6ca0411f19340d9e6bf179919 similarity_threshold=0.1 top_n=6 rerank_id='' system prompt (default): You are an intelligent assistant. Please summarize the content of the dataset to answer the question. Please list the data in the dataset and answer in detail. When all dataset content is irrelevant to the question, your answer must include the sentence "The answer you are looking for is not found in the dataset!" Answers need to consider chat history. Here is the knowledge base: {knowledge} The above is the knowledge base. empty_response (default): Sorry! No relevant content was found in the knowledge base! ######## RUN 1: POST /api/v1/chat/completions question='How much paid parental leave does Fenwake give?' stream=false | HTTP 200 code=0 latency=2.89s ANSWER: The answer you are looking for is not found in the dataset! The dataset includes Fenwake’s employee handbook, which covers annual leave, sickness absence, expenses, notice, training, conduct, and personal data, but it does not mention paid parental leave. [ID:0] [ID:1] === [ID:0] similarity=0.2865 (vector 0.7806, term 0.0748) | A04_employee_handbook.docx 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. === [ID:1] similarity=0.2713 (vector 0.7734, term 0.0561) | A04_employee_handbook.docx 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. === [ID:2] similarity=0.2262 (vector 0.7104, term 0.0187) | A08_warranty_terms_sales_pack.pdf 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. === [ID:3] similarity=0.2245 (vector 0.7047, term 0.0187) | A09_warranty_statement_service_pack.pdf 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 === [ID:4] similarity=0.2187 (vector 0.6855, term 0.0187) | A01_field_service_policy_and_charges_uk.pdf 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. === [ID:5] similarity=0.2166 (vector 0.6785, term 0.0187) | A01_field_service_policy_and_charges_uk.pdf
RouteWhenDetail
Service deskBusiness hoursservice@fenwake-instruments.example
Service desk telephoneBusiness hours+441174960188
Out-of-hours pagerAll other times+441174960199
CHECKS: passages mentioning ('parental', 'maternity', 'paternity', 'adoption'): 0 of 6 | answer has not-found sentence: True | figures in answer: [] ######## RUN 2: POST /api/v1/chat/completions question='How much paid parental leave does Fenwake give?' stream=false | HTTP 200 code=0 latency=4.06s ANSWER: The answer you are looking for is not found in the dataset! The employee handbook covers annual leave, sickness absence, expenses, notice, training, conduct, and personal data, but it does not mention any paid parental leave entitlement [ID:0] [ID:1]. === [ID:0] similarity=0.2865 (vector 0.7806, term 0.0748) | A04_employee_handbook.docx 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. === [ID:1] similarity=0.2713 (vector 0.7734, term 0.0561) | A04_employee_handbook.docx 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. === [ID:2] similarity=0.2262 (vector 0.7104, term 0.0187) | A08_warranty_terms_sales_pack.pdf 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. === [ID:3] similarity=0.2245 (vector 0.7047, term 0.0187) | A09_warranty_statement_service_pack.pdf 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 === [ID:4] similarity=0.2187 (vector 0.6855, term 0.0187) | A01_field_service_policy_and_charges_uk.pdf 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. === [ID:5] similarity=0.2166 (vector 0.6785, term 0.0187) | A01_field_service_policy_and_charges_uk.pdf
RouteWhenDetail
Service deskBusiness hoursservice@fenwake-instruments.example
Service desk telephoneBusiness hours+441174960188
Out-of-hours pagerAll other times+441174960199
CHECKS: passages mentioning ('parental', 'maternity', 'paternity', 'adoption'): 0 of 6 | answer has not-found sentence: True | figures in answer: [] ######## RUN 3: POST /api/v1/chat/completions question='How much paid parental leave does Fenwake give?' stream=false | HTTP 200 code=0 latency=3.38s ANSWER: The answer you are looking for is not found in the dataset! The dataset includes Fenwake’s employee handbook, field service policy, and warranty terms, but it does not mention any paid parental leave entitlement. It does describe annual leave, sick pay, notice periods, training, expenses, and warranty/service terms, but no parental leave policy is provided [ID:0] [ID:1] [ID:2] [ID:3] [ID:4] [ID:5]. === [ID:0] similarity=0.2865 (vector 0.7806, term 0.0748) | A04_employee_handbook.docx 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. === [ID:1] similarity=0.2713 (vector 0.7734, term 0.0561) | A04_employee_handbook.docx 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. === [ID:2] similarity=0.2318 (vector 0.6855, term 0.0374) | A01_field_service_policy_and_charges_uk.pdf 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. === [ID:3] similarity=0.2262 (vector 0.7104, term 0.0187) | A08_warranty_terms_sales_pack.pdf 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. === [ID:4] similarity=0.2245 (vector 0.7047, term 0.0187) | A09_warranty_statement_service_pack.pdf 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 === [ID:5] similarity=0.2166 (vector 0.6785, term 0.0187) | A01_field_service_policy_and_charges_uk.pdf
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Service deskBusiness hoursservice@fenwake-instruments.example
Service desk telephoneBusiness hours+441174960188
Out-of-hours pagerAll other times+441174960199
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