Can FutureSmart Document Intelligence answer when the answer is available in the knowledge base?

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

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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
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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
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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
<table>
  <tr>
    <th>Priority</th>
    <th>Acknowledgement target</th>
    <th>Measured from</th>
  </tr>
<tr>
    <td>Priority 1</td>
<td>30 minutes</td>
<td>Ticket raised</td>
  </tr>
<tr>
    <td>Priority 2</td>
<td>4 working hours</td>
<td>Ticket raised</td>
  </tr>
<tr>
    <td>Priority 3</td>
<td>The next working day</td>
<td>Ticket raised</td>
  </tr>
</table>

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
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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.

<table>
  <tr>
    <th>Cover level</th>
    <th>Attendance target</th>
    <th>Spares held</th>
  </tr>
<tr>
    <td>Standard</td>
<td>Five working days</td>
<td>Central store only</td>
  </tr>
<tr>
    <td>Extended</td>
<td>Three working days</td>
<td>Central store only</td>
  </tr>
<tr>
    <td>Critical</td>
<td>Next working day</td>
<td>Regional depot</td>
  </tr>
</table>

## 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.