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=== 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 5 | similarity=0.2836 | A01_field_service_policy_and_charges_uk.pdf | pages [2]
<table><tr><td >Priority</td><td >Acknowledgement target</td><td >Measured from</td></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>