Can Vectorize.io answer a question when the answer is already in the knowledge base?

TC90 -- Vectorize.io -- full retrieval dump, default settings
Query: How quickly does Fenwake acknowledge a Priority 1 fault reported outside business hours?
Endpoint: POST /org/06c5221a-8323-49d4-8bf0-02db17c0c558/pipelines/aip333df-2fa6-467a-a1a9-58433a450a4b/retrieval
Body: {"question": "...", "numResults": 5}  (rerank not set -- API default is true)

average_relevancy=0.75370608904  ndcg=0.9992125587568069

--- result #1 | A01_field_service_policy_and_charges_uk.pdf | chunk_id=1 | similarity=0.8204 | relevancy=0.9999542 ---
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 Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 3

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.


Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 4

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.

--- result #2 | A01_field_service_policy_and_charges_uk.pdf | chunk_id=0 | similarity=0.8255 | relevancy=0.99933845 ---
Fenwake internal - service operations Page 1

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 Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 2

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.

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.

--- result #3 | A01_field_service_policy_and_charges_uk.pdf | chunk_id=2 | similarity=0.8344 | relevancy=0.99718815 ---
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 Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 5

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.


Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 6

8. Contacts

Route When Detail

Service desk Business hours service@fenwake-instruments.example

Service desk telephone Business hours +44 117 496 0188

Out-of-hours pager All other times +44 117 496 0199

--- result #4 | A01_field_service_policy_and_charges_uk.pdf | chunk_id=3 | similarity=0.7479 | relevancy=0.7690802 ---
Route When Detail

Service desk Business hours service@fenwake-instruments.example

Service desk telephone Business hours +44 117 496 0188

Out-of-hours pager All other times +44 117 496 0199

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.

10. Review
Part A is owned by the head of service operations and reviewed each spring with the regional service
leads.


Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 7

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.

Cover level Weekday callout Out-of-hours callout Offshore day rate

Standard 216 352 1,140

Extended 284 487 1,265

Critical 331 615 1,408

Out-of-hours means any call answered outside 08:00 to 18:00, Monday to Friday, and any call answered on a 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.


Fenwake Instruments Ltd - Field Service Policy and Charges (United Kingdom)

Fenwake internal - service operations Page 8

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.

Item Unit Charge

Anti-fouling guard each 74

Sacrificial anode set set of three 138

--- result #5 | A04_employee_handbook.docx | chunk_id=0 | similarity=0.7258 | relevancy=0.0029694452 ---
Employee Handbook
Fenwake Instruments Ltd - all locations
1. Working here
This 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 work
Standard 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 recording
Hours 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 leave
Full-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 leave
Annual 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-over
Up 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 leaving
On 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 absence