{
  "collection": "Apex Instruments public assistant, approved facts",
  "version": "1.0",
  "published": "2026-10-01",
  "note": "Fictional sample data for a portfolio demonstration. Apex Instruments, Northlight Group, Meridian and Atlas Care do not exist. Nothing here describes a real company, product or service.",
  "scope": {
    "covers": ["Service turnaround", "Calibration", "Meridian products", "Atlas Care plans", "Support hours", "Ordering", "Shipping", "Warranty", "Training", "Reaching a person"],
    "excludes": ["Prices, discounts and quotes", "Custom or negotiated terms", "Unreleased products and launch dates", "Comparisons with other companies", "Medical, clinical or safety claims", "Anything a named owner has not approved"]
  },
  "refusal": {
    "headline": "No approved fact covers that.",
    "body": "This assistant can only repeat answers a named person has approved and signed with a date. Nothing on the approved list covers your question, so it will not attempt one. Guessing here would be worse than saying no.",
    "route": "A person can answer this."
  },
  "contact": {
    "name": "Apex Instruments customer desk",
    "phone": "(555) 010-0100",
    "email": "hello@apexinstruments.example",
    "hours": "Monday to Friday, 8am to 6pm Eastern",
    "note": "Fictional contact details for a demonstration. They do not reach anyone."
  },
  "facts": [
    {
      "id": "turnaround-standard",
      "topic": "Turnaround",
      "questions": ["what is the standard turnaround time", "how long does a standard service order take", "how many days does standard service take", "what is your normal turnaround"],
      "answer": "A standard service order is completed within 5 business days of the instrument arriving at the Apex Instruments service centre. The clock starts on receipt, not on despatch, and it does not include return transit.",
      "source": "Service levels sheet, v1.0, effective October 1, 2026",
      "owner": "Service operations lead",
      "approved_on": "2026-09-18"
    },
    {
      "id": "turnaround-priority",
      "topic": "Turnaround",
      "questions": ["what is the priority turnaround time", "how fast is priority service", "can service be expedited", "is there a faster service option"],
      "answer": "Priority service returns the instrument within 2 business days of receipt. It has to be requested when the service order is created, and it is available for Meridian Bench and Meridian Pro. It is included for instruments on Atlas Care Plus.",
      "source": "Service levels sheet, v1.0, effective October 1, 2026",
      "owner": "Service operations lead",
      "approved_on": "2026-09-18"
    },
    {
      "id": "service-status",
      "topic": "Turnaround",
      "questions": ["how do I check the status of a service order", "where is my instrument", "how do I track a repair", "can I get an update on my service order"],
      "answer": "Every service order carries a reference in the form APX followed by six digits. Send that reference to service@apexinstruments.example and the service desk confirms the current stage and the expected return date.",
      "source": "Service levels sheet, v1.0, effective October 1, 2026",
      "owner": "Service operations lead",
      "approved_on": "2026-09-18"
    },
    {
      "id": "calibration-interval",
      "topic": "Calibration",
      "questions": ["how often does an instrument need calibration", "what is the calibration interval", "how often should I calibrate", "when is calibration due"],
      "answer": "Apex Instruments recommends calibration every 12 months for Meridian Bench and Meridian Pro, and every 6 months for the Meridian Field Kit because it travels. If your own quality system sets a shorter interval, that interval takes precedence.",
      "source": "Calibration policy, v2.1, effective July 15, 2026",
      "owner": "Quality manager",
      "approved_on": "2026-07-15"
    },
    {
      "id": "calibration-included",
      "topic": "Calibration",
      "questions": ["what is included in a calibration", "what happens during calibration", "does calibration include a certificate", "what does a calibration cover"],
      "answer": "A calibration includes an as found reading set, adjustment to the published tolerance, an as left reading set, cleaning, a firmware update if one is due, and a certificate listing the reference standards and their traceability. Replacement parts are handled as a separate repair order.",
      "source": "Calibration policy, v2.1, effective July 15, 2026",
      "owner": "Quality manager",
      "approved_on": "2026-07-15"
    },
    {
      "id": "calibration-certificate",
      "topic": "Calibration",
      "questions": ["how do I get a copy of my calibration certificate", "where is my certificate", "can I get a replacement calibration certificate", "when do certificates arrive"],
      "answer": "Certificates are issued as PDF within 2 business days of the work being completed and are sent to the contact on the service order. A replacement copy can be requested from quality@apexinstruments.example with the certificate number or the instrument serial number.",
      "source": "Calibration policy, v2.1, effective July 15, 2026",
      "owner": "Quality manager",
      "approved_on": "2026-07-15"
    },
    {
      "id": "calibration-prep",
      "topic": "Calibration",
      "questions": ["what should I send with my instrument", "how do I prepare an instrument for calibration", "what do I put in the box", "do I need to send accessories"],
      "answer": "Send the instrument in its original case where possible, with the completed service form, any accessory that is part of the calibration, and the APX reference written on the outside of the box. Do not send consumables, media or personal items.",
      "source": "Calibration policy, v2.1, effective July 15, 2026",
      "owner": "Quality manager",
      "approved_on": "2026-07-15"
    },
    {
      "id": "meridian-line",
      "topic": "Meridian products",
      "questions": ["what is the meridian line", "what products are in the meridian range", "what is meridian", "what does the meridian family include"],
      "answer": "Meridian is the Apex Instruments measurement line. It has three members: Meridian Bench for fixed laboratory work, Meridian Pro for multi channel work at higher throughput, and Meridian Field Kit for portable measurement away from a bench.",
      "source": "Meridian product overview, v3.0, published August 3, 2026",
      "owner": "Product marketing lead",
      "approved_on": "2026-08-03"
    },
    {
      "id": "meridian-bench",
      "topic": "Meridian products",
      "questions": ["what is the meridian bench", "what does meridian bench do", "tell me about meridian bench", "what is the bench model"],
      "answer": "Meridian Bench is the fixed instrument in the line. It is single channel, mains powered, and built for a controlled laboratory bench. It is the usual choice when the same measurement is repeated in one place.",
      "source": "Meridian product overview, v3.0, published August 3, 2026",
      "owner": "Product marketing lead",
      "approved_on": "2026-08-03"
    },
    {
      "id": "meridian-pro",
      "topic": "Meridian products",
      "questions": ["what is the meridian pro", "what does meridian pro do", "how is meridian pro different from meridian bench", "what is the pro model"],
      "answer": "Meridian Pro is the multi channel instrument in the line. It runs four channels at once, stores method presets, and exports results as CSV. Meridian Bench runs one channel and holds no presets, so Pro suits a team running the same set of measurements repeatedly.",
      "source": "Meridian product overview, v3.0, published August 3, 2026",
      "owner": "Product marketing lead",
      "approved_on": "2026-08-03"
    },
    {
      "id": "meridian-field-kit",
      "topic": "Meridian products",
      "questions": ["what is the meridian field kit", "what is in the field kit", "tell me about the field kit", "what is the portable option"],
      "answer": "Meridian Field Kit is the portable member of the line. It runs a full working day on one battery, ships in a hard case with a charger and two probes, and stores results locally for upload once it is back on the network.",
      "source": "Meridian product overview, v3.0, published August 3, 2026",
      "owner": "Product marketing lead",
      "approved_on": "2026-08-03"
    },
    {
      "id": "atlas-care",
      "topic": "Atlas Care",
      "questions": ["what is atlas care", "what does atlas care include", "what is covered by atlas care", "what is the standard service plan"],
      "answer": "Atlas Care is the standard service plan. For each covered instrument it includes one scheduled calibration a year, software updates, and support during published support hours.",
      "source": "Atlas Care plan comparison, v1.2, effective September 1, 2026",
      "owner": "Customer success lead",
      "approved_on": "2026-09-01"
    },
    {
      "id": "atlas-care-plus",
      "topic": "Atlas Care",
      "questions": ["what is atlas care plus", "what does atlas care plus include", "what is covered by atlas care plus", "what is in the higher plan"],
      "answer": "Atlas Care Plus is the higher service plan. For each covered instrument it includes two scheduled calibrations a year, priority service turnaround, a loan instrument while yours is in service, software updates, and support during extended hours.",
      "source": "Atlas Care plan comparison, v1.2, effective September 1, 2026",
      "owner": "Customer success lead",
      "approved_on": "2026-09-01"
    },
    {
      "id": "atlas-care-difference",
      "topic": "Atlas Care",
      "questions": ["what is the difference between atlas care and atlas care plus", "how do the atlas care plans compare", "atlas care or atlas care plus", "how does atlas care plus differ"],
      "answer": "The difference is coverage and speed. Atlas Care gives one calibration a year, standard turnaround, and standard support hours. Atlas Care Plus gives two calibrations a year, priority turnaround, a loan instrument during service, and extended support hours. Both include software updates.",
      "source": "Atlas Care plan comparison, v1.2, effective September 1, 2026",
      "owner": "Customer success lead",
      "approved_on": "2026-09-01"
    },
    {
      "id": "atlas-care-enrol",
      "topic": "Atlas Care",
      "questions": ["how do I add an instrument to a plan", "how do I sign up for atlas care", "can I add instruments later", "how do I enrol in a service plan"],
      "answer": "An instrument can be added at any time. Send the serial numbers to plans@apexinstruments.example and the account team confirms the start date in writing. Coverage begins on the confirmed date, not on the date of the request.",
      "source": "Atlas Care plan comparison, v1.2, effective September 1, 2026",
      "owner": "Customer success lead",
      "approved_on": "2026-09-01"
    },
    {
      "id": "support-hours",
      "topic": "Support",
      "questions": ["what are your support hours", "when is support open", "what time does support close", "are you open at the weekend"],
      "answer": "Support is open Monday to Friday, 8am to 6pm Eastern, excluding published holidays. Instruments covered by Atlas Care Plus also have Saturday cover from 9am to 1pm Eastern.",
      "source": "Support handbook, v4.0, effective June 1, 2026",
      "owner": "Support manager",
      "approved_on": "2026-06-01"
    },
    {
      "id": "support-holidays",
      "topic": "Support",
      "questions": ["are you open on holidays", "which holidays are you closed", "is support open on thanksgiving", "what happens if I write on a holiday"],
      "answer": "The support desk is closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. Messages left on those days are answered on the next business day.",
      "source": "Support handbook, v4.0, effective June 1, 2026",
      "owner": "Support manager",
      "approved_on": "2026-06-01"
    },
    {
      "id": "support-response",
      "topic": "Support",
      "questions": ["how quickly does support reply", "what is the response time for email", "when will someone answer my email", "how long does support take to respond"],
      "answer": "The support desk answers email within one business day. A message left outside support hours is queued and answered when the desk reopens.",
      "source": "Support handbook, v4.0, effective June 1, 2026",
      "owner": "Support manager",
      "approved_on": "2026-06-01"
    },
    {
      "id": "order-place",
      "topic": "Ordering",
      "questions": ["how do I place an order", "where do I send an order", "how do I buy", "what is the ordering process"],
      "answer": "Send orders to the order desk at orders@apexinstruments.example, or call (555) 010-0100. Include the product name, the quantity, the delivery address, a named contact, and a purchase order number if your organisation requires one. Partner accounts can also order through Northlight Group.",
      "source": "Order desk procedures, v2.0, effective August 17, 2026",
      "owner": "Order desk supervisor",
      "approved_on": "2026-08-17"
    },
    {
      "id": "order-changes",
      "topic": "Ordering",
      "questions": ["can I change an order", "how do I cancel an order", "is it too late to change my order", "how do I amend an order"],
      "answer": "An order can be changed or cancelled until it is released to the warehouse, which is usually the same business day. Send the change to orders@apexinstruments.example with the order number. After release, the change is handled as a return.",
      "source": "Order desk procedures, v2.0, effective August 17, 2026",
      "owner": "Order desk supervisor",
      "approved_on": "2026-08-17"
    },
    {
      "id": "shipping-cutoff",
      "topic": "Shipping",
      "questions": ["when is the shipping cutoff", "what time do orders ship", "will my order ship today", "what is the cutoff for same day despatch"],
      "answer": "Orders confirmed before 2pm Eastern on a business day are despatched the same day. Orders confirmed after that go the next business day. The cutoff for the Meridian Field Kit is noon Eastern, because every kit is checked before it leaves.",
      "source": "Shipping and logistics sheet, v1.4, effective September 1, 2026",
      "owner": "Logistics manager",
      "approved_on": "2026-09-01"
    },
    {
      "id": "shipping-methods",
      "topic": "Shipping",
      "questions": ["how do you ship", "which carriers do you work with", "can I get next day delivery", "what shipping options are there"],
      "answer": "Shipments go by ground carrier by default, with tracking emailed on the day of despatch. Two day and next day services are available when the order is placed. Instruments ship insured for their replacement value.",
      "source": "Shipping and logistics sheet, v1.4, effective September 1, 2026",
      "owner": "Logistics manager",
      "approved_on": "2026-09-01"
    },
    {
      "id": "warranty-term",
      "topic": "Warranty",
      "questions": ["how long is the warranty", "what is the warranty period", "how many years is the warranty", "is there a warranty"],
      "answer": "Every Meridian instrument carries a 24 month warranty from the date of delivery, covering defects in materials and workmanship. The warranty transfers with the instrument once the serial number is registered to the new holder.",
      "source": "Warranty terms, v5.0, effective January 6, 2026",
      "owner": "Warranty administrator",
      "approved_on": "2026-01-06"
    },
    {
      "id": "warranty-exclusions",
      "topic": "Warranty",
      "questions": ["what is not covered by the warranty", "what does the warranty exclude", "does the warranty cover accidental damage", "what voids the warranty"],
      "answer": "The warranty does not cover damage from dropping, liquid ingress, unauthorised repair, or operation outside the published environmental limits. Consumables, probes and cases are excluded. A calibration that has fallen out of interval does not void the warranty.",
      "source": "Warranty terms, v5.0, effective January 6, 2026",
      "owner": "Warranty administrator",
      "approved_on": "2026-01-06"
    },
    {
      "id": "warranty-claim",
      "topic": "Warranty",
      "questions": ["how do I make a warranty claim", "how do I claim under warranty", "what do I do if my instrument is faulty", "how do I start a warranty claim"],
      "answer": "Email warranty@apexinstruments.example with the serial number, the delivery date, and a description of the fault. The warranty administrator replies within one business day with a return reference. Do not send an instrument back before that reference is issued.",
      "source": "Warranty terms, v5.0, effective January 6, 2026",
      "owner": "Warranty administrator",
      "approved_on": "2026-01-06"
    },
    {
      "id": "training-onboarding",
      "topic": "Training",
      "questions": ["is training included", "what training do you provide", "how do I book training", "is there an onboarding session"],
      "answer": "Every new instrument includes one live onboarding session of 90 minutes, run remotely for up to eight people. Book it at training@apexinstruments.example within 90 days of delivery.",
      "source": "Training catalogue, v1.1, published July 28, 2026",
      "owner": "Training lead",
      "approved_on": "2026-07-28"
    },
    {
      "id": "training-library",
      "topic": "Training",
      "questions": ["is there recorded training", "where can I find training videos", "do you have a training library", "how do I get access to training material"],
      "answer": "The recorded library covers setup, method presets, exporting results, and routine maintenance for each Meridian product. Access is by named login, requested at training@apexinstruments.example.",
      "source": "Training catalogue, v1.1, published July 28, 2026",
      "owner": "Training lead",
      "approved_on": "2026-07-28"
    },
    {
      "id": "contact-human",
      "topic": "Reaching a person",
      "questions": ["how do I reach a person", "can I talk to a human", "how do I contact the team", "I want to speak to someone"],
      "answer": "Call the Apex Instruments customer desk on (555) 010-0100 during support hours, or write to hello@apexinstruments.example at any time. Ask for a callback and name a time window, and the desk books it.",
      "source": "Contact routing sheet, v1.0, effective October 1, 2026",
      "owner": "Customer operations manager",
      "approved_on": "2026-09-22"
    },
    {
      "id": "assistant-scope",
      "topic": "Reaching a person",
      "questions": ["what can you answer", "what can you help with", "what topics do you cover", "what are you allowed to answer"],
      "answer": "This assistant answers from a published list of approved facts covering service turnaround, calibration, the Meridian products, Atlas Care plans, support hours, ordering, shipping, warranty and training. Anything outside that list, including anything commercial, goes to a person.",
      "source": "Contact routing sheet, v1.0, effective October 1, 2026",
      "owner": "Customer operations manager",
      "approved_on": "2026-09-22"
    }
  ]
}