{ "collection": "Apex Instruments starter 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.", "howItAnswers": "Every answer below was written by a named person, checked against a named document, and dated. The assistant repeats one of them or it refuses. It does not paraphrase two facts into a third, and it does not fill a gap between two facts with something reasonable.", "threshold": 0.42, "scope": { "covers": ["The Meridian range", "Atlas Care plans", "Support hours", "Ordering", "Service", "Training"], "excludes": [ "Prices, quotes and anything with a figure attached", "Turnaround times and delivery dates", "Discounts and negotiated terms", "Products that have not been announced", "Anything said on a partner's behalf", "Safety, compliance and regulatory claims" ] }, "contact": { "name": "Apex Instruments customer desk", "phone": "(555) 010-0100", "email": "desk@apexinstruments.example", "hours": "Monday to Friday, 8am to 6pm Eastern", "note": "Fictional contact details for a demonstration. They do not reach anyone." }, "facts": [ { "id": "meridian-bench", "topic": "Products", "questions": ["what is the meridian bench", "tell me about the meridian bench", "what does the meridian bench do", "describe the bench unit"], "keywords": ["bench", "meridian bench"], "answer": "Meridian Bench is the fixed bench instrument in the Meridian range. It stays on one bench, runs from mains power, and is the unit most sites buy first. It takes the full sample tray and the standard sensor head.", "source": "Product sheet, Meridian range, v4.2, effective October 1, 2026", "owner": "Product lead", "approved_on": "2026-09-20" }, { "id": "meridian-pro", "topic": "Products", "questions": ["what is the meridian pro", "tell me about the meridian pro", "how is the pro different from the bench", "what does the pro add"], "keywords": ["pro", "meridian pro"], "answer": "Meridian Pro is the bench instrument with the extended sensor head and the second sample channel. Two samples can run at once, and the results write straight into the site record rather than being copied across by hand.", "source": "Product sheet, Meridian range, v4.2, effective October 1, 2026", "owner": "Product lead", "approved_on": "2026-09-20" }, { "id": "meridian-field-kit", "topic": "Products", "questions": ["what is the meridian field kit", "tell me about the field kit", "is there a portable option", "can i take a meridian off site"], "keywords": ["field", "field kit", "portable", "travel"], "answer": "Meridian Field Kit is the portable unit. It runs on its own battery, packs into a hard case sized for overhead storage, and takes the standard sensor head. It does not take the extended head or the second sample channel.", "source": "Product sheet, Meridian range, v4.2, effective October 1, 2026", "owner": "Product lead", "approved_on": "2026-09-20" }, { "id": "which-meridian", "topic": "Products", "questions": ["which meridian should i choose", "which model is right for us", "how do i pick between the three", "which one do most sites buy"], "keywords": ["choose", "pick", "which model", "recommend"], "answer": "The rule of thumb the product team uses: one bench and one operator means Meridian Bench, two samples at once or results going straight into the site record means Meridian Pro, and work that leaves the building means the Field Kit. Sites running more than one shift usually end up with a Bench and a Field Kit rather than a single Pro.", "source": "Product sheet, Meridian range, v4.2, effective October 1, 2026", "owner": "Product lead", "approved_on": "2026-09-20" }, { "id": "whats-in-the-box", "topic": "Products", "questions": ["what is in the box", "what comes with a meridian", "what ships with the instrument", "what is included with a unit", "what accessories are included"], "keywords": ["box", "included", "comes with", "accessories", "contents"], "answer": "Every Meridian ships with the instrument, one standard sensor head, one sample tray, the mains lead or the battery pack depending on the model, the printed quick start card, and the calibration record for that serial number. The extended sensor head and spare trays are ordered separately.", "source": "Product sheet, Meridian range, v4.2, effective October 1, 2026", "owner": "Product lead", "approved_on": "2026-09-20" }, { "id": "atlas-care", "topic": "Plans", "questions": ["what does atlas care cover", "what is atlas care", "what do i get with atlas care", "what is included in the standard plan"], "keywords": ["atlas care", "plan", "cover", "coverage"], "answer": "Atlas Care covers scheduled calibration, parts and labour on anything that fails in normal use, and access to the customer desk during published hours. It is billed monthly per instrument and it starts on the day the instrument is installed.", "source": "Atlas plans summary, v2.0, effective October 1, 2026", "owner": "Customer success lead", "approved_on": "2026-09-22" }, { "id": "atlas-care-plus", "topic": "Plans", "questions": ["what does atlas care plus add", "what is the difference between atlas care and atlas care plus", "why would i upgrade to plus", "what is in the plus plan"], "keywords": ["plus", "atlas care plus", "upgrade", "difference"], "answer": "Atlas Care Plus adds priority handling on service orders, a loan instrument while yours is away, and one on site training day each year. Everything in Atlas Care is included in it.", "source": "Atlas plans summary, v2.0, effective October 1, 2026", "owner": "Customer success lead", "approved_on": "2026-09-22" }, { "id": "plan-change", "topic": "Plans", "questions": ["how do i change plan", "can i move from atlas care to plus", "how do i upgrade my plan", "can i switch plans mid term"], "keywords": ["change plan", "switch", "move plan"], "answer": "A plan change is requested by the account holder in writing to the customer desk, naming the instrument serial numbers it applies to. Changes take effect on the first day of the following billing month, and a change can be requested at any point in the term.", "source": "Atlas plans summary, v2.0, effective October 1, 2026", "owner": "Customer success lead", "approved_on": "2026-09-22" }, { "id": "plan-cancel", "topic": "Plans", "questions": ["how do i cancel a plan", "what notice do i have to give to cancel", "can i stop atlas care", "what happens if i cancel"], "keywords": ["cancel", "cancellation", "stop the plan", "notice"], "answer": "A plan is cancelled in writing by the account holder, with thirty days of notice, naming the serial numbers. Scheduled calibration already booked inside the notice period still goes ahead. After cancellation the instrument stays supported for parts, but service is handled order by order rather than under a plan.", "source": "Atlas plans summary, v2.0, effective October 1, 2026", "owner": "Customer success lead", "approved_on": "2026-09-22" }, { "id": "support-hours", "topic": "Hours", "questions": ["what are your support hours", "when is the customer desk open", "what hours can i call", "when are you open"], "keywords": ["hours", "open", "opening", "desk hours"], "answer": "The customer desk is open Monday to Friday, 8am to 6pm Eastern. Messages left outside those hours are picked up in the order they arrived on the next working morning.", "source": "Customer desk hours notice, reviewed September 2, 2026", "owner": "Customer desk manager", "approved_on": "2026-09-02" }, { "id": "holiday-closures", "topic": "Hours", "questions": ["are you open on public holidays", "what about holiday closures", "are you closed at christmas", "do you work on holidays"], "keywords": ["holiday", "holidays", "closed", "closure"], "answer": "The customer desk is closed on the public holidays published on the site each January. Closures are posted on the desk page at least four weeks ahead, and the instrument monitoring service is unaffected by them.", "source": "Customer desk hours notice, reviewed September 2, 2026", "owner": "Customer desk manager", "approved_on": "2026-09-02" }, { "id": "out-of-hours", "topic": "Hours", "questions": ["what do i do out of hours", "is there anyone available at night", "who do i contact at the weekend", "is there an after hours contact"], "keywords": ["out of hours", "weekend", "night", "after hours", "emergency"], "answer": "There is no staffed line outside published hours. Sites on Atlas Care Plus can log an out of hours service order through the site record, and it enters the queue at the top of the next working morning. Anything involving an unsafe condition should be handled under your own site procedure first.", "source": "Customer desk hours notice, reviewed September 2, 2026", "owner": "Customer desk manager", "approved_on": "2026-09-02" }, { "id": "how-to-order", "topic": "Ordering", "questions": ["how do i place an order", "how do i buy a meridian", "what is the ordering process", "where do i send an order"], "keywords": ["order", "ordering", "buy", "purchase", "place an order"], "answer": "Orders go to the order desk at orders@apexinstruments.example, or through the account holder's own portal login. An order needs the model, the quantity, the delivery site, and a reference the invoice can be matched against. The desk confirms every order in writing before anything is built.", "source": "Ordering guide, v3.1, effective August 15, 2026", "owner": "Order desk manager", "approved_on": "2026-08-15" }, { "id": "purchase-orders", "topic": "Ordering", "questions": ["do you accept purchase orders", "can we order on a po", "do you take a po number", "can we pay on account"], "keywords": ["purchase order", "po", "account", "invoice"], "answer": "Purchase orders are accepted from accounts that have been through credit setup. The purchase order number has to be on the order when it is placed, because it cannot be added to an invoice after the fact. Accounts without credit setup order against a card at the point of order.", "source": "Ordering guide, v3.1, effective August 15, 2026", "owner": "Order desk manager", "approved_on": "2026-08-15" }, { "id": "change-an-order", "topic": "Ordering", "questions": ["can i change an order after placing it", "how do i amend an order", "can i cancel an order", "i made a mistake on my order"], "keywords": ["change an order", "amend", "cancel an order", "mistake"], "answer": "An order can be changed while it is still marked as confirmed rather than in build. Send the order reference and the change to the order desk. Once an instrument is in build, the change is handled as a new order and a return, and the desk will say which of the two applies before anything moves.", "source": "Ordering guide, v3.1, effective August 15, 2026", "owner": "Order desk manager", "approved_on": "2026-08-15" }, { "id": "where-we-ship-from", "topic": "Ordering", "questions": ["where do you ship from", "where are instruments dispatched from", "which country do orders come from", "where is your warehouse"], "keywords": ["ship from", "dispatch", "warehouse", "shipped from", "origin"], "answer": "Every instrument is built and dispatched from the Apex Instruments facility at 400 Meridian Way, Suite 200, Tampa, FL 33602. Accessories and spare heads ship from the same address on the same paperwork.", "source": "Ordering guide, v3.1, effective August 15, 2026", "owner": "Order desk manager", "approved_on": "2026-08-15" }, { "id": "start-a-service-order", "topic": "Service", "questions": ["how do i start a service order", "how do i send an instrument in for service", "what is the process for getting something repaired", "how do i raise a service request"], "keywords": ["service order", "repair", "send in", "service request", "raise"], "answer": "Open a service order in the site record, or send the serial number and a description of the fault to service@apexinstruments.example. The desk returns a service reference in the form APX followed by six digits and a shipping label. Nothing should be sent in before that reference exists, because an instrument with no reference cannot be matched to an account.", "source": "Service handbook, v5.0, effective July 1, 2026", "owner": "Service operations lead", "approved_on": "2026-07-01" }, { "id": "loaner", "topic": "Service", "questions": ["can i get a loan instrument", "is there a loaner while mine is being serviced", "what do i use while my instrument is away", "do you provide replacements during service"], "keywords": ["loaner", "loan", "replacement", "spare instrument", "while it is away"], "answer": "A loan instrument is included for sites on Atlas Care Plus and is requested on the service order itself rather than separately. It arrives with its own calibration record, and it is returned on the label that comes with your own instrument when that comes back.", "source": "Service handbook, v5.0, effective July 1, 2026", "owner": "Service operations lead", "approved_on": "2026-07-01" }, { "id": "warranty-cover", "topic": "Service", "questions": ["what does the warranty cover", "is my instrument under warranty", "what is not covered by warranty", "does the warranty cover accidental damage"], "keywords": ["warranty", "warranties", "covered"], "answer": "The warranty covers parts and labour on anything that fails in normal use, on the original instrument, for the account it was sold to. It does not cover accidental damage, an instrument opened by anyone outside the service team, or consumables. Warranty work is raised as an ordinary service order and the desk decides on receipt whether it falls inside the warranty.", "source": "Service handbook, v5.0, effective July 1, 2026", "owner": "Service operations lead", "approved_on": "2026-07-01" }, { "id": "training-day", "topic": "Training", "questions": ["what happens on a training day", "what does on site training cover", "what is in the training session", "what do you teach in training"], "keywords": ["training", "training day", "on site training", "teach"], "answer": "An on site training day covers setting up the instrument, running a full sample cycle, reading and recording results, the daily and weekly checks, and what to do when a reading looks wrong. It is run for up to six people at one site, and it ends with each person running one cycle unaided.", "source": "Training programme outline, v1.4, effective September 1, 2026", "owner": "Training lead", "approved_on": "2026-09-01" }, { "id": "book-training", "topic": "Training", "questions": ["how do i book training", "how do i arrange a training day", "who do i speak to about training", "how far ahead do i need to book training"], "keywords": ["book training", "arrange training", "schedule training"], "answer": "Training is booked through the customer desk with the site name, the number of people, and two or three dates that would work. The desk confirms the trainer and the date in writing. Sites on Atlas Care Plus have one day a year included and book it the same way.", "source": "Training programme outline, v1.4, effective September 1, 2026", "owner": "Training lead", "approved_on": "2026-09-01" } ] }