{
  "schemaVersion": "1.0.0",
  "synthetic": true,
  "baselineNow": "2026-10-12T14:00:00Z",
  "officialContactUrl": "https://www.thermofisher.com/store/v2/contact-us?enableChat=true",
  "intents": [
    {
      "id": "hardware",
      "label": "Instrument fault or repair",
      "key": "1"
    },
    {
      "id": "technical",
      "label": "Application or software help",
      "key": "2"
    },
    {
      "id": "planned",
      "label": "Installation, maintenance or training",
      "key": "3"
    },
    {
      "id": "case",
      "label": "Existing support case",
      "key": "4"
    },
    {
      "id": "contract",
      "label": "Service plans and renewals",
      "key": "5"
    },
    {
      "id": "order",
      "label": "Orders, deliveries or invoices",
      "key": "6"
    },
    {
      "id": "general",
      "label": "Something else",
      "key": "0"
    }
  ],
  "products": [
    {
      "id": "DEMO-PRODUCT-1",
      "displayName": "Demo PCR instrument",
      "family": "amplification",
      "supportedIntents": [
        "hardware",
        "technical",
        "planned",
        "contract"
      ]
    },
    {
      "id": "DEMO-PRODUCT-2",
      "displayName": "Demo imaging instrument",
      "family": "imaging",
      "supportedIntents": [
        "hardware",
        "technical",
        "planned",
        "contract"
      ]
    }
  ],
  "sites": [
    {
      "id": "DEMO-SITE-1",
      "organization": "Fictional Northstar Laboratory",
      "name": "Demo Boston lab",
      "countryCode": "US",
      "timezone": "America/New_York"
    },
    {
      "id": "DEMO-SITE-2",
      "organization": "Fictional Meridian Laboratory",
      "name": "Demo London lab",
      "countryCode": "GB",
      "timezone": "Europe/London"
    }
  ],
  "instruments": [
    {
      "serial": "DEMO-SERIAL-1",
      "productId": "DEMO-PRODUCT-1",
      "siteId": "DEMO-SITE-1",
      "contractId": "DEMO-CONTRACT-1"
    },
    {
      "serial": "DEMO-SERIAL-2",
      "productId": "DEMO-PRODUCT-2",
      "siteId": "DEMO-SITE-2",
      "contractId": "DEMO-CONTRACT-2"
    },
    {
      "serial": "DEMO-SERIAL-3",
      "productId": "DEMO-PRODUCT-1",
      "siteId": "DEMO-SITE-1",
      "contractId": null
    }
  ],
  "contracts": [
    {
      "id": "DEMO-CONTRACT-1",
      "tierLabel": "Demo priority plan",
      "startDate": "2026-01-01",
      "endDate": "2026-12-31"
    },
    {
      "id": "DEMO-CONTRACT-2",
      "tierLabel": "Demo standard plan",
      "startDate": "2025-01-01",
      "endDate": "2025-12-31"
    }
  ],
  "cases": [
    {
      "reference": "DEMO-CASE-1",
      "instrumentSerial": "DEMO-SERIAL-1",
      "productId": "DEMO-PRODUCT-1",
      "siteId": "DEMO-SITE-1",
      "intent": "hardware",
      "status": "open",
      "ownerQueueId": "DEMO-QUEUE-US",
      "updatedAt": "2026-10-09T15:00:00Z",
      "nextAction": "Synthetic case: waiting for diagnostic information."
    },
    {
      "reference": "DEMO-CASE-2",
      "instrumentSerial": null,
      "productId": "DEMO-PRODUCT-2",
      "siteId": "DEMO-SITE-2",
      "intent": "technical",
      "status": "resolved",
      "ownerQueueId": "DEMO-QUEUE-GB",
      "updatedAt": "2026-10-08T10:00:00Z",
      "nextAction": "Synthetic case: application guidance supplied; no real follow-up scheduled."
    }
  ],
  "orders": [
    {
      "reference": "DEMO-ORDER-1",
      "siteId": "DEMO-SITE-1",
      "lineItems": [
        {
          "productId": "DEMO-PRODUCT-1",
          "quantity": 1
        }
      ],
      "shipmentStatus": "delivered",
      "invoiceStatus": "outstanding",
      "updatedAt": "2026-10-09T15:00:00Z",
      "nextAction": "Synthetic order: invoice enquiry goes to Customer Service."
    },
    {
      "reference": "DEMO-ORDER-2",
      "siteId": "DEMO-SITE-2",
      "lineItems": [
        {
          "productId": "DEMO-PRODUCT-2",
          "quantity": 2
        }
      ],
      "shipmentStatus": "pending",
      "invoiceStatus": "not issued",
      "updatedAt": "2026-10-09T14:00:00Z",
      "nextAction": "Synthetic order: shipment awaiting dispatch; no delivery promise."
    }
  ],
  "regions": [
    {
      "id": "DEMO-REGION-US",
      "countryCode": "US",
      "supportedLanguages": [
        "en"
      ],
      "timezone": "America/New_York",
      "weekdayIntervals": {
        "1": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "2": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "3": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "4": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "5": [
          [
            "09:00",
            "17:00"
          ]
        ]
      },
      "holidayDates": [
        "2026-10-13"
      ],
      "officialContactUrl": "https://www.thermofisher.com/store/v2/contact-us?enableChat=true",
      "syntheticCalendar": true
    },
    {
      "id": "DEMO-REGION-GB",
      "countryCode": "GB",
      "supportedLanguages": [
        "en"
      ],
      "timezone": "Europe/London",
      "weekdayIntervals": {
        "1": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "2": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "3": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "4": [
          [
            "09:00",
            "17:00"
          ]
        ],
        "5": [
          [
            "09:00",
            "17:00"
          ]
        ]
      },
      "holidayDates": [],
      "officialContactUrl": "https://www.thermofisher.com/store/v2/contact-us?enableChat=true",
      "syntheticCalendar": true
    }
  ],
  "queues": [
    {
      "id": "DEMO-QUEUE-US",
      "regionId": "DEMO-REGION-US",
      "availability": "available",
      "callbackEnabled": true
    },
    {
      "id": "DEMO-QUEUE-GB",
      "regionId": "DEMO-REGION-GB",
      "availability": "busy",
      "callbackEnabled": true
    }
  ],
  "routingRules": [
    {
      "id": "DEMO-RULE-US-hardware",
      "precedence": 1,
      "intent": "hardware",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Hardware support / instrument service"
    },
    {
      "id": "DEMO-RULE-US-technical",
      "precedence": 2,
      "intent": "technical",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Product technical specialist"
    },
    {
      "id": "DEMO-RULE-US-planned",
      "precedence": 3,
      "intent": "planned",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Service scheduling / training coordination"
    },
    {
      "id": "DEMO-RULE-US-case",
      "precedence": 4,
      "intent": "case",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Case owner / service coordination"
    },
    {
      "id": "DEMO-RULE-US-contract",
      "precedence": 5,
      "intent": "contract",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Service sales"
    },
    {
      "id": "DEMO-RULE-US-order",
      "precedence": 6,
      "intent": "order",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "Customer Service"
    },
    {
      "id": "DEMO-RULE-US-general",
      "precedence": 7,
      "intent": "general",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "General support triage"
    },
    {
      "id": "DEMO-RULE-US-fallback",
      "precedence": 100,
      "intent": "*",
      "regionId": "DEMO-REGION-US",
      "language": "en",
      "queueId": "DEMO-QUEUE-US",
      "routeLabel": "General support triage"
    },
    {
      "id": "DEMO-RULE-GB-hardware",
      "precedence": 1,
      "intent": "hardware",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Hardware support / instrument service"
    },
    {
      "id": "DEMO-RULE-GB-technical",
      "precedence": 2,
      "intent": "technical",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Product technical specialist"
    },
    {
      "id": "DEMO-RULE-GB-planned",
      "precedence": 3,
      "intent": "planned",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Service scheduling / training coordination"
    },
    {
      "id": "DEMO-RULE-GB-case",
      "precedence": 4,
      "intent": "case",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Case owner / service coordination"
    },
    {
      "id": "DEMO-RULE-GB-contract",
      "precedence": 5,
      "intent": "contract",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Service sales"
    },
    {
      "id": "DEMO-RULE-GB-order",
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      "intent": "order",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "Customer Service"
    },
    {
      "id": "DEMO-RULE-GB-general",
      "precedence": 7,
      "intent": "general",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "General support triage"
    },
    {
      "id": "DEMO-RULE-GB-fallback",
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      "intent": "*",
      "regionId": "DEMO-REGION-GB",
      "language": "en",
      "queueId": "DEMO-QUEUE-GB",
      "routeLabel": "General support triage"
    }
  ]
}