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Annual and Remote Service for HMS and EMS Systems

The answer depends on the type of service required. This article explains what WISE Group can handle remotely, what requires an on-site visit, and how to request either.

WISE Group service engineers can resolve many issues remotely — including software configuration, troubleshooting, and software upgrades — but tasks such as physical sensor maintenance, MRU calibration, and the HMS annual service always require an on-site visit. Remote support is available to customers with an active service agreement.

What can be done remotely?

WISE Group’s service engineers can perform a range of tasks remotely, provided that VPN or network access to the system is available. Tasks that are well-suited to remote service include:

  • Software configuration updates, including adding or removing sensor parameters, updating OPC tag lists, and adjusting display settings
  • HMS report template updates, such as updating helideck report versions and helicopter type configurations
  • Software version upgrades and patches, where the system is remotely accessible
  • Troubleshooting data display issues, incorrect sensor readings shown in the software, and connectivity problems
  • Remote diagnostics to determine whether a fault lies in the software, sensor signal, or hardware
  • Guidance and walkthroughs for on-board crew to carry out basic checks or visual inspections

Remote support is available to customers with an active service agreement. If you do not currently have an agreement in place, contact our support team to discuss your options.

What requires an on-site visit?

Certain tasks cannot be completed remotely and require a WISE Group service engineer to attend the vessel or installation. These include:

  • Physical sensor inspection, cleaning, and mechanical maintenance
  • MRU (Motion Reference Unit) calibration and verification — required at least once every two years for HMS compliance
  • Full HMS annual service, including the motion sensor verification report required by the CAA and HCA
  • Sensor replacement or hardware swap-outs
  • Cabling checks and physical connection verification
  • System surveys, condition assessments, and upgrade work

Following every on-site visit, WISE Group provides a detailed service report documenting the equipment status and any outstanding recommendations.

HMS annual service and regulatory requirements

Helideck Monitoring Systems (HMS) must be maintained in compliance with CAP 437 — the UK Civil Aviation Authority's (CAA) standard for offshore helicopter landing areas and the primary compliance framework for HMS operators — as well as HCA provisions. At a minimum, all HMS installations require:

  • A full system examination at least once per year
  • A motion sensor (MRU) verification report at least once per year
  • Physical MRU calibration at least once every two years

WISE Group holds DNV-verified certification to ISO 9001 and is approved by CAA-N (the Norwegian Civil Aviation Authority), ensuring your HMS remains compliant and your certification is maintained. Certifications are reviewed regularly — contact our support team to confirm current status. If you are unsure of your system’s current certification status, contact our support team.

How to request service

Requesting remote support

If you need remote assistance, the fastest way to get help is to submit a support ticket through the WISE Group Customer Support Portal. Please include:

  • Vessel or installation name
  • System type (e.g. HMS, EMS, MetOcean)
  • A description of what you need (configuration change, troubleshooting, software update, etc.)
  • Whether remote VPN or network access to the system is available

Requesting an On-Site Visit or Annual Service

To arrange an on-site service visit or annual HMS service, or to request a service proposal, contact our support team via the Customer Support Portal or use the service enquiry form on our website. We recommend scheduling annual service visits well in advance to ensure availability — particularly for vessels in remote locations or with strict operational windows. Contact our support team for a current lead-time estimate based on your vessel's location.

Still have questions?

Submit a support ticket through the Customer Support Portal or Submit Support Ticket form.