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.
What Can Be Done Remotely
WISE Group’s support engineers can perform a range of tasks over a remote connection, 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 have an agreement in place, contact us to discuss 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 minimum 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 are subject to regulatory requirements under CAP 437 and must be maintained in accordance with CAA and HCA provisions. As a minimum, HMS systems 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 is DNV ISO-certified and approved by CAA-N. Our engineers follow the highest verification standards to ensure your system remains compliant and your certification is maintained. 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, annual HMS service, or to request a service proposal, contact our support team via the support portal or use the service enquiry form on our website. We recommend planning annual service visits well in advance to ensure availability, particularly for vessels in remote locations or with strict operational windows.
Related Articles
- Routine Sensor Inspection and Care
- System Verification for Regulatory and Third-Party Requirements
- The Difference Between Sensor Calibration and System Verification
- CAP 437 Standards for Offshore Helicopter Landing Areas
- What priority should I choose when submitting a support ticket?
Still have questions?
Submit a support ticket through the Customer Support Portal or Submit Support Ticket form.