Support
Support for every WISE Group system
Submit a ticket and our support team will pick it up.
Tell us about the issue through the support form. We aim to respond to all website form submissions within one business day. Customers with a Support or Maintenance Agreement can also use the Customer Support Portal.
Find answers in the Knowledge Base
Guides, troubleshooting steps and product information, available any time. Some content is public; more is available through the Customer Support Portal.
Maintenance & Operation
Inspection, cleaning, warranty and regulatory verification for sensors and systems.
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Troubleshooting
Step-by-step help, from unexpected behaviour to web client errors and incorrect sensor readings.
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General
Sensor placement, calibration versus verification, and EMS terminology explained.
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DADAS
Hardware and software requirements, and the operating system upgrade policy.
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Orbalux Cloud
Data ingestion, dashboards, APIs and multi-site connectivity.
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PACE
Guidance for customers operating PACE, including support options and Orbalux integration.
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Integrations
How our systems exchange data with SCADA, TMS and OSIsoft PI.
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CCTV
Scout CCTV placement, VMS, maintenance, hybrid cables, crane cameras and spare parts.
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Reports
Report types, DADAS reporting and how to interpret monitoring data.
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Project Delivery
How systems are delivered and commissioned, from installation to site acceptance.
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FAQs
Short answers to common questions about support, systems and services.
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Reference & Standards
Public reference documentation and offshore standards, including CAP 437.
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Submit a support ticket
Open to all customers, no login required. Describe the issue and its impact, and we aim to respond within one business day.
Include in your ticket
- System or product
- Installation or vessel name
- What happened, and when
- The impact on your operation
How we prioritise
Our team sets the priority from your description:
- Low: No operational impact, or a general question
- Medium: Normal operation affected, system still running
- High: Significant impact, no acceptable workaround
- Urgent: System down, or a safety or compliance impact
Customer Support Portal
Have a Support or Maintenance Agreement? Request portal access with this form: choose General Enquiry / Other and add your installation or vessel name.
Open the portal → (forgotten password? use the reset option on the login page)
Support and Maintenance Agreements
Get more with an agreement
Customers with an active Support or Maintenance Agreement get access to the Customer Support Portal, for more visibility, more control and a more efficient way to work with our support team.
- Choose the priority when you submit a ticket
- Track the status, ownership and last activity of every ticket
- See all tickets for your organisation, so your team stays aligned
- Keep communication and ticket history in one place
- Access product documentation and Knowledge Base resources
Planning to expand or upgrade?
Support keeps your current installation running. If you are adding sensors, extending monitoring to another asset or replacing ageing equipment, our engineers can help you specify it. Contact us to talk it through.
Monitoring systems
HMS, MetOcean, structural, vessel motion and more, specified for your asset.
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Sensors
Add or replace sensors for wind, waves, current, motion, visibility and weather.
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Software
DADAS, Orbalux and the rest of our software for collecting and presenting data.
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Service and upgrades
Verification, maintenance and upgrades, whoever built the original system.
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