Whether you need one of our field engineers to visit your shipyard to perform a system upgrade or travel offshore to troubleshoot a problem, it’s not always practical or possible. This could be due to the remoteness of your location, visa delays, security concerns in the region or international travel bans imposed on health grounds.

That’s why we offer a dedicated Remote Field Support Service to support your marine operations and your investment in Sonardyne technology. It means that wherever you are in the world, onshore or offshore, our product and application experts can support you “virtually” to ensure your projects run seamlessly.

The service provides the following benefits:

Real-time, remote expert support during live operations; as close to having a Sonardyne engineer on your vessel as possible

24/7, 365 days service availability

Access to experienced offshore engineers who have completed many similar installations on vessels with the same equipment, who understand and  appreciate your operational requirements and have experience in delivering solutions and solving problems

1-2-1 contact with a dedicated and experienced Sonardyne contact who’s able to call upon the knowledge of subject matter experts across Sonardyne to get you the answers you need

We know time offshore is money so the quicker you can get to work the better. Why spend days arranging visas, waiting for engineers to arrive and then potentially quarantine periods and standby time, we can be supporting you in a matter of hours, or less

Early engagement with your dedicated Sonardyne point to discuss prerequisite requirements prior to remote support being initiated

What are some of the things we can now do remotely?

Dockside assisted installation and commissioning on all Sonardyne USBL systems

Ranger 2 / Mini-Ranger 2 USBL performance verification routine using CASIUS

Ranger 2 / Mini-Ranger 2 USBL performance review, testing and optimisation for vessel specific operations

Ranger 2 / Marksman system health checks – Sonardyne deployment machine maintenance

Fusion 1 and Fusion 2: system set-up checks, LBL array and box-in calibration checks (pre- and post-calibration) and Fusion 2 SLAM calibration checks (pre- and post-calibration)

SPRINT software system set-up checks – Sentinel IDS and Vigilant FLS calibration and testing –Sentinel IDS and Vigilant FLS assisted installation and maintenance

Sentinel IDS and Vigilant FLS assisted suitability survey

Requests for support with other applications can be assessed and remote support offered if deemed suitable. Our normal frontline customer support will also continue to be provided when you need it.

What can’t be done remotely?

Of course, a remote service like this can fully never replace the role a Sonardyne field engineer plays offshore. This includes:

Signing-off on the commissioning of Sonardyne-supplied systems. This would still require a Sonardyne engineer or experienced third-party to attend, to review the work and complete the commissioning sign off at the earliest opportunity

Taking direct control of your Sonardyne system’s software to make configuration changes. This safety-critical task requires a full understanding of the current “live” system, the vessel’s operational circumstances, as well as other external factors that could be impacted by a settings change

How is the remote support delivered?

There is absolutely no substitute for an onboard Sonardyne engineer. However, difficult times requires positive approaches and solutions. Here’s some of the channels we deliver remote support.

Phone and email methods provide a solid platform for communicating during remote support, especially during the preparation phase for provision of guidance material and receipt of system status / set-up files and photos

Using commercial remote desktop solutions, we’re able to remotely view the configuration of your Sonardyne system. We’ll need to discuss remote viewing capability with you to ensure it’s appropriate for your case and to ascertain whether vessel bandwidth restrictions exist. And remember, we’re not able to change settings

How is this service charged?

Our dedicated Remote Field Support service offers the next step up from our standard front line support, with early and flexible engagement. The provision of this service, when you require dedicated support to carry out specific operational requirements – that we would generally advise an engineer should attend – is charged at a day rate, with the minimum charge being one day and subsequent days being charged at a full per-day rate. 

Our standard working day for the Remote Field Support service is eight hours. To assist with progressing the tasks, your assigned engineer is able to review this during the “online” phase of your support case, and if deemed safe and suitable, can extend support up to a maximum of 12 hours from his/her start of work on that day.

Remote operational support can of course be provided to suit your vessel’s work schedule, but this will require prior agreement to allow your Sonardyne case engineer to be ready at the time of day when you expect to need them, for example, around the time you plan to conduct a specific operation or routine.

Next steps

Click “Request More Information” at the top of the page, or contact our UK-based customer support team. You can find their details here.