Vessel IT Services
Vessel IT Service (VITS) provides expert support for client’s vessel business networks and Internet of Things (IoT) systems, ensuring secure, efficient and seamless maritime operations. As modern shipping becomes increasingly connected, our tailored VITS services address emerging vulnerabilities protect IT systems, enhance operational efficiency, and ensure regulatory compliance.
Download our Vessel IT Services (VITS) Value Proposition for a comprehensive overview of how Wallem delivers expert IT support. Discover how VITS tackles today's complex challenges, from evolving cyber threats and stricter regulatory compliance to the demands of digitalisation.
Click here to downloadServicedesk support
Serves as the primary point of contact for IT issues, providing Level 1 support and escalating to specialised teams, such as vessel IT support, when necessary.
Remote vessel infra support
Our vessel IT support team delivers swift remote assistance to resolve IT issues efficiently, minimising downtime and ensuring uninterrupted vessel operations.
Vulnerability management
This annual service involves scanning shipboard computers to identify potential vulnerabilities. Wallem’s expert team mitigates these threats by remotely applying necessary patches and implementing security hardening measures, ensuring the vessel IT systems remain secure and compliant.
Advanced endpoint protection
Wallem’s signature-less protection service uses machine learning and behavioral analysis to defend against zero-day attacks. This multi-stage security system offers prevention, defence, and remediation. This ensures continuous protection without relying on signature updates, keeping systems safeguarded against evolving threats.
Enhanced backup service
This backup service features a network-based backup vault integrated with antivirus protection, ensuring data security against malware and other threats. It provides a reliable backup system for critical systems in the event of a cyberattack or hardware failure. The solution also includes remote backup monitoring and restoration support.
Onboard vessel IT support
Our vessel IT support engineers will provide onboard IT support with key activities such as IT infrastructure setup/upgrade, system health check and troubleshooting IT issues.
Case study: How VITS responded to global CrowdStrike incident
In the early afternoon of July 19, 2024, a large number of users from our client began reporting Blue Screen of Death (BSOD) errors. The issue appeared widespread and sudden, affecting both end-user devices and critical backend systems.
As the incident evolved, it became evident that the disruption stemmed from a faulty global update released by CrowdStrike, a third-party endpoint security platform. The faulty update caused critical crashes across thousands of systems globally and seriously disrupted the business operation of our client. Key challenges included:
- Rapid increase in user impact reports
- Disruption to critical servers
- Limited immediate information on root cause
- Coordination required across timezones and internal teams
The root cause was identified as a CrowdStrike Falcon Sensor update, the client initiated a coordinated response involving multiple VITS teams:
- The Servicedesk Support team, which operates 24x7, took the lead in managing user reports, providing immediate troubleshooting guidance, and tracking impacted systems.
- The Infrastructure and Security teams proactively extended their working hours to focus on patching and restoring critical servers as soon as the official fix was made available by CrowdStrike.
Internal communication was maintained to ensure updates were cascaded promptly to users and stakeholders.
With VITS, recovery plans were executed for both backend infrastructure and end-user devices in parallel.
With VITS prompt response and support, the first critical server was restored by 4:00 PM SGT and all impacted critical infrastructures were back online by 10:00 PM SGT the same day.
The client was able to contain the impact, restore the services, and maintain business continuity despite the global nature of the incident.
Case study: How VITS ensured vessel IT upgrades amidst restrictions
One of our clients’ vessels was scheduled for dry docking and IT hardware upgrades in China, but travel restrictions made it impossible for the engineering teams to attend onboard. Without on-site support, our client faced challenges in ensuring that IT tasks were completed properly.
With local Vessel IT experts based in China, we could quickly mobilise and assist vessels on behalf of our clients. Our Onboard Vessel IT Support enabled the Vessel IT Services (VITS) team to conduct a full Vessel IT Audit. The VITS team attended the vessels during dry docking and completed key IT tasks, including:
- Cable and wireless network setup
- IT equipment installation
- IT software updates and security patching
By handling these tasks locally, the VITS team ensured that all IT work was done on time and to the required standards, despite global travel restrictions.
With Wallem’s local expertise and fast response, the customer overcame pandemic-related challenges and maintained smooth vessel operations including:
- All IT support services were completed, ensuring vessels remained operational.
- Critical deadlines were met, avoiding delays and disruptions.
- A cost-effective solution was delivered, without the need for overseas travel.
With Wallem’s dedicated VITS support, our client solved their vessel IT issues while maintaining safety, security, compliance, and operation efficiency at sea.
Case study: How VITS restored vessel communication
One of our clients, an international shipping company based in Asia, experienced a loss of all email and internet services on its vessels when the existing system failed, rendering communication with the shore impossible. This led to several problems including:
- The crew could not send or receive important operational and regulatory updates, risking non-compliance and fines.
- The ship’s schedule was disrupted as vital documents, voyage instructions, and reports could not be accessed.
- The crew faced isolation, unable to contact family or use online resources.
The existing system failure affected the ship’s internet gateway and firewall, cutting off communication and security with shore. The crew lacked the expertise to fix this issue on board.
The Captain and Chief Engineer contacted the Wallem Vessel IT Services (VITS) team ashore. Using their Remote Vessel Infra Support, the VITS team gained remote control of the vessel's system, performed necessary repairs, and restored its full functionality with the latest backup through the Enhanced Backup Service.
Our VITS team provided quick and expert support to restore the Remote Enhanced Backup Service, ensuring the vessel regained full communications, and keeping both crew and operations secure. With Wallem’s dedicated VITS support, our client solved their vessel IT issues while maintaining safety, security, compliance, and operation efficiency at sea.
Case study: How VITS resolved vessel network issues remotely
Managing IT systems onboard vessels presents unique challenges, requiring an understanding of marine-specific technology, operations, and the maritime environment. Our client, an international shipping company based in Asia, had a small Fleet IT Operations team that required additional expert support to ensure smooth and secure operations. The General Fleet Manager advised us of an issue when one of their vessels experienced network connectivity problems that directly impacted the performance of mission-critical systems. The Vessel Master, Officers, and Crew needed real-time quick, and easy instructions to fix the problem to avoid any safety and security breaches.
Wallem’s Vessel IT Services (VITS) provided the international shipping company with bespoke Vessel IT Servicedesk Support, which offered remote real-time connectivity with IT specialists which helped crew members fix network problems efficiently. The specialist troubleshooting advice helped prevent network failures that could affect ship operations.
VITS reestablished full network connectivity, allowing all critical systems to operate properly during the voyage. With Wallem’s dedicated VITS support, our client solved their vessel IT issues while maintaining safety, security, compliance, and operation efficiency at sea.
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