The 24 hour Global HelpDesk
At the forefront of our commitment to customer service is the Vaisala
Road & Rail Weather Global HelpDesk, which provides telephone
support 24 hours a day. A frontline team operate the HelpDesk
answering and troubleshooting all queries on the IceCast
system, from software support to Weather Station
Maintenance.
The Global HelpDesk ensures the continuous provision of
reliable data through the constant monitoring of RWIS /
ESS data, the Global Bureau and
Forecast Delivery systems. Weather station (RWIS/ESS)
sensor data is quality checked through the Sensor
Monitoring interface. All data is automatically analysed as
it is ingested into the Oracle Database and potential faults are
flagged for investigation and action by the Global
HelpDesk.
Providing round the clock backup support to the Global
HelpDesk are Customer Support specialists. As well as providing a
second line of support, each member of the backup team has special
responsibilities for separate parts of the IceCast solution.
Coupled to the HelpDesk, a specialist software team
support bespoke system setups.
Customer Complaints Management System
Vaisala strives for excellence in its provison of goods and
service. To support this, Vaisala operates a Complaints Management System
that conforms to CMSAS 86:2000.