eCruise offers two levels of product support services: Classic and Proactive. Classic support is a traditional approach where customers call for help with product issues.
Proactive support is a level of product support unforeseen in the industry until now. eCruise technicians will actively monitor and participate in each and every major event that occurs on board your ships. By using intelligent checklists honed from years of experience with the operations of Oracle Hospitality Cruise products, our technicians find and eliminate problems before they cause an interruption. Instead of you calling us to report an issue which has now interrupted your operations, eCruise has already found and reported to you that the event has been extinguished and operations were not affected.
Key Features of eCruise Product Support Services
- Monthly status report with summary of activities.
- 24x7 support line. Email or International phone number or Skype.
- Professional, fully qualified technicians answering support calls who know the Oracle Hospitality Cruise products as well as the special needs of the shipboard environment.
- 20% discount off published rates for project work.
- Immediate, direct connect to ship to resolve issues in a timely manner.
Detail of eCruise Product Support Services Provided
| . | Classic | Proactive |
| Tier-1 support | X | X |
| Tier-1 designated escalation/account manager | X | |
| Tier-2 support | X | X |
| Defect submission | X | X |
| Defect tracking/follow up | X | |
| Defect knowledgebase exchange | X | |
| Release Updates testing (*) installer perspective | X | X |
| Release Updates testing operations | X | |
| Release Updates training general use (non-operations) | X | |
| Release Updates Implementation | X | X |
| Release Updates Change Control Documentation | X | |
| Crystal Reports development (at implementation) | X | X |
| Ship Implementation Post-Support | X | X |
| Ship Implementation documentation general | X | |
| Networking troubleshooting | X | |
| Networking tracing | X | |
| ROL / FMS proactive data transfer Monitoring | X | |
| ROL / FMS data push / missing records | X | X |
| ROL / FMS Troubleshooting | X | X |
| ROL / FMS General Support / Inquires | X | X |
| FMS data classification / grouping | X | |
| FMS database | X | X |
| ROL CDTI support | X | X |
| ROL / FMS Sender & Receiver support | X | X |
| ROL / FMS Microsoft Message Queuing | X | X |
| ROL / FMS training general use | X | X |
| ROL / FMS Support 24x7, triage of actual problem | X | X |
| ROL / FMS Support business hours, triage of actual problem | X | X |
| ROL / FMS Support ON-SITE critical / business outage | X | X |
| AffairWhere proactive data synch monitoring | X | |
| AffairWhere data push / missing records | X | X |
| AffairWhere troubleshooting | X | X |
| AffairWhere general support / inquiries | X | X |
| AffairWhere training general use | X | |
| AffairWhere Support 24x7, triage of actual problem | X | |
| AffairWhere Support business hours, triage of actual problem | X | X |
| AffairWhere Support ON-SITE critical / business outage | X | X |
| AffairWhere Reports (at implementation) | X | X |
| Mobile Muster preparation/configuration | X | X |
| Mobile Muster installation | X | X |
| Mobile Muster troubleshooting | X | X |
| Mobile Muster documentation general | X | |
| SilverWhere proactive data synch monitoring | X | |
| SilverWhere data push / missing records | X | X |
| SilverWhere troubleshooting | X | X |
| SilverWhere general support / inquiries | X | X |
| SilverWhere configuration general | X | X |
| SilverWhere dining room/image configuration | X | |
| SilverWhere training general use | X | |
| SilverWhere Support 24x7, triage of actual problem | X | |
| SilverWhere Support business hours, triage of actual problem | X | X |
| SPMS Modules troubleshooting | X | X |
| SPMS Modules general support / inquiries | X | X |
| SPMS Modules peripheral support | X | X |
| SPMS Modules configuration general | X | X |
| SPMS Modules configuration complex (scripting) | X | |
| SPMS Modules training general use | X | |
| SPMS Modules Support 24x7, triage of actual problem | X | |
| SPMS Modules Support business hours, triage of actual problem | X | X |
| SPMS Modules Support ON-SITE critical / business outage | X | X |
