Always on.
Always answered.
24/7 managed application support for every system onboard. Led by former Oracle Hospitality Cruise support engineers, so OHC SPMS and Fidelio is where we are deepest, but your PMS is one application among many and we take ownership of all of them.
An investment in operational confidence.
eCruise Managed Services is a single support contract for every application running on your ships. Property management, point of sale, dining, crew, mustering, gangway, third-party and in-house systems all come under one team, one phone number, and one set of SLAs, so your shoreside IT group has one less thing to worry about.
Our depth comes from Oracle Cruise. The team is led by former Oracle Hospitality Cruise support engineers, which is why cruise lines move their OHC SPMS support to us when their Oracle contract comes up. The same people, the same discipline, and the same SOP-driven triage then extend to everything else onboard.
The OHC SPMS specialists your contract should have come with.
Cruise lines transition their Oracle Cruise support to eCruise at renewal. You keep your licenses and your Oracle relationship. We take over the phone, the inbox, the triage, and the follow-through.
Your procedures. Your vendors. Our problem.
Managed services only works if the cruise line stays in control. We operate inside your standard operating procedures, coordinate every vendor on your behalf, and keep both the ship and shoreside informed at every step.
Everything covered. Nothing extra.
Every item below is included under your managed services contract for every application in scope, all at a flat rate with no hidden fees, no complicated add-on tiers, and no per-incident billing surprises.
Three tiers. One escalation path.
Every issue enters at Level 1 and escalates through a defined path, ensuring the right expertise is applied at the right moment, every time.
Our support specialist works with the user, or information provided by the user, to determine severity against the cruise line's own SOPs and follow your escalation guidelines. Once severity is established, the specialist analyzes the issue and determines the underlying problem.
If the specialist can fix immediately, they do. Otherwise, they walk the user through step-by-step resolution procedures. Most issues end here.
Product Specialists have deep knowledge and experience in their specific area and can perform more advanced technical troubleshooting and analysis beyond Level 1 capabilities.
Once the issue is identified at this level, 20–30% of cases are resolved here. Issues that require deeper resolution are escalated to Level 3.
Resolution may include hardware component installation or replacement, software defect resolution, or configuration changes. For every application, we follow your internal change control process and involve the required parties, shoreside included.
If a defect is identified in a vendor product, Oracle Cruise included, we package the diagnostics, submit it to the vendor on your behalf, and track it to resolution.
Every issue classified. Every SLA defined.
Issues are triaged on first contact against a clear severity framework, so the right resources are engaged at the right speed, every time.
| Issue Severity | Phone Response | Email Response | Resolution Target* |
|---|---|---|---|
| P1 · Critical | Immediate | Within 1 hour | Within 4 hours |
| P2 · High | N/A | Within 4 hours | Within 24 hours |
| P3 · Medium | N/A | Within 12 hours | 1–7 days |
| P4 · Low | N/A | Within 12 hours | 2–14 days |
Oracle Cruise, eCruise, and everything else onboard.
Oracle Cruise is where our team's depth comes from, but the contract is not limited to it. The full Oracle Cruise suite, every eCruise product, and any other application running onboard can be brought under the same agreement, with no separate contracts required.
Trusted by the world's leading cruise lines.
Ready to talk about support?
Reach out to discuss your support requirements. We'll put together a proposal that covers every application on your ships, Oracle Cruise and otherwise, under one contract, following your SOPs, with no surprises.
Get a Quote →More managed services built for cruise.
Your ship never sleeps.
Neither do we.
24/7 manned support for every application onboard: phones answered, inboxes monitored, issues resolved. One contract, no hidden fees, and one team that follows your SOPs, works your vendors, and keeps shoreside informed.