Always on.
Always answered.
24/7 shipboard application support for Oracle Cruise and eCruise software — manned phones, manned inboxes, defined SLAs, and a team of veterans who've worked the ships they support.
An investment in operational confidence.
Investing in eCruise's shipboard application support is an investment in the success of your cruise operations. Elevate your guest experience, optimize operational efficiency, and navigate the complexities of cruise operations with confidence.
Partnering with eCruise Managed Services means investing in a proven track record — led by industry experts with hands-on field experience who integrate deep industry knowledge with real shipboard application understanding.
Everything covered. Nothing extra.
Every item below is included under your managed support contract — 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 and follow 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 Oracle Cruise issues, we follow your internal change control process and involve the required parties.
If a bug is identified in the Oracle Cruise suite, we provide the necessary information for you to submit bug fixes directly to Oracle.
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 | — | Within 4 hours | Within 24 hours |
| P3 — Medium | — | Within 12 hours | 1–7 days |
| P4 — Low | — | Within 12 hours | 2–14 days |
Oracle Cruise + eCruise. All covered.
Our support contract covers the full Oracle Cruise product suite as well as every eCruise-developed software product — all under one agreement, 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 your full Oracle Cruise and eCruise environment — one contract, no surprises.
Get a Quote →More managed services built for cruise.
Your ship never sleeps.
Neither do we.
24/7 manned support — phones answered, inboxes monitored, issues resolved. One contract, no hidden fees, and a team of veterans who've worked the ships they're supporting.