Support Services

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

.ClassicProactive
Tier-1 supportXX
Tier-1 designated escalation/account managerX
Tier-2 supportXX
Defect submissionXX
Defect tracking/follow upX
Defect knowledgebase exchangeX
Release Updates testing (*) installer perspectiveXX
Release Updates testing operationsX
Release Updates training general use (non-operations)X
Release Updates ImplementationXX
Release Updates Change Control DocumentationX
Crystal Reports development (at implementation)XX
Ship Implementation Post-SupportXX
Ship Implementation documentation generalX
Networking troubleshootingX
Networking tracingX
ROL / FMS proactive data transfer MonitoringX
ROL / FMS data push / missing recordsXX
ROL / FMS TroubleshootingXX
ROL / FMS General Support / InquiresXX
FMS data classification / groupingX
FMS databaseXX
ROL CDTI supportXX
ROL / FMS Sender & Receiver supportXX
ROL / FMS Microsoft Message QueuingXX
ROL / FMS training general useXX
ROL / FMS Support 24x7, triage of actual problemXX
ROL / FMS Support business hours, triage of actual problemXX
ROL / FMS Support ON-SITE critical / business outageXX
AffairWhere proactive data synch monitoringX
AffairWhere data push / missing recordsXX
AffairWhere troubleshootingXX
AffairWhere general support / inquiriesXX
AffairWhere training general useX
AffairWhere Support 24x7, triage of actual problemX
AffairWhere Support business hours, triage of actual problemXX
AffairWhere Support ON-SITE critical / business outageXX
AffairWhere Reports (at implementation)XX
Mobile Muster preparation/configurationXX
Mobile Muster installationXX
Mobile Muster troubleshootingXX
Mobile Muster documentation generalX
SilverWhere proactive data synch monitoringX
SilverWhere data push / missing recordsXX
SilverWhere troubleshootingXX
SilverWhere general support / inquiriesXX
SilverWhere configuration generalXX
SilverWhere dining room/image configurationX
SilverWhere training general useX
SilverWhere Support 24x7, triage of actual problemX
SilverWhere Support business hours, triage of actual problemXX
SPMS Modules troubleshootingXX
SPMS Modules general support / inquiriesXX
SPMS Modules peripheral supportXX
SPMS Modules configuration generalXX
SPMS Modules configuration complex (scripting)X
SPMS Modules training general useX
SPMS Modules Support 24x7, triage of actual problemX
SPMS Modules Support business hours, triage of actual problemXX
SPMS Modules Support ON-SITE critical / business outageXX