The online support allows registered customers to access our product knowledge base, support documentation, manuals and detailed release notes. Using the online helpdesk system, users can submit feature requests, bugs, and track the progress of their tickets. Automated notification emails are sent to the users about any changes to the status of their ticket.
If you are unable to login, please send an email to your assigned cruisePAL Account Supervisors. One of our Support Specialists will be in contact with you shortly.
In case of an emergency, please contact our 24/7 Emergency Line.
EU: +44 207 0781 111
US: +1 800 2307 690
The 24/7 Emergency Line is for emergencies only and is operated by a third-party provider. The classification of such an emergency is available below in our support policy, under Level 1.
Support Policy
cruisePAL strives to provide timely and effective support. We have identified the following service levels based on the severity of an issue:
Level 1 – when the problem has a critical business impact on the customer’s production environment, resulting in the inability to use cruisePAL’s software. This means that the system is either down or there is a serious possibility of data loss, which indicates that an immediate solution to the problem is required. Problems of this magnitude must be reported by calling cruisePAL’s emergency number. Where possible, the issue should also be logged via the online support system for tracking purposes.
Level 2 – when the problem has a severe business impact, limiting the usage of one or more major functions of cruisePAL’s software in the customer production environment. The production environment is still operational, but significantly restricted. The issue should be reported using cruisePAL’s online support system.
Level 3 – the system still functions in the customer business environment, but there are functional limitations that are not critical in the daily operation, and a workaround exists. This includes new feature requests and reporting requests. The problem has limited impact on the business environment and does not materially affect the use of cruisePAL’s system. The issue should be reported using the online support system.
Based on the level of the problem, cruisePAL uses all reasonable efforts to provide the following response:
| Level | Initial Response Times Goal | Remediation Completion Goal |
| 1 | Immediate | 24 Hours |
| 2 | < Eight Hours | 72 Hours |
| 3 | < Three Days | Next release cycle or hot fix |
