Your Operations Never Stop. Neither Does Our Support.

Your vessels operate around the clock and around the world. Your software support should too.

At PRIME Marine, our commitment to you doesn't end when the implementation project is complete—it's just beginning.

We provide dedicated, expert maritime software support designed to ensure your operations run smoothly, your questions are answered quickly, and your team always has a trusted partner to rely on, anytime and anywhere.

Take the next step.

The Difference Between a Helpdesk and a True Maritime Partner.

Every software company offers support. We offer expertise. We understand the immense difference between a routine IT issue and a critical operational problem for a vessel at sea.

We Speak Your Language—Literally

When you have a question about a non-conformity, a planned maintenance job, or a purchase requisition, the last thing you want to do is explain basic maritime concepts to a generic IT helpdesk. Our support team is staffed by maritime professionals. We understand your world, your terminology, and the urgency of your requests. This expertise allows us to resolve your issues faster and more effectively.

A Commitment to Responsive, Reliable Service

We believe in accountability. Our professional ticketing system ensures that every query is logged, tracked, and managed through to a successful resolution. You will always know the status of your request and who is working on it.

Our Multi-Layered Approach to Your Success

We provide multiple channels to ensure you can always get the help you need, in the way that works best for you.

The PRIME Marine Support Portal: Your Central Hub

This is your primary gateway to our support team. Log new support tickets, track the status of existing requests in real-time, communicate with our support specialists, and view your complete support history in one secure, easy-to-use portal.

24/7/365 Critical Issue Hotline

For urgent, operation-critical issues—like a vessel being unable to submit a timesensitive report—we provide a 24/7 hotline. This ensures that no matter where your vessel is or what time it is, you can reach a qualified person to help resolve your most critical problems.

The PRIME Marine Academy & Knowledge Base

For immediate self-service, our online PRIME Marine Academy contains a comprehensive Knowledge Base. This searchable library is filled with how-to articles, video tutorials, and answers to frequently asked questions, empowering your team to find solutions instantly.

Dedicated Customer Success Manager

We believe in proactive partnership. Your designated Customer Success Manager is your long-term strategic contact at PRIME Marine. They will conduct regular check-ins, help you analyze how you're using the system, inform you about new features, and ensure you are getting the maximum possible value from your investment.

Our Service Level Commitment to You.

We believe in transparent and accountable service. Our support is governed by a clear Service Level Agreement (SLA) that defines our target response and resolution times based on the priority of the issue. You will always have a clear understanding of the level of service you are entitled to and can hold us to that promise.

More Than a Helpdesk: A Proactive Partnership

Our support philosophy is proactive, not just reactive. We don't just wait for things to break. We actively monitor system health, gather user feedback to inform our product development, and work with your team to ensure you are leveraging all the platform's capabilities to their fullest potential.

Let's Discuss Your Long-Term Success

Choosing a software provider is choosing a long-term partner. Let's have a conversation about our support philosophy and how we commit to ensuring your success for years to come.