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Cray Support Levels
Cray X-Series, Sonexion/Storage and Urika | Cray CS300 Cluster Supercomputer
Cray X-Series, Sonexion/Storage and Urika
Comprehensive Support Features
|
Silver |
Gold |
Platinum |
Diamond |
CrayPort
- Access to Case (24x7x365)
- Defect Management
- Patch Downloads
- Proactive Field Notifications
- Email Notifications
|
24x7x365 |
24x7x365 |
24x7x365 |
24x7x365 |
| Technical Response (Business Hours) |
Next Business Day Remote |
4 Hours Remote Next Business Day On-Site |
4 Hours On-Site |
2 Hours On-Site |
| Technical Response (Off Hours) |
Next Business Day, Remote |
Next Business Day |
4 Hours On-Site |
2 Hours On-Site |
| Troubleshooting & Repair |
Remote Assistance |
Cray On-Site,
As Needed |
Cray On-Site |
Cray On-Site |
| Remote Diagnosis Support |
Included |
Included |
Included |
Included |
| On-Site Spare Parts |
Included |
Included |
Included |
Included |
| Software Support ** |
Included |
Included |
Included |
Included |
| Technical Account Manager |
N/A |
Included |
Included |
Included |
High Availability Assurance
|
N/A |
Included |
Included |
Included |
| Customer Account Escalation Contact |
N/A |
Included |
Included |
Included |
** Software Support:
- Comprehensive
- L2 & L3 Technical Support, CLE Operating System, Compilers, Lustre File System, Batch Schedulers
- Software Downloads via CrayPort
- Field Notice Updates
Cray CS300 Cluster Supercomputer
Technical Support Offerings
|
Depot |
Depot Plus
|
Premium |
Premium Plus
|
| Case Reporting |
24x7x365 |
24x7x365 |
24x7x365 |
24x7x365 |
| Technical Response (Business Hours) |
Next Business Day Remote |
Next Business Day Remote |
4 Hours Remote, Next Business Day On-Site |
4 Hours On-Site |
| Technical Response (Off Hours) |
Next Business Day Remote |
Next Business Day Remote |
Next Business Day On-Site
|
4 Hours On-Site |
| Troubleshooting & Repair |
Remote Assistance |
Remote Assistance |
Cray On-Site |
Cray On-Site |
| Remote Diagnosis Support |
Included |
Included |
Included |
Included |
| Cray Software Support ** |
Included |
Included |
Included |
Included |
On-Site Spare Parts
|
N/A |
Included |
Included |
Included |
Advance Parts Replacement
|
N/A |
Optional |
Optional |
Optional |
** Software Support:
- Cray Advanced Cluster Engine (ACE)
- High-Level OS Support
- Referral to Linux and/or ISV Provider Software Support Sites
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