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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
CrayPort 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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