Cray Customer Support
Cray understands it's not just the products we make, but the customers we serve, that ensure our success. That's why we’re dedicated to meeting the needs of those who depend on our products by providing outstanding aftermarket support.
Our service teams, backed by Cray support systems, are highly skilled and experienced in providing world-class support for mission-critical systems. Support engineers, field engineers and field analysts undergo a full range of training to deliver services including installation, troubleshooting, system maintenance, system administration, programming and application optimization.
Support and field engineers are backed by Cray subject matter experts and third-party technology partners. Access to product support groups and in-house systems is invaluable for troubleshooting and problem diagnostics.
Levels of Cray Support
Cray offers several levels of support and service to meet the individual needs of each organization. From the highest levels of support including full 24/7 service and on-site response to a cost-effective entry-level offering, Cray has a full range of support options to fit any need and every budget.
Customer Support Operations Handbook
Cray provides two separate support offerings:
Cray® XC™, XK™, XE™, Sonexion® and Urika®
Platinum and Diamond Support
Platinum and Diamond are Cray's highest levels of support. They offer hands-free full 24/7 service with four-hour or two-hour response times, dedicated and experienced Cray technical resources, and a single point of contact between the customer and all Cray departments.
Cray Gold Support provides a high level of engagement with Cray and a four-hour response time. Customers can obtain remote assistance or have an experienced Cray technical support resource on-site the next business day after an issue is reported.
Cray Silver Support is a low-cost, remote support option tailored to customers with technical expertise who are fully trained by Cray to maintain the operations of their own systems with limited intervention.
Cray® CS™ Series Cluster Supercomputers
Premium and Premium Plus Support
Premium and Premium Plus are the highest levels of support for Cray CS systems. These support packages offer all the features of Depot Plus with fast response times from a Cray technical expert including four-hour remote, next business day on-site or four hours on-site.
Depot Rapid Exchange
Cray Depot Rapid Exchange Support provides a mid-range offering for the Cray CS systems. It includes all the features of Depot Support with the addition of rapid part exchange allowing shipment of part replacements to the customer on the next business day after a RMA is confirmed by Cray support. Customers may also purchase a spare parts pool.
Cray Depot Support is an entry-level, cost-effective offering. It includes 24x7x365 access to case reporting, next business day technical remote response and remote troubleshooting, diagnosis and software support.