Support Levels

CRAY CUSTOMER SUPPORT

Offering several levels of support for Cray products and services

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Cray Support Levels

Cray X-Series, Sonexion/Storage and Urika

Comprehensive Support FeaturesSilverGoldPlatinumDiamond
Technical Response (Business Hours)Next Business Day Remote4 Hours Remote Next Business Day On-Site4 Hours On-Site2 Hours On-Site
Technical Response (Off Hours)Next Business Day, RemoteNext Business Day4 Hours On-Site2 Hours On-Site
Troubleshooting & RepairRemote AssistanceCray On-Site,
As Needed
Cray On-SiteCray On-Site
CrayPort
  • Access to Case (24x7x365)
  • Defect Management
  • Patch Downloads
  • Proactive Field Notifications
  • Email Notifications
24x7x36524x7x36524x7x36524x7x365
Remote Diagnosis SupportIncludedIncludedIncludedIncluded
On-Site Spare PartsIncludedIncludedIncludedIncluded
Software Support **IncludedIncludedIncludedIncluded
Technical Account ManagerN/AIncludedIncludedIncluded
High Availability AssuranceN/AIncludedIncludedIncluded
Customer Account Escalation ContactN/AIncludedIncludedIncluded

** Software Support:

  • Comprehensive
  • L2 & L3 Technical Support, CLE Operating System, Compilers, Lustre File System, Batch Schedulers
  • Software Downloads via CrayPort
  • Field Notice Updates

Cray CS400 Cluster Supercomputer

Technical Support OfferingsDepotDepot PlusPremiumPremium Plus
Technical Response (Business Hours)Next Business Day RemoteNext Business Day Remote4 Hours Remote, Next Business Day On-Site4 Hours On-Site
Technical Response (Off Hours)Next Business Day RemoteNext Business Day RemoteNext Business Day On-Site4 Hours On-Site
Troubleshooting & RepairRemote AssistanceRemote AssistanceCray On-SiteCray On-Site
CrayPort Case Reporting24x7x36524x7x36524x7x36524x7x365
Remote Diagnosis SupportIncludedIncludedIncludedIncluded
Cray Software Support **IncludedIncludedIncludedIncluded
On-Site Spare PartsN/AIncludedIncludedIncluded
Advance Parts ReplacementOptionalOptionalIncludedIncluded

** Software Support:

  • Cray Advanced Cluster Engine (ACE)
  • High-Level OS Support
  • Referral to Linux and/or ISV Provider Software Support Sites