Support

Cray Customer Support

Dedicated to meeting the needs of those who depend on our products and services by providing outstanding customer support

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Excellence in engineering backed by excellence in support services

Cray is committed to meeting your computing needs and ensuring your success.

Our service teams are highly skilled and experienced in providing best-in-class support for both research and commercial systems. Sophisticated support tools, coupled with trained engineers, will assist you in diagnosis and issue resolution. Flexible service offerings allow you to choose as much or as little support as you need.

Levels of Cray Support

Cray offers three levels of hardware support ranging from bare bones “break/fix” to 24x7 onsite assistance. Cray also offers comprehensive software support under a separate agreement. No matter what products you’ve purchased, or what your requirements are, Cray has a choice of support options to fit every need and budget.

Customer Support Guide

Cray Basic

The Cray Basic level of support is tailored to customers who have in-house knowledge and skills and prefer to maintain their systems themselves. If assistance is required, customers have access to the CrayPort customer portal for self-help resources. Case logging is available 24x7 via CrayPort or telephone.

Cray Pro Assist

Cray Pro Assist is for customers who desire a higher level of engagement with Cray. Cases may be logged 24x 7 either via CrayPort or telephone. If Cray determines that an onsite response is required, Cray will respond within the contracted response window. Pro Assist includes access to a service account manager to assist in service management and conduct annual reviews.

Cray Complete Care

Cray Complete Care is Cray’s highest level of support, with Cray presence onsite. Case logging is available 24x7 by telephone or via CrayPort. There is a choice of three maintenance coverage windows and four response times. Complete Care customers are also entitled to proactive system monitoring through System Snapshot Analyzer (SSA), as well as an assigned service account manager to assist in service management and conduct quarterly reviews.