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 Basic
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 Pro Assist
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.
Cray Complete Care
Value Add Services
Cray Drive Retention Service
Customers may want or need to retain parts due to data sensitivity and security requirements. Instead of returning parts for replacement as usual, they wish to dispose of the failed components in acoordance with their security or privacy policies. When customers need to retain storage media, Cray offers Drive Retention. Drive Retention allows customers to keep their failed storage media and to obtain a replacement part without returning the original drive. This allows customers to control sensitive data, and dispose of the HDDs and SSDs in accordance with their security protocol.
Drive Retention Service Details
