Cray Service Levels

Cray Customer Support

Offering flexible levels of support for Cray products

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Hardware Maintenance Service Levels

Hardware Support Levels

Feature Cray Basic Cray Pro Assist Cray Complete Care
24x7 Call Logging – CrayPort / Telephone Yes Yes Yes
Maintenance Coverage Window 9x5 9x5, 16x5, 24x7 9x5, 16x5, 24x7
Onsite Response Time N/A NBD, 4 Hr1 NBD, 4 Hr2, 2 Hr, 1 Hr3
Customer / Cray Repair Customer4 Cray Cray
  • 1 Onsite response time is post-issue identification
  • 2 Minimum price applies for 4-hour or better response
  • 3 Triage is undertaken onsite by Cray
  • 4 Customers replace CRUs, Cray replaces FRUs. CRU replacement by Cray can be purchased at T&M rates.

Software Maintenance

Software support is a remote service provided to a customer when designated Cray-supplied products are not functioning as expected and assistance is required to resolve or mitigate an issue. Software support is available only to customers who have purchased hardware and software maintenance contracts. The coverage hours for software support align with the coverage hours contracted for hardware maintenance.

Warranty

Cray offers a 13-month warranty on all Cray-branded hardware components that begins at time of shipment and provides replacement or repair of failed hardware at Cray’s discretion. This warranty provides only the most basic customer hardware support and is designed for highly skilled customers that intend to maintain their own systems. This Cray limited warranty does not provide any support or warranty obligation for software, even if sold, delivered, or installed by Cray.

Limited Warranty Terms