CCS Parts Repair and Replacement
Cray Cluster Supercomputer (CCS) Support is available to customers of Cray CS300, CS400, and CS-Storm
systems. Four service tiers are available to CCS customers: Depot, Depot Rapid Exchange, Premium and
Premium Plus.
CCS customers should initiate a request for support by creating a case in the
Premium Plus customers, support outside of local business hours can also be initiated by calling the after-hour
support numbers.
This section provides information on the following service related topics:
● Requesting Part Repair or Replacement
● Spare Part Numbers
Requesting Part Repair or Replacement
Cray Cluster Supercomputer (CCS) customers and field support personnel must run appropriate diagnostics and
perform troubleshooting before requesting part repair or replacement. These prerequisites are for replacement or
repair of defective/suspect parts covered under a Cray Service Level Agreement (SLA). To streamline the return
process, these prerequisites are being aligned with those of Cray’s vendors. Cray Service will assist customers
with troubleshooting and collaborate with vendors as needed. Cray remains the sole authority in granting a Return
Materials Authorization (RMA). Cray may grant an RMA without diagnostic results for specific sites due to their
security policies, or by authorization from a Cray executive, or for certain "Critical" cases as defined in the
Cray
Cluster Supercomputer Support Operations Handbook
.
Troubleshooting Procedures and Requirements
Cray Service provides detailed troubleshooting requirements and procedures to diagnose and identify faulty
hardware. These procedures are unique to specific part categories. Diagnostic utilities may be used to generate
log files or output that must be sent to Cray Service when requested before an RMA request is processed. As a
minimum, customers must demonstrate that the fault follows the suspect part. Cray will not repair or replace any
returned part that does not comply with these troubleshooting requirements and procedures.
Return Materials Authorization Number
After an RMA is approved, Cray Service issues a unique RMA number for that part. A single RMA number is
generated for each batch of identical parts. Orders containing different parts are issued different RMA numbers.
For example, a replacement of 3 GPUs will share the same RMA number, but a replacement of 1 GPU and 1
HCA will be issued two RMA numbers. Cray will not repair or replace any returned part without an RMA number.
Parts received by Cray without an RMA number will be returned as is.
Packaging and Shipping RMA Parts
All parts returned to Cray must be individually tagged and identified with the RMA number. They must be properly
packaged to prevent shipping and ESD damage. If possible, customers should save and reuse Cray shipping
boxes (in good condition) when returning parts. If this is not possible, customers should provide enough
CCS Parts Repair and Replacement
HR90-2009
4
CS400-AC Hardware Replacement Procedures