Support Services

Customers say that SGI® has the highest quality technical experts and provides the fastest response and the quickest resolution. This feedback is supported by independent customer satisfaction surveys, which show that customers rank the quality of SGI support among the highest in the industry.*

Enjoy the many benefits of a SGI service contract including:

  • Priority response
  • Fixed support cost, no incremental charges by incident
  • Technical expertise
  • Protection for your valuable investment

SGI offers a comprehensive portfolio of support offerings. You select the level of support that's right for you and your business -- from our highest level offerings, Mission-Critical Support and FullExpress TM 7x24, to the proven SGI support leaders, FullExpress TM and FullCare TM. Each of these support programs includes:

  • On-site hardware assistance
  • SGI replacement parts
  • Telephone technical support for hardware and software
  • SGI software updates that are covered under the contract
  • Embedded Support Partner (ESP)
  • SupportfolioTM online support resources
  • SGI Knowledgebase online technical solutions
  • Enhancement options to let you create the exact level of support that meets your needs

Mission Critical Support (available in selected cities worldwide)
Features include:

  • Comprehensive hardware and software support delivered 7x24
  • Accelerated, two-hour on-site hardware response
  • Six-hour system restoration commitment
  • Remote system monitoring/proactive failure notification with Embedded Support Partner (ESP)
  • Designated technical account manager to coordinate service response
  • Automated "call home to SGI" feature in ESP, available for event monitoring
  • Availability guarantees up to 99.999% for certain system configurations

FullExpress 7x24 (available in select cities worldwide)
Features include:

  • Comprehensive hardware and software support delivered 7 days/week, 24 hours/day
  • Four-hour, on-site hardware response (with a 2 hour accelerated response option)
  • Telephone technical support (hardware and software)
  • Updates to SGI software products that are covered under a FullExpress 7x24 contract
  • Quarterly technical reviews using call histories and ESP data to analyze trends and recommend ways to maximize system availability
  • Online support through SupportfolioTM Online

FullExpress (available worldwide)
Features include:

  • Comprehensive hardware and software support delivered during standard business hours (5x9)
  • Four-hour, on-site hardware response, with accelerated response and expanded coverage hour options
  • Telephone technical support (hardware and software)
  • Updates to SGI software products that are covered under a FullExpress contract
  • Online support through SupportfolioTM Online

FullCare (available worldwide)
Features include:

  • Comprehensive hardware and software support delivered during standard business hours (5x9)
  • Next-business day, on-site hardware response, with expanded coverage hours options (5x12, 5x24, 7x9, 7x12, or 7x24)
  • Telephone technical support (hardware and software)
  • Updates to SGI software products that are covered under a FullCare contract
  • Online support through SupportfolioTM Online

* Independent surveys conducted by Prognostics

Please visit http://www.sgi.com/support/customerservice.html for additional information.