SprintRay Customer Service — Expert Guide

Overview and what to expect

SprintRay (founded in 2014) is a leading manufacturer of dental 3D printers, materials and workflow software. Customer service for professional 3D printing is not just “help desk” work — it combines hardware troubleshooting, materials science guidance, regulatory documentation and workflow optimization. Good SprintRay support aims to shorten machine downtime, maintain print quality and keep labs compliant with dental device best practices.

When evaluating SprintRay customer service, look for measurable outcomes: typical first-response times, mean time to resolution for hardware vs. software issues, warranty terms and the availability of local field technicians. Below I detail the practical mechanics of the service experience so you can plan budgets, SLAs and day-to-day operations.

Contact channels, availability and escalation

SprintRay’s official support hub is accessed through their website (https://sprintray.com) and typically includes a support portal where tickets are raised and tracked. For urgent issues, the most effective channels are: the online ticket portal (for traceability), scheduled phone support during business hours, and authorized service partners for onsite visits. Always open a ticket first so the company has a record for escalation and parts authorization.

• Primary channels: online support portal (ticketing), email support, phone support (business hours) and authorized field service partners.
• Escalation path: ticket → senior technician → engineering/parts authorization → onsite service (if required). Keep serial number and build logs to accelerate escalation.

Typical business-hour coverage in North America is Monday–Friday, 9:00–17:00 local time; international customers should confirm local hours with SprintRay or an authorized distributor. For high-volume clinics or labs, SprintRay and many distributors offer premium support contracts that include faster SLAs and dedicated account management.

Warranty, service contracts and typical costs

SprintRay machines commonly ship with a manufacturer’s warranty covering defects in parts and workmanship; in practice this is often 12 months from date of purchase (confirm on your invoice). Extended warranties and annual service contracts are available for predictable budgeting—these can include parts, labor and expedited shipping. When budgeting, expect extended support to cost roughly 10–20% of the printer’s purchase price per year, depending on coverage level.

Price ranges (approximate and for planning): SprintRay desktop dental printers generally range from $3,000–$12,000 depending on model and configuration. Consumable costs: specialty dental resins are frequently $150–$400 per liter depending on type (biocompatible, hard, flexible). Common replacement parts (build platforms, vat liners, UV light modules) commonly fall in the $75–$800 range. Confirm exact SKUs and pricing with your reseller or SprintRay account manager before committing.

Common problems, first-response troubleshooting and prevention

Most support tickets fall into a few predictable categories: intermittent print failures (layer delamination, sticking), calibration and leveling issues, software/connectivity problems, and consumable/material compatibility. Identifying which category a problem falls into will dictate whether a parts replacement, software update or process adjustment is required.

• Quick troubleshooting checklist: 1) Record and attach the failed print’s log and STL, 2) Verify firmware/software versions and update if needed, 3) Inspect vat and liner for damage/contamination, 4) Confirm resin batch and expiry date, 5) Re-level build platform and run a calibration print.
• When to escalate: repeated failures after calibrated test prints, visible damage to optical module, unresponsive UI, or error codes documented in SprintRay knowledge base.

Proactive maintenance reduces tickets: schedule weekly resin filter checks, monthly optical checks (for clouding or spots), and log hours per machine so you can predict part replacement (e.g., light source life measured in hundreds to thousands of printing hours). Keep spare consumable kits on-site to reduce operational downtime.

Parts, repairs and logistics

SprintRay uses modular parts for rapid replacement (light engines, vats, build platforms). For out-of-warranty repairs many labs prefer authorized service centers to maintain equipment traceability and regulatory compliance. Shipping parts domestically is usually 24–72 hours; international logistics and customs can extend lead times and add fees—budget four weeks for some international replacements if no local distributor is used.

When you open a ticket, have these items ready to expedite service: machine serial number, firmware/software version, purchase order or invoice date, resin batch numbers used in the failed prints, and photos or video of the issue. If a hardware swap is required, SprintRay or the distributor will generally provide an RMA number and instructions for return; failure to follow those instructions can delay service acceptance and warranty coverage.

Best practices for optimizing customer service outcomes

Train staff on basic maintenance (vat cleaning, platform leveling, calibration prints) so a first-line technician can resolve 60–80% of routine issues without escalation. Maintain a simple log with machine hours, resin batch numbers, and any service actions — this log is critical evidence for warranty claims and for discussions with SprintRay technical staff.

For labs with high throughput (10+ prints/day), negotiate a service-level agreement that includes guaranteed response times (e.g., phone response within 4 hours, onsite visit within 48 hours in-region) and an inventory of common spare parts. This investment typically pays off by reducing revenue lost to unscheduled downtime and by preserving patient scheduling timelines.

Where to get official support

Start at the manufacturer’s support portal at https://sprintray.com/support. If you purchased through a distributor, their local support desk can often accelerate parts shipment and onsite visits. Keep invoices, serial numbers and usage logs accessible when you contact support to shorten diagnostic time and improve resolution speed.

For escalation, request a support case number and an expected timeline. If SLA commitments are part of your contract, ensure they are stated in writing including response/repair windows and parts coverage so there are no surprises during a critical incident.

What does SprintRay do?

SprintRay is a technology company that builds end-to-end 3D printing ecosystems for dental professionals. Because we control the design, manufacturing, and support of our products, SprintRay is uniquely positioned to provide full-stop additive manufacturing solutions that are both cutting-edge and user-friendly.

What scanners are compatible with SprintRay?

Compatible 3D Scanners

• 3Shape – Desktop & IOS.
• Planmeca – IOS.
• Cerec – IOS.
• 3M – IOS.
• iTero – IOS.
• Medit – Desktop & IOS.
• Dental Wings – Desktop & IOS.
• Carestream – IOS.

Is SprintRay publicly traded?

The SprintRay IPO price does not exist at this time, as SprintRay is still a private company and has not yet conducted an IPO.

Who is the CEO of SprintRay?

Amir Mansouri, PhD
Amir Mansouri, PhD, is the CEO and Co-founder of SprintRay.

When was SprintRay founded?

2014
SprintRay was founded in 2014 when three guys realized that 3D printing wasn’t living up to its potential.

Who is the executive team of SprintRay?

The SprintRay Inc. management team includes Amir Mansouri (Co Founder and CEO), Cassandra Ehrig (Learning and Development Manager), and John Vandyck (Vice President, Sales).