Technical Support

Contacting Tech Support

Manage your cases online with the support portal

• Logging in to the support portal allows you to manage your cases and communicate with our tech support engineers online.
• First time users can set up an account within seconds. All that is required is a valid email address. Please have your system serial number also available.
• Email support@penguincomputing.com. Using email creates a case which you can then manage through the support portal.

Phone support

• Prepare a description of the problem including any error messages and any relevant information. You must include the system serial number, which is printed on a bar-coded label, usually located on the back of the chassis, and begins with the letter P.
• Call 1-888-PENGUIN (1-888-736-4846)

Support for Scyld MasterLink™ customers

• MasterLink access is available by logging into the support portal. Find product documentation, release notes, update information, and more. You can communicate with our technical and cluster support engineers through the online support portal.

Call for an Onsite Technician

When contacting Penguin Computing Tech Support for the purpose of planning an on-site service visit, please be prepared with the following:

• You must provide the system serial number, which is printed on a bar-coded label, usually located on the back of the chassis, and begins with the letter P.
• Prepare a description of the problem including any error messages and any relevant information.
• Collect diagnostic information. Prepare for the call by noting the specific symptoms. You maybe asked to provide further information from log files or some diagnostic tools.
• Contact our support team at 1-888-PENGUIN (1-888-736-4846) and we will work with you to return your system to a functional state immediately. If remote service is unable to reinstate your previous operating condition, an onsite technician will be dispatched in accordance with the terms of onsite service terms and conditions.

Hours of Operation

• Technical Support - Contact Technical Support between the hours of 6:00 a.m. and 5:00 p.m. Pacific time, Monday through Friday. After-hours telephone support is also available for customers who have purchased support packages that include 24/7 phone support.
• Customer Service - Penguin Computing's customer service department is available to assist you in resolving any issues regarding your order between the hours of 6:00 a.m. and 5:00 p.m. Pacific time, Monday through Friday.