INTRODUCTION
Thank you for using Impinj products. We understand that support is essential for the success of our customers and partners, and we are committed to helping them succeed and maximize the value of their Impinj products. This guide provides essential information about our support resources and instructions for requesting help.
GETTING HELP
Self-Help Resources
Impinj customers can find technical documentation, training, and downloads on our Support and Learning Portals. Resources include sample code, troubleshooting guides, educational videos, and support articles on various relevant topics. Remember: You can access most self-help content without having to log in.
There is a small subset of content that is available only to specific customers based on the following criteria:
| Content | Requirements for Access |
|---|---|
| Reader/Gateway | |
| Octane firmware |
Reader or gateway covered under a warranty or firmware update plan. Firmware is distributed via Impinj Authorized Partners. End users of Impinj devices will need to contact their Impinj Authorized Partner for access. |
| Technical Support Ticketing |
Reader and gateway support is available through support@impinj.com for partners who meet the following criteria:
Note: Member partners with qualified, registered opportunities may qualify for temporary support. |
| Software | |
| ItemEncode firmware and development libraries |
Impinj Authorized Partners must have signed ItemEncode Integrator Agreement. Contact your Impinj sales manager for more details. |
| Reader Chip |
|
| Technical Support Ticketing | Available to partners who purchase reader chip products and have signed an NDA (non-disclosure agreement) with Impinj. Contact your Impinj sales manager for more details. |
| Tag Chip |
|
| Wafer specifications | Available to partners who purchase reader chip products and have signed an NDA (non-disclosure agreement) with Impinj. Contact your Impinj sales manager for more details. |
| Antenna reference designs | Available to customers who have signed an Antenna License Agreement. Contact your Impinj Sales Manager for more details. |
Requesting Support
Technical support ticketing is available for direct tag chip customers, reader chip customers, and authorized reseller partners of our reader and gateway products that meet the requirements outlined in our Impinj Partner Network program guide. This guide will refer to those requesting support as “customers.”
The process for submitting a ticket is as follows:
1. Customers can submit a support request for products under warranty by emailing support@impinj.com.
2. This submission will generate a numbered ticket in our support database.
3. Requests submitted in this manner will ensure the appropriate Impinj product applications engineer (PAE) responds promptly.
We do not currently offer a customer support phone number for assistance. However, the PAE supporting the ticket may arrange a call at their discretion. Customers can expect a timely initial response after creating a support case. The time to resolution of a case depends on the level of technical complexity.
Reader support note: We rely on our authorized reseller partner network to be the first line of support for end customers since they are in the best position to troubleshoot their solutions, including Impinj reader products. If you are not an authorized Impinj reseller, we request that you contact your Impinj partner for technical support. If the Impinj authorized partner needs help resolving an end-customer request, they will contact Impinj support directly.
RETURN MERCHANDISE AUTHORIZATION (RMA)
When a partner submits a new support case, a PAE will work with the partner to jointly troubleshoot the issue for products under warranty.
Initial Limited Hardware Warranty and Extended Warranty
The product return (RMA) process starts when Impinj determines the product is faulty and still under warranty. Impinj will then send the partner or distributor a new replacement product or issue a credit for replacement. At Impinj’s discretion, a member of the PAE team may ask for the faulty product to be returned for verification before issuing a credit or sending a replacement product.
END OF SUPPORT/END OF LIFE
As products reach their End of Life (no longer for sale) and End of Support (no longer supported by Impinj), notices will be posted in the “Customer Notifications” section of each product family on the Support Portal. For more details, please visit the appropriate page below:
- Reader/Gateway Customer Notifications
- Software Customer Notifications
- Tag chip Customer Notifications
- Reader Chip Customer Notifications
SUMMARY OF SUPPORT OFFERINGS
The following tables outline our current support offerings:
Reader, Gateway, and Software Support Services
|
|
Reader/Gateway |
Software |
|
|
Category/Item |
ItemEncode |
||
|
Term |
1 year |
1, 2, or 3 year |
1-year Subscription |
|
Reader/Gateway RMA |
|||
|
RMA request – initial response time |
120 hours |
120 hours |
N/A |
|
Part replacement shipped |
Once unit is determined faulty and is still under warranty |
Once unit is determined faulty and is still under warranty |
N/A |
|
Firmware/Software/Licenses |
|||
|
Development library updates |
Included |
Included |
Included |
|
ItemEncode updates |
N/A |
N/A |
Included |
|
Firmware updates |
Available through Impinj Authorized partner |
Available through Impinj Authorized partner |
Included |
|
Speedway Connect license |
Not Included |
Not Included |
N/A |
|
Support |
|||
|
Support portal content – accessible to all partners and customers |
On demand |
On demand |
On demand |
|
Training portal content – accessible to logged-in partners |
On demand |
On demand |
On demand |
|
Initial response time for non-RMA requests – Silver and Gold partners only |
120 hours (Monday – Friday) |
120 hours (Monday – Friday) |
120 hours (Monday – Friday) |
|
Supported firmware, development libraries, and software versions |
Current release only |
Current release only |
Current release only |
Tag Chip Support Services
|
|
Endpoint IC |
|
|
Category/Item |
Wafer |
Packaged Parts |
|
Term |
1 year |
|
|
RMA request – initial response time |
48 hours |
48 hours |
|
|
After defective unit is received by Impinj and analysis completed |
After defective unit is received by Impinj and analysis completed |
|
Support portal content |
On demand |
On demand |
|
Initial response time for non-RMA requests |
48 hours |
48 hours |
Reader Chip Support Services
|
Category/Item |
Indy (End of Life) |
E Family |
E Family Development Hardware |
|
Term (warranty length) |
1 year |
1 year |
None |
|
RMA |
|||
|
RMA request – initial response time |
120 hours |
120 hours |
120 hours |
|
Part replacement shipped |
No replacement units offered – credit only |
After defective unit is received by Impinj and analysis completed |
After defective unit is received by Impinj and analysis completed |
|
Firmware/Software/Licenses |
|||
|
Development library updates |
Not included |
N/A |
N/A |
|
Software Development Kit (SDK) updates |
N/A |
Included |
N/A |
|
Support |
|||
|
Support portal content |
On demand |
On demand (may be limited based on Impinj partner status) |
On demand (may be limited based on Impinj partner status) |
|
Email support (in English) |
Limited support |
Full support, availability hours dependent on region and Impinj partner status |
Full support, availability hours dependent on region and Impinj partner status |
|
Initial response time for non-RMA requests |
120 hours (Monday – Friday) |
120 hours (Monday – Friday) |
120 hours (Monday – Friday) |
|
Supported firmware, development libraries, and software versions |
Limited support |
Current release (full support), previous releases (limited support) |
Current revision (full support) previous revision (limited support) |
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