INTRODUCTION
Thank you for using Impinj products. Impinj recognizes that support is crucial to the success of our customers and we are dedicated to helping them succeed and get the most value out of their Impinj products. This guide provides useful information about our support resources and instructions for requesting help.
GETTING HELP
Self-Help Resources
Impinj customers can find technical documentation and downloads on our Support Portal. Resources include sample code, troubleshooting guides, educational videos, and support articles about various other topics. To access content, please visit https://www.impinj.com/support. Most self-help content is available without logging in.
There is a small subset of content that is only available to select customers based on the following guidelines:
Content | Requirements for Access |
---|---|
Reader/Gateway | |
Octane firmware | Reader or Gateway covered under warranty or firmware update plan. Firmware is distributed via Impinj Authorized Partners. End users should contact their Impinj Authorized Partner for access. |
Software | |
ItemSense software | Valid ItemSense license. Contact your Impinj Regional Sales Manager for more details. |
ItemEncode firmware and development libraries | Impinj Authorized Partners must have signed ItemEncode Integrator Agreement. Contact your Impinj Regional Sales Manager for more details. |
Monza | |
Wafer specifications | This is available to customers who purchase Monza products in wafer form and have signed NDA with Impinj. Contact your Impinj Regional Sales Manager for more details. |
Antenna reference designs | This is available to customers who have signed our Antenna License Agreement. Contact your Impinj Regional Sales Manager for more details. |
If you meet the criteria above and cannot access content, please sign in and visit this page to request restricted access.
Requesting Support
Impinj Customer Support Engineers (CSEs) are available between 4:00am – 5:00pm Pacific Time.
- Customers can submit a support request for products under warranty via these two methods:
- Fill out the "Submit a request” form.
- Send an email to Impinj Support.
- Either method will generate a numbered ticket in our Support database.
- Requests submitted in this manner will ensure the appropriate Impinj Customer Support Engineer responds in a timely manner.
We currently do not offer a Customer Support phone number to call for assistance, however once a ticket has been established, the CSE is able to coordinate a phone call through the ticket. Customers can expect an initial response within 2 business days after creating a support case. The time to full resolution of a case depends on the level of technical complexity.
Note: For certain customer requests, we may ask the customer to contact their Impinj Authorized Partner first. We rely on our partner network to be the first line of support for their customers since they are in the best position to help answer questions and troubleshoot their solutions which include Impinj products. If the Impinj Authorized Partner needs help to resolve their end-customer requests, they should contact Impinj Support for assistance.
PRODUCT RETURNS (RMA)
Impinj utilizes the support process to handle all requests for product returns. Once a customer has created a new support case, a CSE will work with the customer to jointly troubleshoot the issue for products under warranty.
Initial Limited Hardware Warranty and Extended Warranty
If the product is determined to be faulty, the CSE will authorize the customer to ship it back to Impinj. Once we receive and verify that the product is defective, we will either send the customer a new replacement product, credit the customer’s account, or ship the product back to the customer after it is repaired. We currently do not offer a repair service for products whose warranty has expired. The standard RMA process generally takes 2-4 weeks to complete.
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 link below:
- Reader/Gateway Customer Notifications
- Software Customer Notifications
- Monza Customer Notifications
- Indy Customer Notifications
SUMMARY OF SUPPORT OFFERINGS
The following tables outline our current support offerings:
|
Reader/Gateway |
Software |
|
Category/Item |
ItemSense/ |
||
Term |
1 year |
1, 2, or 3 year |
1-year Subscription |
Reader/Gateway RMA |
|||
RMA request – initial response time |
48 hours (Mon-Fri) |
48 hours (Mon-Fri) |
N/A |
Part replacement shipped |
After defective unit is received by Impinj and analysis completed |
After defective unit is received by Impinj and analysis completed |
N/A |
Firmware/Software/Licenses |
|||
Development library updates |
Included |
Included |
Included |
ItemSense/ItemEncode updates |
N/A |
N/A |
Included |
Minor firmware updates |
Available through Impinj Authorized partner |
Available through Impinj Authorized partner |
Included |
Major firmware updates |
Available through Impinj Authorized partner |
Available through Impinj Authorized partner |
Included |
Speedway Connect license |
Not Included |
Not Included |
N/A |
Round Rock license |
Not Included |
Not Included |
N/A |
Support |
|||
Support portal self-help access |
Included |
Included |
Included |
Email support (in English) |
4:00am-5:00pm PT (Mon-Fri) |
4:00am-5:00pm PT (Mon-Fri) |
4:00am-5:00pm PT (Mon-Fri) |
Initial response time for non-RMA requests |
48 hours (Mon-Fri) |
48 hours (Mon-Fri) |
48 hours |
Supported firmware, development libraries, and software versions |
Current release only |
Current release only |
Current release only |
|
Monza |
Indy |
|
Category/Item |
Wafer |
Packaged Parts |
Chip/Module |
Term |
1 year |
1 year |
|
RMA |
|||
RMA request – initial response time |
48 hours |
48 hours |
48 hours |
Part replacement shipped |
After defective unit is received by Impinj and analysis completed |
After defective unit is received by Impinj and analysis completed |
After defective unit is received by Impinj and analysis completed |
Firmware/Software/Licenses |
|||
N/A |
N/A |
Included |
|
Minor firmware updates |
N/A |
N/A |
Included |
Major firmware updates |
N/A |
N/A |
Included |
Support |
|||
Support portal self-help access |
Included |
Included |
Included |
Email support (in English) |
8:30am-5:00pm PT (Mon-Fri) |
8:30am-5:00pm PT (Mon-Fri) |
8:30am-5:00pm PT (Mon-Fri) |
Initial response time for non-RMA requests |
48 hours |
48 hours |
48 hours |
Supported firmware, development libraries, and software versions |
Current release only |
Current release only |
Current release only |
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