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Impinj Support Welcome Guide

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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

Impinj Authorized Partners must have signed partner agreement; End users should contact their Impinj Authorized Partner for access.

Impinj LTK development libraries

Impinj Authorized Partners must have signed partner agreement; 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 during normal business hours, 8:30am – 5:00pm Pacific Time.

  • Customers can submit a support request for products under warranty by either logging into the Support Portal and clicking on the “Submit a request” link or sending 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.

Standard Product 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. We offer expedited RMA replacement for reader and gateway products via our Enhanced Maintenance program. This is described in the next section.

Enhanced Maintenance Program

The Enhanced Maintenance program is available for Impinj readers and gateways sold in North America. When the customer encounters an issue with a device covered by Enhanced Maintenance, the customer should open a ticket with Impinj Support. An Impinj CSE will work with the customer to troubleshoot the issue. With Enhanced Maintenance, this troubleshooting will begin within 4 business hours (Pacific Time) of the ticket being opened. If the product is determined to be faulty, Impinj will authorize a new replacement be sent to the customer without waiting for the broken unit to return. Generally, the customer can expect to receive the replacement unit within two business days after CSE authorizes replacement. For more details, please visit this page.

 

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:

 

SUMMARY OF SUPPORT OFFERINGS

The following tables outline our current support offerings:

 

Reader/Gateway

Software

Category/Item

Standard Warranty

Extended Warranty

Enhanced Maintenance

ItemSense/
ItemEncode

Term

1 year

2 years

3 years

1 year Subscription

Reader/Gateway RMA

RMA request – initial response time

48 hours (Mon-Fri)

48 hours (Mon-Fri)

4 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

Next business day after replacement is confirmed*

N/A

Firmware/Software/Licenses

Development library updates
(e.g. Octane SDK, LTK, ItemSense libraries)

Included

Included

Included

Included

ItemSense/ItemEncode updates

N/A

N/A

N/A

Included

Minor firmware updates
(e.g. 5.10 to 5.12)

Included

Included

Included

Included

Major firmware updates
(e.g. 4.12 to 5.0)

Not Included

Not Included

Included

Included

Speedway Connect license

Not Included

Not Included

Included

N/A

Round Rock license

Not Included

Not Included

Included

N/A

Support

Support portal self-help access

Included

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)

8:30am-5:00pm PT (Mon-Fri)

Initial response time for non-RMA requests

48 hours (Mon-Fri)

48 hours (Mon-Fri)

48 hours (Mon-Fri)

48 hours
(Mon-Fri)

Supported firmware, development libraries, and software versions

Current release only

Current release only

Current release only

Current release only

*Note: See Enhanced Maintenance terms and conditions for more details.

 

Monza

Indy

Category/Item

Wafer

Packaged Parts

Chip/Module

Term

See terms and conditions

1 year

1 year

RMA

RMA request – initial response time

48 hours
(Mon-Fri)

48 hours
(Mon-Fri)

48 hours
(Mon-Fri)

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

Development library updates
(e.g. IndyMAC, IRI)

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
(Mon-Fri)

48 hours
(Mon-Fri)

48 hours
(Mon-Fri)

Supported firmware, development libraries, and software versions

Current release only

Current release only

Current release only

 


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Impinj (NASDAQ: PI) wirelessly connects billions of everyday items such as apparel, medical supplies, and automobile parts to consumer and business applications such as inventory management, patient safety, and asset tracking. The Impinj platform uses RAIN RFID, delivering information about items to the digital world and enabling the Internet of Things.