HID Global Corporation Product-Specific Support Terms Extended Access Technologies Business Area

Contact/Contactless Desktop Reader and Reader Modules Biometric Desktop Reader, Sensors and Modules

(Version 09/01/2021)

The following terms apply to the following HID® Offerings:

  • OMNIKEY (except encoders)
  • iCLASS SE Reader Module, SE Processor
  • MultiISO Embedded Reader Family
  • MIFARE Easy Embedded Readers
  • HID Lumidigm® fingerprint modules and readers
  • HID DigitalPersona® fingerprint modules and readers
  • HID EikonTouch® fingerprint readers
  • HID TouchChip® fingerprint sensors and modules
  • Nomad 30 Pocket readers and modules

Terms & Definitions

Terms not defined herein shall have the meaning set forth in the HID Global Support Services General Terms and Conditions which is located at https://www.hidglobal.com/support.

Support Services

HID will provide the following Support Services:

  • Answer technical questions by e-mail
  • Analyze technical problems by reviewing configuration settings or log files
  • Provide access to service packs and hot fixes

Contacting Technical Support


Support online form:

Support Levels/Tiers

Support Level 1: Answering entry level questions usually could be answered by referring to the product documentation (Example: is a specific card technology supported by the reader, information is in the product hardware user guide, drivers and Software Developer Kit downloads).

Support Level 2: Reproduce issue, collect and qualify logs (Example: specific credential cannot be read from a card, device does not work on a customer platform).

Support Level 3: Cannot be answered by Support Level 1 and Support Level 2. Might require deeper hardware or software analysis or involvement of Professional Services or Engineering.

End of Life/End of Support

Typically support ends twenty-four (24) months after End of Life (EOL) of the product.

Return Merchandise Authorization (“RMA”) Policy

All RMA Request should be handled by the Customer (entity that purchased the hardware directly from HID). For clarity, if the hardware devices are purchased through a channel partner, the RMA request should be handled by the channel partner.

To return hardware that has failed during the applicable warranty period (“Warranty-Return Hardware”), Customer must: (i) inform HID of the Warranty-Return Hardware request by emailing [email protected] (ii) provide HID with the model number, serial number (when available), and a description of the claimed hardware defect for each unit requested for return; and (iii) include company name, contact name; email address and phone number to enable HID to be able to contact you. A technical support specialist may contact the Customer to request samples and information required to conduct a technical evaluation to validate the claimed hardware defect, and at HID’s sole election, determine disposition that may include the request to destroy units in country. If requested, Customer shall provide all samples at Customer’s cost (including any taxes and duties).

Once a Warranty-Return is approved, HID will issue an RMA number. No RMA number will be issued if the applicable warranty period for the hardware has expired before the request email is submitted, or in any event that the failure is not confirmed if requested. HID does not allow the consolidation of Warranty-Return Hardware under multiple RMA numbers in the same shipment.

Return shipment of the Warranty-Return Hardware to HID must be made within thirty (30) calendar days of HID's issuance of the applicable RMA number (“RMA Timeframe”). The hardware must be returned to HID in a damage free, testable condition, and with all labels intact and legible; otherwise, the warranty is invalidated.

Warranty-Return hardware shipment should be packaged to prevent damage during shipping and must be clearly and prominently marked with the RMA number on the package, and send to HID as instructed by the HID technical support specialist. Any package received by HID without a RMA number or shipped outside of the applicable RMA Timeframe will be refused and shipped back to Customer. A new RMA number must be obtained for any hardware returned to Customer due to Customer’s failure to adhere to this RMA Policy.

For Customers requesting an RMA for hardware running custom firmware, HID requires Customer to update the firmware to the HID Approved Factory released firmware and conduct testing on all units to ensure the hardware is failed before submitting the RMA request to prevent fees charged for hardware returned which is not defective.

Except as otherwise stated herein or agreed by HID in writing, Customer must, at Customer’s cost (including any taxes and duties): (i) return the Warranty-Return Hardware to HID and; (ii) install and/or deploy any repaired/replacement hardware provided by HID. All hardware which is returned to HID for warranty service and not returned to Customer will become the property of HID.

Upon HID’s receipt of the Warranty-Return Hardware from Customer, HID will evaluate the hardware to determine whether it is covered under the applicable warranty. If HID determines the hardware is covered under warranty, HID will take the corrective warranty action described in the applicable warranty policy. In any case HID decides to provide replacement or repaired units under the applicable warranty policy, HID will pay for the outbound shipping fees (excluding any taxes and duty). All taxes and duties are to be paid by Customer.

If Customer receives replacement hardware from HID but fails to return the Warranty-Return Hardware within thirty (30) calendar days from HID's issuance of the applicable RMA number, or if HID determines through evaluation that the returned hardware is not defective; HID reserves the right to invoice Customer and Customer shall pay the current list price for such hardware. Customer agrees to promptly initiate payments owed pursuant to this Section by issuance of a purchase order or credit card payment.