General questions

The newest documentation is always here.

This documentation website is the only place where you can find up-to-date technical information about our products.

We will update this content regularly to improve information and to make things simpler. So we ask you to read this information first.

• If you purchased the product from a Reseller or as Part of a Project please contact your Reseller or Project Partner first.
• If you purchased the product directly from Parametric use our Support Inquiry Form to contact us.
• Book a Premium Remote Support Session

At Parametric, customers are supported directly by a small team of engineers.

Support is provided alongside the actual engineering activities. This can take a little longer. The answers are usually target-oriented. For this reason, we cannot offer telephone support without prior appointment.

There is a Premium Remote Support offer.
You can book a support session directly in the calendar of the support team. An engineer will contact you at the requested time to solve your issues remotely. This service can be paid conveniently with Paypal or Credit Cards.

This service is limited to products and services provided by Parametric. If there are problems with third-party products, services or software (including problems with Windows), we can help isolate them. There is no guarantee that every problem will be solved. In some cases an analysis or repair in our service center may be necessary.

• 15 Min Premium Remote Support (English)
• 15 Min Premium Remote Support (Deutsch)

Integration partners (Integrators) add functionality or services to a Parametric sensor and then resell it as an integrated part of a complete "turnkey" solution.

We do select our partners carefully as our support staff is limited. Therefore, we must assume a certain basic technical knowledge on the part of the integration partner.

You can apply for becoming an integrator for one or multiple LPWAN product families.

Benefits
Becoming an integrator will give you the opportunity of:

• getting access to our newest product developments
• having access to marketing material including hires images of our products
• having access to technical information and training
• having access to our project protection program (be the first and only to offer for a tender)
• creating white labeled devices (your name and contact is on the device)
• having integrator prices

Techs only
Integrators are carefully selected to represent our products and services. A qualification process ensures that our partners have the necessary technical skills to integrate, deploy and support Parametric devices.

Therefore, we must insist on the following minimum requirements:

1. Technical background with at least one employee with a university technical education (please name person and degree) and a technical understanding of HF and radar technology.
2. Company has implemented at least 3 projects with LPWAN technology (please describe)
3. You are able to support your customers during deployment, installation and operation (1st level support). Parametric will not be able to support your customers.

Prerequisite for starting the application
If your company meets the above minimum requirements, the next steps are as follows.

1. Order a device to get familiar with a particular product.
2. Once you are 100% convinced of the product and see the opportunity to integrate it profitably, move on.

Application process
1. Send us an email to sales@parametric.ch with the following information:

• copy of business registration so we can check your company status
• 3 project examples
• name of technical skilled person

2. Finally we will send you the Parametric Integration Partners Agreement to sign. This contract includes a non disclosure agreement (NDA) and regulates all topics and contains product family and discount levels.

3. Welcome as a partner! We are happy to go with you. Your success is our success.

Customers who have purchased the devices directly from us can report problems or questions in the ticket system. For this purpose, the customer number is required. This can be found on the following documents:

• Quotation
• Shipping Note
• Invoices

The number always starts with a C, e.g. C9876

Parametric GmbH’s own products can be returned at the customer’s expense within 14 days of receipt. Excluded from the right of return are components specially ordered or manufactured for the customer (delivery items), equipment customised to the customer’s requirements, as well as software licences and 3services. In order to ensure smooth processing of returns, Parametric GmbH must be contacted in advance. For this purpose, we recommend that you submit an RMA (Return Merchandise Authorisation) request online. Parametric GmbH will provide the customer with a return address and RMA number. This address must be used for the return shipment. The return must be made within a maximum of 10 days from the date of delivery of the RMA address and the customs declaration “Return” or “Retoure”.

Parametric Analytics GmbH
RMA ____ (fill in the RMA Number we give you)
Lerchenfeldstrasse 3
9014 St. Gallen
Switzerland

Customs declaraion: “Return” or “Retoure”

Returns with full credit are possible for

• Parametric’s own product range
• Unopened original packaging
• Return registered on time
• Return within the time limit

Return with 10% deduction is possible for

• Own products from the standard range
• Opened but still original packaging
• Unit is unused and shows no signs of use
• All available accessories
• Return registered in time
• Returned in time

The return of used equipment is subject to inspection by our returns department and cannot be guaranteed. The amount of the credit will be determined after inspection by our returns department on the basis of the condition of the goods and will be notified to the customer in writing and will not exceed 80% of the purchase price. The customer may appeal the decision within 10 days and request that the goods be returned at his own expense.