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Warranty

Contact Ciphertex® For Support

Tel: 1-877-977-8878 (Support)
Hours of operation: 9AM-5PM, M-F, PST

Ciphertex®delivers Peace of Mind with Every SecureNAS®

Warranty: 5 years, 3-years included on all products

A 2-Year extended warranty option is available, for a total of 5 years.

Backup your data periodically in order to minimize potential data loss. Ciphertex® disclaims any responsibility of any nature in regard to data loss and/or recovery.

warranty

Limited Warranty

Ciphertex® warrants the product to be free of material defects and errors that prevent normal operation. On receipt of notice of such defect or error from Customer, Ciphertex® shall, at its own expense, exercise commercially reasonable efforts to modify the product, upgrade the product, or suggest an alternate procedure or routine which eliminates the adverse effect of the defect or error.


Notwithstanding the foregoing, Ciphertex® shall be relieved from any such obligation if customer fails to give Ciphertex® a timely written notice of any error claimed, and the delay causes further damage to Customer. Click here to learn more details.

Parts and factory labor fully covered; full technical support; return ground shipping covered from our facility

Field service warranties at various response levels are optionally available.

Qualifications

Notwithstanding the warranty provisions set forth in the Limited Warranty, Ciphertex®’s obligation with respect to such warranties shall be contingent on Customer’s use of the Product in accordance with instructions as provided in the User’s Guide. Ciphertex® shall have no warranty obligations with respect to any portion of the Product which has been:
  1. Operated by the Customer in a manner inconsistent with requirements set forth in the User’s Guide or that has been modified by any party other than or authorized by Ciphertex®;
  2. Damaged in any manner and by any cause other than any act or omission of Ciphertex®;
  3. Operated with any third-party hardware and/or software not owned or approved by Ciphertex®; or (d) subjected to extreme power surge or electromagnetic field.
Contact Ciphertex® to obtain Return Merchandise Authorization number prior to any Product return.

Limitations of Liability

Under no circumstances is Ciphertex® liable for the following: (1) third-party claims against you for damages; (2) loss of, or damage to, your records or data; or (3) economic consequential damages (including lost profits or savings) or incidental damages even if we are informed of their possibility.

Return Shipping Guidelines:

In the event that you need to return your unit to our facilities as part of our warranty services, we kindly request that you adhere to the following guidelines to ensure the safe transport of your system and prevent any potential damage or data loss:
01

Request Return Authorization:

To initiate a return to our facilities, you must first request an RMA (Return Merchandise Authorization) from us

Once you have received your RMA number, clearly label the box with the number

02

Use Original Shipping Box or Transport Case:

Please return the system in its original shipping box or an appropriate transport case provided with the product.

03

Secure Packaging:

Ensure the unit is securely packaged within the original box or transport case to prevent any movement during transit.

04

Include Necessary Accessories:

Include all necessary accessories, cables, and components that were part of the original shipment.

05

Protect Against Damage:

Safeguard the unit against potential damage by using proper padding or cushioning materials within the packaging.

06

Backup Data:

Before sending the unit, we strongly recommend backing up any essential data to prevent potential data loss during the servicing process.

By adhering to these guidelines, you contribute to the safe and secure transportation of your unit, allowing our team to efficiently address any warranty-related concerns while minimizing the risk of damage or data loss.

For any additional queries or assistance regarding the return process, please contact our customer support team. We appreciate your cooperation in ensuring a smooth and secure return process.

Solid State Disk (SSD) Disclaimer

Recent research has shown that as many as 87% of commercially available SSD’s, including Enterprise drives, are subject to various forms of failure due unexpected power loss. This includes some units with built-in power loss protection. These failures range from simple Data bit corruption to complete device failure (dead unit). Because of this, Ciphertex® does not assume any liability, beyond the standard product warranty, for Data loss or hardware failure for any product incorporating SSD technology.

Users are advised to Backup critical or important Data often in order to avoid experiencing unexpected Data loss in products using SSD technology. Users are also advised to always properly “Remove” or “Dismount” any storage device product from the operating system, prior to disconnecting or removing power, in order to minimize the possibility of product failure.

Customer Testimonials

MARYMAN
“Ciphertex has been our go-to company for encrypted storage for nearly two decades . . . Jerry Kaner and the Ciphertex team were able to get us the equipment needed in a very short amount of time.”

Joseph Greenfield, Ph.D VP and Chief Forensic Examiner, Maryman

Anonymous Forensics Project
"We perform large-scale e-discovery and forensics work for classified government agency projects. We’ve used several Ciphertex SecureNAS CX-160KSSD-X 480TB servers recently to great success for an ongoing project."

Large Enterprise Government contractor

Anonymous Forensics Project
"We were assigned the monumental task of handling a staggering 960 Terabytes of data across four locations, alongside an additional 175 Terabytes spread across three more locations, seemed like an insurmountable challenge. The urgency to transfer this vast amount of data to our forensic lab within a tight timeframe was daunting, especially considering the necessity for multiple examiners to analyze the data concurrently.

Navigating through various network environments, some of which demanded heightened security measures in a different data center, only added to the complexity. After multiple meetings and investigations in search of the most efficient and cost-effective solution, our team turned to Ciphertex Data Security, a reputable U.S.-based company headquartered in DC."

Large Enterprise Government contractor

Anonymous Government Contractor Project
"In our consultations with Ciphertex, their technical team proved invaluable, offering insightful advice that preemptively addressed potential delays. Within a mere week, we had the product in our possession. With swift implementation, our system was soon operational, requiring just a few additional days for software fine-tuning and setup adjustments before deployment.

Thanks to Ciphertex’s solution, our mission was accomplished seamlessly, meeting our deadlines and significantly reducing costs. Moreover, the versatility of their product allowed for immediate reuse in subsequent assignments through Ciphertex Instant Secure Erase feature. Ever since, Ciphertex has been a dependable ally whenever we’ve required their expertise and support."

Large Forensics Enterprise Government Contractor

Government Agency Project
"Our experience with Ciphertex was nothing short of exceptional. Entrusted with the critical task of relocating a substantial volume of data (480TB) from disparate locations to a highly secure data center boasting a distinct network environment, the stakes couldn’t have been higher. The data we handled was of utmost sensitivity, demanding foolproof protection throughout its journey.

Utilizing Ciphertex’s SecureNAS systems across three separate locations, we were equipped with encrypted solutions tailored to safeguard our valuable data. What’s more, with the flexibility to operate seamlessly across both 10G and 40G copper and fiber networks, Ciphertex’s technology proved adaptable to our diverse needs.Thanks to Ciphertex’s robust encryption protocols and efficient systems, the transfer of our encrypted data was executed flawlessly, without encountering any hiccups along the way. With peace of mind knowing our data was secure, we successfully completed our mission."

Large Government Agency

Anonymous Forensic Accounting Project
"Our team encountered a significant challenge relocating a vast amount of forensic accounting data from one state to Washington DC, requiring several machines each with a capacity of 275TB useable data. The scale of this task demanded a resilient and highly secure solution. We opted for Ciphertex’s SecureNAS systems to tackle this challenge. With their advanced encryption technology, these systems offered the perfect protection for our sensitive data. Transported via aircraft in durable travel cases, all our data arrived safely at its destination. Upon receiving the SecureNAS units, we were eager to put them to the test.

Once plugged in, they operated flawlessly, seamlessly integrating into our workflow without any issues. Thanks to Ciphertex’s dependable technology, our encrypted data transfer was executed smoothly, contributing to the successful completion of our forensic accounting project."

Large Government Agency

APA (American Photographers Association)
"I’ve been using the SecureNAS CX-40KSSD with 120TB storage for more than 8 years, and it’s incredibly convenient and user-friendly. I handle numerous high-res images and videos while constantly moving between studios. The SecureNAS is my go-to data backup and archive, offering top-notch security and encryption that gives my high-profile clients peace of mind. Because of the piracy issue in our industry, protecting digital video and photos is essential. The portability is also a nice touch as I frequently move from one studio to another.

I’ve also worked with the SecureNAS CX-80KSSD-X with 240TB of space. It’s been smooth, fast, and secure, saving me both time and money. Thanks, Ciphertex for providing such an excellent solution!"

Brooks Ayola Professional Photographer, APA

Ciphertex was able to deliver a very secure and robust portable NAS solution that met the United States Air Forces stringent requirements and everything was accomplished. Not an easy task. The USAF has very high security standards with regards to encryption and the need for a very customizable Portable Storage solution. From initial consultation with the USAF to make sure all of their needs were met, to sending evaluation NAS devices and hosting support calls, there was a very open and good exchange of ideas. Our partnership on this Storage project resulted in a volume order with the USAF and a successful deployment. Thanks very much to you and your staff for always being available for support and your professional courtesy. It was a pleasure working with you and we look forward to future projects!

Gary Mosso ATPGOV & Ace Technology Partners

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