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.

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.


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:

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


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.


Secure Packaging:

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


Include Necessary Accessories:

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


Protect Against Damage:

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


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.
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