RMA and Shipping Back to Thales

Although rare, it could happen that you need to ship a SafeNet appliance back to Thales.

Contact your Thales representative to obtain the Return Material Authorization (RMA) and instructions for packing and shipping.

You might wish (or your security policy might require you) to take maximum precaution with any contents in your HSM before it leaves your possession.

If so, there are two options available to secure the contents of the SafeNet Luna PCIe HSM before returning it to Thales:

>Decommission the HSM, forcibly clearing all HSM contents (see Decommissioning the HSM Card for instructions).

>Set Secure Transport Mode on the HSM (see Secure Transport Mode for instructions) and provide the verification string and random user string to your Thales representative by secure means. This will allow Thales to know if the HSM is tampered while in transit.