Product identification
Provide the exact model, serial number, quantity, purchase source and any available shipment or purchase date.
M5 Product Warranty
Hardware warranty support for eligible M5 products.
Review the standard warranty period, coverage conditions, exclusions and claim requirements, then submit a structured request for Sentinel, Mediatrix or other supported M5 hardware.
36months
Standard hardware warranty
Coverage generally begins on the date of shipment unless different commercial or partnership terms apply.
Serial numberRequired for product validation.
Claim reviewEligibility is confirmed before remedy.
Normal useCoverage applies under proper conditions.
Worldwide intakeRequests are reviewed by M5.
36-month standardUnless another written commercial agreement applies.
Serial requiredThe product must be identifiable in M5 records.
Review before returnDo not ship hardware until instructions are issued.
Repair or replaceThe remedy is determined after claim validation.
Warranty essentials
What M5 needs to evaluate a hardware claim.
Complete product information and a clear description of the issue help reduce delays during the initial review.
Issue description
Explain the symptoms, operating conditions, firmware version and troubleshooting already completed.
Eligibility review
M5 reviews product records, warranty conditions and exclusions before confirming the next step.
Coverage and exclusions
Understand what the limited hardware warranty covers.
The warranty is intended for eligible defects arising under normal and proper operating conditions.
Generally covered
- Defects in materials or workmanship.
- Failures occurring under normal and proper use.
- Product review based on model, serial number and available records.
- Repair, replacement or another remedy approved by M5 after validation.
Generally excluded
- Misuse, abuse, improper installation or unauthorized repair.
- Modification, alteration or damage caused by third parties.
- Lightning, power surge, fire, water, extreme temperature, humidity or corrosive environments.
- Removed, altered or unreadable serial numbers.
- Normal wear affecting enclosures, connectors, accessories or cosmetic parts.
Before submitting
Prepare these details before starting the form.
Model & serial numberCopy the information directly from the product label.
Purchase sourceIdentify the distributor, reseller, partner or original order source.
Technical contextInclude symptoms, firmware version, interfaces and troubleshooting.
Photos or filesM5 may request supporting images, logs or proof of purchase after intake.
Warranty workflow
From intake to resolution.
Submitting the form starts a review. It does not automatically confirm warranty eligibility or authorize a return.
1
Submit
Provide the product and issue information through the secure form.
2
Validate
M5 reviews the model, serial number, warranty conditions and exclusions.
3
Confirm
The team may request additional details, logs, photos or proof of purchase.
4
Resolve
If approved, M5 provides the applicable remedy and return instructions.
Important: Do not return or ship hardware until M5 Technologies or an authorized partner provides written instructions or an approved return authorization.
Warranty FAQ
Common questions before submitting a claim.
How long is the standard M5 hardware warranty?
The standard period is 36 months from the date of shipment unless different written commercial or partnership terms apply.
Why is the serial number mandatory?
The serial number identifies the specific product, helps verify available records and is required to evaluate eligibility.
Does submitting the form authorize a return?
No. Submission starts a review. Wait for written return instructions or an approved return authorization before shipping hardware.
What information may M5 request later?
The team may request photos, logs, firmware details, proof of purchase, installation information or additional troubleshooting results.
Can an out-of-warranty product still be reviewed?
Yes. Select the out-of-warranty inquiry option to request identification, support guidance or available service options.
Where can I review the broader return process?
Review the M5 RMA Policy and Procedure page for return handling information and related requirements.
Secure warranty intake
Submit a product warranty request.
Provide complete product and issue information so the M5 team can identify the hardware and determine the appropriate next step.
- Sentinel, Mediatrix and supported M5 hardware
- Warranty, identification and out-of-warranty inquiries
- Serial-number and model validation
- Structured issue and troubleshooting details
- UTM and source attribution for internal routing