The first step to any RMA request is troubleshooting. 

If sending equipment in for service, you will need the following - 

~Serial number of the equipment 

~Intersection where the equipment was installed to include street names and city/state

~Description of the problem
~Troubleshooting steps taken to isolate problem to the piece of equipment for which the RMA is requested

~Point of contact for the ticket with all contact information
~Return-shipping address and person to whom it should go to - with contact information 

***Typically, the RMA is requested through the Distributor

Go here - https://gridsmart.freshdesk.com/helpdesk/tickets/new

Make sure to select RMA Request as the ticket type and fill in all fields to the best of your ability.