This article explains how to request an Assure Swap Unit when Hovermap or drone hardware covered under the Emesent Assure program has been damaged, lost, or affected by an aircraft incident. All requests are subject to validation under the Assure program's Terms and Conditions.
For additional information on the Assure program, refer to Emesent Assure FAQ, Assure Program Terms or Conditions for a Valid Assure Swap at their respective links.
What you will need
Before submitting a request, review the Conditions for a Valid Assure Swap and gather the following details:
Hovermap unit type (ST or ST-X).
Drone type and model (for example, DJI M300/M350, Freefly Astro Max).
Serial numbers (S/N) of all affected hardware.
Whether the damaged unit can be recovered and returned to Emesent.
Any attached accessories (Long Range Radio, Colorization module, and so on).
Reason for the swap request (for example, damage during operation, equipment fault, accidental damage, aircraft incident).
Delivery address for the Assure Swap Unit.
Procedure
Step 1: Report aircraft incident (if applicable)
As part of Emesent's commitment to continuous quality improvement, all reported aircraft incidents are investigated to determine root cause and support improvements in autonomy performance and hardware reliability.
If the swap request results from an aircraft incident during a Pilot Assist or Autonomy mission, select the option that best matches the situation:
Situation | You provide | Emesent will |
|---|---|---|
Require an aircraft investigation outcome as quickly as possible. | Commander logs, Hovermap scan files, and drone logs (via Aircraft Incident form). | Begin reviewing the incident immediately while the damaged unit is in transit. |
Require an aircraft investigation but not urgently, or cannot recover log files due to damage. | Commander logs (via Aircraft Incident form). | Retrieve Hovermap scan files and drone logs once the damaged unit is received. |
Cannot recover log files because the equipment is lost. | Commander logs (via Aircraft Incident form). | Investigate the incident based on Commander logs and attempt to recover any additional data if the unit becomes available. |
Commander logs are required for all non-recoverable incidents.
The timely dispatch of an Assure Swap Unit will not be delayed by the Aircraft Incident investigation, except where the damaged hardware cannot be recovered. In such cases, Commander logs are required to validate the incident.
Step 2: Submit the Assure form
Open the Assure Request a Swap form.
Complete all required fields with accurate information gathered in the prerequisites.
Incomplete or incorrect details may delay swap validation.
Step 3: Receive confirmation and review
After submitting the Assure Request form, Emesent sends an automated confirmation email and then reviews the request:
Additional information: if further details are required, a support team member will make contact. Providing this information promptly helps minimise downtime.
Swap outcome: once the review is complete, the requester is notified of the result. If approved, Emesent will provide instructions for returning the damaged unit and the next steps for dispatching the Assure Swap Unit.
Step 4: Ship the damaged unit
Once approved, ship the damaged unit to Emesent following the packaging instructions below.
Packaging
Use the original hardcase packaged in a cardboard shipping box where possible. If unavailable or unsuitable, notify Emesent Client Support.
Return only the damaged unit (Hovermap and/or drone).
Do not include long range radios, chargers, or cables unless instructed.
If the unit was used for colorization, include the GoPro for colorization to allow recalibration.
Shipping
Emesent will provide a return label and instructions.
Attach the label securely to the outside of the cardboard box.
Present the package to the nominated courier at pickup, or deliver as directed.
The damaged unit can be returned to Emesent at any time. Shipping costs are only covered under the Assure program once the swap is approved and a courier has been arranged. If the unit is shipped prior to approval, costs will not be reimbursed. Providing tracking details in advance enables Emesent to dispatch the Assure Replacement Unit immediately upon swap approval, reducing potential downtime.
Step 5: Receive the Assure Swap Unit
At Emesent's discretion, a refurbished Assure Swap Unit is dispatched once either of the following occurs:
The damaged unit has been received, or
Valid shipment confirmation has been provided.
Assure Swap Units are:
Fully functional and performance-tested.
Dispatched within approximately 3 business days to minimise downtime.
Supplied with possible minor cosmetic differences.
Outcome
The Assure Swap Unit is received and ready for use, with minimal downtime to operations. The damaged unit is in transit to or received by Emesent for assessment and, if applicable, aircraft incident investigation.
Related documentation
For assistance, contact the regional Emesent partner or the Emesent Client Support team.