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      Submitting an Assure Swap Request

      If your Hovermap or drone are covered under the Emesent Assure program and an incident occurs, you can request an Assure Swap Unit through our online form. All requests are subject to validation under the Assure program’s Terms and Conditions. This process is designed to minimize downtime and maintain continuity of operations.

      For additional information on the Assure program, refer to the our Emesent Assure page on our website, Emesent Assure FAQ, Assure Program Terms or Conditions for a Valid Assure Swap at their respective links.

      To submit a swap, follow the procedure below

       

      Step 1: Gather required information

      Before submitting a request:

      1. Review the Conditions for a Valid Assure Swap & Assure Program Terms

      2. Prepare the following details: 

      Information Required Details to Provide
      Hovermap Unit Type ST or ST-X
      Drone Type & Model e.g. DJI M300/M350, FreeFly Astro Max
      Serial Numbers (S/N) All affected Hovermap and drone hardware
      Unit Recoverable Can the damaged unit be retrieved and returned to Emesent? (Yes/No)
      Attached Accessories Long Range Radio, Colorization module, etc.
      Swap Request Reason Reason for the request (e.g. damage during operation, equipment fault, accidental damage, aircraft incident)
      Delivery Address The full address for shipment of the Assure Swap Unit

       

      Step 2: Report Aircraft Incident (Optional)

      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 your swap request is the result of an aircraft incident during a Pilot Assist or Autonomy mission, select the option that best matches your 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 3: Submit the Assure form

      1. Open the Assure - Request a Swap form

      2. Complete all required fields with accurate information gathered in Step 1.

      Incomplete or incorrect details may delay swap validation.

      You may choose to return the Damaged Unit to Emesent at any time.

      Shipping costs will only be 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 4: Confirmation and review

      After you submit the Assure Request Form, you will receive an automated confirmation email. Emesent will then review your swap:

      • Additional information: If further details are required, a support team member will contact you. Providing this information promptly will help minimize downtime.

      • Swap outcome: Once the review is complete, you will be notified of the result. If approved, Emesent will provide instructions for returning the Damaged Unit and the next steps for dispatching your Assure Swap Unit.

       

      Step 5: Ship the Damaged Unit

      Once approved, ship the Damaged Unit to Emesent:

      Packaging

      • Use the original hardcase packaged in a cardboard shipping box where possible.

      • If unavailable or unsuitable, notify Emesent Client Support.

      Accessories

      • Return only the Damaged Unit (Hovermap and/or drone).

      • Do not include long range radios, chargers, or cables unless instructed.

      • If colorized, include the GoPro for colorization to allow recalibration.

      Shipping instructions

      • 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.

      If you are unable to use Emesent’s provided return label, or if you choose to ship the unit before receiving one, please use the shipping details below:

      EmesentAttn: Client Support - Assure Unit23 Action StreetWacol, Queensland, 4076AUSTRALIA

       

      Step 6: Receive your Assure Swap Unit

      At Emesent’s discretion, a refurbished Assure Swap Unit will be dispatched once:

      • the Damaged Unit has been received, or

      • valid shipment confirmation has been provided.

      Assure Swap Units are:

      • fully functional and performance-tested

      • dispatched within ~3 business days to minimize downtime,

      • supplied with possible minor cosmetic differences.

       

      Terminology


      Term Definition
      Damaged Unit The affected Hovermap, drone, or Hovermap + drone package.
      Assure Swap Unit The refurbished Hovermap, drone, or Hovermap + drone package provided as the replacement.
      Incident The event that led to the swap under the Assure program.