The decision
We provide remote technical support, which may include wiring review, video guidance, parameter confirmation, startup assistance, fault analysis and operating advice. Complex integrations may require on-site support or return-to-factory testing, which you discuss with our sales team.
What our remote technical support covers
We provide remote technical support for our tethered drone equipment: ground power stations, airborne power modules and accessories. Support may include wiring review, video guidance, parameter confirmation, startup assistance, fault analysis and operating advice. Complex integrations may require on-site support or return-to-factory testing.
Those six items describe the scope. They apply whether you run a single ground station such as TP-T4H or a named DJI system such as the TP-Matrice M400 tethered lighting system for DJI Matrice 400.
Without remote support, a question on site can hold up the work: a connection that does not look like the drawing, a setting nobody on the team is sure of, or a fault that appears during a task. The team waits for an answer or works around the question. With our remote technical support, your team shows us the equipment in photos or on video, and we work through the question with you. Where the issue is within remote scope, it can be settled from the site, which helps the work stay on its planned schedule.
To start, contact us with the model and a short description. Photos or a short video help when they explain the issue.
Startup: wiring review, video guidance and parameter confirmation
Startup is where three parts of the scope work together. A wiring review looks at how your equipment is connected, from the photos or video you send. Video guidance lets us talk your team through the equipment while you look at it together. Parameter confirmation checks the settings for your configuration.
Project systems can be powered and function-tested according to the agreed scope. When your aircraft is not available to us, final aircraft-level integration and flight validation must be completed with your actual aircraft after delivery. That is where startup assistance and parameter confirmation come in, because your aircraft, payload and site supply come together on your site.
Remote support works alongside your own procedures. Follow the product manual and your site’s own work rules for every step of installation and operation. Settling a wiring or parameter question before flight operations begin can help you avoid late changes once the job is under way.
When a project needs on-site support or factory testing
Complex integrations may require on-site support or return-to-factory testing. Some questions may need more than photos and video, for example an integration around a custom aircraft, an installation that combines several suppliers’ equipment, or a fault that remote analysis cannot isolate. In those cases, fault analysis may point to on-site support or to a return of the equipment to our factory for testing.
Talk to our sales team about the availability and scope of on-site support, and about returns and repairs. Our sales team confirms the arrangement for your project. Knowing how a question escalates before you order can help you plan the project and set your customer’s expectations with fewer surprises.
If you resell our equipment
If you are a distributor, dealer or agent, we provide remote technical support to you. How support is arranged for your own customers is something to agree with our sales team before you quote. Bring the equipment you plan to stock and the applications your customers ask about most, so the arrangement matches what you actually sell.
When the support arrangement is agreed alongside the quotation, your quotation can hold when your customer asks who answers technical questions after delivery. For the equipment, documents and support to request for a demonstration, see planning a distributor evaluation package.
Manuals and documents
Our product pages include model-specific specifications and manuals, and our manual library brings them together. Our manuals are in English. To discuss a manual in another language, tell us the model and the language you need.
When you adapt product information for your own market, keep model names, rating labels and conditions as they are stated. A rated value, a maximum value and a test condition each mean something different, and the same values appear on our product pages. For drawings, interface documents and other project documents, talk to our sales team.
Equipment operation training and spare parts: talk to our sales team
Talk to our sales team about equipment operation training, spare-part stock and lead times. Our sales team confirms the scope of equipment operation training and the parts to be supplied for your project. To request a replacement cable or spare part, send us the equipment models, clear photos of the part and its connectors, and the quantity you need. Requesting replacement parts explains what identifies the installed equipment and the part.
Warranty terms and claims, repairs and returns also go through our sales team. We provide a 12-month limited warranty to the original purchaser, starting on the date the equipment is received. Please report any issues within 7 days of delivery. The full warranty terms are on our Support page.
If you plan to offer our equipment to your own customers, see distributor and dealer partnerships for the range, documents and support behind it.
