File a Support Ticket

How and where can I start the after-sale product support process?

1. Take pictures and videos of the incident scene

For the support engineer to remotely diagnose the cause of the incident, we would require your help to capture and collect as much information as possible. This would allow us to recreate the incident scene and understand what happened; furthermore, we would trace down either the system/hardware failure or human error. Without the complete data required here, we will NOT be able to provide warranty coverage due to a lack of data to determine the incident's cause.

1. take a 360-degree landscape image or video of where the incident occurred.
- where is it? 
- what does the field look like? any terrains or hills? 
- what are the obstacles? 
- what exactly did the drone fly into?

2. take photos of the drones from all six perspectives: front, left, right, back, top and bottom. 

3. take photos or video of the surranding environment on where the incident occurred. 

2. Check and upload all flight logs into the XAG Cloud server.

1. connect the Drone to the Internet through the Controller or Wifi hotspot.
2. go to XAG One APP
3. select Device->Drone->Device Log.
4. make sure all flight logs are uploaded.

3. In your Operations Record, find the flight having the incident and share to copy the URL.

4. If necessary, connect a Type-C cable to the drone and copy the log files and upload into Support Ticket.

1. Connect a USB cable to the Type-C port on #102 Terrain Radar line from the flight controller.
   
2. Copy all files in the flight control drive and upload them into the ticket. 

5. File a Support Ticket online.

1. come to the customer portal customer.pegasusrobotics.com or

2. file a new ticket or check existing ticket status.

6. Pegasus Robotics support engineers will work with XAG to create a Flight Log Analysis report and determine warranty coverage.