SKYTRAC Support Request

1

Request Type

Select the type of service request

ActivationCharges apply DeactivationCharges apply Device SwapActivation & deactivation charges apply RMAReturn for repair or replacement Feature RequestSuggest an improvement or new capability

2

Requestor

Person submitting this request

First Name*First name is required

Last Name*Last name is required

Phone*Phone number is required

Work Email*Work email is required

Company*Company name is required

3

Aircraft, Device & Services

Link aircraft and device details to the services being requested

Aircraft Information

RegistrationRegistration is required for S200 (-012 ATS)

Airframe

Serial Number

Device Information

Device Type* Please select a device type

Replacement Device

Replacement Device Type* Replacement device type is required

Position Intervals

Per MSAUse the contractually agreed reporting intervals from the Master Services Agreement Match my existing fleetApply the same intervals currently used by other units on this account Specify custom intervalsDefine specific reporting intervals for the replacement device

Position interval must be between 5 and 21,600 seconds.

Emergency

Mission

Flight

Engine

Mains

Effective Date

ImmediatelyActivate the replacement device as soon as the request is processed Scheduled DateActivate on a specific date

4

Flight Following Setup

Activation / Swap visibility

Flight following setup is optional. If left blank, visibility will be configured separately. Select only the platforms where this aircraft should appear.

Primary Platform (optional)

Additional Visibility (optional)

SkyWeb WebSentinel TrooTrax Apps4 TrooTrax Apps6 EMS TrooTrax Apps6 Web TrooTrax Apps6 BCAT SKYTRAC Mobile Other

5

Position Intervals

Configure reporting intervals (5 – 21,600 sec)

Per MSA Use the contractually agreed reporting intervals from the Master Services Agreement Match my existing fleet Apply the same intervals already configured for other aircraft on my account Specify custom intervals Override defaults and enter specific values below

6

AFF Data Forwarding

Activation / Swap forwarding

Select forwarding destinations to add.

↻

Change Request Details

Select what needs to be changed

Aircraft Registration (New registration number) Position Reporting Intervals Flight Following / Platform Visibility AFF Data Forwarding Destinations Other

⇄

Transfer of Ownership

Deactivates from current account — activates under new account upon confirmation

Step 1

Submit request

Device deactivated & removed from your account immediately

Step 2

New account confirms

SKYTRAC contacts the new account holder to verify and accept

Step 3

Activation

Device activates under new account once confirmed

New Account Holder

Company / Organization

Contact Name

Contact Email

Contact Phone

Data Export Request

No data, flight following visibility, or platform configuration transfers to the new account. The new owner sets up services fresh. You may request a copy of your historical data below before the device is removed.

Request a copy of my historical data A copy will be sent to the requestor — data remains on your account and is not shared with the new owner

Additional Notes

!

Reason for Deactivation

Help us understand why this device is being deactivated

Seasonal / Temporary Aircraft is being grounded temporarily — intend to reactivate Aircraft Sold Aircraft has been sold — device no longer needed on this account Aircraft Retired / Written Off Aircraft is permanently retired from service Device Being Replaced Old unit being swapped out for a new device End of Contract Service contract has concluded Switching to a Competitor Moving to another provider — specify below Pricing / Cost Service cost is a factor in this decision Other Specify below

7

Effective Date

When should this request take effect?

Effective Immediately Process as soon as possible — subject to SKYTRAC's standard two business day processing time Schedule for a specific date Request will be processed to take effect on the selected date

3

Feature Request

Tell us what you'd like to see improved or added

3

RMA Details

Device Information

Fault Information

Was troubleshooting performed?*

Yes — describe steps taken below No

Please select yes or no

Reason for Return*

Repair Warranty Claim / Suspected Warranty Issue Out-of-Box Failure Return Request Loaner Return Core Return for Exchange

Please select a reason for return

Action Requested*

Evaluation & Repair Test & Recertification Modification / Upgrade Exchange Unit (subject to availability)

Please select an action

Service Level Request*

Standard (8-week lead time) AOG (Approximately 3 business days from receipt of unit)

Please select a service level

Return Shipping Details

Courier Company* Courier company is required

Courier Account Number (optional)

Shipping Priority* Please select a shipping priority

Insurance Required?* Please select an option

Return Shipping Address* Return shipping address is required

Tax ID (required if shipping from outside Canada)

8

Additional Details or Requirements

Any special instructions, notes, or custom requirements

Notes

9

Terms & Conditions

Please read and acknowledge before submitting

Notes:

Prices are in USD and are exclusive of any applicable taxes.
Upon expiry of the Term, all Service Plans will automatically renew for consecutive periods of one year each, unless a Party provides written notice of intention not to renew sixty days prior to expiry.
SKYTRAC requires two business days' notice to activate or re-start any PAYU Flight Following and Communications Services.
There is no option to temporarily suspend voice services. Only permanent deactivation is available.
Existing MSISDN (Telephone) numbers are not maintained if voice services are deactivated. A new number will be assigned upon reactivation.
SKYTRAC will invoice the Customer monthly for Services, plus applicable taxes. Invoices are due net 30 days.
Additional aircraft may be added at any time. Activations during any service month are charged at the full monthly rate.
SKYTRAC reserves the right to periodically update the Rates of Compensation to reflect market conditions.
Services suspended by SKYTRAC due to overdue accounts are subject to suspension and reactivation fees.
Iridium's and SKYTRAC's products, services, hardware, software, and technical data may NOT be exported or re-exported to embargoed or restricted destinations without prior authorization from applicable government agencies.

I acknowledge and agree to the SKYTRAC Terms & Conditions and applicable Master Services Agreement.

9

RMA Terms & Conditions

Please read and acknowledge before submitting

•Unless otherwise specified, firmware revisions will not be upgraded. For potential firmware upgrades please contact aftermarket@skytrac.ca.
•Repairs will only be completed upon receipt of a valid purchase order or approved quote.
•For exchange units — the core is to be returned within 30 days of shipment of the replacement unit. Customer will be invoiced 60% of the MSRP of a new unit if the core is not returned.
•Please provide any Airworthiness Directives (ADs) and EASA/ANAC approvals in writing that are applicable to the product(s) listed in this request.
•Iridium communications charges may incur on customer equipment during repair testing and will be invoiced to the customer account.
•If equipment assumed to be covered under warranty is returned and determined to have been damaged outside the scope of warranty, the customer will be given the option to be invoiced for replacement and/or repair.
•Customers are responsible for inbound and outbound shipping costs.
•For repairs or services performed under warranty, SKYTRAC will cover outbound and return shipping costs. All duties, customs brokerage fees, import/export taxes, and other government charges remain the responsibility of the customer.

I acknowledge and agree to the SKYTRAC RMA Terms & Conditions. I request the latest firmware upgrade be applied to my unit(s) during servicing. Firmware upgrades may incur additional labour costs. SKYTRAC will contact you with a quote before proceeding if applicable. To discuss firmware options in advance, contact aftermarket@skytrac.ca.