Device Requests
Overview
Section titled “Overview”A device request is how you get a device for an engagement: you say what you need and when you need it, and a configured device shows up ready to test. You can ask for physical hardware shipped to a site, or a virtual appliance you download and run yourself. Get the request right and it arrives ready to work; get the dates or contact details wrong and you can lose days to shipping problems. This page walks through both paths and the decisions that actually matter along the way.
You can request three things:
- Physical hardware devices are custom Linux computers with cellular failover and built-in VPN connectivity. You use these when you need a box on the client’s network.
- Virtual appliances are downloadable VM images (OVA, QCOW2, and other formats) for whatever hypervisor the client runs. Reach for these when shipping hardware is not an option.
- Wireless testing equipment means optional ALFA wireless cards bundled with a physical device for wireless work.
Every request is subject to U.S. export control regulations and VTEM Labs’ export policies. Some countries require extra review or cannot receive ARROW products at all. Contact support before you commit to a delivery location you are unsure about, since requests to restricted countries can incur legal review fees and add significant time to processing.
Before You Request: Add Your Client
Section titled “Before You Request: Add Your Client”You cannot create a request until the client exists in the ARROW Platform, so set this up first. The Clients section holds every client in your organization along with their locations, assigned devices, and primary contacts. Only Admins and Managers can manage clients.
The Clients page listing a client with its location, devices, and primary contact
The Clients page listing a client with its location, devices, and primary contact
To add one, open Clients in the sidebar and click Add Client. In the dialog, give the client a Company Name (required) and an optional Website, then add at least one Location and one Point of Contact. Click Create Client when you are done.
The Add New Client dialog with Basic Information, Locations, and Points of Contact sections
The Add New Client dialog with Basic Information, Locations, and Points of Contact sections
Locations
Section titled “Locations”A client can have several delivery locations, which matters when devices go to different offices or project sites. Add them from the Locations section of the Add New Client or Edit Client dialog: click Add Location and enter a recognizable name (for example, “NYC Headquarters” or “Chicago Branch”), the full shipping address, and contact details for that site. The location you pick later on the request is where the hardware ships, so name them clearly.
Points of Contact
Section titled “Points of Contact”The Point of Contact is the person the carrier calls when a delivery needs a signature or hits a snag, so this is not a field to rush.
Important Provide accurate contact information in the Points of Contact section. UPS and FedEx require it for certain delivery methods and locations, including international shipments. Missing or wrong details can mean shipping delays, a rejected request, or a device replacement fee.
Adding a Point of Contact to a client
Adding a Point of Contact to a client
Creating a Device Request
Section titled “Creating a Device Request”Open Device Requests in the sidebar. You will see your existing requests in a table with a New Request button in the top right, plus Filter, View, and Refresh controls. Completed requests are hidden by default, so flip on Show Complete Requests if you are looking for an old one.
1 2 3 - 1 Start a new device request here.
- 2 Completed requests are hidden by default. Show them when you need the full history.
- 3 Each request shows the client, dates, location, and status. A fulfilled VM has a download button, and the actions menu holds edit, tracking, and cancel.
Click New Request to open the form, then choose your device type. The form changes depending on whether you pick physical hardware or a virtual machine.
Physical Device Requests
Section titled “Physical Device Requests”A physical request covers one device per submission. Fill in these fields:
| Field | What it does |
|---|---|
| Device Type | Set this to “Physical Device”. |
| Device Specification | The hardware model: ARROW or OBSIDIAN. |
| Wireless Cards | How many ALFA wireless cards ship with the device (None, 1 Card, or 2 Cards). Choose based on your wireless scope. |
| Client | The client this engagement is for. |
| Delivery Location | Which of the client’s locations to ship to. |
| Request Period | The start and end dates of your engagement. These drive shipping timing and the return date, so they are not just labels. |
| Images | The VM images to load into the device’s App Library so they are ready to deploy on arrival. |
| Consultants | The team members assigned to the engagement. |
The device specification is worth thinking about, because the two models suit different jobs:
Which device should I choose?
- ARROW is the full-featured box: 16GB RAM, 512GB storage, dual ethernet, and active cooling. Best for extended deployments or heavier workloads.
- OBSIDIAN is ultra-compact and fanless with 8GB RAM and 256GB storage. Best when you need something discreet or portable.
See the full specifications and comparison if you are on the fence.
The OBSIDIAN is a premium device and is priced above the standard ARROW. How the premium applies depends on your plan, and the request form shows the exact terms for your plan when you select it. See OBSIDIAN pricing or contact support for a precise quote.
Two optional fields help you stay organized: an Opportunity Number for your internal project tracking, and Notes for any special instructions about the request.
Timing is the thing people get burned on, so plan the request around the start date rather than the day you happen to remember:
Important Submit physical device requests at least 72 business hours before the project start date. Last-minute requests may add a $100 logistics charge for Next Day Air Early delivery. Anything submitted after 1 PM Eastern ships the next business day, no exceptions.
The New Device Request dialog with Device Type set to Physical Device
The New Device Request dialog with Device Type set to Physical Device
Once you submit, the request goes into the queue for approval. After it is approved, your device is configured, packaged, and given a shipping label. You get an email with tracking information when it ships, and the same tracking shows up on the Device Requests page.
Virtual Appliance Requests
Section titled “Virtual Appliance Requests”Virtual appliances are the answer when you cannot ship hardware. You can request up to 10 VMs in a single submission. Fill in these fields:
| Field | What it does |
|---|---|
| Device Type | Set this to “Virtual Machine”. |
| Number of VMs | How many you need, from 1 to 10. |
| VM Names | A unique name for each VM (for example, “US East” or “NYC HQ”) so you can tell them apart later. |
| VM Type | The output format for the client’s hypervisor: VMware (OVA), VirtualBox (OVA), QEMU/KVM (QCOW2), Azure (VHD), AWS (AMI), GCP (raw.tar.gz), or Hyper-V (.vhdx). Match this to what the client actually runs. |
| Static IP (optional) | A fixed address, gateway, and DNS for each VM, for sites with no DHCP. Leave it blank to use DHCP (the default). ARROW bakes the address into the image. See Static IP Addressing. |
| VMware compatibility (optional) | Shown only for VMware VMs. Sets the maximum hardware version of the delivered OVA. Leave it at Default unless the target ESXi or vSphere host is older and rejects newer versions (for example, ESXi 6.7 supports up to vmx-15). A lower version imports on older hosts. |
| Client | The client this engagement is for. |
| Request Period | The start and end dates of your engagement. |
| Images | The VM images to include in the App Library. |
| Consultants | The team members assigned to the engagement. |
The New Device Request dialog with Device Type set to Virtual Machine, showing VM type and delivery options
The New Device Request dialog with Device Type set to Virtual Machine, showing VM type and delivery options
After you submit, the request goes into the queue. Once approved, VM imaging starts automatically, the status moves to “fulfilled” when the images are ready, and download links appear in the portal.
Tracking Your Requests
Section titled “Tracking Your Requests”Every request lives in the Device Requests table, and each row is a quick read on where things stand. You will see the request type (with an icon for physical versus virtual), the client, who requested it, the assigned consultants, the created, start, and end dates, the delivery location (blank for VMs), and the current status. The Actions menu on the right holds per-request options, and fulfilled VM requests get a VM download button right there in the row.
The per-request Actions menu, with View Details and Contact Support
The per-request Actions menu, with View Details and Contact Support
Status tells you what stage a request is in:
| Status | What it means |
|---|---|
| Pending | Submitted and waiting for approval. |
| Approved | Approved; your device is being prepared. |
| Shipping | Label created, device ready for pickup. |
| In Transit | The device is with the carrier. |
| On-Site | The physical device has been delivered and is operational. |
| Fulfilled | The device is delivered, or the VM is ready to download. |
In short, a request moves from submission into the queue for approval. Once approved, a physical device is prepared, labeled, and shipped to the client, while a virtual appliance is imaged and made available for download. Either way, the request is marked fulfilled once the device lands on-site or the VM is ready.
Getting to Tracking and Downloads
Section titled “Getting to Tracking and Downloads”For physical devices, tracking is in two places. Open the request from the Device Requests page to see the tracking number and carrier link, and you will also get an email with the tracking details the moment it ships.
For virtual machines, once a request is fulfilled you can download from either the request details or the Devices page. On the Devices page, each VM card shows a VM Image row with Download and Copy URL buttons as soon as the image is ready.
A virtual machine device card with the Download and Copy URL actions for the VM image
A virtual machine device card with the Download and Copy URL actions for the VM image
Managing Active Requests
Section titled “Managing Active Requests”Project timelines move, and the request follows. To change dates, go to the Devices page, open the […] menu on your device, and choose Edit Request Details. From there you can adjust the start or end dates and save. The same dialog lets you update the assigned consultants, opportunity number, and notes.
The Edit Device Request Details dialog, where you adjust the engagement dates, consultants, opportunity number, and notes
The Edit Device Request Details dialog, where you adjust the engagement dates, consultants, opportunity number, and notes
The Long-term deployment toggle in this dialog is worth knowing about. Turn it on when a device stays on site indefinitely, such as for recurring quarterly testing. The end date becomes optional, the device drops out of return reminders, and standard billing still applies.
To cancel a pending request, contact VTEM Labs support. Once a device has shipped, cancellation may not be possible.
Common Scenarios
Section titled “Common Scenarios”Several devices for one engagement. Physical devices are one per request, so submit a separate request for each. Virtual appliances are different: request up to 10 VMs in one submission.
The delivery location changes. If the device has not shipped yet, update the request details or contact support to redirect it.
You need it fast. For anything inside the 72-hour window before your start date, contact VTEM Labs support directly. Be ready for expedited shipping charges, and keep in mind that turnaround depends on current device inventory.
Related Documentation
Section titled “Related Documentation”Hardware Specifications:
- ARROW Device - Full specifications, setup, and connectivity guide
- OBSIDIAN Device - Full specifications, setup, and connectivity guide
Portal & Management:
- Device Management - Manage provisioned devices and settings
- Device Shipments - Track shipments and delivery status
- ARROW Manager Overview - Device management interface
- VPN Management - Configure VPN access for devices