Device Requests

Overview

The ARROW Device Requests system enables you to request physical devices and virtual appliances for your engagements. This guide walks you through the entire process from adding clients to tracking your requests.

What You Can Request

• Physical Hardware Devices: Custom Linux-based computers with cellular failover and VPN connectivity
• Virtual Appliances: Downloadable VM images (OVA, QCOW2) for various virtualization platforms
• Wireless Testing Equipment: Optional ALFA wireless cards for wireless penetration testing

Export Compliance

All device requests are subject to U.S. export control regulations and VTEM Labs’ export policies. Certain countries may require additional review or may be prohibited from receiving ARROW products. Contact support for details on country-specific restrictions and compliance requirements.

Important Requests to restricted countries may incur legal review fees and extended processing times.

Prerequisites

Adding Clients

Before requesting a device, you must add your client to the ARROW platform.

Step 1: Navigate to the Clients tab in the sidebar.

Step 2: Click the + Add Client button.

Adding a client to ARROW

Step 3: Fill in the client details:

• Company name and industry
• Logo (optional, for visual identification in the portal)
• Primary contact information

Step 4: Click Save to create the client.

Note Only Admins and Managers can manage clients in the ARROW platform.

Adding Locations

Each client can have multiple delivery locations. This is useful when devices need to be shipped to different offices or project sites.

Step 1: Open the client record and navigate to Locations.

Step 2: Click + Add Location and enter:

• Location name (e.g., “NYC Headquarters”, “Chicago Branch”)
• Full shipping address
• Contact information for the location

Adding Points of Contact

Accurate contact information ensures smooth delivery of your devices.

Important Provide accurate contact information in the Points of Contact section. This is required by UPS and FedEx for certain delivery methods and locations (e.g., international shipments). Failure to provide this data may result in shipping delays, request rejection, or a device replacement fee.

PoC Dialog Window

Creating a Device Request

Navigate to the Device Requests tab in the sidebar and click + New Request.

Physical Device Requests

When requesting physical devices, you can request one device per submission.

Required Fields:

Field	Description
Device Type	Select “Physical Device”
Device Specification	ARROW or OBSIDIAN
Include Wireless Card	Whether to include an ALFA wireless card
Client	Select from your added clients
Delivery Location	Select the shipping destination
Request Period	Start and end dates for your engagement
Images	VM images to include in the App Library
Consultants	Team members assigned to the engagement

Which device should I choose?

• ARROW - Full-featured device with 16GB RAM, 512GB storage, dual ethernet, and active cooling. Best for extended deployments.
• OBSIDIAN - Ultra-compact fanless device with 8GB RAM, 256GB storage. Best for discrete/portable use.

See the complete specifications and comparison to help you decide.

Optional Fields:

Field	Description
Opportunity Number	Your internal project tracking reference
Notes	Special instructions or requirements for VTEM Labs

Important Physical device requests must be submitted at least 72 business hours prior to the project start date. Last-minute requests may incur an additional $100 logistics charge for Next Day Air Early delivery. Last-minute device requests made after 1 PM Eastern will ship the next business day (no exceptions).

Requesting a Physical ARROW Device

What Happens After Submission:

1. Your request enters the VTEM Labs queue
2. Once approved, your device is prepared and configured
3. Shipping labels are generated and the device is packaged
4. You receive an email with tracking information
5. Tracking is also available in the Device Request page

Virtual Appliance Requests

Virtual appliances are ideal when physical shipping isn’t possible. You can request up to 10 VMs per submission.

Required Fields:

Field	Description
Device Type	Select “Virtual Machine”
Number of VMs	How many virtual machines you need (1-10)
VM Names	Unique name for each VM (e.g., “US East”, “NYC HQ”)
VM Type	VMware (OVA), VirtualBox (OVA), or QEMU/KVM (QCOW2)
Client	Select from your added clients
Request Period	Start and end dates for your engagement
Images	VM images to include in the App Library
Consultants	Team members assigned to the engagement

Requesting a Virtual Appliance

What Happens After Submission:

1. Your request enters the VTEM Labs queue
2. Once approved, VM imaging begins automatically
3. Status changes to “fulfilled” when VMs are ready
4. Download links become available in the portal

Tracking Your Requests

Viewing Request Status

All your device requests appear in the Device Requests page. Each request shows:

• Request status (pending, approved, fulfilled, etc.)
• Client and location information
• Request dates
• Assigned consultants
• Tracking information (for physical devices)

Understanding Status Indicators

Status	What It Means
Pending	Request submitted, awaiting approval
Approved	Request approved, device being prepared
Shipping	Label created, device ready for pickup
In Transit	Device is with the carrier
Fulfilled	Device delivered or VM ready for download

Request Lifecycle Workflow

The following diagram illustrates the complete request lifecycle from submission to fulfillment:

flowchart TD
    subgraph Submission
        A[Submit Request] --> B{Request Type}
    end

    subgraph Review
        B -->|Physical Device| C[Pending Approval]
        B -->|Virtual Appliance| C
        C --> D{Approved?}
        D -->|No| E[Request Rejected]
    end

    subgraph Physical["Physical Device Flow"]
        D -->|Yes - Physical| F[Device Preparation]
        F --> G[Shipping Label Created]
        G --> H[In Transit]
        H --> I[Delivered]
    end

    subgraph Virtual["Virtual Appliance Flow"]
        D -->|Yes - Virtual| J[VM Imaging]
        J --> K[Ready for Download]
    end

    I --> L[Fulfilled]
    K --> L

    style A fill:#4f46e5,color:#fff
    style L fill:#22c55e,color:#fff
    style E fill:#ef4444,color:#fff

Workflow Summary:

1. Submission: User submits a device request (physical or virtual)
2. Review: Request enters the VTEM Labs queue for approval
3. Preparation: Once approved, device preparation or VM imaging begins
4. Delivery/Access: Physical devices ship via carrier; virtual appliances become available for download
5. Fulfillment: Request marked complete when device is delivered or VM is ready

Accessing Tracking Information

For physical devices, tracking information is available in two places:

From Device Requests:

1. Navigate to Device Requests
2. Click on the request to open details
3. View tracking number and carrier link

From Email:

• You’ll receive an email with tracking details when the device ships

Downloading Virtual Machines

Once your VM request is fulfilled, download links are available in two locations:

From Device Request Details:

Virtual Appliance Download - Device Requests > Device Request Details

From the Devices Page:

Virtual Appliance Download - Devices View

Managing Active Requests

Extending or Shortening Dates

If your project timeline changes, you can adjust the request dates at any time.

Step 1: Navigate to the Devices page.

Step 2: Find your device and click the […] menu.

Step 3: Select Edit Request Details.

Step 4: Update the start or end dates as needed.

Changing Request Dates

Editing Request Details

You can also update:

• Assigned consultants
• Opportunity number
• Notes

Canceling Requests

To cancel a pending request, contact the VTEM Labs support team. Once a device has been shipped, cancellation may not be possible.

Common Scenarios

Multiple Devices for One Engagement

Submit separate physical device requests for each device needed. For virtual appliances, you can request up to 10 VMs in a single submission.

Changing Delivery Location

If the delivery location changes before shipping, update the request details or contact support.

Rush Requests

For urgent requests within 72 hours of the engagement start:

• Contact VTEM Labs support directly
• Be prepared for potential expedited shipping charges
• Note that availability depends on device inventory

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