Requesting support for a new model

If the model you need isn't in Brands & Models or Supported Devices, open a support ticket and ask for it. See Tickets for how to raise one from the portal.

What to include

The more of this you can supply, the faster a model can be added:

• Exact manufacturer and model name, as printed on the device or shown in its own management interface — not the marketing series name.
• Firmware version currently installed.
• How the device is reached — is it on a customer LAN, or managed in a vendor cloud? If it has a vendor cloud, name the platform.
• Which management interfaces it exposes — a web UI, SNMP, a REST API, PJLink, Telnet, or a vendor SDK. Links to the manufacturer's protocol or API documentation help most of all.
• What you need from it — the specific telemetry (power state, lamp hours, temperature, input source) and any commands you need to send.
• How many units you manage, and at which customers.

What happens next

Requests are assessed on the interfaces the device exposes and how widely the model is deployed across our customers. A model with documented SNMP or REST access is quicker to support than one with a closed, undocumented protocol.

If you have a unit available on a reachable network, say so in the ticket — access to a live device during development shortens the work considerably.

In the meantime

A device with no driver of its own can still be tracked in the portal as an Asset, so it appears in your inventory, carries contracts and files, and shows up in reports — just without live telemetry. See Bulk Add Assets.