New Tenant Creation with Custom Foundation Builds and Console Customization: Submission and Fulfillment Process

If you need to add a custom device model to your Foundation Builds or customize your Esper console during tenant setup, you'll need to submit a request to Esper. This article explains how to request these changes and what to expect during fulfillment.

Before you begin

Foundation Builds are device-model-specific OS configurations. Not all device models are available in every tenant by default. Console customizations—such as removing the Support button—require backend configuration changes that aren't available as self-service options in the Esper Console.

Common requests include:

Adding a specific device model (for example, GC26) to your tenant's supported Foundation Builds
Removing or hiding console UI elements like the Support button
Other tenant-level customizations

How to submit a request for custom Foundation Builds or console customization

Contact Esper Support and describe your request. Include:
- The specific device model you want to add (for example, GC26)
- Any console customizations you need (for example, removing the Support button)
- Whether this is for a new tenant or an existing one
Provide any relevant device serial numbers or model identifiers.
Submit your request through the Esper Support portal at https://help.esper.io/hc/en-us/requests/new.

What happens after you submit your request

When you submit a request for custom Foundation Builds or console customization:

Esper Support acknowledges your request and reviews it with our Engineering and Provisioning teams.
If this is for a new tenant, Esper creates your tenant and sends you an invite link.
Our Engineering team works to add your custom device model to the supported Foundation Builds for your tenant.
Our Provisioning team applies any console-level customizations you requested.
You'll receive a follow-up notification once both your tenant and customizations are ready. Typical fulfillment time is a few business days, but Esper Support will provide you with a specific timeline.

After your request is fulfilled

Once Esper notifies you that your request is complete:

Check your email for your tenant invite link (if you don't see it, verify it didn't go to spam).
Log in to the Esper Console and navigate to Devices & Groups → Foundation Builds to confirm your custom device model appears in the available builds.
Verify that any console customizations (for example, the Support button removal) are in place.
If you don't see the expected changes, contact Esper Support with details about what's missing.

Troubleshooting

You didn't receive your tenant invite link

Check your spam or junk email folder.
Verify the email address on file with Esper Support is correct.
Ask your IT department to check if the invite was blocked by your organization's email security policies.
Contact Esper Support to request a re-send of your invite.

Your custom device model doesn't appear in Foundation Builds

Wait a few minutes and refresh the Esper Console.
Clear your browser cache and log out, then log back in.
If the device model still doesn't appear, contact Esper Support with your tenant name and the device model you're looking for.

Console customizations aren't applied

Refresh your browser or log out and back in to the Esper Console.
If the customizations still don't appear, contact Esper Support to verify the request was completed.

Your device model isn't recognized as supported

If your requested device model requires certification or qualification by Esper, our Engineering team will assess feasibility and provide you with a revised timeline or alternatives.

Still need help?

If your request hasn't been fulfilled within the stated timeframe, or if you encounter issues after fulfillment, contact Esper Support. Provide your tenant name, the device model or customization you requested, and any relevant error messages or screenshots.