Hello Grant, (@SIR)
Peplink operates (as do many manufacturers & vendors nowadays) with a decentralised support model focused on empowering the Peplink Partners to support the customer (our business is one of these Peplink Partners). Primary support and contact should always be with your supply point (who you brought the solution from).
If you are not getting the support you need, then feel free to send Peplink an email or raise a support ticket and let them know where you got the solution from, include in your email/ticket the serial number of the device(s), so they can track the device through the supply chain and work out how best to support you.
There are some Peplink Partners that have the authority to sell online from their own hosted company domains; these Peplink Partners should be fully supporting you. Be aware of any online sales through places like eBay and Amazon or other online selling platforms, then you need to contact that platform for your solution support (best of luck in that endeavour). If you are buying second-hand equipment, then the forum (as with most vendors now) is the place to find information and get you to support.
It is fair to say that when you buy a solution that only has a small margin in it for the partner (be that any vendor), they will not be as incentivised to give you hours of support for the solution.
Drawings are reserved for Peplink Partners; your authorised local Peplink Partner can get you a copy of a drawing for the model(s) you have brought; Peplink does this to help protect the designs and efforts of the local Peplink Partners in developing their local markets.
Happy to Help,
Marcus 