This kit is your quick-start guide — what you've invested in, why it matters, how to get support, and what comes next.
You didn't just buy a product. You invested in a partnership. Here's what that means.
We recommended this solution because it's the right fit for YOUR requirements — not because of vendor margins. Our advisory is built on 25 years of putting the customer first.
We use a zero-touch deployment methodology. Your solution has been pre-configured and tested in our lab before it reaches you. Your investment starts working from the day it's delivered.
30-day hypercare post go-live, scheduled health checks at 30/60/90 days, and a dedicated support team that knows your environment. You're never alone.
A clear summary of your investment — product, licensing, support coverage, and key dates. Keep this as your reference.
Your investment wasn't a random purchase — it was a strategic decision to close specific security gaps. Here's the before and after.
Every gap above was a risk — to your data, your compliance posture, and your business continuity. This investment doesn't just add a product to your rack — it closes measurable security and compliance gaps that were previously exposing your organisation.
Here's what happens between now and when your solution is fully operational and tuned. We handle the heavy lifting — you provide the data and approvals.
Your current investment is a strong foundation. Here's how to build on it — each step strengthens your security posture and maximises ROI.
Two support channels work in parallel — Raksha for advisory and implementation support, the OEM for product-level technical issues. Know when to call whom.
Your first call for anything related to configuration, integration, policy changes, performance issues, and deployment questions.
How to Log a Ticket:
1. Email support@raksha.co.in with subject: [Company] - [Priority] - [Brief Issue]
2. Include: product name, error screenshot, steps to reproduce, impact
3. You'll receive a ticket ID within 30 minutes
4. Track status via the support portal or reply to the ticket email
For product bugs, firmware issues, hardware failures, and deep technical troubleshooting that requires vendor engineering.
How to Raise an OEM Case:
1. Log in to the vendor support portal
2. Select "Create New Case" → Product → Serial Number
3. Describe the issue, attach tech-support file / logs
4. Select severity (S1 = production down, S2 = degraded, S3 = minor, S4 = question)
5. Note the case number and share with Raksha for co-tracking
Call Raksha first for anything configuration, policy, or integration related — we know your environment. Call OEM for product bugs, hardware failures, or when Raksha has already triaged and determined it's a product-level issue. For critical issues, we'll often open the OEM case on your behalf and manage it jointly.
If standard support doesn't resolve your issue within SLA, here's exactly who to contact and when. We believe in transparency — these are real people, not call centres.
Never miss a renewal, warranty expiry, or review date. We'll remind you — but keep this for your records.
Raksha proactively sends renewal reminders 90 and 60 days before any expiry. But we recommend adding these dates to your own calendar as a backup. Lapsed support contracts can mean no coverage when you need it most.
Simple rules to protect your investment and keep your security posture strong.
✓ Keep firmware updated — we'll advise on recommended versions
✓ Back up configs before making any changes
✓ Review logs and dashboards weekly — don't set and forget
✓ Follow change management for all policy modifications
✓ Test backup restore procedures quarterly
✓ Report issues early — small problems are easier to fix
✓ Attend the scheduled health check reviews
✓ Keep support contract current — renewal lapses create gaps
✓ Document any changes your team makes post-handover
✗ Don't update firmware without checking with Raksha or OEM first
✗ Don't disable security features to "fix" connectivity issues
✗ Don't share admin credentials via email — use a password vault
✗ Don't ignore alerts — investigate or escalate, never dismiss
✗ Don't make production changes without a tested rollback plan
✗ Don't let support contracts lapse — you lose update access and TAC
✗ Don't bypass change management for "quick fixes"
✗ Don't assume "it's working fine" = "it's secure" — schedule reviews
✗ Don't forget to rotate admin passwords regularly
These documents will be handed over during the project. Keep them accessible — they're your operational reference.
☐ Solution Architecture Document (HLD)
☐ Low-Level Design (LLD) with IP allocations
☐ Network topology diagram (before & after)
☐ HA design and failover procedure
☐ Integration architecture (SIEM, ticketing, NMS)
☐ Golden config backup (export file)
☐ Policy and rule logic documentation
☐ Operational runbook (day-to-day guide)
☐ Troubleshooting guide (common issues)
☐ Admin credential handover (via vault)
☐ Test results / validation report
☐ UAT acceptance sign-off
☐ Compliance mapping document
☐ Performance baseline report
☐ Vulnerability scan results (post-deploy)
☐ Project closure report
☐ Training attendance & session recording
☐ Vendor support portal credentials
☐ License & warranty certificates
☐ This Welcome Kit (your copy)
This isn't a transaction — it's a relationship. Reach out anytime, for any reason.
Raksha Technologies — 25 Years of Trust. Vendor-Neutral. Customer-First.
Customer Welcome Kit v1.0