A clear, predictable consultation process
From your first message to written findings, you always know what happens next, what's included and what it costs.
Six steps, no surprises
You submit an inquiry
Use the contact form to tell us what's happening, which service you think you need and when you'd ideally like to meet. A rough description is fine at this stage.
We understand the issue
We reply within one business day with any questions we need answered to understand the problem, the environment and what a good outcome looks like for you.
We agree scope and pricing
We propose a clear scope: what's included, what isn't, the expected deliverables and the price. Nothing starts until you've agreed it in writing.
You schedule the consultation
Pick a time that suits your team, including around a maintenance window or across time zones. We'll confirm the meeting link and anything to prepare.
Remote technical guidance
We work through the issue together over a video call. Your team shares a screen and operates your systems while we guide, analyse and explain.
Written findings
Where included in the agreed service, you receive a written summary of findings, recommendations and next steps that your team can refer back to.
Guidance, not remote control
Booking a consultation does not give shieldlayer Security access to your production devices. Our work is guidance-oriented: your team keeps hands on the keyboard.
shieldlayer Security provides remote technical consultation and guidance within the agreed service scope. Customers retain control of their infrastructure and production environments. Any additional access or activity requires separate explicit authorization.
What to have ready
- A short description of the symptoms and when they started
- BIG-IP version and the modules involved (for F5 work)
- Relevant configuration snippets, logs or packet captures, sanitised first
- Anyone from your team who needs to attend, such as the application owner
- Access to your own systems so your team can make or test changes
Please remove passwords, private keys and customer personal data from anything you share. We're happy to sign a mutual NDA before you send sensitive information.
Setting expectations honestly
Not every issue ends in one session
Many problems can be resolved or clearly diagnosed in one session. Some need more evidence, a change window or a follow-up. We'll tell you where things stand at the end of every session.
Across time zones
We work with customers in India and internationally, and arrange sessions at times that work for your team, including outside your normal business hours where agreed.
Deliverables agreed upfront
Whether you receive a session summary, an upgrade checklist, an RCA or a review report depends on the agreed scope, and is confirmed before you book.
Ready to start with step one?
Send us a short description of your issue. We'll come back with questions, a proposed scope and a quote.