Help staff complete everyday work across devices, Microsoft 365 and shared information, with connected troubleshooting and clear access approvals.
Proxar · UK expertise
Cloud computing support for your people
Cannot sign in, open a shared file or use an online application? Your staff need somewhere to ask for help, not a lesson in which supplier owns each part. We start with what they are trying to do and investigate the systems behind it.
Technology partnerships
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We help you choose and look after the technology your team uses every day.
Find out who is affected and what has stopped working
The cloud is down can mean one person cannot open a document or an entire office has lost access. Understanding the task, the people affected and the time it began helps narrow the investigation.
Staff do not need to identify the cause before reporting a problem. An error message and the steps leading to it are useful, provided they do not include passwords or sensitive information. We agree the applications and users covered, the reporting route and when help is available.
Look beyond the application’s status page
Permissions, sign-in settings, a browser, a managed device or the office connection may prevent access even when the provider’s service is available. The investigation needs an appropriate way to check those dependencies.
Changing access still requires the right identity and approval checks. A request to get someone working quickly should not become a reason to grant permissions without the business owner’s authorisation.
Professional providing cloud computing support by video call · Illustrative image
Keep the next step clear when a supplier needs to help
Some faults belong with the application provider or an infrastructure team. The service needs to identify who opens the case, passes on useful findings and keeps the user informed.
A workaround can be helpful, but it needs to suit the information involved. Restoring access through an unapproved personal account or another unmanaged route can create a different problem. Any temporary way of working needs an appropriate decision and a plan to return to the supported arrangement.
Stop treating a recurring fault as a new mystery
Repeated sign-in or application incidents may point to a configuration issue beyond the individual request. Record the pattern and give the follow-up an owner, including any separate change or supplier investigation needed.
For infrastructure-level incidents involving your technical team, see cloud support. Remote helpdesk and support covers the wider staff-assistance route. Keeping those services connected lets the user’s problem reach the right specialists without losing its context.
Client experience
What our clients say
“The team are responsive, efficient and very friendly – no query too small and yet also able to handle more complex issues and provide appropriate solutions.”
Before you decide
Your questions, answered
Can you help with every cloud application?
Coverage is agreed by application and task. Some products require specialist publisher support or administrative access that your organisation does not hold. We identify those boundaries and the route to the supplier, so the user has a clear starting point even when another team needs to complete the investigation.
How is this different from cloud infrastructure support?
This service starts with staff using online applications: access, shared information and everyday working problems. Infrastructure support concerns the platforms and technical resources behind services. A user incident may cross into that work, but the assistance routes and responsibilities should be defined rather than treated as identical.
Do users have to prove the cloud provider is at fault?
No. A useful report describes what they cannot do, who is affected and when it began. The support process can then consider the account, device, connection and application. Asking staff to diagnose the supplier boundary first would make it harder to get the investigation started.
What happens while we wait for an application supplier?
The agreed process should identify who follows the case and updates the user. Any available workaround needs to be appropriate for the business information and approved where required. The support team should also keep the eventual follow-up visible, rather than let a temporary fix become an unexplained permanent way of working.
Your next step
Which online applications cause the most support calls?
Tell us what your staff use and where they lose time with access or recurring faults. We will help you plan a clear helpdesk route and the supplier handovers needed to keep the investigation moving.