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Proxar · UK expertise
Cloud infrastructure support
A cloud application can fail even when the provider reports that its platform is available. We help investigate the infrastructure behind the problem and work out which team needs to act.
For staff needing help using cloud applications, rather than infrastructure-level assistance, see cloud computing support.
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Start with the problem your business is seeing
Tell us what has stopped working, who is affected and what changed before it happened. An error message and a useful timeline can be more helpful at the start than a general request to check the cloud.
We establish the resources and infrastructure layers covered by the support arrangement. Identity, networking, storage and operating systems can all affect an application, but they may not all have the same owner. Knowing where our access and responsibility end helps get the right specialists involved sooner.
Follow the dependencies, not just the dashboard
A healthy platform status does not prove that a particular workload is usable. Equally, an application error does not establish that the hosting platform has failed. Investigation needs to follow the affected connection and the evidence available in your environment.
That may involve your technical team, an application vendor or the cloud provider. Keep the findings and next action clear so the incident does not become a sequence of disconnected supplier conversations.
Support adviser helping with a cloud application · Illustrative image
Diagnosis and permission to change are different things
Finding a likely cause does not automatically authorise a configuration change. We agree who can approve work, which actions are permitted and what checks are needed afterwards.
Some incidents lead to a recommendation rather than an immediate fix: an application update, extra capacity or a larger design change may need a separate decision. The support process should make that next step clear, including who owns it.
Connect support to the ongoing care of the environment
Incident support provides help when there is a technical problem. Cloud management covers agreed administration over time, while cloud monitoring supplies health information and alerts.
They can complement one another, but a support arrangement should not leave you guessing whether monitoring, recurring maintenance or a redesign is included. We work through the layers covered, service hours and escalation routes before you need to rely on them during an incident.
Client experience
What our clients say
“I’ve worked with Proxar for a number of years and have always found them to be honest, knowledgeable and informative.”
Before you decide
Your questions, answered
Is this the right service for staff using Microsoft 365?
This page is about infrastructure-level assistance for technical environments. Day-to-day user problems with cloud applications belong under the relevant helpdesk arrangement. The routes can work together when a staff problem turns out to have an infrastructure cause, but the initial contact and responsibilities should be clear.
Can you help while we keep our existing cloud provider?
The proposed support depends on the technology, access and commercial arrangements, not an automatic requirement to change provider. We review the environment and the responsibilities your provider retains. Some incidents will require its support team to investigate the layers only it can access.
Does a support request include a redesign?
No. Investigating an incident may reveal a need for design or migration work, but that needs a separate plan and approval. We distinguish the steps needed to investigate or restore a service from a broader project, so neither your team nor ours assumes an open-ended change is authorised.
What information helps when reporting an incident?
Describe the affected application or resource, the business impact, when the problem began and any recent changes. Include relevant errors without sending passwords or secrets. We also need an authorised contact and an understood route to the teams that own any dependent applications or connections.
Your next step
Need a clearer route through a cloud incident?
Tell us which platforms you run and where your current support arrangements leave gaps. We will help establish the technical help, access and supplier coordination your environment needs.