Managed Services Support Center

Your single destination for Managed Services support, for customers and those exploring our end-to-end managed experiences. From Meraki Managed Services to Managed Cloud Calling and Managed Firewall, learn how to reach us, raise a ticket, or explore our support ecosystem.

How This Support Center Helps

We designed this centre for both existing and prospective customers. If you're evaluating our managed services, this page helps you understand our support commitment. If you're already onboarded, it's your go-to space for tickets, escalations, and FAQs.

Quick Access

How to Raise a Ticket

Escalation Matrix

Customer Service Portal

Meraki Managed Services

Managed Cloud Calling

Proactive Managed Firewall

FAQs

For New Visitors

If you're exploring our Managed Services portfolio, this is how we operate:

  • Unified Support Model: A single service desk covering network, collaboration, and security operations.
  • Named Ownership: Every ticket is owned by a designated engineer and governed by SLAs.
  • Transparency: You can view progress, escalation stages, and closure timelines via the Customer Service Portal.
  • Outcome-driven: We move beyond devices to deliver measurable service outcomes.

To learn more about these services before onboarding, write to [email protected] or visit our service pages.

For Our Existing Customers - Raise a Ticket

Choose the channel that works best for you. For the fastest experience, use the Customer Service Portal.

Customer Service Portal

Log in to submit and track requests in real time.

Portal

Email

Email us (using your onboarding email) with your service name in the subject. You’ll receive an eForm. Once submitted, we verify entitlement and assign it to the right team.

Phone (Voice Call)

Call the service desk number provided during onboarding. Keep your contract number or company name ready.

Webhook-based Alerts

If your systems generate automated incidents, ensure your webhook integration is enabled and mapped to your account.

Tip: When raising a ticket, include the affected site or network, the observed impact, time of first occurrence, any recent change, screenshots or logs, and your preferred contact window.

Escalation Matrix

If an issue needs urgent attention, follow the sequence below. Always include the ticket ID and the service name.

1
Duty Manager: [email protected]
2
Program Manager: [email protected]
3
Services Head: [email protected]

Use Level 1 first. If you do not receive a timely response, move to the next level with the full ticket history.

Meraki Managed Services

Overview for Visitors: Proactive's Meraki Managed Services remove the complexity of managing your cloud network. You retain full control while we handle deployment, monitoring, automation, and change management from our 24x7 NOC.

When to contact us:

Connectivity issues, site outages, AP or switch performance degradation, configuration changes, policy updates, or visibility queries.

What to include in your ticket:

  • Organisation and Network names in Meraki
  • Device identifiers where relevant
  • Site or branch, and the user segment affected
  • Timestamp and any recent changes
  • Screenshots from the Meraki dashboard if available

Typical requests:

  • SSID or VLAN changes
  • Traffic shaping or content policy updates
  • Device replacement coordination
  • Health checks or configuration reviews

Managed Cloud Calling

Overview for Visitors: Our Managed Cloud Calling service, powered by Cisco Webex, simplifies enterprise telephony. We deliver secure, cloud-hosted calling with 24x7 management, user provisioning, and SLA-backed uptime.

When to contact us:

Call quality issues, provisioning changes, user onboarding or offboarding, extension moves, emergency call routing checks, or device registration problems.

What to include in your ticket:

  • Tenant or site name and user details
  • Call samples with timestamps and numbers dialled
  • Endpoint type and registration status
  • Recent changes in network, SBC, or dial plan

Typical requests:

  • New user or site onboarding
  • Hunt group or auto-attendant updates
  • Number assignment changes
  • Policy and compliance checks

Proactive Managed Firewall

Overview for Visitors: Proactive Managed Firewall, powered by Cisco, ensures your perimeter defences are continuously updated, compliant, and validated. We provide managed rule changes, incident response, RCA reviews, and performance monitoring.

When to contact us:

Access issues, policy change requests, performance or stability concerns, high CPU or memory alerts, or incident response support.

What to include in your ticket:

  • Device identifiers and location
  • Source and destination details and the specific application or port
  • Required change window and rollback preference
  • Logs or screenshots showing the current behaviour

Typical requests:

  • Rule additions or updates
  • NAT or VPN configuration changes
  • Security policy tuning
  • Post-incident reviews

Customer Service Portal

Gain complete visibility of your tickets across services in one place.

For New Customers: Registration details are shared during onboarding.

For Existing Customers: Sign in to raise, track, and update tickets. Use the same account to view history and communications.

Portal Benefits: Real-time ticket status, SLA clocks, comments in one thread, attachments, and clear ownership.

Frequently Asked Questions

I am exploring Managed Services. Can I connect with your team before onboarding?
Yes. Use the Contact Us form on our main website or email [email protected]. Our Managed Services experts will schedule a consultation and guide you through service options.
How do I open my first ticket?
Use the Customer Service Portal. If you are new, check your onboarding email for registration details. If you cannot find it, contact the Duty Manager with your company name and service details to get access.
How quickly will my ticket be acknowledged?
You will receive an automated acknowledgment with a ticket ID. Response and resolution timelines follow the terms in your contract or statement of work. You can monitor progress in the portal.
What details should I include when raising a ticket?
State the service name, affected site or user group, impact and urgency, timestamp, recent changes, and any evidence such as logs, call samples, or dashboard screenshots. Include a reachable contact and preferred window for troubleshooting.
What is the difference between Managed Services and SmartNet support?
Managed Services covers day-to-day operations, monitoring, change requests, and coordinated support delivered by Proactive for your environment. SmartNet is OEM support for Cisco hardware and software. Use Managed Services for operational tasks and changes. Use SmartNet for OEM entitlement cases such as RMAs and software defects. Your Proactive team can guide you on the right path for each case.
Can I raise tickets by email or phone instead of the portal?
Yes. Email and phone are available through the contact details shared during onboarding. The portal remains the recommended method because it provides better tracking and transparency.

Quick Contact and Feedback

If you're evaluating our Managed Services, need support, or want to share your feedback, email us.

Existing Customers
[email protected] New Customers
[email protected]

For urgent issues, use the Escalation Matrix.