Connect. Secure. Manage.
Third-Line Network Support
Give your internal IT team specialist Cisco and Meraki escalation support for problems that need deeper protocol analysis or complex configuration review.
Devices supported
across the UK
Client locations
supported
Traffic handled
at peak time
Average
response time
Average response is not a resolution time or a contractual guarantee. Support scope and response commitments are agreed for each engagement.
Third-line network support gives your technical team experienced assistance when an incident or design question has moved beyond routine checks. MCI works on Cisco and Meraki escalations that need deeper analysis, a second engineering perspective or coordination across several technical boundaries. We build on the work already completed rather than restart every case with a generic checklist.
This service suits internal IT teams, service desks and organisations with capable generalists who need specialist networking depth for particular problems. Your team can retain day-to-day ownership while we take responsibility for an agreed investigation or technical workstream.
A clear requirement
Turn the business need into a practical network scope with visible dependencies.
A controlled delivery
Plan implementation, testing and rollback before production changes begin.
A supportable result
Leave useful records, ownership and escalation routes behind.
Make the handover useful
A strong escalation explains the symptom, business impact, affected path and tests already performed. Relevant timestamps, device details and the difference between working and failing examples help prevent duplicated effort.
We review the evidence and identify what it actually establishes. A failed test may rule out one theory without proving another, so conclusions need to remain proportionate to the observations.
Where records are incomplete, we agree the additional information needed. The objective is not to criticise the initial response; it is to get the case into a form where specialist work can move it forward.
Standards & partnerships
Confidence in the team behind your network.
Cisco Partner
Cisco Meraki
Cyber Essentials
Cyber Essentials PlusMCI Network Services is operated by Proxar Ltd. Certifications apply to the certified legal entity and the scope of its certificates. View accreditation information
Turn competing theories into testable questions
Complex incidents often accumulate plausible explanations. We organise those theories around the affected traffic path and choose tests that distinguish between them.
This may involve routing behaviour, segmentation, wireless authentication, security policies or interactions between providers. The scope follows the environment rather than a fixed promise to inspect every device.
When packet-level evidence is necessary, packet analysis can be included with a defined capture purpose and handling arrangement. We do not collect large volumes of traffic without considering whether the result will answer a useful question.
A useful starting point
Tell us what is happening.
A short description of the problem is enough for an initial discussion.
Work within your incident and change process
Your organisation may already have an incident manager, service desk and established communication rules. We agree how our engineering findings feed into that process and who is responsible for updates to users or customers.
Production changes still require authority. The escalation arrangement should identify who approves an intervention, whether a maintenance window is necessary and how to validate the result.
For suppliers supporting their own clients, the relationship and communication boundaries must be explicit. We do not imply that a behind-the-scenes service model, branding arrangement or client access right exists unless it has been agreed.
Different environments. The same care.
Built around the work
your network supports.
Finance, banking and the wider private sector. We start with the systems and people that depend on your connections.
Finance & banking
Market-data paths, routing and provider coordination on clients’ behalf.
Financial-market services ↗Offices & multi-site teams
Reliable access between people, workplaces and business applications.
Office network design ↗Data centres & cloud
Network boundaries, workload connections and operational ownership.
Data centre networks ↗Coordinate specialist and manufacturer input
An investigation can reach a point where platform-specific manufacturer assistance is appropriate. We help produce a clear account of the environment, observed behaviour and evidence so that the escalation is technically useful.
The relevant organisation remains responsible for its manufacturer entitlement and case access unless an alternative arrangement is agreed. We cannot create a vendor support obligation simply by participating in the investigation.
Where an application, circuit or security team controls another part of the service, we clarify the handoff and test requirements. The aim is to reduce repeated supplier exchanges, not claim ownership of systems outside the support scope.
Leave your team with more than a fix
A good escalation should improve the next response. We document the reasoning behind the resolution, the limitations of any workaround and the observations that proved most useful.
There may be practical changes to monitoring, documentation or escalation criteria that your team can adopt. These are separated from larger remediation projects so an incident report does not become an unprioritised wish list.
Recurring or high-impact incidents may need a formal root cause investigation. Where the main problem is a stalled deployment rather than an operational fault, project recovery provides a more suitable framework.
Questions from internal IT teams
Do we need to exhaust every possibility first?
No. An escalation is sensible when the next step requires expertise, access or time your team does not have. Share the work completed and the reason for escalation. Waiting for an arbitrary number of failed attempts rarely improves the investigation.
Can your engineer join our technical incident call?
That can form part of the engagement, subject to availability and clear authority. The call needs a useful incident summary and an agreed role for each participant. A large conference call is not a substitute for evidence-led investigation.
Can you provide a second opinion without making changes?
Yes. A review can assess the evidence, challenge a proposed explanation or advise on a test plan. We make clear when conclusions remain limited because the environment has not been directly inspected or the recommended tests have not been performed.
How do we arrange ongoing escalation support?
Describe the platforms, team structure and likely support demand through our contact page. We establish scope, coverage and access requirements before defining an arrangement. The result should complement your existing capability rather than unnecessarily replace it.
Talk to a specialist
Need a specialist view?
Tell us what is affected, what changed and what your team has already checked. A short outline is enough to start.
+44 203 196 6566Choose option 1
sales@proxar.co.ukUK-wide service.
Most of our engineers are based in Kent, with a focus on London, Sussex, Essex and Berkshire.
Existing customers should use their agreed support and escalation channels. This form is for service enquiries, not a monitored emergency ticket.
Tell us what you need.
A short outline is enough. Please do not include passwords or sensitive network details.
Thank you. Your enquiry has been submitted.
Please check your name, email and message, then try again.
Your form session expired. Please try again.
Please wait a minute before sending another enquiry.
We could not submit your enquiry. Please call or email us instead.