There are several basic steps one can take when troubleshooting system issues remotely.
Update Your Server Software
It is considered best practice to keep your software up-to-date to avoid issues as well as protect your system.
View the instructions on how to Update Your Server Software.
Manually Ping Address
For Networking issues, we would recommend using the Manually Ping Address feature within Setup (gear icon) > Network Configuration. See details on Network Configuration or how on Troubleshooting Network Diagnostics.
Channel Partner Dashboard
Channel Partner users can access the OWS Partner Dashboard to check for issue alerts that may be impacting their customer's systems by selecting the Dashboard tab in the Channel Partner Management Portal.
Customers or end users can also view known relevant updates.
Enable Remote Support
View and enable your Remote Support Options under Settings (or gear icon) within the OWS Cloud Portal. Remote Support must be enabled within the Channel Partner Management Portal for Channel Partner Accounts and the Customer Portal for Customer Accounts.
View Remote Support Options for more details.