A client device (102, 300, 1000) comprising: a processing system comprising one or more processors (304, 1710, 1802); and a memory configured to store program code to be executed by the processing system(304, 1710, 1802), the program code including: a help application; a service manager configured to: be invoked by the help application based on a user being authenticated; execute a local diagnostics package for a problem in a context of the client device (102, 300, 1000), wherein the local diagnostics package is persistently stored by the client device in memory; transmit an identification token, that identifies the client device (102, 300, 1000) and the user, and a remote diagnostics package request to a remote diagnostics service (102, 114, 202) over a network based at least on first results information associated with the executed local diagnostics package; receive a remote diagnostics package for the problem over the network based at least on the identification token and the remote diagnostics package request; and execute the remote diagnostics package in the context of the client device (102, 300, 1000). a processing system comprising one or more processors (304, 1710, 1802); and a memory configured to store program code to be executed by the processing system(304, 1710, 1802), the program code including: a help application; a service manager configured to: be invoked by the help application based on a user being authenticated; execute a local diagnostics package for a problem in a context of the client device (102, 300, 1000), wherein the local diagnostics package is persistently stored by the client device in memory; transmit an identification token, that identifies the client device (102, 300, 1000) and the user, and a remote diagnostics package request to a remote diagnostics service (102, 114, 202) over a network based at least on first results information associated with the executed local diagnostics package; receive a remote diagnostics package for the problem over the network based at least on the identification token and the remote diagnostics package request; and execute the remote diagnostics package in the context of the client device (102, 300, 1000). a help application; a service manager configured to: be invoked by the help application based on a user being authenticated; execute a local diagnostics package for a problem in a context of the client device (102, 300, 1000), wherein the local diagnostics package is persistently stored by the client device in memory; transmit an identification token, that identifies the client device (102, 300, 1000) and the user, and a remote diagnostics package request to a remote diagnostics service (102, 114, 202) over a network based at least on first results information associated with the executed local diagnostics package; receive a remote diagnostics package for the problem over the network based at least on the identification token and the remote diagnostics package request; and execute the remote diagnostics package in the context of the client device (102, 300, 1000). be invoked by the help application based on a user being authenticated; execute a local diagnostics package for a problem in a context of the client device (102, 300, 1000), wherein the local diagnostics package is persistently stored by the client device in memory; transmit an identification token, that identifies the client device (102, 300, 1000) and the user, and a remote diagnostics package request to a remote diagnostics service (102, 114, 202) over a network based at least on first results information associated with the executed local diagnostics package; receive a remote diagnostics package for the problem over the network based at least on the identification token and the remote diagnostics package request; and execute the remote diagnostics package in the context of the client device (102, 300, 1000).