A client device comprising: a processing system comprising one or more processors ; and a memory configured to store program code to be executed by the processing system , 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 , wherein the local diagnostics package is persistently stored by the client device in memory ; transmit an identification token, that identifies the client device and the user, and a remote diagnostics package request to a remote diagnostics service 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 . a processing system comprising one or more processors ; and a memory configured to store program code to be executed by the processing system , 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 , wherein the local diagnostics package is persistently stored by the client device in memory ; transmit an identification token, that identifies the client device and the user, and a remote diagnostics package request to a remote diagnostics service 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 . 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 , wherein the local diagnostics package is persistently stored by the client device in memory ; transmit an identification token, that identifies the client device and the user, and a remote diagnostics package request to a remote diagnostics service 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 . 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 , wherein the local diagnostics package is persistently stored by the client device in memory ; transmit an identification token, that identifies the client device and the user, and a remote diagnostics package request to a remote diagnostics service 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 . <EOS>