The main objective of this cloud-based telephony system is to offer real-time IT support and assistance to issues occurring while operating software, and systems. It is developed in a structured way that identifies the problem, gathers all the information required, troubleshoots and resolves the problems, or follows standard procedures for proper escalation of unresolved issues to the appropriate internal teams, documents the incident, and follows the SLA for issues with respect to the severity. The live support ensures that users can effectively use and maintain their devices, software, and systems.