If you're having this issue, please raise a new case online, and give details as to what process the users were undertaking when the issue began, also please specify whether the user was using A4W or Abacus.
Internal Solution
Login to the RDSGB server on the hosted platform via Jumpbox
Open the services app
Look at the CPU & Memory usage
Check what processes are running, and which are using the most resources
If the CPU & Memory usage is above 90% raise a case with the hosting team
Click on the Access tab on your browser
Click on IT help desk
Report an Issue
Type in the subject, Set the urgency as High
Set category as Datacentre Services
Sub category = Server
Hosted Access product issue = yes
Type in the description of the issue that the customer is having
Attach any files that the customer sends, that you feel are neccessary
Let the customer know that you have raised a case with the Cloud hosting team
Keep the customer updated with any news you receive from the hosting team
Be as thorough as you can when describing the issue to the Cloud hosting team.