Parsing ODL trace…
Trace
Log analysis
Tier 3 Escalation Engineering
Technical problems, solved properly.
We diagnose sync failures| with real log analysis — ODL, HAR, ProcMon, Event Viewer — not scripted guesswork.
0
Cases resolved
0
Median response
0
RCA accuracy
Platforms we escalate on daily
OneDrive
SharePoint
Exchange
Windows 11
Active Directory
macOS
Ubuntu
Kubernetes
Docker
Kafka
Azure AD
Intune
OneDrive
SharePoint
Exchange
Windows 11
Active Directory
macOS
Ubuntu
Kubernetes
Docker
Kafka
Azure AD
Intune
What we do
Deep platform expertise,
Deep platform expertise,
escalation grade.
Desktop Platforms
Windows 11, macOS and Linux — sync failures, boot and profile corruption, driver conflicts and performance regressions, traced rather than guessed at.
ProcMon
Event Viewer
ODL
WPA
0%
Root cause identified
on first pass
Mobile Support
iOS and Android faults down to the individual API call.
Server & Infra
Windows Server, Linux estates, Active Directory, storage and backup engineering.
Containers & Kafka
Deployment, tuning and live incident response for Docker, Kubernetes and Kafka.
Virtual Modelling
Capacity modelling and migration rehearsal before you commit.
Security
Hardening reviews, access audits and incident forensics.
Data Recovery
Deletion cascades, sync-driven loss and retention windows.
Live walkthrough
Watch how a case actually runs
Hover to pause. Click any step to jump to it.
Got your ODL bundle — opening it now.
The crew
Six specialists, one desk
Staging the fix…
Rollout
Deployment
Auditing access…
Warden
Security
Scanning retention window…
Salvage
Data recovery
Watching the estate…
Pulse
Monitoring
Reading your message…
Relay
Customer contact
Why teams escalate to us
Evidence, not opinions.
Most escalations stall because nobody can prove what happened. Every case we close ships with a reproducible timeline and the artefacts to back it.
- Reproducible repro steps, verified on a clean build
- Correlated log timeline across client and service
- Named root cause — never "try reinstalling"
- Vendor-ready escalation note if it needs to go upstream
rca — case #48210
$ odl parse --since 14:02 --filter sync
14:02:11 TokenRefresh HTTP 401 retry=1
14:02:12 TokenRefresh HTTP 401 retry=2
14:02:14 SyncEngine HALT reason=auth
$ rca conclude
✓ Root cause: stale refresh token on
account-scoped cache, not tenant policy.
✓ Fix: targeted cache reset + client 24.180
✓ Verified: 72h clean, 0 recurrences
What clients say
Escalations that actually close
“Three vendors told us it was "by design". SR Smart proved it was a client-side cache bug in four hours and gave us the trace to prove it.”
Infrastructure Lead
Financial services
“The RCA document was better than the one we got from the platform vendor. It went straight into our change record unedited.”
IT Operations Manager
Healthcare group
“They found a deletion cascade nobody else could reproduce. We recovered every file and the fix held.”
Head of End User Computing
Logistics
Questions
Before you raise a case
Whatever you already have — ODL folders, HAR captures, Event Viewer exports, ProcMon traces or plain screenshots. We would rather receive too much than too little, and we will tell you exactly what is missing in the first response.
Median first response is 14 minutes during business hours. Every case gets a named engineer, not a queue position.
Yes. When a case needs to go upstream we prepare the escalation note, the reproduction steps and the evidence bundle in the format the vendor expects, which is usually what unblocks a stalled ticket.
Then we say so, and we show you the evidence for it. A documented "this is expected behaviour, here is why" is a valid outcome and often more useful than a workaround.
We handle deletion cascades, sync-driven data loss and retention questions regularly. Recovery windows vary by platform, so raise the case as early as possible.
Something broken that
nobody can explain?
Send us the logs. You will have a named engineer and a first assessment within the hour.
Our Partner
MINI METRO
SR Smart Solutions designs, builds, and deploys mission-critical B2B web applications, operational portals, and automation systems. From field logistics and vendor networks to executive business intelligence, we replace spreadsheets and fragmented software with unified, high-performance platforms.
Learn More Featured