Genuinely senior
The person who picks up has twenty years behind them. There is no first tier here reading from a script before passing you on, because by the time you are calling us the script has already failed.
Solution
Technology Support.
Your escalation team. On demand.
Third-level support across infrastructure, networking, cloud, security and DevOps. This is the number your team calls when the problem has already beaten the people who normally fix things. On site or remote, against an SLA.
When a problem outruns your internal team or your MSP, you need senior engineers who own the resolution, not another ticket queue. Onel sits at the top of your support model. Your team or MSP keeps L1 and L2; we take the escalations that need specialist depth.
Most people arrive here via a referral. If that's you, here's who to call.
P1 response
15 minutes
SLA-backed · Lead engineer engaged
Seniority
L3 only
No tickets. No graduate triage.
Panel member
MAV · DPC
+ Procure Australasia
Vendor depth
VMware · Cisco
Fortinet · Palo Alto · MS · NetApp
Engage how you like
Retained · Block · Per-incident
Three commercial models
Why Onel
The specialists behind your specialists.
When a problem outruns your internal team or your managed service provider, you need senior engineers who own the resolution, not another ticket queue.
Vendor-aware
Deep, hands-on experience with VMware, Cisco, Fortinet, Palo Alto, Microsoft, AWS, NetApp and more, so we work across your real environment, not a single product line.
Accountable
SLA-backed response and resolution targets, clear ownership of every escalation, and reporting that closes the loop. We're measured on outcomes, not call volume.
Where we fit
Advanced support, and only advanced support.
We sit above whatever you already have. Your team or your MSP keeps the day-to-day, and we take the escalations that need depth they do not carry in house. You are not paying two organisations to do the same job.
Level 1
Your team / MSP
First contact & triage
- ·Service desk & tickets
- ·Password & access requests
- ·Standard software support
- ·Known-issue resolution
Level 2
Your team / MSP
General troubleshooting
- ·Configuration changes
- ·Routine incident handling
- ·Day-to-day administration
- ·Documented procedures
Level 3 · This is us
Onel
Specialist escalation & root cause
- →Complex, cross-domain faults
- →Deep root-cause analysis
- →Architect-level remediation
- →Major incident leadership
What's covered
Specialist escalation across the whole stack.
Wherever the problem lives, we have the depth to own it. Six domains, one accountable escalation partner.
Infrastructure & Virtualisation
Hypervisor, compute and host faults, handled by the engineers who build these platforms for a living. The same team runs our managed private cloud.
- →VMware / Hyper-V / Proxmox
- →Cluster & HA failures
- →Performance & capacity issues
- →Storage & SAN escalations
Network
Routing, switching and connectivity problems that span vendors and sites. Many escalations start on networks we design under managed network services.
- →L2/L3 routing & switching
- →SD-WAN & WAN faults
- →Intermittent packet loss
- →VLAN & failover design
Cloud
Escalation across public and private cloud, performance, cost and architecture. Often running alongside our cloud migration services.
- →AWS & Azure workloads
- →Connectivity & identity
- →Migration troubleshooting
- →Cost & performance tuning
Security
Hands-on expertise across perimeter, identity and endpoint when incidents get serious. Backed by the controls we build in IT security services.
- →NGFW (Palo Alto / Fortinet)
- →Firewall & policy escalations
- →Incident investigation
- →Vulnerability remediation
Data Centre & Storage
Replication that has stopped, a failover that did not, or a restore that will not complete. Underpinned by our data centre solutions.
- →All-flash & NVMe arrays
- →Replication & DR failures
- →Backup & restore faults
- →Capacity & tiering
Application & DevOps
Pipeline, container and platform escalations from engineers who ship code daily. The same engineers deliver application modernisation services.
- →CI/CD pipeline failures
- →Kubernetes & containers
- →Infrastructure as Code
- →Release & rollback issues
How to engage
Support that flexes to how you work.
Three commercial models, pick what fits your incident profile and budget cycle. Switch later if your needs change.
, 01
Retained escalation
A monthly retainer that keeps Onel's specialists on standby as your named L3 escalation point, with agreed SLAs and priority access.
, 02
Block hours
A pre-purchased pool of senior engineering hours you draw down as needed, ideal for unpredictable, occasional escalations.
, 03
Per incident
Engage us on a single critical incident, with a clear scope, a lead engineer assigned, and a resolution-focused approach from the first call.
Response
Senior engineers. Fast.
Escalations are triaged by priority and assigned to the right specialist, with SLA-backed response targets agreed up front.
| Priority | Response | Approach |
|---|---|---|
| P1, Critical | 15 minutes | Lead engineer engaged · major-incident process |
| P2, High | 30 minutes | Specialist assigned · active investigation |
| P3, Medium | 4 business hrs | Scheduled deep-dive & resolution |
| P4, Low / Advisory | 8 business hrs | Guidance, review & recommendations |
All escalations include root-cause documentation and a post-incident review - so the next instance of the same problem doesn't reach you.
What every escalation includes
✓Named lead engineer
✓Root-cause documentation
✓Major-incident management
✓Post-incident review
✓On-site or remote
✓Knowledge transfer to your team
Ideal for
Built for teams that need depth, not headcount.
You don't need a full-time senior specialist in every domain. You need one to be available when the problem outruns the people you already have.
Internal IT
Internal IT teams that handle day-to-day support but need senior backup for the complex problems.
MSPs
Managed service providers who need a vendor-neutral L3 partner behind their own service desk.
Critical infrastructure
Councils and enterprises running critical infrastructure where downtime is not an option.
Stack breadth
Organisations that can't justify a full-time specialist for every domain in their stack.
Major incident
Teams in the middle of a major incident who need senior engineers engaged right now.
Modernising
Businesses modernising infrastructure who want expert escalation through the transition.
No lock-in
No long contracts. No exit penalties.
Retained agreements run month-to-month after the initial term. Block hours don't expire under normal use. Per-incident is per-incident. If we stop adding value, you walk, and we hand over runbooks, root-cause documentation and incident history so your next provider isn't starting cold.
FAQ
Questions we get before first call.
If your question isn't answered here, the fastest way to a clear answer is a 15-minute phone call. No sales pitch, no obligation.
1300 609 101 →We already have an MSP, won't this cause overlap or political friction?
It's the opposite. Onel is positioned specifically as the L3 your MSP escalates *to* - covering the depth their team doesn't have in-house. Most of our MSP partners introduce us; it makes their service stronger without forcing them to hire specialist senior engineers in every domain. Onel doesn't compete for L1/L2 work.
Can we engage you mid-incident, or do we need to set this up in advance?
Both. Retained and block-hour clients get priority SLA-backed response. Per-incident engagement is also available - call the hotline (1300 609 101), describe the problem, and a senior engineer is engaged the same call. Pricing for one-off incidents is agreed up front before work starts.
Do you actually go on-site, or is everything remote?
Both. The default is remote - it's faster and most issues don't need physical access. On-site attendance happens when the fault profile genuinely requires it (data centre hardware, sealed network topology, regulatory access requirements) or when the client wants someone physically there for a major incident. Greater Melbourne is same-day; regional Victoria and interstate is arranged case-by-case.
Get started
Need a specialist escalation partner behind your team?
Talk to one of our senior engineers about how Onel Technology Support could plug into your existing support model, no obligation.