These topics dominate helpdesk queues in Austrian offices. Most are dealt with during the first remote session, and anything left over goes to the right expert along with all the context.
Signing in to FinanzOnline or the Business Service Portal (USP), a qualified electronic signature the PDF software fails to recognise, browsers rejecting the login after an update. In accountancy and law firms this ranks among the most frequent requests of all.
We verify who is asking through a pre-agreed callback, reset their multi-factor sign-in and get email, Teams and the authenticator running on the replacement handset.
Mail vanishing into the spam folder, mailboxes at capacity, rules someone set up unintentionally, a colleague's calendar refusing to appear, OneDrive stuck mid-sync, an email signature that has lost its layout.
Initial support for BMD, RZL, Mesonic WinLine or your practice management software: server connection, the right client database, print output. If the fault lies with the vendor, we raise it with them and chase it.
Jammed print queues, drivers, scanning into a network folder or to an email address. When one device plays up every single week, we track down why rather than applying the same patch again and again.
A home VPN connection that keeps failing, an external monitor the laptop ignores, a headset or webcam before a meeting. Anything needed for work is covered, as long as the device has an internet connection.
Cases needing deeper server, network or security know-how are passed along together with the full log and screenshots, so nobody has to describe the fault a second time.
Inside a few days your whole team knows where to turn. The slower part, in our experience, is unlearning the reflex of leaning over to the neighbouring desk for help.
You send us the list of staff and workstations. We roll out the remote support agent through Intune or, where that is missing, via an install link.
One email to everybody explaining the three channels, service hours and what a helpful request contains. The same message is pinned in a Teams channel.
Old annoyances everyone had learned to live with usually surface at the start. We work through them one by one and refine the categories along the way.
Each month you learn which topics swallowed the most hours and what we recommend so they stop coming back, perhaps retiring three ageing laptops.
A good request fits into three sentences. What were you trying to do, what should have happened, what happened instead. Add a screenshot of the error, and the technician can often narrow down the cause before even connecting. Messages like “computer broken” are welcome too, of course, but take longer because we have to ask follow-up questions first. This small rule goes into the welcome email to your team and saves a surprising amount of back and forth.
That is set by your plan: within 4 hours on Start, 1 hour on Business, 15 minutes on Premium, Monday to Friday, 8:00-17:00 Austrian time (CET/CEST). Inside that window urgency sets the order, so a firm locked out of FinanzOnline on a filing deadline is served before a request for a new Word template.
By emailing helpme@apply.at, through the client portal or via a Microsoft Teams channel. Every message automatically becomes a numbered ticket so the person can check progress at any time.
Each one is logged with its arrival time and handled from 8:00 on the following working day in order of urgency. Night-time and weekend help is available through the on-call line included in Premium or through our round-the-clock support service.
Yes. The technician reaches the laptop wherever it is. Our remit is everything required for the job: email, Teams, VPN and managed software. A personal router or the household printer is not included, and your written telework agreement under Austrian employment law ought to make that boundary explicit.
Nothing happens until the user clicks to accept the session. They watch every action live and can disconnect whenever they like. Each connection is logged against the ticket, and a GDPR data processing agreement with your company is in place before we ever connect.
Let us know your headcount and who currently rescues colleagues when IT fails. We will propose channels and routines, and log any outstanding issues right away.
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Our reply reaches you within one working day. Outages that leave your staff unable to work are dealt with first.
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