All three plans are delivered by the same engineers. They differ in reply speed, in how much gets monitored continuously and in whether someone can be reached after hours. Every price is quoted plus 20 % VAT.
Start
Reply in 4 hrs
From €890 per month plus VAT for as many as 10 users, covered Monday to Friday 8:00-17:00. It suits a tax adviser's office, a small architects' firm or a GP surgery working mainly in cloud apps with no server of its own.
Enquire about StartBusiness
Reply in 1 hr
€1,890 per month plus VAT, same weekday hours. On top of Start, we run your servers and Microsoft 365, test restores on a schedule and meet with you once a month to go over the figures.
Estimate my feePremium
Reply in 15 min
From €3,490 per month plus VAT. A dedicated group of engineers familiar with your set-up, a single named lead and 24/7 standby for critical faults. The standby number is part of your contract and never published online.
Arrange a video callThe time in your plan applies to the first answer from an engineer. After that, priority decides the order of work, and priority depends on the effect on your operations. A message from the managing director is not automatically more urgent than one from an apprentice.
The SLA clock stops in very few cases. It does not tick outside service hours, while we wait for you to confirm something or try a fix, or while an outside party holds the ball: your broadband provider, the vendor of your industry software, the payment provider behind the web shop. Every pause is logged on the ticket with its cause and the exact time. In the monthly report, our time and time spent waiting on others appear in separate columns.
Take a joinery in the Mühlviertel with 18 staff, orders handled in an inventory system and a small web shop selling cut-to-size boards. Thinking through these four points gets it to a solid decision in half an hour.
What may fail, and what must not? For the joinery that means inventory, email and the hand-off of cutting data to the CNC machine. The shop can survive half a day.
If the workshop opens at 6:00 or deliveries go out on Saturdays, cover from 8:00 to 17:00 leaves gaps. That is when standby becomes worth discussing.
Eighteen people standing around for an hour quickly adds up to several hundred euros in wages, plus late deliveries. One such hour every month covers the move up to Business.
The first reports show how often things really were critical. If speed and need do not match, we adjust the plan, upwards or downwards.
Response time ends with the first substantive answer: an engineer has read your ticket, classified it and told you what comes next. An auto-generated confirmation email does not stop that clock. Resolution time only ends when work can resume. Since vendors or providers are often involved at that stage, we set resolution as a target for each priority level, whereas the response time is a firm commitment.
By 10:00 on Thursday. Wednesday still contributes the two hours up to 17:00, and the remaining two begin at 8:00 the next morning. On Business, the answer would have been due at 16:00 the same afternoon. If a few specific systems simply cannot wait that long, adding round-the-clock support for exactly those systems is usually smarter than upgrading the whole plan.
Through the ticket portal, by email to helpme@apply.at or in a dedicated Microsoft Teams channel. Each message turns into a timestamped ticket, and that moment starts the clock. Premium clients also have the standby number from their contract for critical faults outside service hours. We deliberately keep no public phone line, so no request ever gets stuck on somebody's mobile.
Ticket counts per priority, reply times met and missed, average time to resolution, pauses with their reasons, device patch levels and the outcome of restore tests. Any breach comes with its cause and the corrective step. What a breach means contractually is agreed before you sign, not argued over once something has gone wrong.
No. Service time means working days from Monday to Friday, with Austrian statutory holidays excluded. Christmas Eve, New Year's Eve and regional holidays in your province are handled as your contract specifies. Premium standby for critical faults is reachable on those days too.
Yes, via a contract addendum with a set effective date. A hotel in Tyrol could move to Premium for the ski season from December to April, when bookings and guest Wi-Fi need to work around the clock, and return to Business once spring arrives. Stepping down is equally possible, and if your reports show barely any critical tickets for months on end, we will propose it without being asked.
Let us know which systems must stay up and what an hour without them roughly costs your business. We will suggest a matching plan and will not talk you into speed you do not need.
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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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