Six elements make up the agreement. A few concern technology; most concern control: decision rights, execution, the metrics that count and the escalation path for matters no ticket can hold.
Users keep calling your own desk, which resolves everyday issues as before. Whatever it cannot fix moves to Apply without leaving your platform, whether you use ServiceNow, TOPdesk, GLPI or Atlassian's service desk, and the existing categorisation, priority scheme and templates stay untouched.
A quarter of an hour to react to a P1, and a distinct fix target for every priority level, settled before anyone signs. You will find them in the contract annexes, not in a pitch deck.
Every figure is exported automatically from ticketing and monitoring: workload per priority, promises kept, how each platform is doing and which risks remain unresolved. We format it for finance directors, not for sysadmins.
Servers, hypervisors, cloud tenants, network gear and backup jobs all feed one console, which tends to spot gradual degradation before users complain. Anything requiring hands in the server room is carried out by your operations crew or your colocation provider, using step-by-step instructions we supply.
EDR, SOC monitoring, control of privileged accounts and continuous work on NIS2, GDPR and, where you are a financial entity, DORA. Our practices are modelled on ISO 27001, and we prepare evidence with you ahead of audits, whether your own auditors or outside ones run them.
Periodically we deliver a prioritised backlog of initiatives, each with an estimated cost band. Budget talks for the coming financial year then start from facts, not from justifying whatever the latest crisis consumed.
Which indicators appear is agreed contractually; their values are computed automatically. People may argue about meaning, but not about the numbers.
SLA compliance percentage is the metric most likely to mislead. A 98 per cent result makes a pleasant chart, but it says nothing about tickets closed in a hurry only to bounce back the next day, or about one fault turning up week after week. That is why Apply reports the proportion of reopened tickets too and lists repeat incidents separately, each paired with a suggestion for eliminating the underlying cause rather than resolving the same symptom every Monday.
Your department still owns the estate and has the final say. We receive a clearly bounded share, for instance tier two, networks, backups and standby duty, and exactly the rights needed for it. A responsibility matrix in the contract annex names the approver, the doer, the advisers and the people who simply need to know.
Certainly, if that suits you. You set up a queue for us in your system, and we stick to the workflows you have defined. Nobody on your desk has to copy tickets into a second platform, and the full trail of every case stays in your hands after the relationship ends.
Each engineer has a personal login, never a shared one, secured with MFA and restricted to the contracted scope. If you run a PAM solution, we connect via that gateway so session recordings stay with you. Elevated rights can be issued for limited periods and only once someone on your side approves.
We fill in your security questionnaire, sign a GDPR processor contract and a confidentiality agreement, and document how we reach your systems and under which safeguards. Claiming certifications we do not hold is off the table: our work is aligned with ISO 27001, and our answers say so plainly. For questions about supplier approval, write to b2b@apply.at.
With Premium, you can agree on a consistent group of engineers who learn your architecture, though they are not assigned to you full-time. During a severe outage the standby rota joins them. Should you require staff who work for nobody else, we assemble a dedicated team on a per-project quote.
You receive documentation, diagrams, asset lists and every admin account, and we assist your next supplier through an agreed handover window. These exit rules are fixed on day one. Keeping customers captive because their set-up is incomprehensible to anyone else is not how we want to earn money.
Outline your infrastructure, how the IT department is organised and the response times you need. We will propose a split of roles, service targets and a reporting format.
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