Leave your car at a garage and you are told when to collect it. Raise an IT problem, and all too often the answer is “we'll look at it as soon as we can”, which means nothing at all when the accounts package will not launch and the working week has just begun. An SLA you cannot verify is just a slogan. So each Apply plan names a reaction time in hours or minutes, sets out when we are on duty, and is backed by a monthly report you can rebuild from the raw ticket log. Read on to see how the three plans differ, how timing works, and which one fits your rhythm of work.
Whichever plan you pick, the same engineers do the work. The plans differ in reaction speed, in how many of your systems sit under continuous monitoring, and in whether help exists after office hours. VAT at 22% is added to all prices.
Start
Reply within 4 hours
From €450 per month plus VAT, for up to 10 users, weekdays 9:00-17:00. Suits, for example, a Kranj design studio of seven whose drawings are stored online, whose email runs on Microsoft 365 and which owns no server.
Enquire about StartBusiness
Reply within 1 hour
€990 per month plus VAT, weekdays 9:00-17:00. On top of the faster reply you get server and Microsoft 365 monitoring, scheduled test restores of your backups and a monthly video session to go through the report.
Work out your costPremium
Reply within 15 minutes
From €1,990 per month plus VAT. Engineers assigned to your account who already know the set-up, a single named lead, and night-and-day cover when something critical breaks. The duty number arrives in your contract; we keep it off the website.
Book a conversationThe headline minutes or hours measure our first proper answer. Order of work is a separate matter, governed by priority, which in turn reflects business impact. Seniority plays no part: the boss's ticket and the apprentice's are judged on the same scale.
The SLA clock only pauses in defined circumstances. It stands still outside service hours, while we need an answer or a test approval from you, and while someone else holds things up: your broadband supplier, a software house, or the card processor used by your shop. Every pause is recorded on the ticket together with its cause and timing. Our monthly figures split effort spent by us from hours lost waiting on others, which removes any dispute about who caused a delay.
Imagine a Ptuj producer employing 22, running orders through Metakocka, feeding cutting programs to its CNC line and selling a small range online. Thirty minutes and four questions are enough to settle on a plan.
Which outages are bearable for an afternoon and which are not? Here Metakocka, email and sending programs to the machines cannot fail, whereas the online store can tolerate a few hours' break.
With the first shift clocking on at 6:00 and lorries loaded on Saturday mornings, weekday 9:00-17:00 support leaves blind spots. On-call cover for a few chosen systems then deserves a look.
Twenty-two people standing around for an hour adds up to almost three working days of paid time, plus late deliveries. Repeat that several times monthly and Business is cheaper than staying on Start.
After ninety days the data shows how many real emergencies occurred. Where the plan is too fast or too slow for reality, we change it in either direction.
No. A response means a person, not an autoresponder, has assessed the ticket, given it a priority and told you what happens next. A fix means you are back at work. Since resolving a fault often depends on outside parties such as a vendor or broadband supplier, resolution carries a target for each priority, while the response deadline is binding.
Monday, 11:30. Friday contributes an hour and a half before 17:00; the other two and a half hours begin counting when the week restarts at 9:00. Business would have obliged us to answer by 16:30 the same afternoon. When just a couple of systems truly cannot sit idle over a weekend, putting 24/7 support on them alone usually beats upgrading the entire plan.
Yes. Timing begins with the arrival stamp on every message sent to helpme@apply.si, raised in the portal or posted in Teams, and those stamps are visible to you. A portal export lists a whole month of tickets with opened, first answered, paused and closed times. Anyone handy with a spreadsheet, your auditor for instance, can recompute our figures quickly. Should the results differ, we walk through the disputed ticket together during the monthly call.
Each missed deadline appears in that month's figures, along with why it happened and what we changed afterwards. Any contractual consequence of a breach is agreed when the contract is signed, not argued over after the event. Both sides therefore know the rules from the start, and conversations about problems stay factual.
No. Service hours cover working days, Monday to Friday, and Slovenian public holidays and other non-working days are excluded. The Premium duty line, however, stays reachable for critical faults over holidays too. For businesses that keep selling or producing through long holiday weekends, that difference matters.
It is, by signing an addendum that names the switch date. A 60-room hotel in Bled, say, needs reservations and guest Wi-Fi running around the clock in summer, so it might take Premium between May and October and drop to Business for the quiet months. Downgrades are allowed too, and if the reports show hardly any emergencies for a long stretch, we will raise the idea before you do.
Tell us which systems must not stop and roughly what an hour without them costs. We will recommend a suitable plan, and we will not sell you speed you do not need.
Enquiry received
An engineer will write back no later than the following working day. Faults that leave your staff unable to work are always looked at first.
No town by that name here. Check the letters, or settle for the nearest larger place. Our engineers work only over the internet, so Kočevje and Koper get precisely the same treatment.
