Suppose a manufacturing group with 500 users, headquarters in Celje, a plant in Velenje and a subsidiary over the border in Croatia. Its eight IT staff are halfway through replacing the ERP. Tickets pile up faster than the service desk can clear them, senior engineers spend their days firefighting rather than on projects, and the supervisory board is tired of spreadsheets stitched together the evening before each meeting. Nothing is fundamentally wrong. What is missing is second-line capacity, plus the one specialist nobody would hire for a six-week job. Apply slots in on a co-managed basis, with boundaries drawn in advance, a service level agreed on paper and figures pulled straight out of the tooling.
Six pieces hold the arrangement together. A few are purely technical. The others settle governance: who signs off, who does the work, which numbers count and how a decision travels upwards when no ticket can hold it.
Users keep calling on your own service desk first, and it deals with routine matters. Anything it cannot resolve is passed to Apply without leaving its usual platform, whether that is Jira Service Management, ServiceNow, TOPdesk or GLPI, and with your own labels, urgency levels and forms intact.
Fifteen minutes to react to a critical outage, plus a distinct fix-time goal per urgency tier, are negotiated before anyone signs. They end up in the agreement and its schedules rather than on a pitch deck.
Data flows directly out of ticketing and monitoring: workload per urgency tier, promises kept, health of each platform, risks still open. It is written so that a CFO understands it on first reading.
Hosts, hypervisors, cloud workloads, switches and backup jobs all report to one console, which means gradual decline is usually caught before staff feel it. Anything requiring hands in the server hall is done by your operations people or the colocation provider, working from a runbook Apply writes.
EDR, a SOC watching around the clock, control over privileged accounts and continuous GDPR work, together with NIS2 and ZInfV-1 measures where your organisation counts as an essential or important entity. Banks, insurers and other financial firms also get the technical groundwork for DORA. We follow ISO 27001 principles ourselves and prepare you for audits, whether run in-house or by an outside assessor.
Periodically you get a ranked list of projects, each with an indicative price band. Budget talks for the coming financial year then start from a reasoned plan instead of from the bill for the latest emergency.
We write the list of metrics into the agreement and let the software compute them. People may read them differently; nobody gets to adjust them.
SLA attainment is the metric most likely to fool you. A 98% figure flatters a presentation while hiding tickets closed in a hurry and reopened by lunchtime tomorrow, or a fault that reappears every few weeks. Our report therefore tracks how often tickets come back, and recurring problems get a chapter to themselves, each paired with a suggestion for curing the root cause instead of patching symptoms on a weekly rota. Peaks are marked as well: the annual stocktake, commissioning a new production line, the accounts team closing the year. Averages tend to smooth exactly those moments away.
Ownership never moves. Your department still runs the estate and makes the calls. Apply receives a fenced-off territory, perhaps tier-two support, networks, backups and out-of-hours cover, and exactly the privileges that territory demands. An annex with a RACI chart names, activity by activity, the approver, the doer, the advisers and the people to keep in the loop.
Happily, if that is your preference. We get our own queue or assignment group in your platform and follow your categories and processes. Tier one never re-types anything into another tool, and the complete record of each incident remains yours once the agreement is over.
Every engineer has an individual account, never a shared one, protected by MFA and limited to what the agreed remit calls for. Where you already have PAM tooling, we connect through it and you keep the session recordings. Admin rights can be made just-in-time, issued after approval and revoked automatically.
We fill in your security questionnaire, sign a data processing agreement and an NDA, and explain on paper which controls govern our access to your systems. What we refuse to do is pretend to hold certificates we lack. Our answers state plainly that we follow ISO 27001 principles. Send vetting questions to b2b@apply.si; invoicing and vendor onboarding go through finance@apply.si.
Certainly. Since everything happens remotely, a sales office in Zagreb or a factory in Hungary is handled just like a depot in Maribor. We work in Slovene and English. Cover hours for sites in other time zones get their own clause. We also draw up a table of which data is handled in which country, something your lawyers can rely on when looking at GDPR questions such as transfers beyond the EU.
Premium lets us fix a stable, named group who learn your architecture, though they also serve other clients. In a major incident the wider on-call rota steps in. For staff who work solely on your account we assemble a dedicated team, priced through a quote that reflects the workload.
We pass over documentation, network drawings, asset lists and admin credentials, then help your new supplier settle in for an agreed period. Exit terms are part of the agreement from the outset. Keeping a client simply because nobody else can make sense of their set-up is not something we would want to build a business on.
Outline your infrastructure, the shape of your IT department and the reaction times you expect. We will come back with a division of roles, service targets and a sample report layout.
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.
