You can track a parcel from hub to hub almost minute by minute, yet most firms have no idea where their IT ticket stands. A promise to "get back to you shortly" is worth nothing on a Monday morning when Logo will not start. An SLA only matters to the extent that someone can measure it. So every Apply plan names a concrete number of minutes or hours for the first answer, sets out the hours we cover and ends each month with a report whose figures you are able to rebuild from your own tickets. This page explains where Start, Business and Premium part ways and how we time ourselves.
The people behind each plan are the same. What changes is how fast we pick up a ticket, how much of your estate we watch continuously and whether a human answers once the office has closed. Add 20% VAT to each figure below.
Start
Answer in 4 hours
From €490 monthly, VAT on top, for as many as 10 users, weekdays 09:00-18:00. Picture a seven-person architecture studio in İzmir: drawings in the cloud, mail in Microsoft 365, no server in the office. Start covers that comfortably.
Ask about StartBusiness
Answer in 1 hour
€1,090 monthly with VAT added, weekdays 09:00-18:00. Beyond what Start offers, it brings administration of servers and Microsoft 365, restore drills on a schedule and a monthly call to discuss what the numbers say.
Work out the costPremium
Answer in 15 minutes
From €2,190 monthly, VAT extra. The same few engineers every time, people who already know your set-up, one named lead and cover day and night whenever something critical breaks. How to reach that standby line is set out in your contract, never on this website.
Book a video meetingPlan times count only up to the first technical answer. The order in which work gets done follows priority, and priority reflects impact on the business. Seniority buys no shortcut: the general manager's ticket waits behind the intern's if the intern's problem hurts more.
Only a handful of things stop the SLA clock. Evenings and weekends outside cover, periods when we need an answer or a test result from your side, and moments when someone else must act first, such as your internet provider, your sector software vendor or the virtual POS company used by your online store. Whenever the clock stops, the ticket records why and at what minute. The monthly report then splits hours we spent working from hours spent waiting for outsiders, which settles any debate over where a delay came from.
Imagine a furniture maker in Kayseri with 22 staff, orders managed in Mikro, cutting files sent to CNC machines and a modest online shop on its own site. Thirty minutes and four questions will get them to a choice they can stand behind.
What can you live without for a while and what not at all? For this workshop, Mikro, email and the file transfer to the CNC line are essential. Their online store would cope with a lost afternoon.
If production starts at 07:30 and trucks leave until Saturday lunchtime, a 09:00-18:00 window misses part of the day. At that point it is worth talking about standby cover for particular systems.
Twenty-two people standing idle for an hour means wages paid for nothing plus delivery dates slipping. If that happens a few times a month, moving up to Business soon pays for the difference.
After three reports you know how many emergencies were real. If the speed you pay for and the speed you use drift apart, we change the plan in whichever direction fits.
No. The reply clock stops when a person on our team has looked at the ticket, ranked it and written to you with the plan of action. An auto-generated acknowledgement never counts. Fix time ends only when you can get back to work. Since vendors and carriers frequently play a part in fixing things, fix times are agreed as targets for each priority; reply times, by contrast, are a firm commitment.
11:30 on Monday. Ninety minutes are used up before 18:00 on Friday; the other 150 minutes run from 09:00 on Monday. Under Business, the same ticket would have needed an answer by 17:30 that Friday. When only one or two systems cannot wait through the weekend, adding 24/7 support for those alone usually makes more sense than switching the whole plan.
The clock starts from the timestamp on whatever reaches helpme@apply.tr, the ticket portal or the Teams channel, and you can see those records too. From the portal you can export any month as a spreadsheet showing when each ticket was opened, first answered, paused and closed. Your mali müşavir or internal auditor can rebuild our numbers from that file in a few minutes. If your count and ours ever disagree, we open that ticket together at the monthly review and find out why.
How many tickets arrived at each priority, how many replies landed inside and outside the target, the average time to a fix, each pause of the clock and why it happened, how up to date your devices are and what the latest restore drill showed. Any breach comes with an explanation and the change we made so it does not repeat. Consequences of a breach are settled at signing, never negotiated in the heat of an incident.
No. Service hours run Monday to Friday; public holidays in Turkey and the days of Ramazan Bayramı and Kurban Bayramı fall outside them. How the half day on the eve of a bayram is counted is written plainly into the contract. Premium emergency cover stays available throughout bayram as well, which matters for firms that keep producing or selling through long holiday breaks.
Yes, through an addendum and an agreed switch-over date. Take an 80-room hotel in Antalya: reservations and the Wi-Fi guests use have to run without a break all season, so it might sit on Premium from April to October and drop to Business for the winter. Moving down is just as possible. If months of reports show hardly any critical tickets, we will be the first to suggest it.
Tell us which systems must stay up and roughly what an hour without them costs. We will suggest the plan that fits, and we will not try to sell you speed you do not need.
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