Consider a retail group headquartered in Istanbul, with stores and regional warehouses scattered across Anatolia and roughly 600 users. Its twelve-strong IT team is halfway through replacing the ERP. The service desk backlog keeps growing, the most experienced admins are pulled into incident calls instead of the migration, and directors keep asking for live KPIs, while someone still assembles spreadsheets manually on the eve of every board meeting. Structure is not the issue. What is missing is second-line headroom plus the one specialist nobody would hire just to cover a project lasting a month and a half. Apply works alongside your staff as a co-managed partner, taking a precisely bounded share of the work. Service levels are contractual, and every figure you see is exported directly from monitoring and ticketing.
The contract covers six topics. Only part of that is engineering; the remainder is governance, namely approval rights, execution, the metrics that matter and an escalation path for decisions bigger than a single ticket.
Staff still contact your own desk first, and routine requests end there. Whatever it cannot resolve is escalated to Apply in the system you already use (ServiceNow, Jira, TOPdesk, GLPI or similar), keeping your taxonomy, priorities and ticket templates exactly as they are.
Critical faults get a reaction within 15 minutes, and every priority level carries its own resolution goal, settled before signature. These numbers are binding because they sit in the contract schedules, not in marketing material.
Data is exported directly from the service desk and the monitoring stack: volume per priority, promises kept, platform health, outstanding risks. Laid out so that a finance director understands them without a translator from IT.
Alerts from hosts, virtualisation clusters, cloud subscriptions, switches and backup software converge on a single dashboard, so slow decline tends to show up there before the helpdesk hears about it. If a cable must be reseated or a disk swapped in the data centre, your on-site operators or the colocation staff do it, guided by step-by-step instructions from Apply.
Endpoint detection, a watching SOC, tight control of admin accounts and ongoing KVKK and cybersecurity regulation work; for banks, brokers and other financial firms, the technical dimension of BDDK and SPK rules as well. We run our own operations along ISO 27001 lines and gather the evidence your internal audit team or an external assessor will ask for.
At set points in the year, a ranked list of projects with price ranges attached. Your IT director enters next year's budget round with a reasoned plan, not an explanation of what the last emergency cost.
The metrics are chosen in the contract and calculated by software. Opinions about what the figures mean may differ, but the figures are simply what the systems recorded.
Be careful with the headline SLA score. Ninety-eight per cent looks great in a presentation. It stays silent about tickets closed in a hurry that reappear the following day, or about a fault that keeps returning. So our reports include the share of reopened tickets and a dedicated chapter on repeat problems, where every entry comes with a proposal to cure the cause so the same ticket stops appearing week after week. Peaks around store openings and pre-holiday trading are flagged separately too, because in retail an average tends to conceal the real problem.
No. The systems stay yours and so does the last word on them. We are handed a defined slice, typically escalations, network, backup and out-of-hours cover, and receive only the permissions that slice needs. Responsibilities are mapped in a RACI chart attached to the agreement, so every task has an approver, a doer, an adviser and those to be notified.
Happily. Create an assignment group for Apply in your instance and we will follow your classification and processes. Your agents never duplicate tickets across two systems, and all incident records stay in your hands once the relationship ends.
Engineers sign in with personal credentials only, protected by MFA and scoped to the contracted services. Where you operate a PAM platform, our sessions pass through it and your side keeps the recordings. Elevated privileges can be time-boxed and issued only after your approval.
Apply answers your vendor risk questionnaire, signs a KVKK data processing contract and an NDA, and describes in a written document how we connect and what safeguards surround that access. We never pretend to hold certificates; the answers say that we align with ISO 27001 principles, and that is all. Procurement teams can write to b2b@apply.tr.
Yes. Because everything is delivered remotely, a sales office in Germany or a plant in Romania is handled no differently from a regional warehouse in Turkey. Support is available in Turkish and English. For EU entities we set out GDPR obligations and time-zone-adjusted service hours in the contract. We also prepare a table showing which data is processed in which country, which your legal team can use when assessing cross-border transfers under KVKK.
Premium lets you fix a stable group of engineers, known to you by name and familiar with your estate, although they also serve other clients. In a serious outage the on-call rota reinforces them. For engineers reserved for your organisation alone, a dedicated team is put together and quoted on the basis of the workload.
You receive every document, diagram, asset list and admin password, and we stay available to your new supplier through a transition window set in advance. The exit clause is in the agreement on day one. Locking clients in with undocumented systems is a tactic we refuse to use.
Outline your infrastructure, how your IT department is organised and the response times you need. We will propose a division of roles, service targets and a reporting format.
We have your enquiry
A reply will reach you by the next working day at the latest. If your message says work has come to a halt, it goes to the top of the pile.
No such city in our list. Try another spelling, or just pick the closest big city: we work entirely over remote connections, so nothing about the service changes from one province to the next.
The only cookies here are the essential ones: they keep the site running and remember the city you picked. Nothing is used for advertising or tracking. See our privacy notice for more.
