Picture a retail chain with six hundred workstations, head office in Madrid and a twelve-strong IT department in the middle of an ERP migration. The internal desk is swamped, projects slip because the best technicians spend their days firefighting, and the board wants figures that are currently pasted together in a spreadsheet the night before. Structure is not what is lacking; second-line capacity is, plus the odd specialist it makes no sense to recruit for six weeks. Apply works beside your team on a co-managed basis, with a defined scope, an SLA in the contract and reports produced by the tools themselves.
Six building blocks in the contract. Some are technical; the rest are governance: who makes the call, who does the work, what gets measured and how decisions too big for a ticket travel upwards.
Your internal desk keeps ownership of the user relationship and resolves routine requests. Anything it cannot close is escalated to Apply within your existing system, whether Jira Service Management, ServiceNow, GLPI or Freshservice, following your categories, priorities and templates.
Fifteen minutes to respond to a critical incident, plus separate resolution targets for each priority, all negotiated before signature. The commitments sit in the contract itself and its schedules, not on a pre-sales slide.
Figures come straight out of the ticketing and monitoring systems: volumes by priority, targets met, platform health and open risks. The layout is designed so your finance director can read it without an interpreter.
Servers, hypervisors, cloud, network and backups all send alerts to one place, which usually spots degradation before any user complains. Physical tasks in the data centre remain with your own operators or your housing provider, following procedures Apply writes for them.
EDR, round-the-clock SOC coverage, control of privileged accounts and continuous work on NIS2 and the GDPR, plus the ENS where you serve the public sector and DORA if you operate in financial services. Apply follows ISO 27001 principles and helps you get ready for internal and external audits.
At the agreed interval, a prioritised set of projects, each carrying a cost range. Your CIO walks into next year's planning round with evidence, rather than defending crisis spending after it has happened.
Indicators are fixed in the contract and the values calculate themselves. Their interpretation is open to debate; the numbers are not.
The most misleading indicator is the SLA-met percentage. A 98 % looks good on a slide, yet it says nothing about how many tickets were closed in a hurry and reopened the next day, or how often the same fault came back. So the Apply report also shows the reopen rate and groups recurring incidents in a section of their own, with a proposal to remove the cause rather than close the same ticket every week.
Your IT department remains the owner of the environment and the one taking decisions. Apply receives a bounded scope, for instance second line, networking, backups and on-call rotas, and only the permissions that scope requires. A RACI matrix attached to the contract sets out who approves, who executes, who is consulted and who is kept informed.
Yes, if that is what you prefer. A queue or group for Apply is created in your instance and your categories and workflows are followed. First-line staff no longer copy each request into a second system, and the full history of every incident stays with you, including once the contract ends.
Through named accounts, never shared ones, with two-factor sign-in and only the permissions the agreed scope requires. If you run a privileged access management solution, access goes through it and sessions are recorded on your side. High-level rights can be granted for a limited time and only after approval. Every SLA breach, incidentally, appears in the report with its cause and the corrective action.
Apply completes your security questionnaire, signs the data processing agreement and the NDA, and describes in writing how your systems are accessed and under which controls. What it will not do is claim certifications it does not hold: the answers state that we follow ISO 27001 principles, and nothing more. Questions about the process can go to b2b@apply.es.
Premium gives you a stable, named team that knows your architecture without spending its entire working week on it. During a major incident the on-call engineers join in. If you need people assigned exclusively to you, a dedicated team is put together and quoted per project.
Apply passes on the documentation, network drawings, asset lists and admin credentials, then supports the incoming provider for the agreed period. Exit terms are in the contract from day one. Keeping a customer only because no one else can make sense of their systems is not a business model worth defending.
Describe your infrastructure, how your IT department is organised and the timescales you need. We will propose a split of responsibilities, service targets and a reporting format.
Your request is with us
Expect an answer within one working day. A reported fault that has halted your team is handled first.
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