Solution · By company size

Large enterprises

With several hundred workstations you already run an IT department, a service desk and a budget signed off by the board. What tends to be missing is different: hands for the second line when the queue grows, network and security specialists for the night shift, and figures that will stand up at a supervisory board meeting. We join your team on a co-managed basis, with the SLA written into the contract and reporting nobody has to polish.

Discuss terms Compare plans

from PLN 7,500

a month excl. VAT, Premium plan

15 min

to pick up a critical incident

24/7

emergency cover, number shared in the contract

Fixed crew

named engineers and an account lead

How we share the work with your IT team

Six parts to the contract. Roughly half is engineering; the other half covers accountability, metrics and the way decisions get taken.

Agree the scope

Second and third line

Your service desk takes the calls and closes the simple ones. Whatever it cannot finish gets escalated to us inside the same platform, be it Jira Service Management, ServiceNow, Freshservice or whatever you already run.

Service levels in writing

Fifteen minutes to react to a critical incident and a separate fix target for every priority level, agreed before work starts. You will find all of it in the signed agreement, not on a sales slide.

Reporting for the board

Data flows directly out of the ticket queue and our monitoring: volumes per priority level, deadlines met, the condition of key systems and unresolved risks. We settle the layout early so your CFO can read it without an interpreter.

One view of the infrastructure

Servers, hypervisors, Azure, network and backups feed a single alerting system that often flags a problem before users notice it. Any physical part swap is done by staff at your colocation provider or a nearby contractor, guided by us.

Security and regulation

Endpoint detection, a SOC watching alerts, privileged access control and ongoing effort around NIS2, the Polish KSC act and GDPR. Our practices mirror ISO 27001, and we prepare your team for audits, external ones included.

An improvement plan

At an agreed interval you receive proposed improvements in order of priority, each with a rough price. Your CIO gets solid input for next year's budget instead of defending money that vanished into firefighting.

What the report shows

Each indicator is written into the agreement and calculated by the system. You can debate the interpretation, never the numbers themselves.

Percentage SLA compliance Share of tickets closed on time, broken down per priority level

Clock time Time to react, time to restore Real figures next to the contractual ones

Escalations What moves from first line to second Highlights what your own desk could learn to handle

The line worth reading first is the one about recurring faults. Fourteen near-identical tickets about VPN drop-outs within four weeks do not mean a weak helpdesk. They reveal a cause no one has dealt with yet. We list such patterns on their own and suggest fixing the source rather than reopening one ticket again and again.

Questions and answers

Your IT department keeps ownership of the environment and the decisions. We take a defined slice, such as second line, networking, backups and night cover, with access limited to exactly that. A RACI matrix in the contract states who approves changes, who carries them out and who is kept informed.

Yes, if that is your preference. We get our own group or queue in your tool and follow your categories and priorities. First-line staff never retype tickets into a second platform, and the full history stays on your side.

Any missed target appears in the report, together with its cause and a plan to fix it. What follows from a breach is agreed in the contract before work begins, not argued afterwards. Figures in a report create more discipline than assurances given across a meeting table.

On Premium the same named people handle your tickets and understand your architecture, though they also serve other clients. When a serious incident hits, the on-duty engineers join them. For staff reserved exclusively for your organisation, we put together a dedicated team, priced individually.

You receive the documentation, network diagrams, passwords and administrator accounts, and we brief whoever takes over. The handover rules are written into the contract from the start. Keeping clients because their systems are a maze only we understand is not how we want to work.

Services that make up this solution

Browse every service

Area 02 Support plans and SLA 15-minute response and clear ownership Area 01 Service desk Second line working inside your tool Area 08 SOC monitoring Threats detected and handled round the clock Area 16 Systems and architecture review The starting point for the improvement plan

Let us talk through the terms

Describe your infrastructure, how your IT team is organised and the response times you expect. We will propose a split of duties, SLA targets and a reporting format.

Email
office@apply.pl

Hours
Mon-Fri 8:00-18:00 CET, reply within one working day

Meetings
Online via Teams or Google Meet

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