Fit
If it is not a fit, we will say so in the first conversation and point you somewhere more suitable. That is a better outcome for both of us than a contract neither side wants.
In Practice
Six things your business feels day to day. Everything else is detail underneath these.
Email service@ptgtech.uk or use the customer portal. Every request is acknowledged, given a reference and tracked to a status you can see — resolved remotely first, onsite when it needs hands on the hardware.
Monitoring, updates, disk and health alerts, and hardware failure warnings — so a failing laptop is replaced on a plan rather than on the morning it dies.
Endpoint protection, email protection, multi-factor authentication and conditional access, with patching applied inside a defined window. Included in the service, not an upgrade.
A backup nobody has restored from is an assumption. Restores are tested to the schedule set out in your agreement, and the result is reported to you.
New starters are built to a consistent standard. Leavers have access removed and licences reclaimed the same day — which protects your data and stops you paying for people who have gone.
A named account contact and a service coordinator. You are not explaining your setup from scratch to whoever answers.
Scope
Grouped by what it does for you. The itemised inclusion list sits on the Managed IT Support page.
Windows and macOS devices, mobile, printing and business applications.
Mailboxes, Teams, SharePoint, OneDrive, identity and licence administration.
Protection on the device and control over who can sign in, from where.
Filtering and impersonation protection on the route most attacks still take.
Microsoft 365 data and endpoints, with recovery tested rather than assumed.
Configuration held to a standard, and updates applied on a schedule.
Where you run on-premises or hosted infrastructure — monitoring, patching, capacity, host and guest maintenance.
Firewalls, switching, Wi-Fi and secure remote access kept working.
A current record of what you own, who holds it and what you are paying for.
Service reporting, plus a periodic review of tickets, risks, roadmap and licences.
How It Runs
Priority is set by business impact, not by who shouts loudest.
Response targets differ by service, so we do not publish a single number that would not apply to you. The targets that govern your account are stated in your proposal, quote and agreement, and the website never claims more than the contract does.
Your covered hours are defined in your agreement. Where extended or out-of-hours cover is required, it is specified and priced rather than implied — we do not advertise round-the-clock cover we have not contracted to provide.
If progress is not good enough, you escalate to the service coordinator, then to your account contact, then to a director. The route is written into the agreement with names against it, and being a small business is exactly why the last step is reachable.
You receive service reporting on tickets raised, resolved and trending. A periodic business review covers recurring issues, open risks, roadmap items and your licence position — so the relationship gets better rather than just busier.
Switching
The handover is dated and planned, and there is no gap in cover. For context, BIG FULFILMENT's full migration completed in three weeks and Chrysalis Supplies had core systems live within 48 hours.
Before anything changes, we audit and write down what you have — users, devices, licences, systems and risks.
We need admin credentials, documentation and asset records from your current provider. We will handle that exchange directly if you would rather not.
We request administrative and delegated access to your tenant and systems, and we tell you what each permission is for before you approve it.
Support transfers on an agreed date with both parties aware. Nobody is left unsure who to call on the morning it changes.
Commercials
We do not publish a rate card, because scope genuinely varies with what you run and how you work. You get a costed proposal after the review, with the charging model stated in full.
One monthly figure, agreed before you sign, with nothing added afterwards that was not in the proposal.
A twelve-month initial term, then ninety days' notice at any point.
Scope, service levels, escalation and exit are set out in a Master Services Agreement you read in full before you sign — not summarised on a website and produced later.
Your data, your documentation and your Microsoft tenant are yours. They always were. On exit we hand over administrative access, asset and licence records, and the documentation we built.
Most providers will not put that in writing. Ours is in the agreement, because a customer who stays only because leaving is difficult is not a customer we want.
The Other Pillars
Support keeps things running. Consult changes them — strategy, migrations, security remediation and Cyber Essentials readiness.
Explore ConsultSoftware supplies and governs the licences that Support administers — right-sized, renewed on time, on one invoice.
Explore SoftwareThe specification behind this page — the itemised inclusion list, service levels and onboarding detail.
See the DetailNext Step
Tell us what you are running and what is not working. You will get straight answers and practical recommendations — whether or not you go on to work with us.
Raise a support request at service@ptgtech.uk or call the number above. Please don't use this form — it goes to the sales team, not the service desk.
Four fields. We reply within one working day.