Question 1

What does managed IT services include?

Accepted Answer

Managed IT services from PTG include proactive network monitoring and management, help desk support, server and workstation maintenance, patch management, backup and disaster recovery, cybersecurity monitoring, vendor management, hardware procurement, and strategic IT planning. Our managed services are designed to provide businesses in Raleigh, Durham, and the Research Triangle with a complete IT department at a predictable monthly cost, eliminating the overhead and risk of managing technology infrastructure in-house while ensuring your systems remain secure, updated, and optimized for peak performance.

Question 2

How is managed IT different from break-fix IT support?

Accepted Answer

Break-fix IT support is reactive, meaning you only call for help when something breaks, and you pay per incident or per hour. Managed IT services are proactive, with continuous monitoring, preventive maintenance, and strategic planning designed to prevent problems before they occur. Managed IT typically results in significantly less downtime, better security, more predictable costs, and improved technology alignment with business goals. PTG managed IT clients experience up to seventy percent fewer emergencies and greater productivity compared to break-fix arrangements, with flat monthly pricing that eliminates unexpected repair bills.

Question 3

What is the average response time for IT support requests?

Accepted Answer

PTG provides tiered response times based on issue severity. Critical issues affecting business operations receive immediate response, typically within fifteen minutes. High-priority issues are addressed within one hour. Standard requests are handled within four business hours. Our help desk is staffed by experienced technicians who can resolve most issues remotely, with on-site support available throughout the Research Triangle when needed. We maintain detailed service level agreements with transparent reporting so you always know how your technology environment is performing and how quickly issues are being resolved.

Question 4

Can PTG support both Windows and Mac environments?

Accepted Answer

Yes, PTG provides managed IT services for Windows, Mac, and Linux environments, as well as hybrid environments that include multiple operating systems. Our technicians are certified and experienced in managing diverse technology ecosystems, including Microsoft 365, Google Workspace, Apple Business Manager, and various line-of-business applications. We also support mobile device management for iOS and Android devices, ensuring comprehensive coverage for modern business environments. Whether your team uses desktops, laptops, tablets, or smartphones, PTG has the expertise to keep everything running smoothly and securely.

Question 5

What is included in backup and disaster recovery services?

Accepted Answer

PTG backup and disaster recovery services include automated daily backups of servers and workstations, encrypted offsite and cloud backup storage, regular backup verification and testing, documented disaster recovery plans, and rapid restoration capabilities. We use enterprise-grade backup solutions that support both image-based and file-level recovery with retention policies tailored to your business and compliance requirements. Our disaster recovery planning includes business impact analysis, recovery time and recovery point objectives, and regular tabletop exercises to ensure your organization can recover quickly from any disruption.

Question 6

What are the most common cybersecurity threats facing businesses today?

Accepted Answer

The most common cybersecurity threats include ransomware attacks, phishing and social engineering, business email compromise, insider threats, and supply chain attacks. Ransomware alone costs businesses billions of dollars annually, with the average ransom demand exceeding two hundred thousand dollars. Phishing remains the primary attack vector, responsible for over ninety percent of successful breaches. PTG helps businesses in Raleigh, Durham, and the Research Triangle defend against all of these threats through layered security controls, employee training, and continuous monitoring provided by our managed security operations center.

Question 7

How often should a business conduct cybersecurity assessments?

Accepted Answer

Best practices recommend conducting comprehensive cybersecurity assessments at least annually, with vulnerability scans performed quarterly or monthly. Businesses in regulated industries such as healthcare, finance, and government contracting may need more frequent assessments to maintain compliance with frameworks like HIPAA, PCI DSS, CMMC, and SOC 2. PTG provides ongoing security assessment services that help organizations identify and remediate vulnerabilities before they can be exploited by threat actors, using industry-standard tools and methodologies aligned with NIST Cybersecurity Framework guidelines.

Question 8

What is the difference between a vulnerability assessment and penetration testing?

Accepted Answer

A vulnerability assessment systematically scans your network, systems, and applications to identify known security weaknesses and misconfigurations. A penetration test goes further by actively attempting to exploit those vulnerabilities to determine the real-world impact of a breach. Both are essential components of a mature cybersecurity program. PTG offers both services, providing detailed reports with prioritized remediation recommendations tailored to your specific environment and risk profile. Our penetration testing team uses the same techniques as real-world attackers to give you an accurate picture of your security posture.

Question 9

How can small businesses afford enterprise-grade cybersecurity?

Accepted Answer

Small and mid-sized businesses can achieve enterprise-grade security through managed security service providers like PTG. Rather than hiring a full in-house security team costing hundreds of thousands of dollars annually, businesses can leverage PTG's expertise, tools, and twenty-four-seven monitoring at a fraction of the cost. Our managed security packages are designed specifically for SMBs in the Research Triangle, providing comprehensive protection including endpoint detection and response, SIEM monitoring, email security, and compliance management at predictable monthly costs that fit small business budgets.

Question 10

What should a business do immediately after discovering a data breach?

Accepted Answer

Upon discovering a data breach, businesses should immediately activate their incident response plan, isolate affected systems to prevent further data loss, preserve all evidence for forensic analysis, notify legal counsel, and begin documenting the timeline of events. Depending on the type of data compromised, regulatory notification requirements under HIPAA, state breach notification laws, or other frameworks may apply with strict deadlines. PTG provides incident response services and digital forensics to help businesses contain breaches, investigate root causes, fulfill all notification obligations, and implement measures to prevent future incidents.

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