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Frequently asked questions

Most of what people ask us before signing up, answered plainly. If your question is not here, ask us directly — we would rather answer it before you commit than after.

Business IT support

Support is priced per person. It is £50 per user, per month if your business works entirely in the cloud with no servers of its own, and £75 per user, per month if you have servers we look after. Support starts at £300 per month regardless of headcount, because a smaller team still needs the same setup, monitoring and attention.

Setting a business up properly takes the same work whether you have four people or twelve: documenting your systems, putting monitoring in place, checking backups and tidying up accounts. The minimum reflects that. Below roughly six or seven users you are effectively paying for the setup rather than the headcount.

The managed package runs on a twelve-month term. It takes the first weeks to document your systems and put monitoring in place, and the contract reflects that investment. Project work and one-off support do not require a contract at all.

Monday to Friday, 9am to 6pm, and Saturday, 10am to 5pm. We aim to reply to every request the same working day. Work outside those hours is possible by prior arrangement and is charged at double the standard rate. It is not included in the monthly fee: if you need nights and weekends as a matter of routine, a provider built around that will cost you less.

English, Russian and Lithuanian. This matters more than it sounds: if part of your team is more comfortable explaining a problem in their own language, they will describe it accurately the first time, and the fault gets fixed sooner. Documentation, invoices and reporting are in English unless you ask otherwise.

No. There is no mileage charge and no travel-time line on the invoice. Travel is already inside the price of the visit, and the price depends on where you are: £180 for the first two hours in Havering, Romford and east London (RM, IG and E postcodes), £230 for the first two hours elsewhere inside the M25, then £100 an hour in both. Beyond the M25 we quote before setting off. If you are on a support plan, visits within your agreed allowance are already covered, and a visit outside east London uses two of them.

Day-to-day help for your people and your systems: things going wrong, questions, new starters, leavers, printers, email, access problems, advice. It is unlimited under fair use. Projects, migrations, new site builds, hardware, licences and out-of-hours work are quoted separately, so you always know before the cost appears.

Yes, in London. Most problems are solved remotely and faster that way, but some things genuinely need someone in the room — a new office, a server, cabling, hardware. Outside London we work remotely and arrange a visit where it is warranted.

Often, yes. A common arrangement is that we cover the day-to-day and the routine maintenance while your person concentrates on the systems specific to your business, and we provide cover when they are away.

Four steps. A short discovery call about your business and what currently goes wrong. An IT health check where we look at your devices, Microsoft 365 tenant, servers and backups and write down what we find. Onboarding, where we document your systems, set up monitoring and agree how your team contacts us. Then ongoing support, with regular reviews of what could be improved.

Servers are covered by the £75 per user rate if they are your own. One of our Managed VPS does not change your rate — you stay on £50, because the machine and the applications on it are billed separately. Applications running on a server — a file service such as Nextcloud, a mail server, a database, a business system — are priced separately, per application: application cover at £30 per application per month, where we keep it updated, watched and working while user questions stay with you, or full application support at £75, where we also answer your people directly. Installing an application is £100 if you are on a support contract with us and £150 if you are not; larger applications such as Nextcloud have their own price. Odoo, as an example at the upper end, is £150 per month.

Yes. Windows, macOS and Linux, along with Microsoft 365 and the servers behind them.

We hold no current vendor certifications, and we would rather say that than dress it up. What we do have is a small team of engineers with around thirty years each behind them: the work goes back to 1997 and Pro Technologies Limited has traded in the UK since 2012, company number 08184949, which you are welcome to check. On Cyber Essentials we do not hold the badge and do not claim it — we work to the practices behind the scheme, that is patching, access control, multi-factor authentication and tested backups, and we prepare clients for assessment. If a particular certificate matters for your own compliance or for a tender, say so in the first conversation and we will tell you straight away whether we hold it.

Your documentation, licences and accounts are yours. We hand over what we hold and help your new provider pick things up. We do not hold administrative access hostage.

Repairs for home and personal machines

Yes. Computers, laptops, MacBooks and iMacs, virus removal and drive cloning. Bring the machine to us, post it in, or book an engineer visit in London. See Home IT and repairs.

It depends on what is wrong. We look at the machine, tell you what we think it needs and what that will cost, and agree the price with you before any work starts. If it is not worth repairing, we will say so.

Orders, payments and returns

These apply to items and services bought through our shop.

Payments

Is it possible to pay for an order with Visa and MasterCard payment cards?

Yes, of course, we accept payment by Visa and MasterCard.

Is it possible to pay by credit card?

Yes, of course we accept Visa, Mastercard and Amex credit cards.

What payment methods exist in your company?

We accept payment by Visa, MasterCard, American Express, UnionPay, PayPal and bank transfer to our current account. If you cannot place or pay for your order yourself, we will help you and take your order and payment over the phone.

Returns

Can I return the product after purchase?

If you wish to return an unwanted item to us under our 45-day return policy, simply let us know by using our contact form. Please note that the 45-day return policy applies to unwanted products; faulty items come under the 30-day return policy period.

  • In the ‘Your Message’ field, let us know the item or items you wish to return, the reason for the return, and whether you want a refund or a credit
  • On receipt of your message, we will add details of your request on our system and we will email you instructions on how to return the item to us
  • We strongly recommend you use an insured delivery method such as Royal Mail Special Delivery

The item must be complete and in the same condition in which you received it:

  • If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging
  • You haven’t used the item (items are not sold on a trial basis)
  • The item contains no personal data and hasn’t been registered to a user
  • Used items must not have any additional signs of use or damage
Can I order an item so that I can give it a thorough test?

Pro Technologies Limited does not sell products on a trial basis. Any use of the product is relative to examining it and ensuring it suits your needs. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. We may refuse the return of items without the original packaging or where it has been returned in poor condition.

What is the validity period of the gift certificate?

Gift cards and unused portions of the gift cards expire 12 months after the date of activation.

If you need more help

If your question is not answered, please contact our support team.

Phones

+44 (0) 20 3695 2175
+44 (0) 77 9658 6465

Email

info@pro-technologies.co.uk

Working hours

Mon – Fri (except bank holidays) 09:00 to 18:00
Sat 10:00 to 17:00
Remote support: by appointment during these hours

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