Frequently asked questions about how PTS delivers IT support, technology projects, procurement, cloud, cybersecurity and AV for businesses across Hong Kong, China, Singapore and APAC.
What IT services does PTS Managed Services offer?
PTS provides end-to-end IT services for businesses in Hong Kong and the Asia-Pacific region. Our core offerings include outsourced IT support, managed services, infrastructure consultancy, AV and smart workplace design, IT procurement, and project delivery. We serve as a strategic IT partner for companies needing reliable, responsive, and standards-aligned support.
What types of businesses use PTS for IT support?
PTS supports international companies operating in Hong Kong and across Asia — including financial services, legal firms, manufacturers, education providers, and corporate offices. Our clients often have global headquarters but require a trusted local partner to manage IT operations, projects, and infrastructure.
How does your outsourced IT support and help desk work?
Our fully staffed IT help desk provides fast, multilingual support to end users in Hong Kong and the region. We handle day-to-day issues, remote troubleshooting, and onsite field engineering where needed. All services are delivered to ISO-aligned standards with transparent SLAs and performance reporting.
Can PTS manage IT projects and technology upgrades?
Yes. PTS delivers a wide range of IT and AV projects — including office IT setup, AV system design, network upgrades, cloud migration, and IT relocations. We provide hands-on project management, technical design, vendor coordination, and post-project support to ensure a smooth transition and minimal business disruption.
What IT procurement services do you offer in Hong Kong and Asia?
PTS provides vendor-neutral IT procurement across APAC. We handle hardware sourcing, vendor selection, logistics, import/export compliance, warranty registration, and lifecycle tracking. We procure from leading brands like Cisco, Lenovo, Dell, HP, Poly, Logitech, and HPE — from end-user devices to server room infrastructure.
Does PTS support offices outside of Hong Kong?
Yes — we support regional operations throughout Mainland China, Singapore, and wider Asia. We help global clients with satellite offices, factory sites, and remote branches by providing local IT expertise, support coordination, and ongoing service delivery — often working in partnership with overseas IT teams.
How long has PTS been operating?
PTS was established in Hong Kong in 2001 and has been delivering managed IT services, technology projects, AV and procurement across Hong Kong, China and Singapore for more than 25 years. We are British-owned, locally staffed and ISO 27001 certified.
Is PTS ISO certified?
Yes. PTS holds ISO/IEC 27001 certification for information security management and ISO/IEC 20000 certification for IT service management. This matters for regulated clients, security questionnaires, and audit-ready procurement.
How much does managed IT support cost in Hong Kong?
Pricing depends on your headcount, the number of sites, your operating hours, and the level of cover you need (remote helpdesk only, remote plus onsite engineer days, fully managed, etc.). For a typical 20–100-user office in Hong Kong with business-hours coverage, costs are predictable on a per-user-per-month basis. After an initial scoping conversation we come back quickly with a costed proposal — no obligation, no high-pressure follow-up. Get in touch to start one.
What’s the minimum contract length?
A standard managed services agreement is annual, with a three-month termination notice. We don’t lock clients into multi-year contracts. Project work is delivered on its own statement of work and is not tied to the support agreement.
What does onboarding look like?
A typical onboarding runs four to six weeks: discovery (one to two weeks documenting your environment, vendors, accounts and pain points), tooling (deploying our RMM agent, ticketing access, monitoring); knowledge transfer with any outgoing provider or internal team; go-live with a hypercare period. For smaller offices it can be much faster; for multi-site or regulated environments, longer. We define the plan in writing before any switchover.
What response times can we expect?
Response times are set in your service agreement and aligned to business impact. As a typical benchmark: critical incidents (business-stopping outage) are acknowledged within 30 minutes during business hours; high-priority issues within 1–2 hours; standard issues same business day. Out-of-hours coverage is available where the engagement requires it.
Do you support Mainland China?
Yes. Our locally registered Shanghai entity (培腾司商务咨询（上海）有限公司) gives us a compliant footprint in Mainland China — RMB invoicing, on-the-ground Mandarin-speaking engineers, and experience navigating ICP licensing, M365 tenant choices (global vs 21Vianet) and the China-specific cybersecurity and PIPL requirements. See our China IT services page or the Microsoft 365 in China 2025 guide.
Do you support Singapore?
Yes. We have a Singapore office (9 Battery Road, MYP Centre) and deliver IT support, projects and procurement for Singapore-based businesses, often as a regional partner for organisations that also need HK and China coverage. See IT support in Singapore.
What languages do you support?
English, Cantonese, and Mandarin across our helpdesk and onsite teams. Engineers in each market work in the local language of business as standard. Documentation is delivered in English by default; bilingual documentation is available where the engagement requires it.
What about data residency for our information?
Where data residency is a concern (regulated industries, China-based operations, sensitive client data), we design the support model around the constraint — including the choice between a global Microsoft 365 tenant vs a 21Vianet China tenant, regional vs global ticket-handling, and which engineers can access which systems. See the Microsoft 365 in China guide and our China IT services page.
Will you work alongside our existing IT provider?
Yes. This is common — we often sit alongside an internal IT manager (taking on out-of-hours, project work, or specialist domains like AV or China) or coordinate with a separate cloud-services or telco provider. Our Virtual CIO / IT advisory service is designed for exactly this — adding governance and direction on top of existing operations.
Do you have your own engineers, or do you sub-contract?
Our helpdesk and field engineers in Hong Kong, Singapore and Shanghai are PTS employees. We may use specialist sub-contractors for low-voltage cabling, vendor-specific certifications, or out-of-region scope, but the core IT support and project delivery is in-house.
Can you help us recover from a security incident?
Yes. We provide incident-response support — initial triage, containment, forensics coordination, communication with insurers and regulators where required, and the remediation work afterward (rebuild, hardening, policy updates). Existing managed-services clients get response cover as part of the agreement; ad-hoc engagements are taken on case by case.
How do we get a proposal?
Use the contact form, email [email protected], or call Hong Kong on +852 3658 5000, Singapore on +65 3138 3811, or Shanghai on +86 147 1440 0213. Tell us headcount, locations, current setup and what’s prompting the conversation — we’ll come back quickly with a practical, costed proposal.
Related services
Browse our specific service pages for more detail:
- Managed IT services — one provider running your whole IT operation: helpdesk, security, cloud and strategy across Hong Kong and APAC.
- Cybersecurity — ISO 27001-aligned defence against phishing, ransomware and account compromise.
- Cloud Services — Microsoft 365 and Azure planning, migration and support.
- IT projects and infrastructure consultancy — office IT, cabling, AV and Microsoft 365 rollouts.
- IT Procurement — vendor-neutral sourcing across Hong Kong, China and APAC.
- China IT Services — services for global businesses operating in Mainland China.
- IT Support Singapore — managed IT for Singapore-based offices.
- Office Relocations — the IT side of every office move.
- Virtual CIO / IT Advisory — senior IT leadership without the full-time hire.