Frequently Asked Questions
Got questions? We've got answers. If you don't find what you're looking for, just give us a call.
Getting Started
How do I know if my business needs managed IT services?
If you answer yes to any of these, you probably do: Are you spending too much time dealing with technology issues? Do you worry about security threats? Are your employees frustrated with slow or unreliable systems? Is your current IT support reactive rather than proactive? Most businesses with 5+ employees benefit from professional IT management.
How quickly can you start supporting my business?
Typically 1-2 weeks. This includes initial assessment, documentation of your systems, deploying our monitoring tools, and setting up your support access. We can handle urgent needs faster if you're experiencing an immediate crisis.
Do you require long-term contracts?
No. We offer month-to-month service because we believe in earning your business every month. Annual commitments receive a 10% discount, but they're optional. You can cancel anytime with 30 days notice.
What happens to our current IT setup?
We work with what you have. Our onboarding process documents your existing systems, identifies issues, and creates a plan for improvements. We won't force you to replace everything—only what truly needs upgrading.
Support & Response
How do I contact support when I have an issue?
Multiple ways: Call our support line directly, email support@nctriangletech.com, or submit a ticket through our client portal. For managed clients, we also monitor your systems 24/7 and often fix issues before you even notice them.
What are your response times?
For critical issues (system down, security incident), we respond within 15 minutes during business hours. For normal requests, within 1 hour. We define specific SLAs based on issue priority, and our average response time is under 15 minutes.
Do you provide on-site support?
Yes. While most issues can be resolved remotely, some situations require hands-on assistance. Our Professional and Enterprise plans include regular on-site visits. For Essential plans, on-site support is available at an hourly rate.
What hours are you available?
Our standard support hours are Monday-Friday 8am-6pm. Professional plans extend to 7am-9pm. Enterprise clients receive 24/7/365 support. Emergency after-hours support is available for all clients at premium rates.
Services & Security
What security protections do you provide?
Our security stack includes enterprise antivirus/EDR, email security filtering, multi-factor authentication, security awareness training, dark web monitoring, and regular vulnerability assessments. We follow industry best practices and can help with compliance requirements.
Can you help us with Microsoft 365 / Google Workspace?
Absolutely. We're experts in both platforms. We handle setup, migration, ongoing administration, troubleshooting, and user training. Most of our clients use Microsoft 365, and we can help you get the most from your subscription.
Do you backup our data?
Yes, backup management is included in our managed services. We implement the 3-2-1 backup strategy: 3 copies of data, on 2 different media types, with 1 copy offsite. We also regularly test restores to ensure your backups actually work.
Can you help with compliance (HIPAA, etc.)?
Yes. While we can't guarantee compliance (that's ultimately your responsibility), we implement technical controls and best practices that support HIPAA, PCI-DSS, and other compliance frameworks. We also provide documentation for audits.
Pricing & Billing
How does your pricing work?
We use a per-user-per-month model for managed services. This covers the user's workstation, their share of server/network infrastructure, and unlimited support. Pricing starts at $99/user/month and varies based on service level. See our pricing page for details.
Are there any hidden fees?
No hidden fees, ever. Our monthly fee is all-inclusive for covered services. The only additional costs are for projects outside scope (like new equipment purchases, office moves, or major upgrades) which are always quoted and approved in advance.
What payment methods do you accept?
We accept ACH/bank transfer (preferred), credit cards, and checks. Managed services are billed monthly in advance. Project work can be billed on completion or milestone-based for larger projects.
Do you sell hardware?
Yes, we can procure hardware on your behalf at competitive prices. We're vendor-agnostic and recommend equipment based on your needs, not commissions. You're also welcome to purchase hardware elsewhere—we'll still support it.
About Triangle Tech
Are you a local company?
Yes! We're based in the Raleigh-Durham Triangle area and serve businesses throughout the region including Raleigh, Durham, Chapel Hill, Cary, Apex, Morrisville, Wake Forest, and surrounding areas. We're not a national call center—you'll work with the same local team who knows your business.
How long have you been in business?
Triangle Tech was founded in 2020. Our team members bring decades of combined IT experience from enterprise environments, bringing that expertise to small and medium businesses at an accessible price point.
What size businesses do you work with?
Our sweet spot is 10-150 employees, but we work with businesses as small as 5 employees and as large as 500. If you're a local Triangle business that needs IT support, we'd love to talk.
Do you work with specific industries?
We work across many industries but have particular expertise in healthcare (HIPAA), legal offices, financial services, manufacturing, and professional services. Industry-specific experience helps us understand your unique challenges.
Still Have Questions?
We're happy to answer any questions you have. Give us a call or schedule a free consultation.