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Support Center

Call, Chat, Email or On-site support is available.

Email

To open a service ticket please email with your issue and a ticket will be automatically created

Client Portal

Login to the Portal

Phone

Speak with our service coordinator and schedule an appointment or open a ticket

Office

Our office is conveniently located on the North Shore of Nassau county close to the Queens border as well as a new office in New York City across from Bryant Park

Quick Tips & FAQs

Below are some issues users frequently experience and some tips on how to remediate them.

What is the best way to contact you?
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The fastest way to receive support is to submit a ticket request to service@ptg.co detailing the issue

What should I expect from ProActive as my MSP?
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  • As your MSP, you can expect professional timely responses based on the SLA for your organization.
  • When a ticket is opened, the ticket is added to a queue and then assigned to a technician; either in the order the ticket was received or based on the severity of impact.
  • On occasion tickets may need to be escalated to a senior technician if the issue is unable to be resolved in a timely manner.
What is an SLA?
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Service Level Agreement is our standard triage procedure. This determines the severity of impact.

How do I know if an email is SPAM?
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Email SPAM is becoming difficult to differentiate from legitimate email these days.

  1. Always check the email address and DO NOT rely on the display name for confirmation.
  2. Be wary of any email that asks for personal information, money or includes links & attachments.
  3. Still not sure? Contact your IT department. It is better to be safe than sorry.
How do I get my email on my phone or tablet?
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We highly recommend utilizing the outlook app from Microsoft instead of using the default android/apple mail app. Follow this link for easy instruction on how to setup your email on your device.

How do I get Microsoft Office on my PC?
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You may need assistance from one of our engineers, however if you have rights and are able to install on your own you can follow these instructions

My PC is slow and it is difficult to get work done.
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As silly as it sounds.  Rebooting your computer properly can drastically improve your PC's performance. Doing so flushes the memory, halts memory leaks, clears tasks that may be eating up RAM. This should be done weekly at the minimum. This is sometimes the quickest way to resolve an issue and save yourself some time.

I forgot my password, can you tell me what it is?
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Simply put, No. We do not keep records of individual users passwords. If you need assistance, we can assist you in getting your account unlocked and setup with a new password. Please contact our service department.

My Account is locked out, I can't sign in.
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If you are locked out of your account and need a password reset or just need the account unlocked, call us to speak with a technician right away.

If you remember your password you may be able to attempt to sign in again after 15 minutes.

Still have questions?

Let's get you some help. Please keep in mind our SLA procedure

Building Relationships, Humanizing Technology.