Frequently Asked Questions
Everything you need to know about Profolium’s IT services. Can’t find your answer? Contact our team directly.
General IT Outsourcing
What is IT outsourcing and how can it benefit my business?
IT outsourcing means entrusting your company’s IT operations — such as helpdesk support, network management, cybersecurity, and infrastructure maintenance — to an external specialist provider like Profolium. The key benefits include significant cost savings (typically 30–50% compared to hiring in-house staff), access to a full team of certified specialists, predictable monthly costs, and the ability to scale services up or down as your business needs change.
How quickly can Profolium respond to IT issues?
Our response times are governed by Service Level Agreements (SLAs) tailored to your business needs. For critical issues (e.g., complete system outages), we target a response within 1–2 hours and on-site arrival within 4 hours. For standard issues, we aim to respond within 4 hours and resolve within 1 business day. We offer 24/7 monitoring with automated alerts to detect and address issues proactively before they impact your operations.
What industries does Profolium serve?
Over our 15 years of operation, Profolium has served clients across a wide range of industries in Hong Kong, including banking and financial services (AIA, ZA Bank, BCT, BOC), aviation (Cathay Pacific, HACTL), government and public sector (EMSD, MTR), hospitality (The Hari Hong Kong, 11 SKIES), telecommunications (China Mobile), and professional services. We understand the unique IT requirements and compliance obligations of each sector.
What contract terms do you offer?
We offer flexible contract terms to suit different business needs, typically ranging from 12 to 36 months for managed IT services. Longer contracts generally offer better value. We also offer project-based engagements for one-time work such as office setup, system migrations, or AV installations. All contracts include clearly defined SLAs and transparent pricing with no hidden fees.
Cybersecurity
What cybersecurity services does Profolium offer?
Profolium offers a comprehensive suite of cybersecurity services including: network security (firewalls, intrusion detection/prevention), endpoint protection, email security (anti-spam, anti-phishing), vulnerability assessments and penetration testing, security awareness training for staff, incident response, and compliance consulting (PDPO, PCI-DSS, ISO 27001). We take a holistic approach to security, addressing people, processes, and technology.
How do I know if my business has been compromised?
Common signs of a security breach include: unusually slow computer or network performance, unexpected pop-ups or error messages, unfamiliar programs running in the background, unusual account activity or login attempts, files being encrypted or inaccessible (ransomware), and unexpected outbound network traffic. If you suspect a breach, contact Profolium immediately. Our incident response team is available 24/7 to contain and remediate security incidents.
Does my business need to comply with Hong Kong’s PDPO?
Yes. The Personal Data (Privacy) Ordinance (PDPO) applies to all organisations that collect, hold, process, or use personal data in Hong Kong — regardless of size or industry. This includes customer data, employee data, and any other personally identifiable information. Non-compliance can result in enforcement actions, fines, and reputational damage. Profolium can help you assess your current compliance status and implement the necessary technical and organisational measures.
IT Infrastructure & Office Setup
How long does a typical office IT setup take?
The timeline for an office IT setup depends on the size and complexity of the project. For a small office (10–20 users), we can typically complete the setup within 1–2 weeks. For a medium-sized office (50–100 users), expect 3–6 weeks. Large enterprise deployments may take 2–3 months. We work closely with your project timeline and can often complete critical infrastructure work during weekends or after hours to minimise disruption to your business.
Can Profolium handle IT relocation for our office move?
Absolutely. Office IT relocation is one of our core specialisations. Our relocation service covers everything from pre-move planning and network design for the new location, to physical relocation of servers and equipment, cabling at the new premises, system testing, and post-move support. We have successfully managed IT relocations for organisations of all sizes, including complex moves for financial institutions and government agencies. Our goal is zero downtime — or at minimum, planned downtime during off-peak hours.
Should I go cloud or keep on-premises servers?
The right answer depends on your specific business requirements, budget, and compliance obligations. Cloud solutions offer lower upfront costs, greater flexibility, and built-in redundancy. On-premises solutions offer more control, potentially lower long-term costs for stable workloads, and may be required for certain regulated industries. Most of our clients opt for a hybrid approach — cloud-based productivity tools (Microsoft 365) combined with on-premises or co-located infrastructure for sensitive data and latency-sensitive applications. Profolium provides vendor-neutral advice to help you make the right decision.
Pricing & Billing
How does Profolium price its services?
Our pricing is transparent and tailored to your specific requirements. Managed IT services are typically priced on a per-user or per-device monthly basis, making costs predictable and easy to budget. Project-based work (such as office setup or system migration) is quoted on a fixed-price basis after a detailed assessment. We do not charge hidden fees or surprise surcharges. Contact us for a free consultation and customised quote.
Do you offer a free consultation or assessment?
Yes! We offer a complimentary IT assessment for new clients. During this assessment, our senior engineers will review your current IT infrastructure, identify potential risks and inefficiencies, and provide recommendations tailored to your business needs and budget. There is no obligation to proceed, and you keep the assessment report regardless. Contact us at sales@profolium.com or call (+852) 6708-8698 to schedule your free assessment.
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