Frequently Asked Questions

Do you assign a technician to our account for all of our service needs?

One technician is not assigned to your account.  However the same technician will work on the same types of issues. For example, a server specialist will always handle your server work, and a workstation specialist will always work on workstation issues.

Can I limit my employees’ access to the internet?

Yes.  There are a number of ways to do this depending on how your computer network is configured.  Limiting internet access can be a great way to remove distractions to employees as well as reduce the risk of computer malware and viruses.

How concerned do I need to be about the security of my computer network?

Protecting your network and data from both internal and external threats is extremely important .  The proliferation of smart phones and other technologies has made access to business data easier than ever.  There is no one answer on how to protect your data since each business is different and therefore each has its own unique security issues.

How do I know my important business data is being backed up?

Ongoing comprehensive backups of your business data is essential.  Generally several types of  backups are in place as added assurance your data will be available in the event of a fire, flood, hardware failure, user error or a computer virus.  You should familiarize yourself with the various methods in place and conduct regular checks to see if the backup systems are working properly.

Does the Cloud offer advantages to my business?

Many businesses can benefit from some aspect of the Cloud.  The Cloud is a very broad term that covers many technologies.  The Cloud can be used manage traditional tasks such as backing up your data to running applications.

How can social media help my business?

Most businesses can benefit from social media.  Social media applications such as Facebook, LinkedIn, blogs, etc., are powerful and inexpensive tools that can open and maintain a dialog between you, your existing customers and potential new customers.  Think of social media as another member of your staff, that knows everything, never gets tired and is willing to work 24/7 without receiving a pay check.

How can I add new data to my website myself?

Most of today’s websites provide easy access for editing information, uploading pictures and downloadable files.  Older websites are less likely to have this feature.

My website was set up years ago and is now out of date. How can you help?

It probably would make sense to rebuild your website using today’s web development software tools. To expedite the process the content from the old website can be used in the new site. Social media may not have existed when your current site was created. With a new website social media is critical to it being a useful tool to help promote and build your business.

Can you review my technology system to make sure it is configured properly?

Yes, in fact this is the first thing we suggest before working with a new client.  We need to understand how the system is configured, what applications are being used, where data is located and what types of data backup systems are in place.  We conduct a comprehensive inventory of all the components of your system – servers, workstations, switches, routers, printers, backup systems, cabling, etc. We then enter the survey data into a software system we built called Visual Network Manager.  This system not only provides a detailed list of all components but also color codes the data highlighting any component that falls below our recommended system requirements.

Are you willing to teach us how to handle small support issues?

We encourage our clients to understand all aspects of their technology systems.  This understanding allows them to participate in the system design and operation therefore increasing its effectiveness and reducing their support costs.  We encourage our clients to designate a person in their organization as the Technology Liason to communicate issues to us and help coordinate service.

We work with a software vendor that is located out of the area. Can you help us work with them?

Yes we will work with your software provider to assist in installation, upgrades and support as well as system user permissions, data backup and printer requirements.  We can also assist in troubleshooting problems related to operating systems configurations.

Can you help us install new software?

Every software system has its unique installation process.  Some are fairly straightforward while others can be very complex.  We have been very successful in helping our clients install software on their systems.

What are the ways in which you provide support?

We support our clients in four ways – phone, email, remote PC connection and on site.  The first three methods allow for the fastest completion times and the lowest cost to you.  Our remote PC connection is especially useful since it allows us to connect to your computer’s screen.  This makes it easy for us to see problems and take corrective action.  On-site service is required for installation of new equipment or to provide service when the internet is not available for a remote connection.

I have an employee that is very tech savvy. Why would I need your services?

We enjoy working with people who have a strong IT background.  In situations where a client has a staff member with IT experience, that person can play an important role.  We can provide support to your employee for the more complicated, non-routine IT management tasks.  We can also act as advisor to that person to discuss options and requirements for system enhancements and problem resolution.

How do I contact you to request support?

There are three ways to request support:

  1. Call us at 610-430-0800
  2. Email us at Support@goesi.com
  3. Submit a support request using the “Submit a Support Request” link on our homepage

 

What is your geographic service area?

We support clients in the suburban Philadelphia area including Bucks, Chester, Delaware, Montgomery, and New Castle counties.

How long have you been in business?

We have been in business since 1988.

What advantages do you offer compared to an in-house IT support person?

There are a number of advantages:

  • We provide only the service you need.
  • We have a strong team of people to provide support.
  • Because we work with so many businesses we have a wide range of experience.
  • You do not need to manage our work.
What types of businesses use your services?

We work with small to medium size businesses.  We support a wide variety of businesses including construction, financial services, medical, distribution, education and waste/recycling.

Can you handle all of my business technology needs?

We have significant experience in many areas of technology.  These include workstations, servers, networks, printers, software, websites, web based applications, etc.  When we don’t have an immediate answer we quickly research the issue and find a solution.

How long will I have to wait for service?

We strive to provide prompt service with our goal to resolve any problems before the end of each day.  We prioritize service so that clients with immediate needs take precedence over routine service. You can always talk to someone in our main office duirng our normal weekday business hours of 8:30 to 5:00 pm and in many cases speak to a technician.

Do you provide service after your normal business hours?

After normal weekday business hours we forward our main phone number to one of our cell phones so you can talk to someone at any time.  We provide technical service outside of our normal weekday hours of 8:30 am to 5:00 pm for emergencies or for system upgrades or moves that need to takes place in off hours.

Do you offer annual support contracts?

The majority of our IT support clients have signed up for our annual IT Management Plan.  The plan offers a 20% hourly rate reduction.  A fixed monthly amount is billed based on your anticipated service needs.  If  actual service requirements exceed the annual total of your monthly payments, we invoice you for the additional time.  If your actual service needs for the year are less than the amount paid, any unused time is carried forward to the next Plan year.

What are your normal business hours?

Monday through Friday from 8:30 am to 5:00 pm.