FAQs
About Us > FAQs
Welcome to the Goober Support FAQ page. Here, we answer some common questions about our services and IT support solutions. If you have any additional questions, feel free to reach out to our team directly. We are adjusting many things in our business to keep up with industry trends and the technology we service, so please reach out for the most up to date and accurate information!
General Questions
Q: Why is Residential Support Gone?
A: As Goober Support has grown, we ran into quality and availability concerns with residential clientele. Unfortunately, due to the nature of supporting businesses and changes in the industry, we either had to cut ties with residential clients or raise prices to an exorbitant level. We did not fully cut off residential clients, but we do now require a service agreement for any non-business client that would like to utilize our service.
Q: What services does Goober Support offer?
A: Goober Support provides a range of IT services designed to meet the needs of small to medium-sized businesses. Our services include managed services, IT consulting, cybersecurity, backups, and much more.
Q: Can you give me internet?
A: Goober Support is not an ISP (Internet Service Provider). We are not able to provide internet, just service and optimize the internal network to take full advantage of the speed you are paying for from your ISP. We can help troubleshoot issues with your ISP and even provide cellular failover, but we do not have a way of being your primary source of internet.
Q: How do I contact Goober Support if I need help?
A: You can contact us through email, or phone. Our support team is available Monday to Friday from 8 AM to 4:30 PM. If you’re on one of our service plans, you can also open a ticket directly through our exclusive lines.
Goober One Plans
Q: What is the difference between Goober One Lite and Goober One Standard?
A:
- Goober One Lite includes essential IT services such as backup management, antivirus protection, and update management. It’s designed for businesses that need core support but prefer to pay for additional services on an as-needed basis.
- Goober One Standard is our full-service package that includes everything in Goober One Lite, plus advanced services such as EDR, SIEM, and advanced patch/update management. It also includes built-in support hours that scale with your business's needs.
Q: Which plan is best for my business?
A: If your business needs essential IT support and prefers to pay only for the hours used, Goober One Lite is a great fit. For businesses requiring more comprehensive security and IT management with predictable costs and built-in support hours, we recommend Goober One Standard. Basically, think about how essential technology is for your business and how much down-time costs you.
Q: How do the built-in support hours work with Goober One Standard?
A: With Goober One Standard, support hours are included in your plan and automatically scale with your business needs. These hours cover tasks such as troubleshooting, software support, and system maintenance. You don’t need to worry about additional charges for support within your allotted hours. Projects and emergencies will be handled separately, and you will be warned before-hand.
Q: Can I switch between Goober One Lite and Goober One Standard?
A: Yes, you can switch between plans based on your evolving business needs. Please contact our support team to discuss plan changes. Most changes can be instituted by the next billing cycle, getting you up to Standard as your needs change.
Support and Service Management
Q: How does Goober Support handle data backups?
A: Goober Support ensures that your data is backed up securely and regularly. Both Goober One Lite and Goober One Standard offer backup management, with Goober One Standard providing more advanced backup options for enhanced data security. Backups can be a mix of on-prem and cloud-based. Both options are regularly tested for both security and continuity.
Q: What is EDR and why do I need it?
A: EDR (Endpoint Detection and Response) is an advanced security tool that monitors and responds to potential cyber threats across all endpoints (computers, devices, etc.). It helps prevent, detect, and mitigate security risks, and it’s included in Goober One Standard to enhance your business's protection against cyber threats. Think of it as the next generation of anti-virus, more suited to a business's security needs.
Q: What is SIEM and how does it work?
A: SIEM (Security Information and Event Management) is a system that collects and analyzes data from your entire IT infrastructure to identify and respond to potential security incidents. SIEM provides advanced security monitoring and is part of Goober One Standard. Think of it like an ADT service with monitoring and alerts, but for your data and network.
Billing and Contracts
Q: How does billing work for Goober One Lite?
A: Goober One Lite offers essential IT services with the option to add support hours as needed. You'll be billed for the base package, and any additional support hours or services will be invoiced separately at the end of each month.
Q: Are there any hidden fees?
A: No, there are no hidden fees with Goober Support. All costs are transparent, and we provide a detailed breakdown of your services and usage each month. Projects are normally proposed separately and will be broken down with clients before hand.
Q: How long are the contracts for Goober One Lite and Goober One Standard?
A: We offer flexible contract terms based on your business requirements. Please contact our sales team for more information on contract options. Most contracts are yearly, other options may be presented.
Technical Support
Q: How quickly can I expect a response from Goober Support?
A: We prioritize critical issues and aim to respond to all support requests within 2-4 business hours. For less urgent inquiries, our typical response time is within 48 hours. Goober One Standard customers receive priority support as part of their package. Goober One Lite receive a small priority bump over non-contracted customers
Q: What if I need emergency support outside of business hours?
A: For customers on Goober One Standard, we offer after-hours emergency support. If you need immediate assistance, please contact our emergency support line. Please note, an increase in rate will be applied if support services are required.
Q: Can Goober Support help with on-site IT issues?
A: Yes, we offer on-site support for businesses within our service area. On-site services are available on a pay-per-use basis for customers. Normally there is no additional fee for on-site, besides a travel charge. Travel charges help pay for gas and the time our technicians will be spending on the road instead of being ready to help you with all of your support needs!
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Our mission is to empower small businesses with premium, enterprise-grade IT solutions—ensuring security, efficiency, and growth through expert support.