FAQ

General Information

Where are Go Tech Secure Solutions support technicians located?

All of our technicians are located in the United States at our office in Hartford, CT. In fact, all Go Tech Secure Solutions employees work out of our Hartford office.

Are Go Tech Secure Solutions technicians going to be able to fix my issue or answer my questions effectively?

Absolutely. All Go Tech Secure Solutions technicians are experienced and knowledgeable about all supported technologies.

Are Go Tech Secure Solutions technicians certified?

While most of our technicians have one or more industry standard certifications, it is not a requirement. We find that certifications alone are not a good indicator of how knowledgeable a technician is. Anyone can cram for, and pass, a certification test. We value actual education, experience, knowledge, and ability above all else. Our interviewing process goes in depth to discover these things along with how well they communicate and present themselves.

What brands of products does Go Tech Secure Solutions support?

We support ALL companies' products that manufacture computers, consumer technology devices, computer-related peripherals, and software. This includes, but is not limited to, Dell, Hewlett-Packard (HP), Compaq, Apple, Toshiba, Acer, Gateway, Netgear, Linksys, D-Link, Belkin, Microsoft, McAfee, Symantec (Norton), Kaspersky, Trend Micro, Canon, Lenovo, Samsung, Webroot and Adobe.

Can Go Tech Secure Solutions connect to my computer and resolve my problem for me?

Yes. Go Tech Secure Solutions utilizes remote assistance at no additional cost. This is the easiest and most efficient way to see and resolve any issue(s) at hand. To resolve most issues, and to connect to your computer, a working internet connection is required. If your internet connection has stopped working, our technicians will assist you over the phone.

How long will it take to resolve my problem?

This varies depending on the nature and severity of the problem. A resolution of a basic issue may take as little as ten minutes, although most issues will take longer than that. More complex issues can feasibly take an hour or longer depending on a variety of factors. For example, malware removal takes on average anywhere from 2 – 3 hours to fully resolve. Go Tech Secure Solutions works as efficiently as possible to resolve issues and answer questions. We'll be fast, but we will never sacrifice the quality of the work that we provide.

Will Go Tech Secure Solutions replace parts for my computer or other devices?

No. Go Tech Secure Solutions can only resolve issues that do not require physical repair (which are the vast majority of issues). Please keep in mind however, that we can still guide you toward a solution or act on your behalf to get whatever it may be resolved.

Can Go Tech Secure Solutions fix my internet if there is an outage at my Internet Service Provider (ISP)?

No. Go Tech Secure Solutions has no control over and does not manage the connection between your ISP and your home.

Will Go Tech Secure Solutions technicians visit my home or business?

No, Go Tech Secure Solutions only offers remote technical assistance via the phone or internet. Since over 95% of issues can be resolved remotely, the service is ideal for the vast majority of issues that may occur with your technology. For the other 5% of issues, we can still guide you toward a solution or act on your behalf to achieve a resolution.

I have an icon that says 'Go Tech Secure Solutions +1-321-355-5489'. What is this and can I remove it?

This icon is a shortcut to our "calling card" software. The calling card is a quick and easy way to chat with one of our techs and even invite them to log into your computer. It does not run unless you intentionally launch it and it does not allow us to connect to your computer without your permission. For your convenience, we strongly recommend that it remain on the system; but it can be uninstalled from your control panel just like any other program. Please also note that this software does not work with Macs (we can still connect remotely via your web browser however) or on mobile devices.

I have an icon that says 'Go Tech Secure Solutions System Analyzer'. What is this and can I remove it?

The Go Tech Secure Solutions System Analyzer is a free software utility provided as a courtesy from Go Tech Secure Solutions that anyone can use; this is true regardless of whether you are a Go Tech Secure Solutions customer or not. It scans your computer for potential problems and simply reports the results back to you. It does not modify your system or attempt to fix any of these potential problems. If it displays any potential problems, we recommend contacting us. Just like the calling card, it can be easily removed from the system through the Windows control panel. Please also note that this software does not work with Macs or on mobile devices.

Can Go Tech Secure Solutions access my computer after the remote session has ended?

Absolutely not. The only way that our technicians can ever gain access to your computer is if you intentionally request help and then allow us to connect. We have no way of logging into your computer without your consent.

What are your days and hours of operation?

Our current hours of operation are:
Monday – Friday, 9 AM – 10 PM eastern time
Saturday & Sunday, 9 AM – 6 PM eastern time
Please note that holiday hours may differ.

What countries do you currently provide service to?

Currently, Go Tech Secure Solutions only provides services to customers in the United States and Canada.

Home Support Service Information

What kinds of technology does Go Tech Secure Solutions support for my home?

Go Tech Secure Solutions offers technical assistance for all computers and computer related devices in your home. This includes, but is not limited to, desktops, laptops, monitors, smartphones, tablets, routers, modems, network adapters, digital cameras, software applications, printers, multi-function machines, scanners, and networked electronics.

What type of issues does Go Tech Secure Solutions support?

Some common issues that Go Tech Secure Solutions supports include:

• Virus/Spyware/Malware removal
• PC Tune-Up (fixing computer slowness)
• Software installation and troubleshooting
• Internet connectivity – computers, smartphones, tablets, routers
• Home Networking – wireless and wired
• Printer/multifunction/scanner installation and troubleshooting
• General computer errors and problems – Windows and Mac
• Email and Outlook assistance
• Data backup
• Technical questions and guidance
• And many more

What operating systems does Go Tech Secure Solutions provide support for?

We fully support Microsoft Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10 and Mac OS X 10.5 and above. Additionally, Go Tech Secure Solutions supports mobile operating systems such as Android, iOS (iPhone &iPad), Windows Phone, and BlackBerry.

Is there a limit to the amount of devices or issues that I can receive assistance for?

No. Unlike other services, Go Tech Secure Solutions has no limit on the amount of your devices that we support or the amount of issues that you may present to us. Please do note, however, that your support will be limited to devices that you own and ones that are based out of your household.

Is every technology problem that I may encounter able to be resolved remotely?

No. Most technology problems are software related, which typically can be fixed remotely. However, problems that require physical repair or replacement of parts oftentimes cannot be fixed remotely.

Business Support Service Information

What kinds of technology does Go Tech Secure Solutions support for my business or organization?

Go Tech Secure Solutions offers technical assistance for all computers and computer related devices in your business. This includes, but is not limited to, desktops, laptops, servers, monitors, smartphones, tablets, routers, network appliances, modems, network adapters, digital cameras, software applications, printers, multi-function machines, scanners, and networked electronics.

What type of issues does Go Tech Secure Solutions support for my business or organization?

Some common issues that Go Tech Secure Solutions supports include:

What operating systems does Go Tech Secure Solutions provide business level support for?

We fully support Microsoft Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10, Windows Server 2003 and newer and Mac OS X 10.5 and above. Additionally, Go Tech Secure Solutions supports mobile operating systems such as Android, iOS (iPhone &iPad), Windows Phone, and BlackBerry.

Is there a limit to the amount of devices or issues that my business can receive assistance for?

While there is no limits on the amount of issues that you can receive assistance for with our business support plans, devices and servers are limited by the plan that you have and whether or not you have specific add-on services for items such as additional servers and endpoint security appliances, etc.

Is every technology problem that I encounter with my business able to be resolved remotely?

No. Most technology problems are software related, which typically can be fixed remotely. However, problems that require physical repair or replacement of parts oftentimes cannot be fixed remotely. In these situations, Go Tech Secure Solutions can act as a liaison between other vendors and work to resolve issues on your behalf. Any costs associated with outside vendors, part replacement or hardware replacement, is not the responsibility of Go Tech Secure Solutions.

Billing & Pricing

How much do Go Tech Secure Solutions services cost?

Please visit either the Home Support or Business Support page for pricing info.

Are there any hidden fees or taxes associated with the cost?

Absolutely not. The prices stated on our website or the prices provided by a Go Tech Secure Solutions representative are exactly what you pay.

How can I pay for Go Tech Secure Solutions service?

We accept all major credit cards (Visa, MasterCard, American Express, and Discover) and debit cards (debit card must have a Visa or MasterCard logo to be accepted). We do not accept cash, check or money order.

If the technician doesn't resolve my problem, do I still have to pay?

All of our Home Support plans include a 100% money back guarantee on the initial incident. If the technician has tried everything possible to resolve your issue, and the problem still exists, you will receive a full refund. Please visit our terms of service for full details about our money back guarantee policy. Our Business Support plans do not include a money back guarantee. Please speak to a Go Tech Secure Solutions representative for more details.

Do Go Tech Secure Solutions support plans automatically renew?

Yes. The plans will automatically charge your card each billing cycle (monthly or yearly) as long as the plan is active. Business customers are required to sign a special service agreement as well.

Will the price of my service ever go up?

No. As long as you maintain an active service with us, your plan price will never increase. However, if Go Tech Secure Solutions happens to ever lower the price of the plan that you are enrolled in, you will be billed at that new lowered rate starting the next billing cycle.

Is my personal information, including card information, secure?

Go Tech Secure Solutions takes extraordinary measures to ensure that all customer data is stored securely and that card information is transferred in the most secure way possible. Go Tech Secure Solutions also maintains PCI compliance which is the industry standard for credit card security practices.

How do I update my personal information that is on file, such as credit card, billing information, etc.?

Please call us and a Go Tech Secure Solutions representative will be happy to update your information.

Am I able to cancel my service?

Yes. Go Tech Secure Solutions home support plans have no obligation past your current support period. For example: if you have a one year unlimited support plan, you would simply need to cancel prior to your next billing date. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Go Tech Secure Solutions representative for more details.

If I cancel my service prior to my next billing date, will Go Tech Secure Solutions provide a prorated refund?

No. Go Tech Secure Solutions does not provide prorated refunds. If you cancel before your current support period ends, you will still receive service for the rest of that time frame. The plan would then not automatically renew going forward.

Is there a cancellation fee?

No. Go Tech Secure Solutions home support plans do not have any extra cancellation fees if you no longer need the service. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Go Tech Secure Solutions representative for more details.

Can I upgrade or downgrade my service?

Yes absolutely. If you wish to upgrade or downgrade your service for any reason, please simply call us and we'll be happy to discuss your options.

Can I change the billing date of my service?

Yes. If you find going forward that a different bill date is more convenient for you, please simply call us and we'll be happy to work with you to make it a different date each month or year. Please note that business plans are only billed monthly.

Can I put my service on hold if I do not currently have any supported technology?

If you have the Essential home support plan, yes. We'd hate to see you pay for something you don't use. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don't currently have a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. We cannot put our Plus or Complete plans on hold since they include licensed security software and cloud data backup services that cannot be paused. Additionally, putting your service on hold is not an option for any of our business plans.

Can I put my service on hold because I will not be home and won't be using my technology?

If you have the Essential home support plan, yes. We'd hate to see you pay for something you don't use. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don't currently have a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. We cannot put our Plus or Complete plans on hold since they include licensed security software and cloud data backup services that cannot be paused. Additionally, putting your service on hold is not an option for any of our business plans.

I can't afford to pay for my service. What can I do?

We understand that your financial situation can change and that you may find it more difficult at times to pay for service. Go Tech Secure Solutions appreciates you as a customer and we want to work with you to ensure that you are able to maintain service without it being a financial burden. Please call us to discuss your options with a Go Tech Secure Solutions representative.

How do I cancel my Go Tech Secure Solutions service?

Please call us and a Go Tech Secure Solutions representative will be able to assist you with the cancellation process. Additionally, before disputing a charge with your bank or credit card company, please contact us and a Go Tech Secure Solutions representative will work with you to clarify or refund any charges that are in question. If there is an error on our part, we will be sure to rectify it immediately. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Go Tech Secure Solutions representative for more details.

Does Go Tech Secure Solutions make it difficult to cancel service or pressure me into keeping service?

Absolutely not. Go Tech Secure Solutions prides itself on providing exceptional customer service regardless of the reason that you are calling. While we will, of course, attempt to work with you to maintain your service, we will at no point force or pressure you into keeping it. However, we will ask you about your overall experience and reason(s) for cancelling in an effort to ensure that we are providing the best possible service. Please note that business plans may have additional restrictions depending on the agreement signed. Ask to speak to a Go Tech Secure Solutions representative for more details.

If Go Tech Secure Solutions processes a refund, how long does it take for the funds to be returned me?

Go Tech Secure Solutions processes all credits and voids immediately upon approval to expedite the time it takes for funds to be credited or become available to your account. Please note that the process can vary in length depending on the speed of the credit card processors and your particular financial institution. So it's possible that your credit may take up to 10 business days to complete. We have no control over the speed at which funds become available again or when a credit is posted to your account.

Can I cancel Go Tech Secure Solutions service on behalf of a family member, friend or someone else in my company or organization?

If you are calling on behalf of someone else to cancel a home support plan, we require direct consent from the paying customer or power of attorney in order to proceed. Proof of power of attorney can be provided via email or fax, while direct consent can be provided verbally over the phone. If the customer has passed away, a published obitury or copy of a death certificate is required in order to cancel services. This policy protects the legal rights of our company as well as our customers. Business plans require that the original individual who signed the agreement at your company or organization or someone of equal or higher authority be the one who cancels the service.

Data Backup Service

Does Go Tech Secure Solutions offer data backup services?

Yes. Go Tech Secure Solutions offers data backup services in addition to our support services. Data backup plans are separate from our technical support plans.

Is Go Tech Secure Solutions data backup cloud based?

Yes. For ease of use, reliability, and security; cloud based data backup is the best option both for home users and businesses.

Is the data backup secure?

Of course. Before your data is uploaded to our servers, it is first encrypted on your device. It is securely sent via a secure SSL (Secure Socket Layer) connection. The data is then stored in world-class data centers that employ the highest security standards. For additional security, you have the option to use a 256-bit AES key; which is military grade encryption.

Does the data backup service have the ability to back up data to an external device such as a hard drive or flash drive?

Yes. In addition to backing up your data to the cloud, the software can be set to back up the data to your external device.

Why is cloud data backup better than traditional data backup methods?

Cloud data backup securely makes a copy of your important data to a secure location on the internet for easy recovery in the event that something happens to your computer. This is better than using an external device, as external devices are prone to corruption, damage, failure, and physical loss such as theft or misplacement. Having your important data backed up "offsite" eliminates these risks while adding a significant convenience and reliability factor. Additionally, the backup software automatically backs up your important data up to 8 times a day.

Does the data backup service have the option to backup photos and videos from my mobile device (smartphones and tablets)?

Yes. The data backup mobile app can be installed and set to automatically back up your photos and videos to the cloud. It also allows you to easily share them across multiple devices.

Does the data backup work on multiple devices?

Yes. The data backup software can be installed on multiple devices. It works on Windows, Mac, Android and iOS (iPhone and iPad).

Is the Go Tech Secure Solutions data backup service HIPAA compliant?

Yes. The Go Tech Secure Solutions data backup service is HIPAA compliant. If I cancel my data backup service, will my backed up data be lost? Yes. For security purposes, as soon as your backup account is cancelled, all of the backed up data will be deleted from the server.