Support & Service

SpeakWorks is committed to providing helpful and responsive support to our users for our online applications, including GoReact. Below is information about our support resources and service levels.

Online Support

GUESS WHAT? Nearly all questions can be answered immediately in our online documentation and troubleshooting info at community.goreact.com. Check there first for the fastest answers!

Contacting Support

If you are unable to resolve your question with our online tools, you may contact our support team.

256 West Center
Orem, UT 84057

Hours of Operation

Phone and email support is available as follows (all times U.S. Eastern):

Period Timeframe Target Response Time
Standard Hours Weekdays (Mon–Fri) 9:00 am to 7:00 pm 2 hours
After Hours Evenings (Mon–Fri) 7:00 pm to midnight

Weekends (Sat–Sun) 9:00 am to midnight

6 hours
Overnight/

Holidays

Overnight (Mon–Sat) Midnight–8:00 am

Business holidays (as noted below) all day

12 hours

Holidays

  • Martin Luther King Jr. Day
  • President’s Day
  • Memorial Day
  • Independence Day*
  • Pioneer Day (24 July—Utah State Holiday)*
  • Labor Day
  • Thanksgiving Weekend (Thu–Fri)
  • Christmas Break (Dec 24–Jan 1)*

*If the holiday falls on a Saturday, closure is observed on the Friday preceding. If the holiday falls on a Sunday, it is observed on the following Monday.

Maintenance Periods

SpeakWorks regularly updates its online applications with new features, bug fixes, and system upgrades. Such updates fall into three categories:

Update Type Interruption to Service Frequency Scheduling Window
No downtime Weekly or more Anytime
Minor Up to a few minutes 1–2x / month Non-peak hours
Major Up to several hours 2–4x / year Fri–Sat evenings*

*Major updates and their associated scheduled downtime will be announced by email or online notice to Instructor and Admin account holders in advance of the update.

Uptime Objectives

Our current service level objectives, measured monthly and excluding scheduled maintenance, are as follows (all times U.S. Eastern):

Period Timeframe Uptime % Goal
Weekday Peak Weekdays (Mon–Fri, 7:00 am to 10:00 pm) 99.9%
Weekend Peak Weekends (Sat–Sun, 7:00 am to 10:00 pm) 99.5%
Non-Peak Nights (10:00 pm to 7:00 am) 99.0%

These percentages indicate our uptime objective. For example, we aim to be unavailable less than 0.1% of the time (less than 90 seconds per day on average) during the 7:00 am to 10:00 pm Weekday Peak periods. Updated: July 21, 2016

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