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

STUDENTS

INSTRUCTORS

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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