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.
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!
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
|Overnight (Mon–Sat) Midnight–8:00 am
Business holidays (as noted below) all day
- 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.
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.
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