Support & Service

All hours in Eastern time

Standard Hours
(Monday-Friday)

Weekdays  9:00 am to 7:00 pm

Evenings  7:00 pm to midnight


Target Response Time: 2 hours

After Hours
(Evening & Weekends)

Evenings 7:00 pm to midnight

Weekends 9:00 am to midnight


Target Response Time: 6 hours

Overnight/Holidays
(Monday-Saturday)

Weekdays midnight to 9:00 am

Business Holidays
(as noted below) all day

Target Response Time: 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: 

Small Update

Downtime: None
Frequency: Weekly or more

Scheduling Window:
Anytime

Minor Update

Downtime: Up to few minutes
Frequency: 1-2x/month

Scheduling Window:
Non-peak hours

Major Update

Downtime: Up to several hours
Frequency: 2-4x/year

Scheduling Window:
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 updates.

Uptime Objectives

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

Weekday Peak

Weekday (Monday-Friday)

7:00 am to 10:00 pm

Uptime % Goal:
99.9%

Weekend Peak

Weekday (Sat-Sun)

7:00 am to 10:00 pm

Uptime % Goal:
99.5%

Non-Peak

Nights

10:00 pm to 7:00 am

Uptime % Goal:
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

© Copyright 2018 Speakworks, Inc.
All Rights Reserved