Support & Service
All hours in Eastern time
Standard Hours
(Monday-Friday)
Weekdays 9:00 am to 7:00 pm
Target Response Time: 2 hours
Evening Hours
(Monday-Friday)
Evenings 7:00 pm to midnight
Target Response Time: 4 hours
Overnight, Weekend & Holidays
(Monday-Sunday)
Weeknights midnight to 9:00 am
Weekends/Holidays
9:00 am to midnight
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
