SpeakWorks is committed to providing helpful and responsive support to our users for our online applications, including GoReact. Following 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 http://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.
Phone/email support is available as follows (all times U.S. Eastern):
|Period||Timeframe||Target Response Time|
|Standard Hours||Weekdays (Mon-Fri) 9am to 7pm||2 hours|
|After Hours||Evenings (Mon-Fri) 7pm to midnight
Weekends (Sat-Sun) 9am to midnight
|Overnight (Mon-Sat) Midnight-8am
Business holidays (as noted below) all day
*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 feature updates, 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/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, 7am to 10pm)||99.9%|
|Weekend Peak||Weekends (Sat/Sun, 7am to 10pm)||99.5%|
|Non-Peak||Nights (10pm to 7am)||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 average) during the 7am to 10pm Weekday Peak periods.
Updated: July 21, 2016