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Support & Service

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.

Online Support

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!

Contacting Support

If you are unable to resolve your question with our online tools, you may contact our support team.

GoReact

256 West Center
Orem, UT 84057

Hours of Operation

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
6 hours
Overnight/
Holidays
Overnight (Mon-Sat) Midnight-8am
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 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.

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, 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