How to reach us
Use the contact form. Each college is given a named contact and a direct address when it starts, and every course report carries it. Business hours are weekdays, 9 a.m. to 5 p.m. Pacific time, excluding United States federal holidays.
What helps us most: the course, the card or button you used, what you expected to happen, and what happened instead. A screenshot is welcome; never send a student's name or work.
How soon a person answers
"Answers" means a person has read your message and replied with what happens next, not an automatic acknowledgment.
| Severity | What it means | A person answers within | What happens next |
|---|---|---|---|
| 1. Urgent | Glassability is unavailable, or a change it made is wrong in a course students are using. | 6 business hours | A wrong change is reversed from its saved before-copy first, then diagnosed. |
| 2. Stalled | A scan, a repair or a campaign has stopped or failed, and no student is affected yet. | 1 business day | Restarted or explained, with what it will take. |
| 3. Question | How something works, a request, a suggestion. | 2 business days | An answer, or a date for one. |
When something goes wrong
- Every change can be put back. Glassability changes nothing without the instructor's press, and it saves a copy of each item before and after it changes it. Reversal is a remedy, not a promise.
- Nothing waiting is lost. A scan or repair that cannot run right away waits in a queue until it can.
- Status is public. accessibility.glass/healthz says whether the service is up and when the engine that does the scanning last checked in.
Starting, and staying in touch
Each college starts with an onboarding session for the people who will use and support Glassability. During the term there are office hours on Zoom for instructors, and we meet a college or a college system at the intervals it prefers.
Availability
The target is that Glassability answers 99 percent of the time in each calendar month (about seven hours of allowed downtime a month), measured from outside by an independent monitor. Maintenance announced at least 48 hours ahead is not counted. Scanning and repair are not counted either: when the engine that does them is busy or offline, work waits in a queue until it can run, and none is lost. The public status of both is at accessibility.glass/healthz.
Circumstances outside our control
The response targets may be extended, without breach of any agreement, when events outside our reasonable control prevent us from meeting them: a fire, flood, earthquake or other natural disaster, a regional power or network outage, or the failure of a service Glassability depends on. We will say so as soon as we can, and return to the targets once it passes.
As we grow
Support grows with the colleges we serve. An agreement with a college system includes a dedicated support contact. A help assistant that answers from these pages is planned; it will see no course or student data, and it will hand anything it cannot answer to a person.