Last Updated on January 23, 2026
Service Availability
WebbLMS provides a managed, hosted Learning Management System designed to support reliable, day-to-day academic and professional learning use.
WebbLMS is operated in line with defined service level commitments, including a 99.5% monthly availability target for hosted customer environments.
Customer environments are continuously monitored to detect availability or performance issues, with proactive alerting used to identify and investigate incidents.
Planned maintenance is scheduled to minimise disruption where reasonably possible.
Planned Maintenance
Maintenance may be required from time to time to apply security patches, platform updates, or performance improvements.
Where reasonably possible:
Maintenance is scheduled to reduce impact on active teaching and learning
Advance notice is provided if availability is expected to be affected
Emergency maintenance may be performed without prior notice where required to protect the security or stability of the platform.
Support & Incident Response
WebbLMS provides operational support focused on the availability, stability, and correct operation of hosted customer environments.
Support requests are prioritised based on severity and impact.
Typical initial response targets are:
Critical (environment unavailable): within 4 business hours
High (significant degradation): within 1 business day
Medium (functional issues): within 2 business days
Low (general queries or requests): within 3 business days
Response times refer to acknowledgement and initiation of investigation and do not represent guaranteed resolution times.
Business hours are based on Central European Time (CET/CEST).
Critical incidents affecting service availability may be investigated and worked outside standard business hours where required.
Service Restoration
When a service issue affects a customer environment, WebbLMS prioritises investigation and restoration of access.
Typical restoration objectives are:
Critical outages: prioritised, aiming for same business day restoration where reasonably practicable
Performance degradation: typically addressed within 1–2 business days
Non-critical issues: addressed through normal support or maintenance cycles
Actual timelines may vary depending on issue complexity and external dependencies.
Moodle Version Management
WebbLMS manages Moodle versions and updates as part of the hosted service.
Minor Moodle releases: Typically applied within 30–60 days of official release.
Security patches: Applied as soon as reasonably practicable following release.
Major Moodle versions: Supported following validation and upgrade planning.
Upgrade coordination: Major upgrades are communicated in advance and, where possible, scheduled to align with academic calendars.
Major version upgrades may require customer coordination.
Backups & Data Handling
WebbLMS manages backups and data handling for hosted customer environments to support service continuity and recovery.
Hosted environments are backed up on a weekly basis.
Backups are managed at the infrastructure level and are intended to support restoration of the hosted environment in the event of data loss or service issues.
Where reasonably possible, WebbLMS may assist with restoration from available backups upon request.
Backups are designed to support operational recovery and are not a substitute for institutional data governance or content management practices. Customers remain responsible for managing course content, instructional materials, and user data in accordance with their own policies and requirements.
Scope & Limitations
Formal service level commitments, including availability definitions and remedies, are described in the WebbLMS Technical Specifications and Compliance documentation (available below) and apply subject to the Terms of Service.
This page is provided for transparency and overview purposes and is not intended to replace contractual documentation.
Security Vulnerability Reporting
WebbLMS takes the security of hosted customer environments seriously.
If you believe you have identified a security vulnerability affecting the WebbLMS platform or a hosted environment, please report it responsibly via email to:
security@webblms.com
Please include:
A clear description of the issue
Steps to reproduce (if applicable)
Any supporting evidence (screenshots, logs, etc.)
Your contact details for follow-up
WebbLMS will acknowledge receipt of valid security reports and investigate in line with internal incident response procedures.
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Service Level Agreement
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