Last Updated on January 1, 2026
Service Availability
WebbLMS operates customer environments using managed infrastructure and operational practices intended to support reliable, day-to-day academic use.
WebbLMS targets 99.5% or greater monthly availability for hosted customer environments.
Hosted environments are monitored on an ongoing basis to detect availability or performance issues.
Planned maintenance is scheduled to minimise disruption where reasonably possible.
While WebbLMS is designed for reliability, uninterrupted availability cannot be guaranteed.
Planned Maintenance
Maintenance may be required from time to time to apply updates, security patches, or performance improvements to customer environments or underlying infrastructure.
Where reasonably possible, maintenance is scheduled to minimise disruption to active learning.
Notice may be provided in advance where maintenance is expected to affect availability.
Emergency maintenance may be performed without prior notice where required to protect the security or stability of customer environments.
Support & Incident Response
WebbLMS provides support for issues relating to the availability, hosting, and operation of customer environments. Support requests are prioritised based on impact.
Typical initial response targets are:
Critical issues (environment unavailable): Initial response within 4 business hours.
High-priority issues (significant degradation): Initial response within 1 business day.
Medium-priority issues (functional issues): Initial response within 2 business days.
Low-priority issues (general queries or requests): Initial response within 3 business days.
Response times refer to acknowledgement and initial investigation and do not represent guaranteed resolution times.
Service Restoration
When a service issue affects a customer environment, WebbLMS takes reasonable steps to investigate and restore access.
Typical restoration objectives are:
Critical outages: Restoration efforts are prioritised and typically aim for same business day resolution where reasonably possible.
Performance degradation: Typically addressed within 1–2 business days, depending on root cause.
Non-critical issues: Addressed as part of normal maintenance or support cycles.
Restoration timelines may vary depending on the nature of the issue 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
This Service Availability & Support Commitment reflects typical operational practice and is provided for transparency only.
It does not constitute a service level agreement (SLA).
No uptime guarantees, service credits, or financial remedies are provided.
Service availability, response times, and restoration timelines may be affected by factors outside WebbLMS’s reasonable control, including third-party infrastructure providers, network connectivity, or force majeure events.
Nothing in this document limits or replaces the terms, limitations, or disclaimers set out in the Terms of Service.
