We understand the importance of reliability.
D2L employs a Continuous Delivery model for the Brightspace platform, releasing defect fixes and new features on a monthly recurring schedule which does not require downtime or unavailability of the environment.
As of January 2018, for maintenance of our Cloud environments, we implemented a new model.
Previously, we had a defined monthly maintenance window in which clients could expect some impact to the availability of their Brightspace instance. Now, there is no need for a defined, planned window for downtime. Instead, clients can expect that Brightspace is always available.
Of course, in very rare cases, issues may arise that are outside of our control which may require us to perform maintenance that will impact site availability. In these rare cases, where we can, we will perform the maintenance well outside of core daytime hours and we will give you advance notice of this maintenance.
Our communication commitments to you when impactful maintenance is needed are:
- Notice of maintenance that will impact the availability of critical functionality will be sent at least 30 days in advance of the maintenance.
- Notice of maintenance for critical issues beyond our control, such as security patches required for third-party technology, will be sent at least 24 hours in advance of the maintenance.
- All communications to you will be sent by email to ASCs (Approved Support Contacts) associated to the affected Brightspace site.
- In that communication, we will provide an estimate of the amount of downtime required as well as the window of time that downtime may occur in.
- Only in the event that the entire site will need to be taken offline for maintenance, we will post maintenance pages to avoid confusion.