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.
For maintenance of our Cloud environments, we have a near-zero downtime maintenance model in place. This means we can carry out most maintenance activities day-to-day without any interruption to customers. For maintenance of our platform, we deliver updates monthly without the need for planned downtime. While we have a defined monthly maintenance window, our near-zero downtime model means that we may not use it at all.
The majority of maintenance windows that occur are zero downtime and zero impact maintenance windows. However if work needs to be completed during a maintenance window that has the potential to be customer-impacting, if feasible, it will be scheduled between 1:00 - 7:00 a.m. (in the associated data center time zone) on the following dates:
- United States - 1st Sunday of the month 1AM-7AM ET
- Canada - 2nd Sunday of the month 1AM-7AM ET
- Singapore - 3rd Saturday of the month 1AM-7AM ST
- Australia - 3rd Saturday of the month 1AM-7AM AET
- Ireland - 3rd Sunday of the month 1AM-7AM IT
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.