Moodle Support Hours & Response Targets
What we commit to, by severity - and an equally clear statement of what we do not cover.
Most Moodle providers advertise “24/7 support” and a “99.9% uptime guarantee” without defining either. We offer round-the-clock cover for genuine incidents – and, unlike most, we publish exactly what that means.
Support hours
Critical incidents: 24 hours a day, 7 days a week, including weekends and public holidays.
Everything else: Monday to Friday, 8:30am – 5:30pm AEST/AEDT.
The split is deliberate. You need someone awake when a site is down mid-assessment; you do not need someone awake to answer a question about a gradebook setting. Splitting it this way is what lets us actually meet the one-hour critical target instead of quietly missing it.
For clients in other states we track your public holidays for maintenance scheduling, and we schedule disruptive work in your local time – for Western Australian clients that means AWST windows, not eastern-state early morning that lands in the middle of your working day.
First-response targets by severity
These are first-response targets – the time until a person who can actually help has picked it up and told you what is happening. Resolution time depends on the fault and we do not pretend a single number covers it. Critical is measured in clock hours around the clock; the rest are measured in business hours.
| Severity | What it means | First response |
|---|---|---|
| Critical | Site down, or learners cannot access an assessment that is open now. Nothing works and nothing can wait. Covered at any hour, any day. | 1 hour, 24/7 |
| High | A major function is broken – enrolment failing, grades not saving, email not sending – but a workaround exists or it is not blocking an active assessment. | 4 business hours |
| Normal | Something is wrong but the site is usable. A bug, a misconfiguration, a question about behaviour. | 1 business day |
| Low | Advice, a change request, a scheduled piece of work, or a question with no deadline attached. | 3 business days |
Severity is assessed on impact, not on how the ticket is worded. If we disagree with your assessment we will say so and explain why rather than silently downgrading it.
What we do not offer
- A 24/7 help desk for routine questions. Out of hours is for critical incidents – site down, or an assessment blocked. A question about a gradebook setting at 2am will be answered in the morning, and we would rather say so than pretend otherwise.
- An uptime percentage guarantee with service credits. We monitor uptime and we will show you the figures, but we are not going to publish a number backed by a credit scheme designed never to pay out. Ask any provider who quotes one exactly how a credit is claimed, and watch what happens.
- Learner and trainer help desk. We support the platform. Questions about a specific course, enrolment or grade are best answered by someone inside your organisation.
- Support for changes made by others without telling us. If a third party installs a plugin or edits the server directly, we will still help – but the response targets above assume we know what is on the system.
How to get the fastest response
- Email is the front door. It creates the ticket, timestamps it, and gives us something to look at immediately. For a critical incident out of hours, phone – that is what triggers the one-hour clock, and email alone may not.
- Say what changed. “It broke this morning after we installed X” saves more time than any other sentence.
- Include one example. A URL, a username, a course, a time. One concrete case beats a general description every time.
- Say if an assessment is open. That is usually what moves something to Critical, and we cannot know it unless you tell us.
Planned maintenance
Routine maintenance happens in agreed windows outside your teaching hours. Anything with a risk of visible disruption is scheduled with notice and rehearsed on your staging environment first. Emergency security patching may happen sooner where a Moodle advisory warrants it – we will tell you what we did and why.
Related
These targets apply to clients on managed hosting or a support and maintenance agreement. Where we maintain a Moodle hosted elsewhere, commitments differ because some fixes depend on your provider acting – we set that out in writing rather than leaving it implied. New enquiries go through the contact page.