Premium Support & SLA for Moodle
Continuous operation with SLAs, monitoring, preventive maintenance, and incident response for critical Moodle.
What we offer
A support scheme for organizations where Moodle is mission-critical (universities, corporate, government), focusing on availability and continuity.
Service Modalities
1. Preventive Maintenance
- Periodic review of logs and platform health.
- Minor updates (security) under controlled maintenance windows.
- Cleaning/optimization of caches and jobs, cron verification.
- Review of DB growth and storage.
2. Monitoring and Alerts
- Alerts for degradation (CPU, RAM, IO, DB, latency, errors).
- Thresholds defined by criticality (exams/enrolment).
- Availability and event reporting.
3. Incident Management
- Triage and containment (rapid mitigation).
- RCA (root cause analysis) and correction plan.
- Coordination with internal IT / cloud provider when applicable.
Packages (referential)
- Essential: health + maintenance + support during business hours.
- Business: monitoring + windows + priority response.
- Critical: extended coverage, preparation for peaks, support for critical events.
Deliverables
- Defined SLA/OLA (response and resolution times by severity).
- Monthly report (status, changes, recommendations).
- Operation and recovery runbooks.
Result
Fewer crashes, faster recovery, and predictable operation with professional support.