Maintenance Windows and Update Times

This article explains when and how maintenance is carried out on your LMS environments and what impact this may have on availability. This only applies to cloud customers with their own codeline or dedicated environment. The maintenance windows for customers on our general cloud environments can be found here: Cloud Maintenance Schedule

Within the article, two different types of environments are differentiated as the delivery considers a staging approach where deliveries are first provided to lower stages:

• Non‑productive environments (e.g. test, staging, training systems)

• Productive environments

To ensure a secure and stable operation of your system and for providing regular patch updates, we perform regular maintenance and updates on both productive and non‑productive environments.

Tickets of type Delivery are created by the support team during the planning and preparation of patch deliveries. They are used to provide further information about the delivery contents and to schedule appointments and inform about delivery dates. The Estimated Delivery Date indicates a date for the first delivery which is usually a non-productive environment.

General Information

This includes also the preparation work by Hosting department including database backup, configuration activities, and system rollback in case of technical issues etc.

The maintenance window might impact:

Access:

• Within each maintenance window your system will be restarted at least once. The restart usually takes several minutes, during which the system is not accessible.

• During the remaining window, short interruptions or slower performance may occur.

• In exceptional cases, a longer downtime within the 2‑hour window may be required.

User sessions:
Active sessions may be terminated; users might need to log in again after maintenance.

In‑progress activities/ background jobs and integrations:
Automatic jobs may be disrupted and actions that are not completed before maintenance starts may fail and might need to be repeated (e.g. uploads, imports jobs, course completions).

Planning and Execution

In the following, the article describes planning and execution non-productive and productive environments.

Non‑productive Environments

Updates of non‑productive environments are planned by IMC and can be carried out at any time of day, without confirmation from customer side.

• The maintenance window is communicated to the customer in advance within the DESK delivery ticket.

• Customers are automatically informed within the delivery ticket when the update has been completed.

On request, maintenance windows can also be agreed for non‑productive environments. Please communicate your preferred time slots and constraints within each delivery ticket so they can be taken into account during planning.

Productive Environments

Updates of productive environments are generally planned outside usual business hours for each region where possible, and any update needs confirmation by customer.

• Please communicate us your preferred time slots and constraints within each delivery ticket so that our service desk team can check the availability with our hosting department.

• The available maintenance window is communicated to the customer in advance within the delivery ticket

• The update will only take place if we receive a final confirmation from customer side that the scheduled slots are ok

• Please always coordinate with IMC to ensure the availability of hosting and support resources

Proposed Maintenance Windows

The following table shows regular maintenance windows and also extended maintenance windows depending on customer region. Updates can be scheduled between the communicated start hour - end hour.

Within these time ranges, your concrete 2‑hour window will be communicated in advance.

IMC strongly recommends using the regular maintenance windows, as this ensures best-possible resource availability for your region. Nevertheless, updates within extended maintenance windows are also possible. When scheduling such exceptional windows, the following should be considered:

• Automatic jobs (e.g. nightly imports, reports, background processes) that may be affected, or disrupted

• Availability of your resources - on the customer side (responsibilities at the customer)

• Limited availability of hosting and support resources - on IMC side (coordination required)

Customer Responsibilities and Recommendations

This section provides some additional information regarding responsibilities and recommendations on customer side:

• Plan critical activities (e.g. go‑lives, large imports, key training sessions) outside the announced maintenance windows.

• Consider automatic jobs on your side that might be affected by the chosen times.

• Ensure responsible support / contact persons are available, if a maintenance window is scheduled during your core business hours

• Communicate special requirements or restrictions in advance, ideally via the delivery ticket

Communication

• Planned maintenance windows (with date, time and expected impact) are announced in advance via the DESK delivery ticket.

• Upon completion of an update, customers are automatically informed that the maintenance has been successfully finished.

• In case the maintenance window needs to be extended (e.g. due to unforeseen issues), we will inform you as early as possible.