Support Terms

For Canvas, being easy to use is about more than having all the right tools in all the right places. It’s about teachers, students, and schools using their LMS to do what they need to do—and then using it to do even more.

Because Canvas gets adopted faster and deeper than other LMSs, it simply gets used in more ways by more users. Canvas Support is flexible, affordable, and easy, so you never have to settle for less.

We expect to see increased wait times during August & September and appreciate your patience.

 

STANDARD (included with paid subscription)

24/7 (additional fee)
CANVAS TIER 1 SUPPORT

Institution provides Canvas Tier 1 helpdesk for all users.

Institution provides Canvas Tier 1 helpdesk for all users.
CONTACT

Admins can call Canvas Support from 6 a.m. - 6 p.m. Local Time, Local Business Days. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system. Admin Canvas Support available in English and Spanish.

Admins can call Canvas Support 24/7/365. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system. Admins can contact Canvas Support directly by phone, live chat, or email/webform. Admin Canvas Support available in English and Spanish.
TARGETED INITIAL RESPONSE TIME (80% goal)**

Two business days

12 hours
NUMBER OF ADMINS

One*

Three*

 

 

 

 

24/7 + Faculty Tier 1 (additional fee)

24/7 + Tier 1 (additional fee)
CANVAS TIER 1 SUPPORT

Institution provides Canvas Tier 1 helpdesk for students; Instructure provides Canvas Tier 1 for faculty and staff.

Instructure provides Canvas Tier 1 helpdesk for all users.
CONTACT

Admins can call Canvas Support 24/7/365. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system. Faculty / staff users can contact Canvas Support directly by phone, live chat, or email / webform. Canvas support available in English and Spanish.

Admins can call Canvas Support 24/7/365. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system. All users can contact Canvas Support directly by phone, live chat, or email / webform. Canvas Support available in English and Spanish.
TARGETED INITIAL RESPONSE TIME (80% goal)**

One hour targeted initial response for webform/email tickets, 5 minute targeted initial response for phone & chat.

One hour targeted initial response for webform/email tickets, 5 minute targeted initial response for phone & chat.
NUMBER OF ADMINS

Three*

Three*

* More available at an additional cost per year

**Canvas Support Targeted Initial Response times are considered non-compensable.