COVID-19 Resources & Updates Learn More

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.

As expected we are seeing significant increased demand and are doing our very best to meet that demand within our SLAs. However, support response times may temporarily exceed the SLAs shown below.


  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.
SLA TARGET (80% WITHIN TIME SHOWN)** Two business days Eight 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.
SLA TARGET (80% WITHIN TIME SHOWN)** One hour for webform / email tickets; 120 seconds for phone; 120 seconds for live chat One hour for webform / email tickets; 120 seconds for phone calls; 120 seconds for live chat
NUMBER OF ADMINS Three* Three*

* More available at an additional cost per year

** Canvas Support SLA Targets are considered non-compensable

By continuing to browse or by clicking "I Accept", you agree to the storing of first- and third-party cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.

Privacy Policy