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.
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Instructure Community Self Support |
Basic Administrator Support |
Enhanced Administrator Support 24X7 |
Designated Support Point of Contact |
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Support Channels |
n/a |
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Email, Phone, Chat |
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Support Team |
n/a |
Administrator access to pool of experienced resources. End users are supported by the institution/school. |
Administrator access to pool of experienced resources. End users are supported by the institution/school. |
Administrator access to Named Expert Point of Contact. End users are supported by the institution/school. |
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Availability |
n/a |
6a-6p Local |
24X7 |
Aligned to Customer Preference |
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Response Time Targets (80% achievement) |
Not Included |
48 hours to initial response |
12 hours to initial response via email, best effort phone and chat |
Same Day |
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Escalation Management |
Not Included |
Pooled escalation management |
Pooled escalation management |
Designated expert escalation management |
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Proactive Technical & Operational Support |
Not Included |
Not Included |
Not Included |
Roadmap reviews, Release preparation & review Knowledge transfer Event monitoring (limited) |
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Event Management (outage notifications) |
Not Included |
Available |
Available |
Available |
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Languages Supported |
English, Spanish |
English, Spanish, French Canadian, Portuguese |
English |
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Available for Canvas Products (LMS, Studio, Catalog, Credentials) |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Mastery Products (Mastery Connect, Mastery Item Bank, Mastery View Formative & Predictive Assessments) |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Impact |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Learn Platform |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Elevate Data Quality |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Tier 1 Faculty |
Tier 1 Faculty & Student (HIED) |
Priority Tier 1 |
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| Support Channels | Email, Phone, Chat | Email, Phone, Chat | Email, Phone, Chat |
| Support Team | Administrator & Faculty access to pool of experienced resources. | All users have access to pool of experienced resources. | Pool of Experienced Resources |
| Availability | 24X7 | 24X7 | 24X7 |
| Response Time Targets (80% achievement) | 5 minutes chat/phones 1 hour email | 5 minutes chat/phones 1 hour email | Next available resource assigned |
| Escalation Management | Pooled escalation management | Pooled escalation management | Pooled escalation management |
| Proactive Technical & Operational Support | Not Included | Not included | Not included |
| Event Management (outage notifications) | Available | Available | Available |
| Languages Supported | English, Spanish | English, Spanish | English, Spanish |
| Available for Canvas Products (LMS, Studio, Catalog, Credentials) | Available for Additional Fee + 24X7 Subscription | Available for Additional Fee + 24X7 Subscription | Available for Additional Fee + 24X7 Subscription |
| Available for Mastery Products (Mastery Connect, Mastery Item Bank, Mastery View Formative & Predictive Assessments) | Not Available | Not Available | Not Available |
| Available for Impact | Not Available | Not Available | Not Available |
| Available for Learn Platform | Not Available | Not Available | Not Available |
| Available for Elevate Data Quality | Not Available | Not Available | Not Available |
* More available at an additional cost per year
**Canvas Support Targeted Initial Response times are considered non-compensable.