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.