Canvas Support Packages
Canvas offers different support packages to fit an institution's specific needs. The following support packages are offered by Instructure. The Basic Support package is included in the Canvas subscription fee at no additional cost For K-12 schools, Instructure recommends Tier 1 Support that provides live 24/7/365 technical support for faculty.
|Basic Support||24/7 + Tier 1 Support|
|Online Canvas Help Center||24/7/365||24/7/365|
|Canvas Community Access||24/7/365||24/7/365|
|End User (Teacher/Staff) Support||Institution LMS admin||Institution LMS admin and teachers|
|Web Form/Email Support||Two business days response time||One hour response time, two minutes for live chat, 60 seconds on phone|
|Phone support (for local LMS admin)||Monday through Friday, 6 a.m. - 6 p.m. local time||24/7/465|
|Authorized LMS admin||1||3|
For more than the allotted LMS admins, an institution will be required to pay $500 per additional LMS admin.
Tier 1 Support Service
To provide institutions with the highest level of support, Instructure highly recommends the optional 24x7 Support package with Tier 1 Support. Client institutions that subscribe to the 24x7 Support package with Tier 1 Support consistently and enthusiastically report to us that they are extremely satisfied with the value, level of service, and cost-effectiveness of these services.
Tier 1 Support by Instructure's Support team provides first-line help desk support to address and resolve user issues such as logging into Canvas, questions about Canvas features and functions, and resolving other operational problems. Teachers receive access to live chat that is 24/7 in addition to the phone, web, and email ticket options. SLA for response is 1 hour for Web and email tickets, 60 seconds for phone calls, and Customers are not charged on a per-ticket or per-incident basis. There are also no charges for overages.
Tier 1 Support Service levels for the institution's teachers are as follows:
|First contact resolution||Greater than 75%|
|Phone||80% of calls answered 60 seconds or less|
|Online chat||80% of chat requests answered in two minutes or less|
|Online form - Email and help desk ticket respone||80% of tickets or emails responded to in 60 or less|