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
Canvas Community Access
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
Authorized LMS admin

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 24×7 Support package with Tier 1 Support. Client institutions that subscribe to the 24×7 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:

Service Service Level
First contact resolution
Greater than 75%
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