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.

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: