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.

  STANDARD (included with paid subscription) 24/7 (additional fee)
TIER 1 SUPPORT Institution provides Tier 1 helpdesk for all users. Institution provides Tier 1 helpdesk for all users.
CONTACT Admins can call Canvas Support from 6 a.m. - 6 p.m. Local Time, M-F. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system. Admins can call Canvas Support 24/7/365. Admins can escalate tickets to Canvas Support in the Canvas Support ticketing system.
SLAS (80% WITHIN TIME SHOWN) Two business days Eight hours
NUMBER OF ADMINS One* Three*
  24/7 + Faculty Tier 1 (additional fee) 24/7 + Tier 1 (additional fee)
TIER 1 SUPPORT Institution provides Tier 1 helpdesk for students; Canvas provides Tier 1 for faculty and staff. Canvas provides 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. 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.
SLAS (80% WITHIN TIME SHOWN) One hour for webform / email tickets; 60 seconds for phone; 120 seconds for live chat One hour for webform / email tickets; 60 seconds for phone calls; 120 seconds for live chat
NUMBER OF ADMINS Three* Three*

* More available at $500 / license / year

Canvas Regions × United States and Canada United Kingdom European Union Australia and New Zealand Hong Kong