We expect to see increased wait times during August & September and appreciate your patience.
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Instructure Community Self Support |
Basic Administrator Support |
Enhanced Administrator Support 24X7 |
Designated Support Point of Contact |
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Support Channels |
n/a |
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Email, Phone, Chat |
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Support Team |
n/a |
Administrator access to pool of experienced resources. End users are supported by the institution/school. |
Administrator access to pool of experienced resources. End users are supported by the institution/school. |
Administrator access to Named Expert Point of Contact. End users are supported by the institution/school. |
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Availability |
n/a |
6a-6p Local |
24X7 |
Aligned to Customer Preference |
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Response Time Targets (80% achievement) |
Not Included |
48 hours to initial response |
12 hours to initial response via email, best effort phone and chat |
Same Day |
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Escalation Management |
Not Included |
Pooled escalation management |
Pooled escalation management |
Designated expert escalation management |
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Proactive Technical & Operational Support |
Not Included |
Not Included |
Not Included |
Roadmap reviews, Release preparation & review Knowledge transfer Event monitoring (limited) |
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Event Management (outage notifications) |
Not Included |
Available |
Available |
Available |
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Languages Supported |
English, Spanish |
English, Spanish, French Canadian, Portuguese |
English |
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Available for Canvas Products (LMS, Studio, Catalog, Credentials) |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Mastery Products (Mastery Connect, Mastery Item Bank, Mastery View Formative & Predictive Assessments) |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Impact |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Learn Platform |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Available for Elevate Data Quality |
Available |
Available |
Available for Additional Fee |
Available for Additional Fee + 24X7 Subscription |
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Tier 1 Faculty |
Tier 1 Faculty & Student (HIED) |
Priority Tier 1 |
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| Support Channels | Email, Phone, Chat | Email, Phone, Chat | Email, Phone, Chat |
| Support Team | Administrator & Faculty access to pool of experienced resources. | All users have access to pool of experienced resources. | Pool of Experienced Resources |
| Availability | 24X7 | 24X7 | 24X7 |
| Response Time Targets (80% achievement) | 5 minutes chat/phones 1 hour email | 5 minutes chat/phones 1 hour email | Next available resource assigned |
| Escalation Management | Pooled escalation management | Pooled escalation management | Pooled escalation management |
| Proactive Technical & Operational Support | Not Included | Not included | Not included |
| Event Management (outage notifications) | Available | Available | Available |
| Languages Supported | English, Spanish | English, Spanish | English, Spanish |
| Available for Canvas Products (LMS, Studio, Catalog, Credentials) | Available for Additional Fee + 24X7 Subscription | Available for Additional Fee + 24X7 Subscription | Available for Additional Fee + 24X7 Subscription |
| Available for Mastery Products (Mastery Connect, Mastery Item Bank, Mastery View Formative & Predictive Assessments) | Not Available | Not Available | Not Available |
| Available for Impact | Not Available | Not Available | Not Available |
| Available for Learn Platform | Not Available | Not Available | Not Available |
| Available for Elevate Data Quality | Not Available | Not Available | Not Available |
* More available at an additional cost per year
**Canvas Support Targeted Initial Response times are considered non-compensable.