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Canvas@Illinois, Support

This article details the tiers of service associated with Canvas@Illinois Pilot

Instructure (the people that develop Canvas) will handle ALL initial support calls through their call center using this toll-free number:

1 (833) 228-9829


In addition to voice support, the "chat" option will be available in all courses to allow support events to be handled completely through the application. This link is also available before authentication for users that are having issues with the logon process.

Instructure SLA's for service response levels associated with support delivery:

    - voice direct contact:  60 seconds
    - online chat:  120 seconds

Instructure will hand any Canvas issue that requires escalation past Tier 1 internally, and have the option to bring in the Canvas@Illinois Operations group. 

Note:  Following initial triage, Instructure will refer any "non-Canvas" issues (such as Shibboleth authentication, sections, rosters, etc.) back to the Tech Services Help Desk call-in number or email. These returned customers can currently go to Canvas group. Please write up a ticket and transfer it.

The Technology Services Canvas@Illinois Operations Group will be provided sufficient access to the Instructure support site to monitor and report on any tickets, requests or incidents opened. This information and associated metrics will be provided to internal groups to be added to their reporting upon request.

Searching Canvas should come up to handle any internal requests/incidents if needed
Any technical question(s) can be forwarded to consult@illinois.edu




Keywords:canvas pilot support illinois help troubleshooting trouble instructure   Doc ID:93220
Owner:Gaby V.Group:University of Illinois Technology Services
Created:2019-07-18 10:07 CDTUpdated:2021-10-11 11:42 CDT
Sites:University of Illinois Technology Services
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