Canvas (Support) - Response Times Updated 08/11/21
Posted: 2021-08-11 16:41:01 Expiration: 2021-08-18 16:41:01
In preparation for Fall 2021, Instructure has made updates and improvements to its 24/7 customer support service, which is available to all University of Wisconsin System users. Of particular note are updates to its expected response times for chat or phone support calls.
From Instructure's Support: Getting Ready for Back-to-School 2021 blog post:
We have updated our Targeted Initial Response times to reflect our goal of achieving a first response within a 5-minute time frame [emphasis added] (For Tier 1 & Faculty Tier 1+ 24x7 chat and phones) and 1-12 hours for email/webform, depending upon your chosen support plan. Our goal is always to deliver a quality response that results in faster time to issue resolution versus simply aiming to provide a quick first response, which was the emphasis of our original SLAs.
See the whole announcement at: Instructure Support: Getting Ready for Back-to-School 2021.
-- UWSA DLE: Thomas Arendalkowski