Response to: Request for Canvas Pricing Proposal. TADC University. Submitted by: Instructure Inc.

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TADC University

Submitted by:

Instructure Inc.

October 29, 2015

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Tamisha Culberson

TADC UNIVERSITY

TMCULBERSON@WILEYC.EDU P: 903.923.2426

Dear Tamisha,

We are pleased to respond to your request for information and pricing for our Learning

Management System—Canvas by Instructure. This proposal includes an overview of Canvas, and pricing based on the information provided.

Canvas is a highly intuitive, scalable, extensible, native cloud-based education technology platform that delivers anytime, anywhere access to advanced LMS features and functions. Our system is accessible using a compatible web browser from any computing or communications device, including tablets and smart phones. Canvas users enjoy increased communication and collaboration, reduced training and support costs, as well as improved student learning

outcomes, professional development, retention, and completion.

We look forward to working with TADC University on this important project. We are confident that Canvas can help you not only meet your goals and objectives but exceed them. If you have any questions or require additional information, please feel free to contact me. Thank you for your consideration.

Sincerely,

Jeff Sotelo

Regional Director, Higher Education JEFF@INSTRUCTURE.COM P: 801.869.5066

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TABLE OF TABLES

Table 1-1. Canvas Features and Functions ... 1

Table 1-2. Instructure Hosting and Support ... 12

Table 1-3. Canvas Architecture and AWS Infrastructure ... 13

Table 1-4. Partial List of Third-Party Integrations Support ... 14

Table 2-1. Canvas Implementation Services Packages ... 16

Table 2-2. Canvas Implementation Pricing ... 16

Table 3-1. Multi-Year Agreement Cost Model ... 18

Table 3-2. Subscription Fee Inclusions Breakout ... 19

Table 3-3. Canvas Training ... 20

Table 4. Canvas Support Packages ... 25

Table 3-5. Instructure Tier 1 Support Costs ... 26

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1.1 Features and Functions

Canvas incorporates all of the fundamental features and functions of a traditional LMS with the versatility and extensibility of Web 2.0 tools and applications. Browser-based, Canvas provides mobile access with a familiar, consistent, intuitive, and easy-to-use interface. Canvas includes all of the LMS features and functionality identified in Table 1.1.

Table 1-1. Canvas Features and Functions

Feature Description

Accessibility Adheres to US Section 508 accessibility standards, and is committed to the Web Accessibility Initiative's (WAI) guidelines for content (WCAG) and rich internet applications (ARIA) as documented in our Voluntary Product Accessibility Template (VPAT)

Analytics Monitors student engagement, predicts success, and tracks students’ learning outcomes and progress by pedagogical goals and desired outcomes

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Announcements Delivered automatically to the course activity stream of all users and other communications channels based on users’ individual notification preferences

Assignments Assignment submissions can include web pages, Word docs, video, audio, slide shows, links, and more Browser-enabled Compatible with the latest two versions of Apple Safari, Google Chrome, Microsoft Internet Explorer, and

Mozilla Firefox

Calendar Drag-and-drop functionality to schedule and reschedule calendar events, plus automatic event notifications and support for calendar feed subscription.

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Canvas Data Canvas Data parses and aggregates more than 280 million rows of Canvas usage data generated daily. Once extracted from Canvas, your data is purposefully optimized for easy integration with any ODBC-compliant analytics tool. Basic access to Canvas Data is available to all institutions at no additional cost. Premium services are available at an additional fee.

Chat Synchronous text chat within a learning community

Collaborations Enable users to collaborate on projects using shared Canvas work spaces leveraging real-world tools such as Google Drive

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Conferences Integrated, synchronous webinars/video conferencing, whiteboard, and live chat

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ePortfolios Students can create public or private ePortfolios to display and reflect on notable coursework

FERPA and COPPA compliant

Complies with U.S. federal law regarding Family Educational Rights Privacy Act (FERPA) and Children's Online Privacy Protection Act (COPPA) and gives schools the tools they need to maintain compliance Files repository Hierarchical file folder creation and organization, zip file import and export, file locking, drag-and-drop file

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Gradebook Automatically generated and updated based on course assignments and assessments, linked to gradebook scoring and the integrated with smart feedback and notification features

Grades Assignments, Discussions, and Quizzes can be scored by points, rubrics, percentages, letter grades, and complete/incomplete. Scoring can also reflect outcome performance and competencies.

Integrations Standards-based, pluggable platform for easy integration with a wide variety of external technologies, systems, tools, and services

Learning Mastery Gradebook

Helps faculty and administrators tracks standards and assess the outcomes that are being used in Canvas courses

Learning outcomes

Learning outcomes can be aligned to rubrics for institution-wide initiatives such as academic standards and accreditation

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Learning Object Repository

Canvas Commons is a learning object repository that's seamlessly integrated into Canvas so that any instructor or designer can find and quickly share all or part of a course with the larger community

MagicMarker for iPad

Enables instructors to mark student progress toward learning outcomes quickly, easily, and in real-time in fast-moving classrooms

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Mobile access Highly-rated, native mobile Canvas by Instructure apps (for iOS and Android) provide a complete student experience. Available for free download at Google Play and Apple iTunes.

Modules Can be thematic, focused on a specific topic, content type, or arranged chronologically to provide a course sequence with support for selective release

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Observer User role for class advisors and students mentors

Pages Create flexible, customizable course pages with wiki functionality using the Rich Content Editor People Includes the course roster and contact information for students, instructors, and TAs

Polls for Canvas Student response app (for iOS and Android) for real-time and on-the-fly classroom polling

Professional Learning

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Quizzes Rich-content, multi-featured, and robust assessment and quizzing system for online exams; supports proctoring, question banks, extensive question types, and results statistics. Canvas supports IMS QTI and Respondus integrations.

Reports Cover a wide variety of data needs, including learning outcomes that cover multiple courses, departments, or the entire institution

Rich Content Editor

WYSIWYG and HTML editor modes used to create discussion topics, comments, and replies; supports video and audio, images, tables, math formulas, and web links

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Settings Instructors can select course start and end dates, preferred language, grading scheme, copyright attribution, public or private visibility, as well as cross-list sections, add users, reorder course navigation, and configure external tools

SpeedGrader™ Enables instructors to step through a set of assignments and, in conjunction with the associated rubric, quickly and consistently grade each submission in just a few clicks. SpeedGrader for iPad also available for free download from iTunes.

State standards Enables schools to align course objectives to Common Core/State Standards to meet reporting requirements Syllabus Course calendar changes automatically update the course syllabus generated automatically by defined

coursework

User profile Profile options include full name, display name, language preference, bio, photo, website links, registered web services, contact methods, time zone, and other options

1.2 Canvas Cloud Hosting

Instructure hosts Canvas on the cloud-computing infrastructure provided by the Amazon Elastic Compute Cloud (EC2) and fully redundant storage infrastructure of the Amazon Simple Storage Service (S3). The AWS cloud infrastructure provides a highly available, scalable, and reliable

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Comprehensive hosting services

Full system administration provided by Instructure—including performance monitoring, account management, and system maintenance—freeing up local institutional IT/IS resources

Native cloud capabilities Architected for the cloud; fully hosted, and managed on the infrastructure provided by

Amazon Web Services with 99.9% guaranteed system availability “Hands-Free”

upgrade/update

Upgrades/updates are released on a regular schedule and typically deployed with no downtime

Annual open security audits

Instructure contracts independent, third-party firms to conduct annual security audits of Canvas and publicly publishes the results

Backup and recovery Data is automatically backed up on multiple secure servers in different geographies

Disaster recovery In case of emergency or disaster, data is recovered from fully redundant backups

located across multiple power grids and networks, with “offsite” backups in different geographical regions

Canvas Help Center Web-based support and knowledgebase, including links to Canvas Guides, video

tutorials, FAQs, user-groups, discussion board, and release notes

General forums Instructure Announcements, Ask a Question, The Water Cooler

Product forums Feature Requests, Feature Requests We’ve Implemented, Product Release Notes,

What’s New in Canvas, Security Notices

Community Resources Best Practice Webinar Topics (for vote), Best Practice Webinar Archive, Community

Created Resources, InstructureCon Presentations, Extension & Integration Library Incident reporting and

tracking

Incidents reported via the integrated Help Tool, Canvas Help Center, email, and phone are tracked using a web-based help desk/support ticket system. Users can track their own reported incidents.

Three-tier support model Traditional three-tier incident reporting, escalation, and resolution help desk support

model

Basic Support Package 24/7/365 access to the online Canvas Help Center, email response within two

business days, M-F phone support from 6 a.m. to 6 p.m. local time, plus one LMS admin account (included in subscription fee at no additional cost)

24x7 Support Package 24/7/365 access to the online Canvas Help Center, email response within 8 hours,

24/7/365 phone support, plus three LMS admin accounts (available at additional cost) Online Standard Training

Package

Includes LMS Administrator, Support, and Instructor/User training webinars (included in the one-time Canvas implementation fee)

Optional training offerings Includes high-level course topics that can be delivered online or onsite including the Course Design Workshop, Migrating to Canvas Workshop, Training Strategies Workshop, Collaboration Workshop, and customized training tailored to the

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The Canvas architecture—built on Amazon Web Services’ cloud infrastructure—provides unmatched availability, scalability, and reliability. The Canvas architecture and the AWS

infrastructure are fully horizontally scalable providing virtually limitless capacity via the provisioning of additional resources. Table 1-3 provides an overview of the Canvas architecture and AWS infrastructure.

Table 1-3. Canvas Architecture and AWS Infrastructure

Native cloud service Fully hosted and managed on the state-of-the-technology cloud-computing infrastructure

provided by the Amazon Web Services’ Elastic Compute Cloud (EC2) and Simple Storage Service (S3)

Highly available 99.9% guaranteed system availability with the least amount of scheduled maintenance

Highly reliable Redundant data architecture with automatic failover

Highly scalable Horizontally scalable enabling increased capacity by simply provisioning additional

resources

Highly extensible Documented open representational state transfer (REST) application programming

interface (API) Automated

provisioning

Detection and accommodation of usage spikes to ensure efficient operations during peak times, such as the start of academic terms

Development environment

Agile development methodology, Ruby on Rails programming language, Ubuntu platform, PostgreSQL database, and Apache web server

Standards-based Open web standards including HTML/HTML5, HTTP/HTTPS, Common Cartridge, IMS

LTI, IMS QTI, IMS Enterprise XML, JSON, REST API, Cal, RSS, OAuth, jQuery, SCORM 1.2 and higher (content only)

Highly secure All data traffic in and out of Canvas is at least 128-bit TLS/SSL-encrypted. Canvas

security is internally audited throughout the year, and publicly audited annually. The AWS cloud infrastructure is SAS70 Type II audited, Service Organization Controls 1 (SOC 1) reported and published under both the SSAE 16 and the ISAE 3402 professional

standards, ISO 27001 certified, Level 1 service provider under the Payment Card Industry (PCI) Data Security Standard (DSS), and has achieved FISMA-Moderate operation level.

Message broker Integrated communication with automatic routing based on users’ notification preferences

Branding Support for institutional branding of interface is included in the one-time implementation

fee; more extensive theming via CSS SSO and

authentication

Support Single Sign-On (SSO) integration with CAS, SAML, Shibboleth, and external authentication through LDAP or Active Directory

Migration tools Automated migration tools for importing content from legacy LMSs, including Blackboard,

Moodle 1.9, WebCT Vista/CE, Desire2Learn, ANGEL, plus industry standards including Common Cartridge, and IMS QTI

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Browser-enabled Compatible with the latest two versions of Apple Safari, Google Chrome, Microsoft Internet Explorer, and Mozilla Firefox

Platform-neutral Compatible with Apple Mac OS X, Linux, and Microsoft Windows

Mobile access Free native apps for Apple iOS and Android

Accessibility Committed to the W3C's Web Accessibility Initiative (WAI) Web Content Accessibility

Guidelines (WCAG) 2.0 AA and the Accessible Rich Internet Applications (ARIA) Suite, and adheres to US Section 508 of the Rehabilitation guidelines as documented in our Voluntary Product Accessibility Template (VPAT).

Internationalization Supports English (US, UK, and Australian), Spanish, Russian, Norwegian, French,

Portuguese, Portuguese (Brazil), Japanese, Chinese (Simplified), Dutch, Arabic, Polish, and German. Korean and Turkish are available and in the process of being verified.

1.4 Third-Party Integrations Support

Canvas is a standards-based platform with an open API and an extensive set of supported third-party integrations enabling institutions to easily extend the capabilities of Canvas to support their specific requirements. Table 1-4 provides a partial list of Canvas supported integrations with third-party content, tools, and services. Note: Tools and services denoted with an asterisk (*) are provided and/or supported by Canvas at no additional cost. Canvas support for integrations with the non-asterisked third-party tools and services is included at no additional cost but institutions would need to already have or need to obtain licensing for those products from their respective vendors.

Table 1-4. Partial List of Third-Party Integrations Support

Content/Tool/Service Description

Box Content management and collaboration tools

EQUELLA Content management and digital repository

Twitter* and LinkedIn* Social networking site

Google Drive* Creating, editing, storing, printing, and sharing documents, spreadsheets,

and presentations

IMS LTI Tools and Services All LTI-compliant tools and services including Mahara (ePortfolio), Cengage

Learning (content development), Campus Pack (ePortfolios, blogs, wikis), SoftChalk Cloud (open-licensed learning resources), WikiSpaces (education wikis), WordPress (blogs), and Khan Academy (courses). Please refer to the Canvas App Center http://www.edu-apps.org/index.html for over 170 supported LTI-compliant tools and services.

Kaltura* Media management, providing audio and video recording and streaming

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Respondus Assessment development, management, and publishing and LockDown browser

SCORM Cloud Course and content standards conversion

Scribd* and Box View* Online electronic document publication and sharing service providing in-line

document previews

SoftChalk and SoftChalk Cloud Content development and management

SonicFoundry MediaSite Enterprise webcasting, lecture capture, and hybrid event platform

Student Information Systems (SIS) and Human Resources Information Systems (HRIS)

Ellucian (formerly SunGard Banner or Datatel Colleague), PeopleSoft, Jenzabar, CampusVue, Poise, PowerSchool, CampusKey, and other SIS/HRIS that can export data can be translated into the Canvas CSV format or sent directly to the Canvas SIS API.

Tegrity, Panopto, Echo360 Lecture capture

Third-party content and legacy LMS course/content import

Cengage ePack, Canvas Common Cartridge, McGraw Hill Common Cartridge, Pearson ePack, WW Norton packages, SCORM-compliant packages, Blackboard 6-9x, WebCT CE 6+, WebCT Vista 1-4, ANGEL, Moodle, and Desire2Learn

TurningPoint Classroom response system (clicker)

Turnitin Plagiarism checking service

BigBlueButton*, Wimba, Blackboard Collaborate, WizIQ

Web conferencing and collaboration tools Additional third-party systems,

applications, and services*

Flickr, Skype, Amazon, Google Calendar, RSS/Atom Feeds, iCal, YouTube, and mobile apps

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The Canvas Implementation Services Packages are implementation options designed to match each customer with the most appropriate implementation approach—ranging from minimal support and guidance, to full project ownership and management by Instructure. Table 2-1 lists the Canvas Implementation Services packages and a description of the services provided.

Table 2-1. Canvas Implementation Services Packages

Package Services

Standard Implementation Services

Instructure provides a single point-of-contact to help and guide your institutions to a successful implementation based on our standard model and checklists. Enhanced

Implementation Services

Instructure provides additional implementation resources, increased training, and accepts ownership of identified tasks to accelerate the implementation. Premium Implementation

Services

Instructure leads the project and comes on-site, leveraging proven best practices to ensure the project is driven effectively to a successful conclusion.

Table 2-2 compares the included services, the typical durations, and the prices of the Canvas Implementation Services packages.

Table 2-2. Canvas Implementation Pricing

Package Included Services Typical

Duration Price Standard

• Canvas production account and test/training instance setup

• Weekly call with assigned Implementation Consultant

• General implementation guidance, assistance, and troubleshooting of client-initiated course migrations, third-party tools integrations, and account settings. • Standard Online Training Package comprising

remote training webinars: 1 hour Admin, 1 hour Support, 4 hours Faculty

• Sample project plan, access to guides, public courses, and best practices documentation • Authentication integration support with access to

guides and assistance troubleshooting client-initiated LDAP, SAML, and CAS integrations

10 to 12 weeks $8,000 - $18,000 based on FTE

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Duration SIS integration

• Support services implementation with creation of help desk account(s) for the client, or set up forwarding ticket emails to their existing help desk system, and training on help desk management Enhanced

• All services included in the Standard Implementation Services Package • Remote project manager

• Weekly project status meeting • Customized project plan

• Standard Online Training Package and one day of on-site training

• Import up to 1,000 courses1, implement authentication, and handle branding • Assistance with SIS integration and internal

marketing to drive adoption

8 to 10 weeks (16 weeks max.) $10,000 + Standard Cost Premium Implementation Services

• All services included in the Standard Implementation Services Package

• Implementation Team including project manager, trainer, and technical experts

• Weekly project status meeting

• Standard Online Training Package and three days of on-site training

• Import up to 5,000 courses1, implement

authentication, handle branding, and lead internal marketing activities with Canvas gear to drive adoption

• In-person assistance from Implementation Team for SIS integration implementation

4 to 8 weeks (24 weeks max.)

$35,000 + Standard Cost

1 _{Supported course migration formats: Blackboard 6-9x export .zip, Blackboard Vista/CE course, WebCT 6+ course,}

ANGEL export .zip, Moodle 1.9/2.x .zip, Desire2Learn export .zip, and Common Cartridge 1.0/1.1/1.2/1.3. Non-supported formats require additional work by Instructure’s Professional Services at additional cost. Migration activities include the automated import of content that maps to similar Canvas course content types. Quality assurance and any necessary remedial cleanup of migrated courses and course content are the responsibility of the client. Any issues identified will be managed through the standard technical support process. Optionally, Instructure offers course migration, quality assurance, and remedial cleanup services through engagement with Professional Services as specified by an additional statement of work.

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Instructure is proposing its Canvas LMS that includes complete Instructure hosting services, system update/upgrade services and online training package. This pricing section provides the following; subscription fee inclusions, standard and optional training, Canvas support options, and the proposed annual subscription fees—provided in Table 3-1 on page 18 of this proposal.

3.1 Annual Subscription Fees

Our pricing model is based on a one-time implementation fee and on subscription fees calculated by multiplying the number of users by an annual per-user subscription fee. Table 3-1 provides an overview of a multi-year subscription agreement for Canvas service with no change in user population.

Table 3-1. Multi-Year Agreement Cost Model

Line Item Year 1 Year 2 Year 3 Canvas LMS Annual Subscription Fees for 200

users @ $28.00/user 1

$5,600 $5,880 $6,174 Implementation Services Package

(Choose from Standard, Enhanced, or Premium

Implementation Services Package) 2

$8,000 (Standard)

N/A N/A

Standard Training Package 3 _Included _N/A _N/A

Optional Additional Onsite Training @ $3,000/day

plus Travel Expenses 3

TBD Optional Optional

Optional Additional Online Training @ $1,000/day 3 _TBD _Optional _Optional

[24x7] Support @ [20% of Subscription Fee/Year]

[($2,500 min)] 4

Optional Optional Optional

Tier 1 Support Set Up Fee5 _Optional _N/A _N/A

Tier 1 Annual Support Fee @ [$3.50 per

FTE/User][($2,500 min)]5

Optional Optional Optional

Optional Addl. Storage: $0.50/500MB/user/Year 6 _TBD _TBD _TBD

Custom URL ($1,500/year)7 _Optional _Optional _Optional

Professional Services TBD TBD TBD

Total by year $13,600 $5,880 $6,174

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over previous year.

2_{See Table 2-1 on page 16 for details.}

3 _See_{Table 3-3. Canvas Training}_{and Table 3-3 beginning on page 20 for details.}

4 _{See Error! Reference source not found. for details.}

5 _{See Table 3-5. Instructure Tier 1 Support Costs for details.} 5 _{See Table 3-5. Instructure Tier 1 Support Costs for details.}

6 _{500 MB/FTE of storage is included in the annual subscription fee. Additional storage can be purchased}

for $0.50 per 500 MB per total FTE count.

7 _{Cost is used to provide a load balancing instance specifically to manage load for the institutions unique}

domain. Institution to provide SSL certificate for the desired URL.

3.2 Subscription Fee Inclusions

Table 3-2 describes what is included with the Canvas Annual Subscription fee. Please note that many of the features and functions included with Canvas are an additional charge with competitive products.

Table 3-2. Subscription Fee Inclusions Breakout

Subscription Fee Inclusions

Comprehensive Hosting Services 500 MB Storage per FTE Basic Support Package Supported Third-Party Integrations Test/Training Instance Open API

All Canvas Features and Functionality Including but Not Limited to: Mobile Apps Analytics Toolset Migration Tools

ePortfolio Cross Listing Support Web Services Integration Reporting Tools Communication Tools Web Conferencing

Learning Outcomes Rubrics Files Repository

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Instructure’s online Standard Training is included with all three Canvas Implementation Services Packages. The online Standard Training Package comprises the following webinars:

• Admin Training • Support Training • Faculty Training

Table 3-3 below describes the Canvas training offerings. For the Enhanced and Premium

Implementation options the customer will select from these training offerings that will be completed in addition to the standard training webinars identified above.

Table 3-3. Canvas Training

In-person/Onsite

Canvas Onsite Training • Duration: 1 day

o Option 1: $3,000 plus travel expenses

o Option 2: $5,000 inclusive of all costs

• Duration: 2 days

• Duration: 3 days

• Duration: 4+ days

o Consult with your Sales representative or Customer Success Manager

Can be held at Instructure’s Salt Lake City office or onsite at any location. Institutions choose from a variety of hands-on workshop and presentation topics to create a

personalized training agenda. A typical day of training includes six hours.

Online (asynchronous)

Intro to Canvas – Self-paced

• Duration: 15–20 hours required to complete

Introduces instructors to Canvas

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more. Intro to Canvas –

Facilitated

• Duration: 15–20 hours required to complete

• Cost Intervals:

o 1–20 people: $150 per seat o 21–50 people: $140 per seat o 51+ people: $130 per seat

Participants are introduced to Canvas fundamentals in a collaborative, instructor-led, online course. They will learn how to navigate the Canvas interface, customize courses, create a syllabus, upload files, create assignments and quizzes, use assessment tools, and more.

Webinars (real-time)

Canvas LMS Admin Training

• Duration: 2 hours

• Cost: Initial included, additional $800

Instructs LMS Admins how to configure the administrative settings in Canvas.

Participants learn how to manage users, sub-accounts (domains), courses and enrollments, as well as how to organize courses, manage users and permissions and create shared content that can be used by teachers.

Canvas Support Training

• Duration: 1 hour

Teaches local support personnel how to troubleshoot problems and support end users. Participants will learn how to utilize Canvas documentation, interact with the user community and effectively use the help ticketing system.

Canvas Fundamentals for Faculty

• Duration: 2 hours

Provides instructors with an overview of basic Canvas functionality, including account settings, notification preferences, messaging students, uploading files, editing pages, customizing the course navigation and building assignments. Participants also learn the basics of quizzes, discussions, analytics and grading.

Canvas Instructional Design

• Duration: 1 hour • Cost: $300

Provides instructors with course

development strategies based on application of well-established instructional design principles. Discussion will center on how

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Commons

• Cost: $300 repository that allows Canvas users to quickly and easily share courses and course content with others. This training provides an overview of its many features, along with strategies of how to best utilize this powerful tool.

Canvas Collaboration & Group Work

Introduces instructors to collaboration features in Canvas, including discussions, group assignments, the Collaborations tool, and web conferencing. Participants will discuss how these tools can be used to enhance their class activities.

Canvas Assessment

and Grading • Duration: 1 hour • Cost: $300

Introduces instructors to features they can use to provide assessments, feedback, and grades to students. Participants learn how to use Outcomes, Rubrics, Speedgrader, and the Gradebook

Canvas Outcomes and

Rubrics • Duration: 1 hour • Cost: $300

Reviews best practices of utilizing outcomes and rubrics in Canvas assignments,

discussions, and quizzes, along with specific applications of these features in

assignments, quizzes, and discussions. Strategies for

Training-the-Trainer • Duration: 1 hour • Cost: $300

Introduces participants to effective practices and strategies for training others on using Canvas. Participants compare and discuss the needs of their institution and explore which training initiatives might work best for them. They also learn about the training materials and opportunities provided by Instructure and the greater Canvas community.

Canvas Course Facilitator Training

Prepares instructors who will facilitate pre-designed courses in Canvas. Participants will learn how to adjust account settings, navigate the Canvas interface, grade student work, manage the course roster, access Canvas support, and communicate

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instructors. During this webinar you will learn the features and functionality of the Canvas app, how to improve assessment workflow using the Speedgrader and Magic Marker apps, and increasing engagement by using Polls.

Canvas Open Q&A Session

• Duration: 1 hour live session, 1 hour follow-up

• Cost: $600

Designed for instructors, designers, and technologists who use Canvas to have an opportunity to ask questions about the user interface and specific use cases. Topics covered may include, but are not limited to, peer review, students groups, grades and reporting, assessments, analytics, LTI tools, and admin functionality. Live session time can be used for an open question and answer session or the presenter will come prepared with a short agenda of specific topics based on questions submitted previously. Time is built in for the presenter to follow up on any questions not answered in the live session.

Custom Training • Cost: $450/hour If you need training on a topic not covered by any of the standard menu options, you can request and design your own webinar experience. Consult with a Canvas trainer on your unique needs and build the agenda for your custom training together.

Volume Pricing Packages

Getting Started Package

• Duration: 1 day • Cost: $6,300

Is this your first time using an LMS? Having a hard time knowing how to get started? This package will help you get off the ground with Canvas and ensure a successful adoption for admins, teachers, and students. Includes the following:

• 1* day of custom onsite training (travel included in package price)

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• 2 “Canvas Assessment & Grading” webinars

• 2 hours of additional webinar training of your choice

Train Your Trainers Package

• Cost: $6,200 Designed to help your staff become the ultimate Canvas experts.

Includes the following:

• 1 Certified Canvas Expert course credit • 10 seats in the 3-week facilitated online course “Intro to Canvas for Instructors” • “Canvas Open Q&A” webinar

• 1 hour of additional webinar training of your choice

Higher Ed Panda

Package • Duration: 2* days of custom onsite training (travel included in package price)

o *Add $2,000 for each additional onsite training day • Cost: $12,000

Cover all your training needs from start to finish to make your institution completely Canvas awesome.

Includes the following:

• 2 days custom onsite training

• 20 seats in the 3-week facilitated Online Course “Intro to Canvas for Instructors” • 1 Canvas Certified Expert course credit • 2 “Strategies for Training-the-Trainer”

webinars

• 2 “Canvas Instructional Design” webinars

• 2 “Canvas Course Facilitator” webinars • “Canvas Assessment & Grading”

webinar

• “Canvas Collaborations & Group Work” webinar

• “Canvas Outcomes & Rubrics” webinar • “Leveraging the Canvas Commons”

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with your Canvas Sales Representative or your Customer Success Manger to find out more about the advantages of creating your own custom package.

3.4 Support Options

Instructure employs an industry-standard, traditional three-tier technical support methodology for incident reporting, escalation, and resolution. Under Instructure’s Support Packages, First-Tier Support is provided by the institution’s LMS Administrator and Instructure’s Support team provides Second-Tier and Third-Tier technical support. The Basic Support package is included in the

Canvas subscription fee at no additional cost. In addition to our 24x7 Support package for Admins, Instructure also offers optional Tier 1 Support that provides live 24/7/365 technical support for faculty and students or for faculty only. Table 4 provides a comparison of the services offered in the support packages offered by Instructure.

Table 4. Canvas Support Packages

Basic Support 24x7 Support Cost Included in

subscription fee Additional cost Online Canvas

Help Center 24/7/365 24/7/365 Email Support

(escalated tickets to Second Tier and

Third Tier)

2-business day

response time 8-hour response time

Toll-Free Phone Support for LMS Admin M-F 6am to 6pm Local Time 24/7/365 Authorized LMS Admin Support Accounts 1 1 3

1 _{Additional LMS Administrator support accounts are available.}

3.5 Tier 1 Support for Students & Faculty

To provide the institution with the highest level of support, Instructure highly recommends our optional 24x7 Support package and Tier 1 support. Client institutions that subscribe to the 24x7

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functions, and resolving other operational problems.

The institution’s users can contact Instructure’s Tier 1 Support staff 24/7 through online ticket submission, chat, e-mail, or phone. The institution’s LMS administrator(s) have access to all end-user submitted tickets and monthly usage reports. Instructure Tier 1 Support requires the purchase of 24x7 Support as described above in Error! Reference source not found., as well as the setup and per FTE costs shown in Table 3-5.

Table 3-5. Instructure Tier 1 Support Costs Table 3-5. Instructure Tier 1 Support Costs

Description Costs

One-time setup fee $500

Per annual FTE/user subscription $3.50 (or a minimum of $2,500)

Customers are not charged on a per-ticket or per-incident basis. There are also no charges for overages. Table 3-6 lists Tier 1 Support service levels for the institution’s faculty and students.

Table 3-6. Instructure Tier 1 Support Service Levels

Service Service Level

First Contact Resolution Greater than 75% Call Abandon Rate Less than 10%

Phone 80% of calls answered in 60 seconds or less

Online Chat 80% of chat requests answered in 120 seconds or less Online Form – Email & Help Desk

Ticket Response