@ScottShafer ...
Hi there, Scott. As a Canvas admin who has worked for two different places of higher ed, I can try and describe what I've experienced as far as Canvas Support.
At my previous school, we paid Instructure for 24/7 technical support. This meant that both instructors and students could call a toll-free number that we were given from Instructure to speak directly to Canvas help desk staff. This didn't mean that people couldn't contact people on my team/department directly (since many instructors knew where to find us), but they at least had the option to speak with Canvas support technicians directly. I believe this was called L1 (Level 1) support???
At the current college where I work, we do not pay extra for Canvas support. Rather, our instructors and students are to contact my team directly (via e-mail or an online submission form). I am one of three people assigned at my college that can escalate tickets to Canvas support on behalf of the instructor or student (if need be). For example, if do not know how to answer an instructor's/student's question, I may need to reach out to Canvas support on behalf of that person to get assistance. Then, I can communicate that information back to the person. All this being said, your school's Canvas administrator(s) would typically have a conversation with your assigned Instructure CSM (Customer Success Manager) to decide who your points of contact would be...so that things can get routed properly.
Again, this is just what I have experienced at two different colleges, so I hope it will help in some way as you work through figuring out who your points of contact are/should be. Good luck to you!
