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Canvas Support

The LMS Support team provides technical support for UNT faculty and staff for UNT’s Canvas learning management system (LMS) and supported third-party LMS integrated tools. You can reach the helpdesk via phone at (940) 369-7394, email at lms@unt.edu, or using our chat link.

Scope of Services

The Helpdesk agrees to provide the following services to the University of North Texas faculty for courses listed in EIS:

Technical Support

Customer Service:  First point of contact responsible for addressing inquiries and resolving issues promptly.

Technical Support: Provide technical assistance, troubleshooting problems related to products or services, and guiding users through step-by-step solutions.

Ticket Management: Review, update, and resolve tickets in the ServiceNow system, ensuring that all issues are tracked and addressed efficiently.

Services

Support Documentation: Providing documents, FAQs, and step-by-step guides to help users resolve issues independently.

Account Management: Managing user accounts, access, admin roles, user permissions, and troubleshooting account-related issues.

Integrations:  Integration and support of technologies approved by IT Compliance. The helpdesk does not provide end-user support for integrations except for the following:

    • Respondus 4.0
    • Respondus LockDown Browser/Monitor 
    • TurnItIn
    • LinkedIn Learning 
    • Canvas Studio 
    • iClicker

Records Retention: Maintaining and disposing of academic records in accordance with the university and state records retention policies:

    • 7.1.319 Student Records – Test Questions, Exams, Quizzes, Term Papers
    • 7.2.593 Student Records – Faculty – Course Contents/Syllabi
    • 7.2.108 Student Records – Faculty – Faculty Grade Book

Department and Faculty Responsibilities

Non-credit Courses: All support and adminsitration for non-credit courses that have been granted an exception to the Canvas Use Policy must be provided by the department staff including enrolling or unenrolling user, resolving issues, and user support. The LMS Support staff will submit tickets to Instructure if there is a functional issue with the LMS.

Third party tool integrations: Third party tool integrations requested by the faculty or department must be reviewed by IT Compliance by completing the Technology Risk Assessment Program and supported must be provided by either the vendor/tool provider or the department submitting the request. The LMS Support staff will setup and troubleshoot the configuration between the two systems but is not responsible for the submission of the TAQs, training, or support.