General support

If you need support or have any questions about setting up, maintaining, or marketing a Print Partnership integration, contact Canva.

This document describes the support resources available to partners and how they can contact Canva.

Support resources

Throughout the partnership, Canva provides the following resources:

Resource	Purpose	Offered to
Partner Success Manager	The primary contact for enquiries, information requests, and ongoing communication.	Tier 1, Tier 2 partners
Technical documentation	For information on how to plan, set up, launch an integration.	All partners
Canva Helpdesk⁠(opens in a new tab or window)	For raising support requests.	All partners

Create support tickets

Sign in to the Canva Helpdesk⁠(opens in a new tab or window). If you don't have an account, click Sign up to create one.
Select a support category.
Select a request type.
Fill in the required details.
(Optional) Attach any relevant files or screenshots.
Select Send.

Add participants to support tickets

If you create a request via the Canva Helpdesk, you can add participants to the request. These participants receive updates about the request. This is a useful way to keep your teammates up to date.

To add participants to a request:

Under the Shared with heading, select Share.
Enter an email address (or the name of your organization).
Select Add.

Service Level Agreements (SLAs)

You can expect the following turnaround times for requests made via the helpdesk.

General support

Category	Recommended SLAs	Request
Export setting updates	2 days	Updates to export settings for print and preview files (PDF, PNG or JPG). Addition or removal of crop marks.
PPID updates	2 days	Updates to existing PartnerProductIDs
Print file requests	3 days	Requests for customers' artwork files. Requests for print files for marketing purposes.
Tech support	5 days	General capability questions. Miscellaneous support questions.
Homepage and product configuration	5 days	Rearrangement of the product and template carousels on the catalog page. Changes to homepage banner. Changes to product tiles. Addition of “Sale” bubbles to the product tiles . Updates to pricing (promo pricing). Updates to product descriptions.
New products	7 days	Addition of new products to development and production environments. Release of new products on production at a certain time or date.

The recommended SLAs do not include the time partners may need for end-to-end testing.

New template and product requests

SLAs for these requests depend on the capacity of the Canva template design team.

Category	Recommended SLAs
Template Requests	12 weeks
Product Requests	12 weeks

Incident reports

For the incident response SLAs, see Incident response process.