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.

Throughout the partnership, Canva provides the following resources:

ResourcePurposeOffered to
Partner Success ManagerThe primary contact for enquiries, information requests, and ongoing communication.Tier 1, Tier 2 partners
Technical documentationFor information on how to plan, set up, launch an integration.All partners
Canva HelpdeskFor raising support requests.All partners
  1. Sign in to the Canva Helpdesk. If you don't have an account, click Sign up to create one.
  2. Select a support category.
  3. Select a request type.
  4. Fill in the required details.
  5. (Optional) Attach any relevant files or screenshots.
  6. Select Send.

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:

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

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

CategoryRecommended SLAsRequest
Export setting updates2 days
  • Updates to export settings for print and preview files (PDF, PNG or JPG).

  • Addition or removal of crop marks.
PPID updates2 daysUpdates to existing PartnerProductIDs
Print file requests3 days
  • Requests for customers' artwork files.
  • Requests for print files for marketing purposes.
Tech support5 days
  • General capability questions.
  • Miscellaneous support questions.
Homepage and product configuration5 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 products7 days
  • Addition of new products to development and production environments.

  • Release of new products on production at a certain time or date.

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

CategoryRecommended SLAs
Template Requests12 weeks
Product Requests12 weeks

For the incident response SLAs, see Incident response process.