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Email or online ticketing support
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Yes
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Support response times
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Civica provides tiered support levels, allowing customers to select coverage that aligns with their operational needs and budget. Response times are based on the priority of the query and the contracted support tier.
- Weekdays (Monday–Friday (excluding public holidays): Response times to questions follow the agreed service level for the selected tier, with faster responses for higher-priority issues.
- Weekends: For customers with 24x7 coverage, critical issues receive immediate attention at any time.
- Self-service: In addition to live support, customers have 24x7 access to an extensive knowledge base within Civica Support Cloud, enabling immediate self-service for common questions.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support
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Yes, at an extra cost
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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As of 2026, Civica Support Cloud is designed to be accessible and is built on the Salesforce Service Cloud platform, which maintains high global accessibility standards. Civica generally aims for all its web-based services to adhere to the WCAG 2.2 Level AA standard.
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Support levels
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Civica offers three flexible support levels to suit different organisational needs across its product range:
• Standard Support: Provides helpdesk access during business hours (09:00–17:00, Monday to Friday, excluding public holidays), including incident logging, troubleshooting, and 24/7 access to an online knowledge base. Standard Support is typically included in the annual maintenance fee at no extra cost.
• Enhanced Support: Extends coverage to 08:00–18:00, Monday to Friday, and offers 24/7 cover for high-priority incidents. Benefits include prioritised ticket handling, faster response, service reviews, and limited technical consultation. Enhanced Support is charged as an add-on, generally 15–20% above the standard maintenance fee, depending on requirements.
• Premium Support: Delivers 24/7 assistance, the fastest response times, proactive monitoring, health checks, and direct access to expert staff. It is custom-priced (typically 30–50% above standard rates), ideal for mission-critical operations, and includes tailored service management and technology planning.
Customers choosing Enhanced or Premium Support may access a dedicated Technical Account Manager, while Premium or Enhanced Support (with add-on) includes Cloud Support Engineers for cloud-hosted services. Pricing is reviewed annually, with discounts available for multi-product or multi-year contracts.
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AI chatbot
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Yes