Civica Support Cloud

As a business that has grown over the past 20 years, we have a number of support systems to serve our customers. Our current systems and processes do not enable us to deliver a consistent service to all our customers globally. We have therefore invested in a new global customer support solution which can deliver global support services and provides greater transparency and visibility of all support requests.

Civica Support Cloud will go live from 5th December 2024. Emails to register will be sent to customers starting from 5th December 2024 to 18th December 2024.

As part of Civica’s ongoing investment in support activities, we are moving the Civica help desk to Service Cloud, a Salesforce product, hosted in the UK (Civica Support Cloud).

As a result, we hereby give you notice that we will be using Civica Support Cloud to provide our support services to you with effect from 5th December 2024.

Existing support arrangements regarding incident priority rating and service levels will remain unchanged.

New Details from 5th December 2024

• Access Civica Support Cloud at https://support.civica.com
• All support requests should be logged via the Civica Support Cloud (followed up by a phone call for high priority issues where you have this arrangement in place already).  Please note that any issues you would normally raise without a phone call do not require a phone call when you move to Civica Support Cloud
• Data Processor to Civica. Salesforce UK Limited, a limited liability company having its registered office at Floor 26 Salesforce Tower, 110 Bishopsgate, London, EC2N 4AY – as provider of Service Cloud.

If we do not hear from you by 29th November 2024, we shall take this as confirmation that you have no issues with these changes. If you would like further information, please speak to your Civica Account Manager or Service Delivery Manager.

We are sending several communications to the primary contact for each organisation. As the primary contact for your organisation please cascade this important update to your colleagues.

Note: From 5th December 2024 to 18th December 2024 all users will receive a welcome email to register for an account with Civica Support Cloud. Users are defined as either:

• Contacts who have logged a support request with us up to 12 months prior to October 2024 or
• Current System Administrators.

We are phasing the migration of our software support to Civica Support Cloud. Some customers will be moved starting from 5th December 2024. Learn more about when your support will be moving to Civica Support Cloud and how you can access existing support services until then.

There are some changes to the process of logging your support requests as you will now use Civica Support Cloud. If you currently call Civica on a dedicated phone number to report high priority support requests, then please continue to follow this process.

Please see below for changes that may impact your organisation.

Civica Service Desk - You will no longer be able to use Civica Service Desk to log your support requests. You will receive an email to register for Civica Support Cloud. Emails will be sent from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Zendesk - You will no longer be able to use email to log your tickets. You will receive an email to register for Civica Support Cloud. Emails will be sent starting from 5th December 2024 to 18th December 2024. Once registered you will log your support requests via Civica Support Cloud and will be able to view all tickets you have logged yourself.

Fogbugz - If you currently call Civica or email to log a support request you will receive an email to register for Civica Support Cloud. Emails will be sent from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

iCasework - Current System Administrators of the Case Management System (iCasework) will be provided with an individual login to the new support portal where you will be able to view all tickets you log yourself. Each user will be sent a welcome email requesting them to register for Civica Support Cloud. Emails will be sent starting from 5th December to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Civica Property Management - You will no longer be able to use the portal or email within the Civica Property Management solution. Emails will be sent starting from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Australian based customers - If you currently call Civica, use Civica Service Desk, email; or any other support request system to log a request you will receive an email to register. Emails will be sent starting from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Please note: We will no longer accept support requests via email. Please log your support request in Civica Support Cloud. If you currently log support requests in a system that your organisation owns (and Civica staff log into this system to support you), we will no longer monitor this system. You’ll need to log support requests in Civica Support Cloud moving forwards.

Involve and/or Engage (Health and Care customers) - You will no longer be able to use email to log your support requests. You will receive an email to register for Civica Support Cloud. Emails will be sent starting from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Scheduling/AOT/Momentum - You will no longer be able to use Zendesk or Deskpro to log your support requests. You will receive an email to register for Civica Support Cloud. Emails will be sent starting from 5th December 2024 to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud.

Firstly, please check if your software is moving onto Civica Support Cloud. If it is listed then it will be moving in this phase of the project. If it is not listed, then your software may be moved at a later date.

If your software is listed and doesn’t appear in Civica Support Cloud once you login, then please contact our team to obtain assistance.

We anticipate that we will move other solutions across during 2025. An exact timeline for these activities will be available in due course.

Please ask your IT team to whitelist the following domains and email addresses to ensure you receive the welcome registration email and to access Civica Support Cloud.

• civica.com
• support.civica.com
• supportcloud.civica.com
• @civica.com

If a user in your organisation has logged a support request in the past 12 months they will automatically receive a welcome email to register for Civica Support Cloud. For users of iCasework the current System Administrator will receive an invite to register.

We are sending out welcome emails over a number of days starting from 5th December 2024 to 18th December 2024.

We’re excited to let you know that we are making a significant investment in delivering improved service to all our customers globally with the introduction of Civica Support Cloud. With this new global customer support solution, you’ll be able to:

• Interact with Civica support teams seamlessly
• Search and easily access Knowledgebase articles
• Benefit from automated workflows which route your request to the correct Civica Support Analyst immediately.

As someone who has either previously logged a support request with Civica or a System Administrator, you will receive a welcome email to register for Civica Support Cloud. Please register ASAP so you can start to use this system to log any new support requests.

Please follow the link within the invitation email to setup your account ASAP. All new support requests should be logged in Civica Support Cloud.

https://support.civica.com will take you to Support Cloud to raise cases. We recommend you bookmark this link or add it to your favourites.

You cannot use the links in the welcome email apart from the one above which is mentioned to Bookmark.

Welcome emails will be sent from 5th December 2024 and phased during the month of December.

We anticipate the final date that emails will be sent is 18th December 2024.

Please carefully check your spam folders. After 20th December, if you cannot find the welcome email, please call us on your designated support phone number or contact our team.

Currently some customers have generic logins for their organisation. With Civica Support Cloud we will set up the user as the generic email address that has been previously supplied.

If you do not receive an email to register to your generic inbox, please call your designated phone number or contact our team.

Please call us on your designated phone number or contact our team.

You will be able to log support requests against any solutions that you are responsible for in your organisation.

If you require access to view all support requests across your entire organisation you will need to contact our team.

We won’t have an archive of all support requests in Civica Support Cloud.

Prior to launch customers may log support requests in the old system. The date and time of receipt will be logged against each support request as per our normal process. High priority active support requests will be migrated to Civica Support Cloud from 5th December.

Although Civica Support Cloud will again time and date stamp these migrated support requests our Support Analysts will continue to manage any SLAs for these requests against the date/time originally recorded in the old system to ensure we comply with our contractual obligations.

Any remaining active tickets in previous systems will be worked on as normal in line with SLA’s until they are closed.