We will be migrating support from Civica Service Desk to Civica Support Cloud from 5th December 2024.
Until this time, please continue to raise support requests via your existing channels.
You will receive an email to register on Civica Support Cloud between 5th December to 18th December 2024. Once registered, please log your support requests via Civica Support Cloud. After this time, please no longer use Civica Service Desk to raise support requests.
If you are using the Case Management software, also known as iCasework, please refer to the Case Management section.
Are there any contractual changes resulting from the move to Civica Support Cloud?
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 of 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.
