FAQs and Contact

The Civica Interaction Centre (CIC), is a global team providing a single front door for fast, reliable, and consistent support and engagement, designed to create a clearer more consistent customer experience.

Everything you now need is in one place in Always On. Keep raising cases to log support requests as usual or check on an existing one.

You can now also raise engagement requests through Always On. These requests are managed by the Civica Interaction Centre for fast resolution. Types of queries include: contract, product and services, training and events, financial queries, new purchases and complaints. You can access general content to learn more about your software, Always On and our support model. You’re welcome to provide feedback using the feedback form within Always On.

• Faster triage – Your requests reach the right team the first time

• Total visibility – End-to-end tracking so you always know where things stand

• Always On – Extended support 24/7

• Seamless experience – access articles, product information, tips and discussion forums

The launch of Always On is part of a bigger transformation program at Civica in how we develop and direct our support and services for our customers. We have developed an Always On roadmap which we regularly review. We’ll be expanding functionality over time and we’ll keep you updated.

You can use Always On to connect with our teams for a wide range of administrative and policy enquiries. We can help you with:

• Details and entitlements: Checking what is included in your contract, your entitlements or request for a copy of the contract

• Policy and compliance: Requesting terms and conditions, compliance procedures and frameworks

• Termination queries: Enquiries regarding early contract termination or request to terminate

• License Renewal and extensions: Discussing upcoming contract renewals or to review your current licensing needs

• Performance: Queries regarding Service Level Agreement (SLA) commitments, breaches and remedies.

Always On is the central hub for managing your software setup and technical requirements. You can raise tickets for:

• Information request: Request for general information

• Upgrades and Enhancements: Request to learn more about a specific product or to find a solution to meet a particular scenario

• Integration: Request to confirm purchased modules, licences, scope and entitlement details

• Entitled Service delivery: Request to amend or cancel products and services

• Other queries: Product specific queries e.g. request to receive product roadmap.

We want you to get the most out of our products. You can raise tickets for:

• Training and Education: Request general training or education based on your specific scenario

• Events: Request for information on upcoming events.

You can communicate directly with our team through Always On to handle your invoicing and account details, including:

• Invoices: Requesting copies of past invoices or flagging invoices you believe are incorrect

• Payments: Asking for payment destination details or troubleshooting payments that have not gone through

• Account information: Updating your records, such as notifying us if your company’s legal name has changed.

If you need additional support or services, you can initiate this through Always On. The new purchase option category allows you to:

• request support with a new service or solution you may need

• gain updated quotes or pricing

• purchase new products and services.

We have a current catalogue of knowledge articles which includes product articles, how to guides and FAQ’s. We have organised knowledge articles so they are easy to search by product. We are actively improving these articles as well as developing new ones over time. Customers can also benefit from discussion boards by product where you can post questions and learn tips and tricks from other users of the same solution.

If you are experiencing significant issues that require escalation, you can log a formal complaint on Always On. This category is reserved for:

• Raising a formal concern regarding our services

• Reporting significant project delays

• Escalating issues regarding poor delivery or service quality.

Our standard customer support solution is accessed via Always On. This enables our customers to raise cases for support.

*Currently excludes Asia Pacific, Central Government, Democracy and Governance, North America, and Tailored Services (Business Process Outsourcing – On Demand) and customers who are in their implementation phase. Existing customers should continue to use their existing support service.

We are phasing the migration of our software support to Always On. Learn more about when your support may be moving to Always On and how you can access existing support services until then.

You can either complete the form below to request access or alternatively ask a colleague in your organisation to raise a support request on your behalf. You can also call us on your dedicated phone number.

There are three levels of access available for Always On – AO user, Standard user and Super user.

AO user has access to knowledge articles and discussion forums but, does not have access to raise, open or view cases. This level is perfect for users in your organisation that do not need to manage queries. If your requirements change and you now need access to raise support or engagement requests please complete the online form.

Standard user has the same access as AO user, plus this level also includes the ability to raise, open and view support cases for individual Civica solutions which are used within your team. Standard users can now access the ability to log engagement requests by raising a case within Always On.

Super user has the same access as Standard user plus this level also includes the ability to raise, open and view support cases for Civica solutions business wide. This level is perfect for users in your organisation who need a holistic view of all solutions. Super users can now access the ability to log engagement requests by raising a case within Always On.

Please note: If you have raised a case since 8 January 2026 you may find that you have automatically been assigned access to log engagement requests as part of our March 11 launch. You can easily check by logging into Always On.

Please raise a support case and let us know what changes you’d like to make. Alternatively, please call us on your designated phone number or contact our team.

As part of being given access to Always On please ask your IT team to whitelist the following domains and email addresses to ensure you receive the welcome registration email and to access Always On.

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

Please follow the link within the welcome email to setup your account ASAP. All new requests for support to either raise a case or to log an engagement request to help with other queries can be logged in Always On.

If you’re expecting an invite and it hasn't arrived, then please check your spam folders. If you still cannot find the invite, please call us on your dedicated support phone number.

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

Yes, the central phone number for UK based customers is 0333 3214905. Hours are from 8am to 6pm GMT. If you are currently exempt from using Always On you can continue to use your dedicated phone number.

Civica's Privacy Notices are regularly reviewed and updated when there are changes to the way Civica handles your data. These have been updated with the introduction of Always On. Please view Privacy Policies for more information.