FAQs and Contact

The Civica Interaction Centre (CIC) is our new customer engagement and support service. It is designed to simplify and accelerate customer interaction through a single front door. When you log into your online portal, Civica Always On, you can raise both support and engagement cases. Whatever the query, the CIC team will utilise their available knowledge to resolve it, or they will ensure your request is routed directly to the right team first time where required. It centralises customer support and engagement to enable faster responses and a seamless experience.

CIC has been developed in response to customer feedback. We know that navigating multiple channels and teams can slow things down, so we've created a simpler way to connect with us through a single front door. Both support and engagement cases can now be managed in one place with CIC.

Civica Always On is your online customer portal where you can access resources, raise cases and track progress. CIC is the service behind the portal that reviews and routes your cases to the right team. We’ve launched CIC to centralise customer interaction through a single front door.

If you have used Always On to raise support cases previously, you will have retained that access. You will be able to raise a case to get further access to raise engagement cases. If you are new to Always On and wish to sign up, then you can complete the form below.

Continue to raise tickets for software setup and support with technical requirements in the normal way through Always On. These include:

• Information request – Requests for general information
• Upgrades and enhancements – Requests to learn more about a specific product or to find a solution for a particular scenario
• Integration enquiries – Requests to confirm purchased modules, licences, scope and entitlement details
• Entitled service delivery – Requests to amend or cancel products and services
• Other queries – Product-specific queries e.g. find out more about a product roadmap.

In addition to product support and service cases, CIC is also responsible for routing a broader range of engagement cases made through Always On, including:

• Contract-related enquiries 
• Training and event requests 
• Questions about new purchases 
• Information about Civica products and services 
• Financial queries 
• Escalations

In addition to product support and service cases, CIC is also responsible for routing a broader range of engagement cases made through Always On, including:

• Contract-related enquiries 
• Training and event requests 
• Questions about new purchases 
• Information about Civica products and services 
• Financial queries 
• Escalations

When you raise an engagement case relating to your contract through Always On, CIC will direct it to the relevant team. These queries include:

• Contract details and entitlements – Requesting a copy of your contract. Checking what’s included in your contract or your entitlements. Enquiring about early termination.
• Policy and compliance – Requesting copies of terms and conditions. Clarifying compliance procedures or frameworks.
• Licence renewal and extension – Discussing upcoming contract renewals. Reviewing your current licensing needs.
• Performance – Service Level Agreements (SLAs) including commitments, breaches and remedies.

CIC will direct the following kinds of enquiries to assist with finance and billing questions:

• Invoices – Requests for copies of past invoices or to flag invoices that you believe are incorrect.
• Payments – Asking for payment details or troubleshooting payments that have not yet cleared.
• Account information – Updating your records, such as notifying us of a change of bank account or legal name.

If you are looking for additional support or services, you can initiate those requests through Always On. The ‘new purchase’ option allows you to:

• Request support with a new service or solution
• Get updates on quotes and pricing
• Purchase new products and services

We are continuing to work across all products to publish knowledge articles. These include How-to guides and FAQs to provide more information on our products. They are organised in a way that makes it easy to search by product, and this resource will continue to grow. Customers can also benefit from discussion boards where you can post questions and learn tips and tricks from other users.

We want you to get the most out of our products and can create or connect you to specialist training and events. To do so, simply follow the options to raise an engagement case for:

• Training and education – Requests for general training or education based on your specific needs.
• Events – Requests for information about upcoming events in the wider user community.

If you are experiencing significant issues that require our attention, you can raise an escalation via Always On. This category is reserved for raising formal concerns about our services, reporting significant project delays and escalating issues regarding poor service delivery.

CIC becomes the single front door for all your interaction requests. These will primarily be made via Civica Always On, but CIC will also serve enquiries that come through our existing customer support phone lines. Moving forward, we will introduce central contact numbers for all customers.

By routing a broader range of cases through one team, we are simplifying how you interact with us. This approach will build more knowledge while aiming to speed up response times. Any existing support tickets will continue to be managed through to resolution by the relevant teams. 

CIC provides a single front door for both support and engagement interactions. Where we can’t resolve your query at first contact, we will navigate the business on your behalf while maintaining ownership of the case. This makes support easy to find and reduces delays caused by requests being redirected between teams. 

The CIC is available during normal business hours, Monday – Friday, 8am-6pm* across the UK and APAC. You can submit requests through Civica Always On at any time, which also provides continuous access to our extensive self-serve support resources including customer forums, How-to guides and knowledge articles.

* This may vary depending on your contract terms and conditions. 

CIC has been designed to provide a connected experience across Civica. Regardless of the product or service your enquiry relates to, you can raise your case through a single front door and CIC will either resolve at first contact or engage with the appropriate specialists to provide a resolution. 

Once you receive your invite to join Always On, click on the link within the email and follow the registration steps. If you are expecting an invitation and one has not arrived, please check your junk folders. If you are unable to find it, please contact us and our team will be able to assist you.

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

There are three tiers of access available for Always On. These are:

• Always On (AO) User - Access to knowledge articles and discussion forums but not to raise, open or view cases. This level is ideal for users within your organisation that do not need to manage queries but want to learn more about the products and services we provide.
• Standard User – Has the same access as an AO user plus the ability to raise and review support cases for individual Civica solutions that are used within your team. Standard users can also raise engagement requests within Always On.
• Super User – A Super User has the same access as Standard and AO users plus they can raise, open and view support cases for Civica solutions business-wide. This is ideal for users within your organisation who need a holistic view of all solutions.

Please raise a support case with details of the changes you would like to make. Alternatively, you can call us or contact the team here.

You will need to inform your IT team of emails coming from the following domains to ensure you receive registration details and access to Always On:

@civica.com

@support.civica.com

@supportcloud.civica.com

You can access our standard customer support solution via Always On ^*. This enables customers to raise cases for support. From mid-July 2026, existing customers with access to log support requests will be able to request access to raise engagement requests as well.

For customers referred to the CIC via your account manager forwarding a query, access to raise engagement cases via Always On will be provided as standard. 

^*This currently excludes Central Government, Democracy and Governance, North America and Tailored Services (Business Process Outsourcing – On Demand) and customers in the implementation phase.

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