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 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.