Civica Support Cloud

We have invested in a global customer support solution which can deliver global support services and provide greater transparency and visibility of all support requests.

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

We anticipate that we will move other solutions across during 2025/2026.

Always On offers an improved customer experience including:

• A clean modern layout that is easy to navigate
• Quick access to articles, tips and discussion forums
• Single source for the latest on Civica products
• Designed to help you save time and get more done

We are improving your Support cloud experience with the launch of Always On. Always On is your personalised homepage within Civica Support Cloud and will launch in July 2025.

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’ll be expanding functionality over time.

We have a current catalogue of knowledge articles which we are actively improving over time alongside developing new articles.

Firstly, please check if your software is on Civica Support Cloud. If it is listed then it will be on Civica Support Cloud. 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’ll let you know if you are being moved to Civica Support Cloud, As part of the move 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

The easiest way to gain access is to ask a colleague in your organisation to raise a support request on your behalf. Alternatively you can call us on your dedicated phone number.

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

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 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.

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.

There are two permission types for Support Cloud – Standard user and Super user:

• A Standard user access enables the user to create cases, view cases and close /open cases for individual products.
• Super user access is account based and enables the user to see all products for all users. Super users can also open and close any cases.

If you need to change the type of access on your account please contact the Super user for your organisation to gain approval. Once approval has been gained please raise a case in Support Cloud attaching a copy of the approval so we can process this change.

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 Civica Support Cloud. Please view Privacy Policies for more information.