General Forum

In response to queries from members about the process, Civica have provided current information on how to log Support requests with them, as detailed below.

In terms of contacting the support desk, if customers need to report a Priority 1 system down, they can report this by telephone on 0117 924 2800. This is available Monday to Friday 8.30am to 5.30pm excluding National Bank Holidays.

If analysts are currently dialled into an APP or Cx system, then a voicemail will kick in, the customer just needs to leave information regarding the issue along with their name and contact number.

Anything other than a Priority 1 system down can be logged via the Civica Service Desk Support Portal. This can be logged 24 x 7 x 356, with support calls received outside of the core support hours, then these will be triaged by a support analyst the next working day and investigated in line with the agreed Service Level Target.

The URL for the portal is as follows:

https://servicedesk.civica.co.uk/SelfService/ss/

To use the portal, customers will need an account. If an account is needed, then It is probably best they request this via their system administrator and the system administrator can log a Request for Service on the portal. Otherwise, we may be actioning requests whereby the System Admin doesn’t really want them logging support calls, or perhaps they don’t have the necessary permissions on APP or Cx to be able to action any suggestions.