Support

• Log a Support Call
• Update a Support Call
• Authority Module Champion and Administrator Handbook
• Customer Support Procedures
• Support Call Escalation
• Extended Support Services

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Logging your Support Call via Email

The Civica customer support team has recently initiated an automated email tracking system to read and log all customer support calls. This is another step in ensuring we can achieve resolution of your support calls in the optimum timeframe.  All logged calls will be addressed by our next available support consultant who will be in contact with you.

To ensure we can deal with your calls quickly and efficiently please provide the details listed below when logging your call and ensure you provide text in both the Subject and Body of your email.

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Support Call Required Information

• Civica Call ID (existing calls)
• Council Name
• Council Contact
• Contact Phone
• Contact Email
• Database (LIVE or TEST)
• Release (5.11, 6.2 etc)
• Program ID (found in top left hand corner of the program)
• Program Version Number:
• For Release 5.0 use Help > About > Version number (e.g. auth 50.2.1)
• Any related error logs/screen dumps/data examples
• Explanation of the problem including assessment number, creditor number, employee number etc

Please note if your email concerns an existing support call, include the text "Reference Number" followed by the full ID of the call in the Subject Heading of your email.

For example: Subject: Reference Number 00112245