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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Municipal Websites (CivicEngage) Central Standard Hosting and Support

  • Updated

Support and Maintenance

Support Services

CivicPlus’ on-site support team is available from 7:00 a.m. to 7:00 p.m. Central Standard Time (CST) to assist customers with any questions, concerns, or suggestions regarding the functionality and usage of CivicPlus’ Municipal Website solution and associated applications. The support team is available during these hours using CivicPlus’ toll-free support number and e-mail. Support personnel will respond to calls as they arrive (under normal circumstances, if all lines are busy, messages will be returned within four hours; action will be taken on emails within four hours), and if the Customer's customer support liaison is unable to assist, the service escalation process will begin.

 

Emergency support is available 24 hours a day for designated, named Customer points-of-contact, with members of CivicPlus’ support teams available for urgent requests. Emergency support is provided free of charge for true emergencies (website is down, applications are malfunctioning), though Customers may incur support charges for non-emergency requests during off hours (basic functionality/usage requests regarding system operation and management). The current discounted rate is $200 per hour. CivicPlus shall notify Customer if a support request falls outside the included after-hours emergency support coverage prior to incurring such hourly rate.

 

CivicPlus maintains a customer support website that is accessible 24 hours a day with an approved customer username and password.

 

Service Escalation Processes

In the event that CivicPlus’ support team is unable to assist the Customer with a request, question, or concern, the issue is reported to the appropriate CivicPlus department.

 

Customer requests for additional provided services are forwarded to CivicPlus’ Customer Care personnel.

 

Customer concerns/questions regarding the Municipal Website solution or associated application errors are reported to CivicPlus’ technical team through CivicPlus’ issue tracking and management system to be addressed in a priority order to be determined by CivicPlus’ technical team.

 

All other requests that do not meet these criteria will be forwarded to appropriate personnel within CivicPlus’ organization at the discretion of the customer support liaison.

 

Included Services

Support Maintenance of CivicPlus Municipal Website Solution
  • 7 a.m. to 7 p.m. (CST) Monday through Friday (excluding holidays)
  • All Day Emergency Support
  • Usability Improvements
  • Integration of System Enhancements
  • Proactive Support for Updates & Fixes
  • Monthly Newsletters
  • Routine Follow-up Check-ins
  • Install Service Patches for Operating Systems (OS)
  • System Enhancements
  • Fixes
  • Improvements
  • Integration
  • Testing
  • Development
  • Usage License

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