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civicplus.com 59 <br />Support Services <br />TECHNICAL SUPPORT <br />With technology, unlimited support is crucial. Our live technical <br />support engineers based in North America are ready to answer <br />your staff members’ questions and ensure their confidence. <br />CivicPlus’ support team is available to assist with any questions <br />or concerns regarding the technical functionality and usage of <br />your new solution. <br />CivicPlus Technical Support hours typically span between 7 a.m. <br />to 7 p.m. CST, but vary by product. You can access a Technical <br />Support Team via a toll-free number as well as an online email <br />support system for users to submit technical issues or questions. <br />Our current initial response time is 4-hours for email tickets during normal hours. Further, emergency technical support <br />for urgent requests is available 24/7 for designated, named points-of-contact for most products. <br />CIVICPLUS HELP CENTER <br />CivicPlus customers have 24/7 access to our online Help Center where users can review articles, user guides, FAQs, <br />and can get tips on best practices. Our Help Center is continually monitored and updated by our dedicated Knowledge <br />Management Team to ensure we are providing the information and resources you need to optimize your solution. The <br />Help Center also provides our release notes to keep your staff informed of upcoming enhancements and maintenance. <br />CONTINUING PARTNERSHIP <br />We won’t disappear after your website is launched. You’ll be assigned a dedicated customer success manager. They <br />will partner with you by providing information on best practices and how to utilize the tools of your new system to <br />engage your residents most effectively. <br />Award-Winning <br />Support <br />CivicPlus has been honored with four <br />Gold Stevie® Awards, eight Silver Stevie® <br />Awards, and eleven Bronze Stevie® <br />Awards. The Stevie Awards are the world’s <br />top honors for customer service, contact <br />center, business development, and sales <br />professionals.