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Continuing Services <br /> Technical Support & Services <br /> With technology, unlimited support is crucial. Our live <br /> technical support engineers based in North America are Support at a Glance <br /> ready to answer your staff members'questions and ensure <br /> their confidence. CivicPlus'support team is available 7 Technical support engineers available <br /> a.m.-7 p.m. CST to assist with any questions or concerns 7 a.m.-7 p.m. (CST) Monday-Friday <br /> regarding technical functionality and usage of your (excluding holidays) <br /> CivicEngage website. 0 Accessible via phone, email, and chat <br /> • 4-hour response during normal hours <br /> CivicPlus Technical Support will provide a toll-free number, 024/7 emergency technical support for <br /> online chat support, as well as an online email support named points of contact <br /> system for users to submit technical issues or questions. 0Dedicated customer success manager <br /> If the customer support specialist is unable to assist with • Online self-service help with the CivicPlus <br /> the question or issue, the three-tier escalation process will Help Center (civicplus.help) <br /> begin to report issues to our product engineering team for <br /> resolution. <br /> Emergency technical support is available 24/7 for <br /> 2021 Support Metrics <br /> designated, named points-of-contact,with members of 0 Total Tickets-103,759 <br /> CivicPlus'support teams available for urgent requests. 0 Average Chat Response-3:48 Minutes <br /> • Average Phone Response-7:57 Minutes <br /> AWARD-WINNING Customer Satisfaction Score-95.7% <br /> Solved in One Touch-71.2% <br /> CivicPlus has been honored with <br /> one Gold Stevie@ Award, two Silver <br /> Stevie@ Awards,and four Bronze <br /> Stevie@ Awards in the categories of Front-Line Customer Service Team of the Year-Technology <br /> Industries, Customer Service Training or Coaching Program of the Year-Technology Industries, Customer Service <br /> Department of the Year-Computer Software-Up to 1000 Employees, and Most Valuable Response by a Customer <br /> Service Team (COVID-19). The Stevie Awards are the world's top honors for customer service, contact center, <br /> business development, and sales professionals. <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. In <br /> addition, the Help Center provides our release notes to keep your staff informed of upcoming enhancements and <br /> maintenance. <br /> iocivicplus.com 14 <br />