Support commitments should match operating capacity.

1. Support channels

Customers may email support@civerent.com or use the Civerent live-chat channel when it is displayed as available. Authenticated owners and administrators can review organization-scoped support conversations in the Civerent Inbox.

Live-chat software does not guarantee an immediate human response. If no staff member is available, the conversation may be handled asynchronously through the same support workflow.

2. Current coverage

Support requests are reviewed during normal operating hours. Civerent does not currently publish a 24-hour, seven-day staffed support commitment, guaranteed initial-response time, guaranteed resolution time, or public service-level agreement.

A signed enterprise or government agreement may define different support coverage, contacts, response objectives, escalation procedures, or service levels. Only that signed agreement creates those commitments.

3. Request priority

Priority labels guide review but do not create response or resolution guarantees. Civerent may change a priority after validating scope, impact, affected users, and available workarounds.

• Critical — a confirmed security issue, material data-integrity concern, or broad inability to access a production service.
• High — significant production functionality is unavailable for an organization and no reasonable workaround is known.
• Normal — limited defects, account questions, billing questions, configuration help, or a request with an available workaround.
• Request — product feedback, documentation questions, procurement review, or a proposed enhancement.

4. Customer responsibilities

• Provide an authorized account or workspace contact and accurate impact information.
• Include the affected page, feature, approximate time, expected result, actual result, and safe reproduction steps.
• Remain available for reasonable troubleshooting questions and confirm when service is restored.
• Maintain secure credentials, supported browsers, appropriate devices, and customer-controlled network access.
• Do not send secrets or unnecessary regulated information through ordinary support messages.

5. Support scope and exclusions

Support covers Civerent account access, platform behavior, billing administration, current integrations, published documentation, security reporting, and procurement questions. Consulting, custom development, legal advice, certification, third-party administration, and customer-controlled infrastructure are outside standard support unless separately agreed.

Civerent may be unable to resolve issues caused solely by customer systems or third-party services, but will use available information to help identify the responsible service and a practical next step.

6. Escalation and closure

Clearly state the operational impact and request escalation when a material issue remains unresolved. Security, privacy, billing-authority, and procurement matters may require additional identity or account-authority verification.

A request may be closed after resolution, confirmation, duplication, inactivity, or a determination that it falls outside the current service. It can be reopened with material new information where appropriate.