Available and knowledgeable, our technical support team is committed to responding to your requests in a courteous and timely manner.
Citadel's technical support team is distinguished by its availability, commitment and skills, ensuring that each request is handled as quickly as possible.
Our support request tracking platform allows you to follow the progress of your inquiry from the moment it enters our system until it is resolved to your complete satisfaction.
Citadel's user support includes both functional and technical aspects. It is available to you throughout the duration of your contract, by phone or by videoconferencing.
Our help desk provides second-level support to platform administrators and users identified by them. City administrators are responsible for first-level support.
Citadel users get access to our self-service platform, which includes a knowledge hub packed with useful information on how to use Citadel.
You will also find a request management tool that allows you to create a support ticket, then track, prioritize and resolve your support requests.
All incidents reported to us are prioritized according to the incident severity scale. This scale takes into account the severity, impact, urgency and costs related to a defect.
Blocking and mandatory incidents are handled immediately and resolved as quickly as possible. A blocking incident is usually handled within 4 hours and a mandatory incident within 24 hours.
Minor or trivial incidents are evaluated by the support team, added to the production backlog and delivered in a future revision or minor update.
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