Frequently Asked Questions

Yes. Access can be managed through role-based permissions to ensure appropriate levels of control

Yes. Dashboard views and reporting tools provide visibility into volumes, timelines, and activity.

Yes. Muni supports exporting data for reporting, analysis, and record-keeping purposes.

Yes. Residents can attach images or files when submitting requests, helping staff understand issues more quickly.

Yes. Every action taken within Muni, including status changes, assignments, notes, and communications is recorded in a full activity history.

Yes. Staff can send updates, request information, and communicate directly with residents from within the platform. All communication is logged automatically.

Yes. Authorized users can assign, reassign, or transfer requests between staff members or departments at any time, ensuring flexibility and continuity of service.

Muni uses Stripe as its standard payment processor. Alternative providers may be supported where compatible

Muni does not collect any additional fee when processing payments, however municipalities are subject to the standard 2.9% + $0.30 per transaction fee from Stripe when collecting payments from residents.

Yes! Depending on the features you enable within your dashboard, Muni can provide analytics and reporting on a host of topics, including service ticket volume, average ticket resolution time and a full activity log that tracks all user interactions within the platform.

Our team offers a comprehensive training program prior to integration, including (but not limited to) interactive educational sessions, video tutorials, and a train-the-trainer approach.

If you or your staff encounter any issues post-integration, we also offer...

Muni has been built with flexibility in mind, meaning modular integration with other platforms is possible, as long as there is an existing API and documentation available. Nevertheless, each integration is carefully reviewed on a case-by-case basis to evaluate its pote...

Muni is cloud-hosted by DigitalOcean, and is not available as an on-premises solution.

Muni clients have the ability to request custom features, enabling them to potentially tailor Muni to meet any unique or individual needs.

If approved, clients will be charged an hourly rate for any labour undertaken to fulfil the request. However, be aware th...

There is no limit for additional Admin users, but each staff member added beyond the initial 10 alloted by your Muni subscription must be purchased at $100 per-user per-month.

There is no limit for residential users on Muni!

If you are interested in trying a demo version of Muni, schedule a call with us and we will coordinate an opportunity for you to do so.

Yes! As part of the onboarding process, our team will white-label Muni for you at no additional cost, ensuring seamless consistency with your existing brand and identity.

Yes. Muni is built to support collaboration across departments while maintaining appropriate permissions.

Residents can use Muni through a mobile app or web portal.

Implementation timelines vary depending on scope and integrations. Implementation typically includes:

• Discovery & requirements alignment
• Configuration of service categories
• Integration with existing systems
• AI training on city-specific content
• Staff onboarding...

Muni helps cities address:

• High volumes of repetitive resident inquiries
• Long response times
• Manual triage and routing inefficiencies
• Limited visibility into operational performance
• Siloed department communication
• Lack of real-time analytics

It improves bot...

Not necessarily. Muni can operate as a standalone solution or alongside existing tools depending on your needs. Muni is designed to integrate with:

• Existing CRM systems
• Work order systems
• GIS platforms
• Payment portals
• Legacy databases Where APIs are unavailabl...

Muni's Knowledge Base is a repository of information specific to your municipality, collected during the onboarding process. When residents submit inquiries related to information in the knowledge base, they receive quick and accurate responses powered by Muni's AI chat...

Muni provides personalized garbage collection schedules for residents based on their listed address, along with reminders for upcoming collection days. It also alerts residents to any changes or delays to their collection schedule.

Muni's notification system keeps residents informed through push notifications, in-app alerts, emails, and SMS messages. Muni admins can send targeted alerts based on location or other criteria instantaneously, providing timely and geographically relevant updates.

Muni's service request process allows residents to submit reports via a user-friendly mobile app or web portal. These reports can cover a wide variety of issues such as crime, maintenance needs, or service interruptions. Residents can track the status of their requests ...

Muni's Resident Relationship Management (RRM) feature acts as a CRM specifically for municipalities. It stores data relating to residents' profiles, including their service requests, payment history, and communication logs, allowing Muni admins to monitor interactions a...

Muni is an AI-powered platform that streamlines customer service operations for municipalities. It allows residents to create service requests, make payments, receive important notifications, and access relevant information about their municipality quickly, easily, and ...

Multi-year options can be discussed depending on procurement requirements.

No. Pricing remains stable for the duration of the agreed term unless new services or users are added.

If approved, custom work is billed separately based on the scope and effort required.

No. Standard fees from the payment processor apply.

No. There is no additional charge based on the number of residents.

No. Hosting and infrastructure are included within the subscription.

Yes. Clients benefit from continuous platform improvements and new releases. Details on deployment and notifications are outlined in the SLA.

Yes. Support, system maintenance, and ongoing improvements are included. Service levels and response expectations are defined in the Service Level Agreement (SLA).

Costs outside the subscription may include additional admin users, custom feature development, or requested integrations beyond the standard configuration.

The base subscription includes access to the Muni platform, hosting, regular updates, and ongoing support for up to the number of admin users defined in your plan.

There are no penalties for cancelling your Muni subscription. However, please note that our subscription plans are charged on a yearly basis. If you choose to cancel your Muni subscription before the end of your current billing period, no refunds will be issued.

Muni can save your municipality money in several ways:

1. Improved Efficiency: Muni can handle a large volume of resident inquiries simultaneously, optimising resource allocation and decreasing response times.


2. Cost red...

Muni's onboarding fee is determined by the size of your municipality and the specific scope of your onboarding process.

Depending on the volume of discovery sessions, language model training, and staff education necessary to ensure your organisation is properl...

Historical records are maintained within the same controlled environment and are subject to the same protections as active data.

Yes. Access is limited to authorized individuals with legitimate operational requirements.

The platform is designed with resilience in mind, using infrastructure practices that support continuity of service.

Muni employs layered security practices designed to protect systems and data from unauthorized activity.

Industry-standard protections are applied to safeguard information as it moves between devices and Muni services.

Access is granted based on authorization and follows internal governance procedures.

Yes. Muni uses logical separation mechanisms to ensure that each municipality’s information remains private and inaccessible to others.

Muni employs AES (Advanced Encryption Standard), an industry-standard encryption method, to secure resident data and communications.

We are currently in the process of obtaining Soc2 compliance.

To ensure data security and privacy, Muni adheres to industry-standard practices. You can review our detailed security and privacy policy here.

Our privacy policy is available here!

Changes are reviewed collaboratively, and Muni works with municipalities to assess impacts and determine next steps.

Yes. Muni is designed with modularity in mind, allowing for future connectivity where compatible systems exist.

Muni continuously monitors system health and performance to maintain reliability and respond quickly to issues.

Muni operates in a secure multi-tenant environment with logical separation between municipalities to ensure privacy and data protection.

Yes. Data access methods can be discussed during onboarding to support reporting and integration needs.

Most updates are deployed without interrupting service. If maintenance windows are required, municipalities are notified in advance.

Muni delivers updates and improvements on an ongoing basis. Municipal clients are informed of significant changes.

Muni is built on cloud infrastructure that allows the platform to scale resources dynamically to accommodate increased usage, including during emergencies or peak demand.Our infrastructure and supports:

• Multi-department operations
• Increasing resident usage
• Additi...

Yes — the chatbot can be automatically updated when website content changes. Defining the frequency of retraining and updating content is part of the onboarding process and decided in collaboration with municipality stakeholders.

The chatbot can be trained on any and all municipal data, including information on the website, as well as any public domain information including information on PDF forms and data. There is no technical limitation on what the chatbot can be trained on, and defining the...

Muni was built with modularity in mind, meaning each component of Muni's product suite — the admin dashboard, web portal, and mobile app — can be decoupled and used independently. If you have an existing CRM, the Muni team can provide access to only the web portal or mo...

Muni can host servers in both the US and Canada depending on the location of the client.

Muni's AI works by understanding resident queries, searching for relevant answers in the knowledge base, and providing accurate responses. It's trained on municipal data and continuously improves over time. This enables Muni to interpret resident questions accurately an...