Throughout your partnership with Electric, your company's requirements for IT support may change. In these scenarios, transitioning from one support package to another may be the best way to ensure your company stays on track with its IT goals.

Whether you're a customer that is evaluating their current IT needs or is about to implement a different package, our priority is ensuring your team is confident and well-informed of the changes ahead. To help, this article will guide you through the transition process for current customers transitioning to Electric's Basic Package.

Questions answered in this article:

What will Electric do to guide this transition for my team?

How long will it take to set up my company's new package?

Will this transition impact how my company interacts with Electric?

When will my company's invoices change to reflect our new pricing?

Where can I read about Electric's scope of support for the Basic Package?

Once your company's amended contract with Electric has been signed, your Customer Success Manager will partner with Electric's Service Desk and Quality Assurance teams to ensure your new package has been properly configured. This includes supporting service and process change management as well as confirming which (5) members of your team will retain Admin access to Turbine and the Electric User Hub post-transition.

From end-to-end, this process will take about 2-3 business days.

Your Customer Success Manager may change as a result of this transition. In this event, your former CSM will set you up with our team of Customer Success Coordinators that will support your customer experience via email support post-transition.

When you activate Electric's Basic Package, how you communicate with Electric's Service Desk will change. Learn more about contacting Electric for IT support with your new package in this article.

Transitioning to an alternative service package will result in a rate adjustment for your company. How soon this rate will be reflected on your invoice depends on whether the transition occurs at mid-contract or renewal.

Customers transitioning mid-contract will see updated rates on the first invoice following the signature of the amended contract with Electric, based on their existing billing cycle. Some customers may see a proration from their previous service package on a subsequent invoice.

Customers transitioning at renewal will see updated rates on the first invoice of the new renewal period.

Information about the services and support included with Electric's Basic Package are detailed in this article.