Introduction
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 Techvera, an Electric Company.
Questions answered in this article:
Transition Overview
Once your company's amended contract with Electric has been signed, you will participate in a kick-off call with the Techvera MSP Service Delivery Team and a Project Manager. During this meeting, the team will review an onboarding schedule, change management, and go live plans. Following the kick-off, the Techvera MSP team will configure device management tools and software (e.g. ConnectWise and Jamf) and partner with Electric to transfer the applicable licenses and other credentials, as needed. Once this work is completed, the Techvera MSP team will coordinate onboarding training for your company.
What does the timeline look like for this transition?
Once your contract with Techvera has been signed, implementation will take 4 weeks. Below is a high-level overview of what you can expect week by week.
Week 1: Kick-off, review project schedule and specific milestones.
Week 2: Device Management roll-out, install ConnectWise Automate.
Week 3: Transfer of licenses and third party apps, activation of SentinelOne.
Week 4: Go-live Date, end of former service package.
Will my interactions with Electric change after this transition period?
Techvera's services align to a different, specialized support team. This means if you currently work with Electric’s Customer Experience team, your day-to-day point of contact will change. During your transition, you will be introduced to a Technical Account Manager who will be dedicated to providing white glove support to your company moving forward.
There are a number of methods that you and your employees can use to contact Techvera for IT support. The Techvera team can be contacted via email, text, chat (Slack/Teams), and phone. Techvera’s phone support is private to customers and available 24/7/365 for emergency support, such as a company-wide network outage.
Billing
Transitioning to an alternative service package will result in a rate adjustment for your company. When it comes to timing, our aim is to make this as seamless as possible. Your company will be invoiced by Electric through the final date of service indicated by your contract. Services provided on the subsequent calendar day and each day thereafter will be invoiced by Techvera.