Please reference in conjunction with our article Submit a Request Using the Electric User Hub.
With the release of the Electric User Hub, Electric is now realizing a true Priority Service Model based on urgency and impact. This support model is used by best-in-class Service Desk solutions across the world today as it reduces the number of chat interactions necessary to gather actionable information, leading to more efficient and timely request execution.
Gathering Urgency and Impact
Electric uses three standard questions to help determine the type of ticket, urgency, and impact:
What can we help you with?
I have a request = classified as a request with lower urgency
Something is not working = classified as an incident with higher urgency
Can users currently work?
Work is not impaired or blocked = lower urgency
Work is partially impaired = medium urgency
Work is completely blocked = higher urgency
How many users need assistance?
One user = lower impact
Multiple users = higher impact
Establishing Priority
Electric has established a priority matrix based on the urgency and impact gathered from the form submission:
Impact / Urgency | Completely Blocked | Partially Impaired | Not Impaired |
Multiple users | High | Medium | Low |
One user | Medium | Low | Low |
Support Expectations
Electric strives to exceed the expected target times to assign and resolve tickets, but achieving these targets is driven by many factors, including ticket volume and level of actionable information provided within the ticket.
We are then able to provide general support timing expectations by further categorizing by the type of ticket:
Incidents (“Something is not working”) automatically have higher urgency:
Incident Priority | Time to Assign | Target Time to Resolve |
High | 10m | 1h |
Medium | 30m | 2h |
Low | 60m | 4h |
Requests (“I have a request”) have lower urgency:
Request Priority | Time to Assign | Target Time to Resolve |
Medium | 30m | 2h |
Low | 60m | 4h |
Chat Support
Chat is available 9am - 6pm ET Monday through Friday.
Target Time to Assign: 10m
Starts counting when the issue is created
Stops counting when the issue is assigned
Target Time to Resolve: 1h
Starts when the issue is created
Pauses when in statuses:
“Waiting for Approval” - we are waiting for approval from a designated approvers
“Waiting for Customer” - we are waiting on a response from the user
“Waiting for Support” - we are waiting on a response from a partner support team
Stops counting when a resolution is set (“Resolved and Closed)