How Requests Are Prioritized

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	4