Welcome to Electric.
Your company has partnered with Electric to provide you with lighting-fast and modern-day IT support. Our team of 100+ IT specialists is available on-demand to provide real-time support for day-to-day IT hurdles via the Electric App.
What are “day-to-day” IT issues?
We’re here to assist you with all things IT, so the list of the things we can help with is pretty long—below are a few common issues you can hit us up for. When in doubt, just message us via the Electric App.
And because things move fast in today’s world, we guarantee an initial response within 10 minutes plus industry-leading resolution times.
How do we work together?
Depending on your company’s chat platform, Electric is available via Slack or Microsoft Teams (Teams). New to Slack or Teams? See the instructions for getting started with Slack here or Teams here.
Contacting Electric
You can message the Electric App anytime Monday-Friday between 9am-9pm (EST) and we’ll be here to assist you.
One of the things that makes Electric different is our ability to support you via chat, so we use the Electric App as our primary method of communication.
Levels of support
100+ IT specialists means Electric employees specialize in a variety of areas. We have Level 1, Level 2, and Level 3 agents with varying knowledge ready to be assigned to the IT task they know best.
You’ll always be greeted by a Level 1 agent who diagnoses your IT ticket, and when necessary, will connect you to a specialized technician. (See Triage Process below.)
Electric is not a Bot
Bots are cool, but interacting with real humans that can understand you is cooler.
You’ll be greeted by a real person when you message Electric and we’ll ensure your ticket is resolved in a timely, human manner.