These customers are existing users of the platform, however new to EverBright Product or Products
Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process. This includes any changes to products, states allowed, etc.
Please see SOP on the EB Onboarding APPROVAL ticket here: Processing EB Onboarding APPROVAL tickets
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Support will send an internal comment to David Ellis asking if approved to push live (Note: automate this step once config ticket closes - TBD)
Slack David for an update within 24 hours if not received
6. Support will close the EB Product Onboarding ticket
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A separate “approval” ticket comes in to Jira - it will have a subject line like: “Partner Name - EB Product onboarding approved” and is linked to this ticket
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Ticket can be closed after config is complete.
Approval will come in a separate ticket; products will be made active in that ticket.
Important Note: if any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding tickets