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If the credit has expired, DP will not approve an M1 extension. The installer needs to cancel the workflow, requote, rerun credit, generate a new contract, and complete all milestone tasks:

'Hello,

The credit qualification is expired; therefore we are unable to grant a milestone extension for M1. In order to proceed, you will need to re-run credit, create a new quote and contract, complete all milestone tasks per the new workflow inclusive of the welcome call.

Regards,'

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**Effective 02/23/2023 No M2 extensions will be granted past the 120-day deadline. This will impact all current and future workflows. Any workflow that is past the 120-day deadline will be cancelled. In order to continue, the customer will need to rerun credit, requote using updated pricing and sign a new agreement.

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• Navigate to the milestone needing an extension

• If in M2 - follow instructions above to see if a previous extension was granted

• Click on the direct milestone extension request button (instructions above)

  • Add a custom note: ‘Support requesting extension on behalf of the installer’

• When the request window pops up, click ‘Send’

Back in the ticket, ‘reply to customer’ with the following canned response with screenshot included:

Hello,

Thank you for contacting EverBright support. We are pleased to inform that milestone extensions can be requested in the Operations phase of the platform. Not to worry; we will submit this request on your behalf. Please follow the instructions below to submit future requests:

1. Navigate to the Operations phase of your workflow

2. Select the milestone needing an extension

3. Click on the ‘Request Milestone Extension’ task

4. A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing

5. Click ‘Send’

That’s it! An extension request will automatically be sent to deal processing for review. No further action is required on your part. Please allow 1-2 business days to complete the review. The result will be posted in the milestone feed section of the platform (see screenshot below for details). We are closing this ticket. Feel free to reach out if you need additional assistance.

Regards,

• Once the milestone extension request has been sent to DP, the ticket can be closed.

  1. Resolution type - account management

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If M2, see notes above for instructions before submitting a request. Otherwise, add dealprocessing to the request participants field before replying:

Deal Processing team:

[Organization], copied on this email, is seeking an extension for [customer name and address] for milestone [x]. Please let us know if this is approved or if you need additional information.

Thanks,

Other than the initial request above, any follow-up communication with DP should be done using internal notes. If DP has not responded within 24 hours, navigate to the operations phase of the workflow and check to see if the extension was granted. If not, send a slack message to DP to follow up

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