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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. To proceed, you will need to re-run credit, create a new quote and contract, and complete all milestone tasks per the new workflow inclusive of the welcome call.

Regards,'

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If an installer is requesting an M2 extension and there are extenuating circumstances, tag Logan Teague or Alexander.Cuesta the Account Manager in the ticket and ask them to review it.

If an Account Manager is requesting an extension of M2, the agent should create a Jira ticket, if one has not been created already. Advise the Account Manager only to reach out to Richie Slaney (Unlicensed) and close the ticket.

M3 Requests and Setoffs

The M3 extension

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request capabilities will be removed for jobs on or after 5/15/2023.

• Workflows that were created on or after 5/15/2023 will have their PTO milestone configured to set off when the milestone deadline passes.

• The first workflows that are eligible for setoffs will be in February.

• This feature will trigger a setoff, not a claw back.

  • Once the installer has reached PTO approval, the setoff will be reversed.

• The ability to exempt specific workflows from being setoff past the M3 submission deadline will be available.

  • This will be determined by DP only.

Milestone Extension Requests

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

Hello,

Thank you for contacting EverBright support. We are pleased to inform you that milestone extensions can be requested in the Operations phase of the platform. Please follow the instructions below to submit your request:

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

If the Milestone Extension Request button is not available (M1 or M3 only)

• No M2 extensions will be granted. Otherwise, add deal processing 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,

• The M3 extension request capabilities will be removed for jobs on or after 5/15/2023.

  • Workflows that were created on or after 5/15/2023 will have their PTO milestone configured to set off when the milestone deadline passes.

Other than the initial request above, any follow-up communication with DP should be done using internal notes. If DP has not responded within 2 full business days, on the third business day, the agent should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests.

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