Page Comparison

STEP

ACTION

1

• Did the customer threaten/allege to file a lawsuit or obtain an attorney?

  • If yes:

    • Advise:

      • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

    • Follow appropriate process(es) and Stop

  • If no, go to Step 2

2

• Determine if the matter qualifies for escalation to Legal

  • If yes:

    • Advise:

      • EverBright’s Legal team will work directly with the customer’s attorney

      • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

      • If Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

    • Send an internal notification to our Legal team

    • Notify Account Servicing that the customer has obtained legal counsel and to cease all customer communication

    • Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved

    • Stop

  • If no, follow appropriate process(es) and Stop

STEP

ACTION

1

• Notify Legal via Email:

  • Recipients: Madeline.Rice@NexteraEnergy.com, Jillian.Wheatley@GoEverBright.com, Cassandra.Mercado@GoEverBright.com

  • Email Subject: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer]

  • Complete and include the internal notice Legal form

  • Download and attach documents referenced in the internal form (e.g., customer’s contract, change orders, signed documents, etc.)

“TYPE” Selection: ATTORNEY DEMAND, AG (Attorney General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER

*Customer Name:

[TEXT]

*State:

[TEXT]

Utility:

[TEXT]

Name of spouse / child / other complainant (If applicable):

[TEXT]

Project Address:

[TEXT]

*Demand (What are they asking for?):

☐ Monetary compensation (other than FULL tax credit amount) in the amount of $____________

☐ Monetary compensation – full tax credit amount of $____________

☐ Contract cancellation – keeping the System

☐ Contract cancellation – removing the System

☐ Waiver of balance in the amount of $____________– keeping the System

☐ Waiver of balance in the amount of $____________ – removing the System

☐ Additional panels – Qty: N/A

☐ Battery – Qty: N/A

☐ Removal & reinstallation (re-roofing / roof repair)

☐ Paying third-party contractor invoice

☐ Other:______________________________________________

*Contract Type:

☐ PPA

☐ Lease

☐ RIC 1.0

☐ RIC 2.0

*Installer Name:

[TEXT]

Contract Price:

[TEXT]

Contract Signed Date:

[TEXT]

Project Type:

[TEXT]

*Project Stage:

[TEXT]

PV Install Date:

☐ [DATE]

☐ N/A

PTO Date:

☐ [DATE]

☐ N/A

Status of Financing:

[TEXT]

*Summary (Include discussions or involvement of other third parties, the person that notified us of the complaint, the customer review / company reputation aspect, etc.):