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Background: A milestone deadline is coming up or is expired and an installer is requesting an extension. The installer will have a message with a yellow banner (if approaching) or red (if expired).
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Navigate to the operations phase to confirm the expiration date of the Milestone:
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Specific scenarios
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M1 Requests
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Credit qualifications are only valid for 60 days, however, DP will grant a one-time 30-day extension. If an installer is seeking a milestone extension, first check the expiration date on the credit.
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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 the previous contract was generated using expired pricing, the installer will have to requote with updated pricing. EB will not honor expired pricing for pre-M1 cancellations. |
Direct Milestone Extension Request
The Installer will have the option to request a milestone extension directly from the platform.
Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:
A window will pop up that will allow the installer to compose an email to deal with processing to request a milestone extension. The installer also has the option to add additional recipients if they would like to have a copy sent to another party:
For
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incoming requests for Milestone Extensions (M1 Only)
If the installer reaches out to Support to request an extension, they should be directed to use the Milestone Extension Request button to submit their request.
Navigate to the milestone needing an extension.
confirm the extension request toggle is available.
If in M2 or M3 - No extensions will be granted
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:
Navigate to the Operations phase of your workflow.
Select the milestone needing an extension.
Click on the ‘Request Milestone Extension’ task.
A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing.
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.
Resolution type - account management
M2 requests
No M2 extensions will be granted. This will impact all current and future workflows. Any workflow that is past the 120270-day deadline will be canceled. To continue, the customer will need to rerun credit, requote using updated pricing, and sign a new agreement.
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This has been communicated to installers.
Milestone Extension Requests
Direct Milestone Extension Request
The Installer will have the option to request a milestone extension directly from the platform.
Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:
A window will pop up that will allow the installer to compose an email to deal with processing to request a milestone extension. The installer also has the option to add additional recipients if they would like to have a copy sent to another party:
For incoming requests for Milestone Extensions
If the installer reaches out to Support to request an extension, they should be directed to use the Milestone Extension Request button to submit their request.
Navigate to the milestone needing an extension.
confirm the extension request toggle is available.
If in M2 - No extensions will be granted
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:
Navigate to the Operations phase of your workflow.
Select the milestone needing an extension.
Click on the ‘Request Milestone Extension’ task.
A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing.
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.
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Deal Processing Timelines
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Agents should NOT be reaching out to Deal Processing until the 3rd business day. Please allow DP 2 full business days. |
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