1

• Navigate to the operations phase to confirm the expiration date of the Milestone:

1

• Navigate to the Qualifications phase and click on the green credit button corresponding to the product for the workflow. Locate the Expiration date under the credit:

2

• Reply to the Installer by using the following script:

'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,'

1

• Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:

2

• 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:

1

• 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:

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,

Image Modified

2

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

  1. Resolution type - account management

If a

Sales rep is requesting an M2 extension

• They should be referred to their installer only. Do not refer to the AM under any circumstances.

If an

Installer is requesting an M2 extension

• And there are extenuating circumstances, advise the installer to contact their Account Manager, create a Jira ticket, and tag 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.

• The M3 milestone extension request task will be removed from all workflows per

  Jira Legacy
  server System Jira serverId 13920277-a569-33f1-940f-ccfb9963969e key CS-24275

• The milestone deadline passed banner will display on

• The installer should complete the required tasks. Once complete, they will be able to submit for approval.

• Will be in February

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

• This will be determined by DP only.

1

• Pull up the job in Engine.

https://engine.goeverbright.com/pipeline

2

• Navigate to the Operations Phase.

Image Added

3

• Click the Request Milestone Extension.

Image Added

4

• Click History.