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Rafael Gonzalez

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Note

Please DO NOT redirect Reps with their Organizations or Installers since they will not be able to take any action

Note

Avoid sharing additional information regarding the hold/block in the account with Sales Reps/installers

FAQ:

What are the Two Types of Holds that can be set?

Compliance Hold

  • This Hold is used when there is a suspicion of fraudulent activity

Bug Hold

  • This hold is used when there is a critical bug where we want to pause any progress on the workflow.

Info

Example: Incorrect metric in a contract that we need the customer to re-sign, but don't want them to get M3 approved where re-signs become very difficult

What’s the Process Flow? (Internal Information Only)

Step

Flow

1

  • The relevant Business team would provide a list of workflow ID’s to the Tech Team.

2

  • For the MVP, The tech Team will handle setting the hold through an API Call

Info

Future State: We will have a tool that enables special permissioned users to set and unset holds

3

  • Once EverBright deems that a hold can be removed, the relevant Business Team will notify the Tech Team, and the hold will be unset through an API Call

What is the customer impact/experience?

  • If a hold is in place on a workflow, the Installer will not be able to take any action. If they try to click or complete any action they will get an Error Message.

  • They will see a large banner at the top of their workflows indicating that the job is on hold and what type of hold it is

  • Once holds are removed from a workflow, Any Milestone submission dates or Credit expiration dates (If in M1) will be extended by the number of days of the hold

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