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Background: There are situations where certain users may need to be blocked for various reasons in accordance with our internal policies

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Table of Content

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Blocking Engine Users:

Step

Action

1

  • Support will receive an Email coming from any of the following Compliance Team Members

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

2

  • Is the request coming from any of the members in list?

IF YES:

Go to step 4

IF NOT:

Go to step 3

3

  • If the Blocking request is NOT coming from any of the parties in list:

  • Forward the Email request to Compliance at (DL-Everbright-Compliance@Nexteraenergy.com)

    • DO NOT share this email with external users

      • IF Compliance Approves: Go to Step 4

      • IF Compliance Rejects: Reply the following:

        • “Thank you for reaching out to us and for your request regarding the user block. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

          Thank you for your understanding.

          Best regards,

      • Then; stop

4

  • Confirm the following information was provided on the compliance Email received:

Info

  • First and Last Name

  • Email

  • Organization

  • Log in Engine as the Organization provided

image-20241014-143921.png

  • Head to “Organization Settings” and select the “Users” tab

  • Then; Seach user by either

    • First Name

    • Last Name or

    • Email

image-20240403-180746.png

  • Select the desired user and click on “Block”

image-20240403-181112.png

  • A “Block User” window should come up

  • Select “Other” (Unless otherwise specified in the request)

  • Add in “Notes” the Email Interaction ID number

image-20241014-150258.png

  • Once the user is blocked; the Status will show “Inactive” and a note should appear

image-20241016-201037.png

5

  • Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been blocked”

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Un-Blocking Engine Users:

Step

Action

1

  • Support will receive an Email coming from any of the following Compliance Team Members

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

2

  • Is the request coming from any of the members in list?

IF YES:

Go to step 4

IF NOT:

Go to step 3

  • If the Blocking request is NOT coming from any of the parties in list:

  • Forward the Email request to Compliance at (DL-Everbright-Compliance@Nexteraenergy.com)

    • DO NOT share this email with external users

      • IF Compliance Approves: Go to Step 4

      • IF Compliance Rejects: Reply the following:

        • “Thank you for reaching out to us and for your request regarding the user unblock. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

          Thank you for your understanding.

          Best regards,

      • Then; stop

4

  • Confirm the following information was provided on the compliance Email received:

Info

  • First and Last Name

  • Email

  • Organization

5

  • A “Block User” window should come up

  • Select “Other” (Unless otherwise specified in the request)

  • Add in “Notes” the Email Interaction ID number

image-20241014-150258.png

6

  • Head to “Organization Settings” and select the “Users” tab

  • Then; Seach user by either

    • First Name

    • Last Name or

    • Email

image-20240403-180746.png

7

  • Click “Unblok”

image-20240403-183640.png
Info

The following message will appear

image-20241016-201847.png

8

  • Click on “Edit” and Check the “Inactive checkbox

  • It will show “Active” right after the click

  • Then; Save

image-20240403-204427.png

9

  • Now the user is active on the platform

image-20240403-204735.png

10

  • Reply the original Compliance Requestor by using the following script:

“Thank you for your patience while we process your request. The user has been Un-blocked”

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Handling Block/Unblock

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Requests from

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Sales Reps, Installers, or Org Admins via Non-Email Channels

Step

Action

1

  • Remember Please remember that we will only proceed with blocking or un-blocking unblocking a user if the request is coming comes from complianceIF .

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

2

  • If the request is coming from:

    • Sales Representative

    • Installer

    • Org Admin

    • Any other party external from compliance

    not coming from any of the parties in list and is submitted through a Non-Email channel (phone or chat).

  • Agent must gather the following information from both (Requestor and User that needs to be block/Unblock:

    • First and Last Name

    • Email

    • Organization

23

  • Add all the detailed information in the case feed

34

Make sure to include all the related information and ask for if they authorize the user to be block or unblock

45

  • If Compliance Approves:

  • Proceed with the applicable process

    • Blocking Engine Users

    • Un-Blocking Engine Users

56

  • If Compliance Rejects

  • Reply to the customer the following: “Thank you for reaching out to us and for your request. We appreciate your concern; however, we must inform you that we are unable to fulfill your request at this time.

    Thank you for your understanding.

    Best regards,

  • Then; Close the Case and Stop