Content Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

and proceed toStep 2

2

• Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

M3 has been approved

Go to Step 3

M3 has NOT been approved

Go to Step 4

3

• Using the following table for scripting or response based on contact method:

• Phone call or chat

Home Sale/Transfer & Refinance/UCC Filing/PUC Filing:

1. Follow process for Transferring calls to Account Servicing and Stop

• Email

Home Sale/Transfer & Refinance/UCC Filing/PUC Filing:

1. Forward email to clientservices@launchservicing.com

4

• Using the following table for scripting or response based on transaction request:

Home Sale/Transfer

M1

Homeowner can email EverBright to cancel their job. Follow process for How to Handle Contract Cancellation Requests.

IF NOT M3 Approved

1. Ask the customer, “Do you have panels installed?”

2. Refer customer to their installer: “Since your system has not been activated, you would need to speak with your installer. Let them know that you are selling your home and give them your estimated closing date.”

3. Enter disposition notations with billing disposition notations and Stop.

Refinance/UCC Filing/PUC Filing

1. Create a Case

   • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

2. Request type

   • System Transfer - Refinance

3. Ensure to have all the following information:

   • Homeowner name

   • Full property address

   • Phone number

   • Email address

4. Change the case owner to Brian Embry

5. Enter disposition notations with billing disposition notations and Stop.

Home Sales Spreadsheet

What the homeowner should expect if requesting to do a Home Sale

1. The Seller’s accounts need to be current or brought current before executing the assignment agreement and before removing any UCC (Filing on Solar System). All Filings will be terminated and re-filed based on the Close of Escrow date provided.

2. Account Servicing will provide payoff/prepay/payout information. If not completed or applicable, they collect information for the Assignment and Assumption (A&A) form for Homeowner Transfer that will be sent to EverBright Customer Support.

3. EverBright Customer Support agent conducts authoritative copy check and run soft credit qualification decision. If soft credit qualification decision is approved, A&A form is signed by EverBright and sent back to Account Servicing to proceed with home transfer. If is soft credit qualification decision is denied, email is sent to Account Servicing to proceed with payoff or charge $250.00 for Transfer Assumption fee. Only if stated in the customer’s contract can they request exemption of the credit application (Do not mention to customer).

4. Account Servicing will invoice a Transaction Fee for UCC filing fee removal to the seller and once collected, work with WKLS on UCC (and for PUC for California PPA) filing removal. Account Servicing will book a new transaction to reflect the new customer information and begin managing the new account. Lastly, Account Servicing will send email to EverBright Customer Support once the home transfer is completed.

After the Home is Sold to the New Buyer

• The new buyer is able to obtain access to the Homeowner Portal by referencing the following SOP: Home Transfer Process - MyEverBright. This process is currently handled by Nehemiah @ EverBright and Brian Embry .

PUC Termination Requests

If a request is received to approve filing terminations because a home has been sold, please notify Trent.Preissner and Judy Targosz-Schechter .