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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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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 tostep 4

IF NOT:

Go tostep 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.pngImage Removed

image-20241024-121117.pngImage Added

  • 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”

...

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 tostep 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 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.pngImage Removed

image-20241024-121131.pngImage Added

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”

...

Handling Block/Unblock Requests from External Parties via Non-Email Channels:

Step

Action

1

  • Please remember that we will only proceed with blocking or unblocking a user if the request comes from compliance.

  • Ashlee Stutler

  • Shay Lemus

  • Ayoub Ziani

  • Elizabeth Mcginley

  • Aileen Kozlowski

2

  • If the request is 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

3

  • Add all the detailed information in the case feed

4

  • Make sure to include all the

related information and ask for

  • detailed information including the reason of the block/unblock request

  • Ask through this case assignment if they authorize the user to be

block

  • blocked or

unblock

  • unblocked

5

  • If Compliance Approves:

6

  • If Compliance Rejects

  • Reply to the customer the following: “Thank you for reaching out to us and for your request to (Block/Unblock) a User. 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