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Background:

EverBright is partnering with CED/Concert to offer RIC products to customers using their platform (Beam). EverBright will be the financier and will therefore be providing customer support for homeowners from the point they reach PTO. However, support’s contact information is listed on the agreement; therefore, we may receive calls from Concert customers at any point after they receive their contract. Concert customers will not be in the EB platform and therefore support agents will need to confirm they are indeed a Concert customer. Support may receive cancellation requests from Concert customers by phone or email. This SOP outlines the process for handling Concert normal cancellation requests.

Inbound Calls

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1. Is this a homeowner or installer?

   1. If installer:

      1. refer them back to Concert at 855-925-4890

   2. If homeowner:

      1. name

      2. address where the solar system is/will be installed

      3. email address

      4. phone number

      5. installer’s name

2. Details regarding the cancellation request

   1. Why are they cancelling?

   2. Has construction already started?

      1. If yes, take down as many details as possible

   3. Is there a complaint (installer, work, etc.) or indication of fraud?

      1. If yes, take down as many details as possible

      2. Refer to How to handle concerns from homeowners about their system installation Pre- PTO SOP for complaints or fraud related issues

3. Inform the homeowner that they will need to provide a written notice to cancel their agreement. Send the homeowner an email and request they confirm cancellation:

Hello,

Thank you for reaching out to EverBright support. As discussed, all requests to cancel must be submitted in writing. Please reply to this message with your full name, system installation address, and your request to cancel. We will process your request, or reach out if further information is needed.

Inbound Email Requests from the Homeowner

Subject: Homeowner Concern Cancellation – [Homeowner Name] - [Installer Name]

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Confirm the account belongs to a Concert customer

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• Locate the customer information from the PowerBI Homeowner Dashboard https://

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• app.

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• powerbi.com

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1. If the customer does not exist on EB platform proceed to confirming that they are a Concert customer

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Post a slack message in #support-and-cs-team-members-only and tag the following people to request confirmation that they are a Concert customer:

1. M-F - 9am to 6pm EST Cassie Mercado, Alexander Cuesta, Rob Elkins, John Kilfoil, or Herve' Woods

2. M-F 6pm - 9pm EST or weekends: Cassie Mercado or Alexander Cuesta

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Provide the homeowner’s name and the address where the solar system is/will be installed

1. Provide a link to the Jira ticket.

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Update Concert Homeowner Tracker Concert Homeowner Tracker

• /groups/me/apps/65d8b4c0-228f-4fdd-827a-e716510e016e/reports/e21ad18e-c3e5-4114-9b62-5d9a98b2c367/ReportSection?ctid=a1681294-4857-4624-8d04-edaddb44ee26 .

Once confirmed, reply to the homeowner:

Thank you for letting us know you’d like to cancel your agreement. We’ve forwarded your request to the appropriate department. They will reach out to you for the next steps.

Inbound Mail Requests

These requests will come into support from Deal Processing via a Jira ticket and are received from the homeowner and will contain the request to cancel in writing. No follow-up is needed with the homeowner, unless a complaint is received. If a complaint is received along with the cancellation, follow this SOP

Follow the instructions below to send the request to Concert. Update the EBH ticket received from Deal processing, DO NOT CREATE A NEW TICKET

Forward the customer’s request to Concert (Cancellations ONLY)

Update the EBH ticket

Subject: Homeowner Concern – [Homeowner Name] - [Installer Name]

Org: Concert - Org

Reporter: concertsupport@greentechrenewables.com

Request Participant: Concert Compliance ContactsInstaller sales rep from the PowerBi dashboard

Include the following:

• The date customer requested the cancellation

  if received by phone or email, the actual date the request was made

  • if received by mail via a ticket from deal processing, refer to the date the customer signed the cancellation (below the signature)

• Details regarding the cancellation request

  • Why are they cancelling?

  • Has construction already started?

• Homeowner’s name

• Address

• Reason for cancellation

• If construction has started or notInstaller’s Name

'Hello,

[Customer Name + Customer ID] reached out EverBright support requesting to cancel the solar agreement for the property located at [address].

[date of request]

[insert details/reason for cancelling here][Has construction started? Yes or No, If yes, provide detailsdetails from above]

Please confirm receipt of this request.

Regards,'

After Once confirmation is received, the ticket can be closed.