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Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.
Process Overview
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STEP
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ACTION
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1
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Did the customer threaten/allege to file a lawsuit or obtain an attorney?
If yes:
Advise:
We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.
Follow appropriate process(es) and Stop
If no, go to Step 2
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DO NOT request the name of an attorney if the customer has NOT provided a name or contact. |
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2
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Determine if the matter qualifies for escalation to Legal
If yes:
Advise:
EverBright’s Legal team will work directly with the customer’s attorney
All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney
Only if Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM
Notify Launch Account Servicing that the customer has obtained legal counsel
Send email to clientservices@launchservicing.com with the following information:
Attorney Name
Law Firm
Phone Number
Address
Email
Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved
Stop
If no, follow appropriate process(es) and Stop
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If you need to follow up on a Case Assignment that is being handled by the Legal department, you can tag the following people in the chatter for a quick response:
Giancarlo (Gian) Olano & Jillian Wheatley
If there’s still no reply within 48 hours tag Nehemiah @ EverBright to follow up with them
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Table of Content:
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Qualifiers to Escalate to Legal:
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A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.
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Process:
Customer Support Agent Process Overview
STEP | ACTION | |
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STEP
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“If you are currently represented by an attorney, we will be unable to continue our discussions. However, if you are not represented, I am confident that I can assist you in initiating the resolution process for any concerns you may have.” | |||||||||||
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“we cannot continue the conversation however please send your inquiry/request to (clientresolutions@myeverbright.com) and they will get you in touch with the appropriate internal department”
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Resolution Specialist Process Overview
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Request Type
Subcategories
Naming Convention
Examples
Legal Escalations
☼ Attorney Demands
☼ Regulatory - Consumer
☼ Litigation
☼ Arbitration
☼ Deceased Customer
☼ Information Request
Legal Escalation: Attorney Demand - Customer Last / Customer State – Installer Name
Legal Escalation: AG Complaint No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Litigation [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Arbitration [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Deceased Customer - Customer Last / Customer State – Installer Name
Legal Escalation: Subpoena No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Attorney Demand - Smith / CA - Infinity
Legal Escalation: AG Complaint No. 24-00184 - Smith / TX - Infinity
Legal Escalation: Litigation - Case No. 24C0045-202 - Smith / TX - Our World Energy
Legal Escalation: Arbitration - AAA Case No. 12345 - Smith / SC - Complete Solar
Legal Escalation: Deceased Customer - Smith / GA - ASA
Legal Escalation: Subpoena - No. 144490 - Smith / UT - Shield Energy
Customer Releases
☼ Customer satisfaction letters (low remediation value)
☼ General releases (mid-sized)
Customer Release: [RIC/TPO] - Customer Last / Customer State – Installer Name
Customer Release: RIC - Doe / CO - Shield Energy
Document Requests
☼ Requests to draft or create a document
☼ Template prep
☼ Inquiries as to whether a document is needed and/or which document is needed
Document Request: New Agreement Type - Commercial / Short Description
Document Request: Revised Agreement Type - Commercial / Short Description
Document Request: New Agreement Type - Consumer / Short Description
Document Request: Revised Agreement Type - Consumer / Short Description
Document Request: New MISA Addendum - Commercial / Lead Gen Program
Document Request: Revised MISA Addendum - Commercial / Direct Pay
Document Request: New PPA Addendum - Consumer / Roof Waiver
Document Request: Revised PPA - Consumer / ACH Language
Legal Questions
☼ Regulatory questions
☼ Licensing questions
☼ Research requests
☼ Marketing / sales strategy compliance questions
☼ Questions about what we can/cannot do under PPAs/leases/RICs, etc.
Legal Question: Regulatory - [State/All States/Federal] / Short Description
Legal Question: Strategy - [State/All States/Federal] / Short Description
Legal Question: Interpretation - [Legislation/Contract/Language] / Short Description
Legal Question: Business Practice - Short Description
Legal Question: Regulatory - All States & Federal / Contractor Partial Pay
Legal Question: Strategy - NV / Compliance with S.B. 293
Legal Question: Interpretation - Legislation / NV S.B. 293
Legal Question: Business Practice - Copies of Cancelled Contracts to Customers
Administrative Requests
☼ Diligence requests
☼ Document pulls
☼ Anything that's mostly administrative in nature
*In progress
Legal Reviews
☼ Requests to review marketing materials (scripts, blogs, claims, website content, proposals, email templates)
☼ Requests to review Installer or employee training materials
☼ Internal policies and procedures
☼ Contract requests to review a counterparty's redlines of first-party paper OR requests to review counterparty's contract
☼ Interconnection Agreements
Legal Review: Marketing - [Landing Page/Blog/Slide Deck/Web Content/Ad Copy/SM Post/Script/Email] / Short Description
Legal Review: Training - [Slide Deck/Script/Collateral] / Short Description
Legal Review: [Policy/SOP/Process] - Short Description
Legal Review: Contract - Contract Type / Counterparty Name
Legal Review: Interconnection Agreement (ID#) - Utility Name / State - Installer(s)
Legal Review: Audit Response - Agency Name / State
Legal Review: Marketing - Email / Pending PTO
Legal Review: Training - Slide Deck / Installer Intro to Solar
Legal Review: Policy - Consumer Leasing Act (CLA)
Legal Review: Contract - Services Agreement / SFDC, Inc.
Legal Review: Interconnection Agreement (IA171756) - Xcel Energy / CO
Legal Review: Audit Response - Attorney General Office of Consumer Credit / CO
Litigation
☼ Anything that comes in through service of process
☼ UCC / lien-related matters
☼ Consumer litigation ("Type" is Litigation, "Category" is Consumer)
☼ Commercial lit
☼ L&E
☼ Really any litigation
*See Legal Escalation section.
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Create a case assignment and assign it to Compliance/Legal
Referral Reason (choose one)
Attorney Demand
Attorney General Complaint
Litigation
General Legal Questions
Conservatorship
Referral Comments:
Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (see naming convention below)
Select New Legal Form
Complete all the required fields.
Naming Convention
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