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Background: A milestone deadline is coming up or is expired and an installer is requesting an extension. The installer will have a message with a yellow banner (if approaching) or red (if expired).

If an installer calls regarding a milestone extension, please be sure to check the job in Engine to see if the request has been submitted.

Navigate to the operations phase to confirm the expiration date of the Milestone:

...

Specific scenarios

For M1 Requests Only

Credit qualifications are only valid for 90 days. If an installer is seeking a milestone extension, first check the expiration date on the credit.

Navigate to the Qualifications phase and click on the green credit button corresponding to the product for the workflow. Locate the Expiration date under for the credit:

...

If the credit has expired, DP will not approve an M1 extension. The installer needs to cancel the workflow, requote, rerun credit, generate a new contract, and complete all milestone tasks

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Milestone Deadline

Reference

  • Here’s how you can check the current or past Milestone Deadline

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Specific scenarios

M1 Requests

M1 deadlines will now be set to 90 days.

  • Since the credit qualification is valid for 90 days, noM1 extensions will be allowed.

  • This means that if the M1 deadline passes, we will NOT be able to grant an extension, and a new credit application will be required.

Note

NOTE:

  • The Extension Request Button has been removed from the platform for all existing workflows. As a result, M1 extensions can no longer be requested for any project. However, any M1 extension requests submitted before the implementation will still be honored by DP, (if applicable)

Action

Script

  • Reply to the Installer by using the following script:

'Hello,

The credit qualification is expired; therefore, we are unable to grant a milestone extension for M1.

...

To proceed, you will need to re-run credit, create a new quote and contract, and complete all milestone tasks per the new workflow inclusive of the welcome call.

Regards,'

Info

If the previous contract was generated using expired pricing, the installer will have to requote with updated pricing. EB will not honor expired pricing for pre M1 cancellations

...

M2 requests

...

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No M2 extensions will be granted. This will impact all current and future workflows. Any workflow that is past the

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270-day deadline will be

...

canceled.

...

To continue, the customer will need to rerun credit, requote using updated pricing, and sign a new agreement.

IF

M3 Requests

  • M3 extension requests will be considered by deal processing, however they must be within 90 days of the original milestone deadline. Navigate to M3 in Operations and click on the milestone feed tab to determine the original milestone deadline:

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  • If within the 90-day window, the request can be completed by using the ‘direct milestone extension request’ in the platform or if the button is unavailable follow the ‘If the Milestone Extension Request button is not available’ instructions (see below for instructions)

Milestone Extension Requests

Direct Milestone Extension Request

The Installer will have the option to request a milestone extension directly from the platform.

  • Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:

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  • A window will pop up that will allow the installer to compose an email to deal processing to request a milestone extension. The installer also has the option to add additional recipients if they would like to have a copy sent to another party:

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For incoming requests for Milestone Extensions

If the installer reaches out to Support to request an extension, they should be directed to use the Milestone Extension Request button to submit their request.

  • Navigate to the milestone needing an extension

    • confirm the extension request toggle is available

    • If in M2 - No extensions will be granted

Back in the ticket, ‘reply to customer’ with the following canned response with screenshot included:

Hello,

Thank you for contacting EverBright support. We are pleased to inform that milestone extensions can be requested in the Operations phase of the platform. Please follow the instructions below to submit your request:

  1. Navigate to the Operations phase of your workflow

  2. Select the milestone needing an extension

  3. Click on the ‘Request Milestone Extension’ task

  4. A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing

  5. Click ‘Send’

That’s it! An extension request will automatically be sent to deal processing for review. No further action is required on your part. Please allow 1-2 business days to complete the review. The result will be posted in the milestone feed section of the platform (see screenshot below for details). We are closing this ticket. Feel free to reach out if you need additional assistance.

Regards,

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  • Once the milestone extension request has been sent to DP, the ticket can be closed.

    1. Resolution type - account management

If the Milestone Extension Request button is not available (M1 or M3 only)

No M2 extensions will be granted. Otherwise, add deal processing to the request participants field before replying:

Deal Processing team:

[Organization], copied on this email, is seeking an extension for [customer name and address] for milestone [x]. Please let us know if this is approved or if you need additional information.

Thanks,

...

Action

If a Sales rep is requesting an M2 extension

  • They should be referred to their installer only. Do not refer to the AM under any circumstances.

If an Installer is requesting an M2 extension

  • And there are extenuating circumstances, advise the installer to contact their Account Manager, create a Sales Force Case, and create a Case Assignment with “Sales” and tag the Account Manager in the Feed asking them to review it

If an Account Manager is requesting an extension of M2

M3 Requests and Setoffs

No M3 extensions will be granted.

  • If a job passes the M3 deadline the red deadline has passed banner will display, but the installer will still be able to complete M3 tasks and then submit for approval.

Some workflows still have the task to submit for an M3 extension as of 1/5/2023, however no M3 extensions will be granted.

  • The M3 milestone extension request task will be removed from all workflows per

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Workflows that were created on or after 5/15/2023 will have their PTO milestone configured to set off when the milestone deadline passes.

  • The milestone deadline passed banner will display on

  • The installer should complete the required tasks. Once complete, they will be able to submit for approval.

The first workflows that are eligible for setoffs

  • Will be in February

This feature will trigger a setoff of all funds released to date for the project, not a claw back.

  • Once the installer has reached PTO approval, the setoff will be reversed.

The ability to exempt specific workflows from being setoff past the M3 submission deadline will be available.

  • This will be determined by DP only.

Info

This has been communicated to installers.

Deal Processing Timelines

Note

Agents should NOT be reaching out to Deal Processing until the 3rd business day. Please allow DP 2 full business days.

  • Request Type: Account ManagmentManagement

  • Resolution Type: Account ManagmentManagement

To determine the date the request was made to ensure DP has the full 2 business days for review and processing:

Step

Action

Reference

1

  • Pull up the job in Engine.

https://engine.goeverbright.com/pipeline

2

  • Navigate to the Operations Phase.

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3

  • Click the Request Milestone Extension.

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4

  • Click History.

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The agent should wait a full 2 business days from the date the request was submitted before following up with DP on the 3rd business day.