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Requests to enable EverBright’s integrated products will come directly to Support!  Below are the stepsNote: These tickets are for installers NEW to both the platform and to EB products.

Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.

1. Onboarding form (ticket) will be sent directly to Support

• The ticket will always have the subject, “EverBright - New Partner Onboarding”

• The ticket will include the information required to setup the partnership including:

  • Contractor Installer name

  • Contractor Installer contact email

  • Installer’s EverBright account manager

2. Update the SS ticket

• Update the Organizations ticket’s Organization field to the Contractor Installer name, from the form.

• Add the organization’s Sighten account manager and David Ellis as a Watcher.

• Set Reporter to onboarding@goeverbright.com

• Set Request Type to Company-specific Data Change Onboarding

• Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, and the organization’s account manager.

• Use the Needs Configuration? Automation dropdown to select Integrated Finance

• An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.

3. Update the CS ticket (created by the automation)

• Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)

• Add Components (Contractor Installer name)

• Change the Epic to EverBright Configurations CS Onboarding

• QA assignee - Cherish Sharma

• Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206

4. Account is configured (by config team)

• Configure the product in the account according to the instructions

5. Support will close the SS ticket

• Support notified that the CS ticket is complete (workflow will change to waiting for support)

• Add an internal comment to James and David Ellis that it's complete.

• Important Note: if When complete - the config team close the CS ticket

• If any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager

  • Tag the Account Manager and David Ellis in an internal comment

  to communicate with the customerClose the ticket.

  • and follow this SOP to escalate to the ticket to the Account Manager

  • Priority - High

5. Support will close the EB Onboarding ticket:

• Add training@goeverbright.com, and Marko Spasic as request participants

  • These EverBright employees will use this as a trigger for subsequent processes

• Reply to customer:

Hello,

Configuration is complete, and the account is ready to launch. Please coordinate with [account manager] to schedule Onboarding training. [Account manager] please confirm all required documents have been submitted.

Regards,

• Close the ticket (no need to wait 24 hours)