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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:
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Milestone Deadline | Reference |
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Specific scenarios
M1 Requests
Credit qualifications are only valid for 60 days, however, DP will grant a one-time 30-day extension. 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 the credit:
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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.
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NOTE:
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Action | Script |
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| '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,' |
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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. |
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:
A window will pop up that will allow the installer to compose an email to deal with 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:
For incoming requests for Milestone Extensions (M1 Only)
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 or M3 - No extensions will be granted
Back in the ticket, ‘reply to customer’ with the following canned response with a screenshot included:
Hello,
Thank you for contacting EverBright support. We are pleased to inform you that milestone extensions can be requested in the Operations phase of the platform. Please follow the instructions below to submit your request:
Navigate to the Operations phase of your workflow.
Select the milestone needing an extension.
Click on the ‘Request Milestone Extension’ task.
A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing.
Click ‘Send’
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Regards,
Once the milestone extension request has been sent to DP, the ticket can be closed.
Resolution type - account management
M2 requests
No M2 extensions will be granted. This will impact all current and future workflows. Any workflow that is past the 270-day deadline will be canceled. To continue, the customer will need to rerun credit, requote using updated pricing, and sign a new agreement.
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If a Sales rep is requesting an M2 extension |
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If an Installer is requesting an M2 extension |
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If an Account Manager is requesting an extension of M2 |
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M3 Requests and Setoffs
No M3 extensions will be granted. |
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Some workflows still have the task to submit for an M3 extension as of 1/5/2023, however no M3 extensions will be granted. |
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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. |
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The first workflows that are eligible for setoffs |
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This feature will trigger a setoff of all funds released to date for the project, not a claw back. |
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The ability to exempt specific workflows from being setoff past the M3 submission deadline will be available. |
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This has been communicated to installers. |
Deal Processing Timelines
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To determine the date the request was made to ensure DP has the full 2 business days for review and processing:
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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.