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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:

  • Installer name

  • Installer contact email

  • Installer’s EverBright account manager

2. Update the SS ticket

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

• Add the organization’s 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

• When complete (but not pushed live) - the config team will place their ticket on hold - and the SS ticket will be moved to “waiting on support”

5. Support will initiate approval before pushing products live

• Support will send an internal comment to David Ellis asking if approved to push live

• Support will slack David for an update within 24 hours if we don’t hear back from him

• Note: If a separate “approval” ticket comes in to Jira (i.e. David doesn’t reply within the ticket - rather sends a new email that opens a new Jira ticket), link the approval ticket to the onboarding ticket and close the approval ticket as a duplicateOnce approval is received to push the products live in the account, change the CS ticket status back to “to do” and ask Config to push the products live

6. Support will close the SS ticket

• Once the CS ticket is complete (workflow will change to waiting for support), add an internal comment to David Ellis that it's complete and products are live.

• Close the ticket.

• Important Note: if 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

  letting them know that communications are needed - remember, customers

  • 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)