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 close the CS ticket 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
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 duplicate.
6. Once approval received, Support will link a new CS ticket
Assign the new linked CS ticket to someone working at that time (add link to schedule)
Ask them to turn the products live for that customer
7. Support will close the Onboarding SS ticket
Once the new linked 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 any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding tickets
If any customer communication is needed (for example, not ready to launch in their state, etc.)
Tag the Account Manager and David Ellis in an internal comment and follow this SOP to escalate to the ticket to the Account Manager
Priority - High
| Note |
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Customers / Installers are not copied on onboarding tickets |
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)