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).

Table of Contents:

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.

Step	Action	Reference Image
1	Navigate to the operations phase to confirm the expiration date of the Milestone:

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.

Step

Action

Reference Image

1

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:

2

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:

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,'

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.

Step	Action	Reference Image
1	Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:
2	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.

Step

Action

Reference Image

1

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’

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,

2

Once the milestone extension request has been sent to DP, the ticket can be closed.
1. 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.

IF	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 Jira ticket, and tag the Account Manager in the ticket and ask them to review it.
If an Account Manager is requesting an extension of M2	the agent should create a Jira ticket, if one has not been created already. Advise the Account Manager only to reach out to Richie Slaney (Unlicensed) and close the ticket.

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 CS-24275 - Getting issue details... STATUS
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.

This has been communicated to installers.

Deal Processing Timelines

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

Request Type: Account Management
Resolution Type: Account Management

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.
3	Click the Request Milestone Extension.
4	Click History.

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.

What to do if an installer is seeking extension for a Milestone