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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).

Table of Contents:

Milestone Deadline

Reference

  • Here’s how you can check the current or past Milestone Deadline

Specific scenarios

M1 Requests

M1 deadlines will now be set to 90 days.

  • Since the credit qualification is valid for 90 days, no M1 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.

Action

Script

  • 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.

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 Sales Force Case, and create a Case Assignment with “Sales” and tag the Account Manager in the Feed asking them to review it

If an Account Manager is requesting an extension of M2

  • The agent should create a Sales Force Case (if one has not been created already)

  • And and Advise ONLY to this Account Manager to reach out to Richie Slaney (Unlicensed) and close the Case.

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.

image-20240506-142328.png

3

  • Click the Request Milestone Extension.

image-20240506-142621.png

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.

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