Customer Support Bulletin

The Support team should check this bulletin frequently for SOP and impacting updates.

Table of Contents

1 ** Support Schedule.xlsx
2 ** CXOne IVR Wishlist
3 02/24/2023 EB removing RICs in NC
4 PPA Quiz Answer Key
5 **Support Tools
6 ** Training Videos
7 ** EverBright Product Availability Map
8 **How to handle homeowner inquiries about their PTO status and billing
9 **Removing Uploaded Documents Containing PII from Ops Phase
10 NEW UPDATES

02/24/2023 EB removing RICs in NC

EB is no longer selling RICs in NC due to some state rules - config will be shutting down RIC 1.0 and not launching RIC 2.0 in NC until there's some adjustments made to pricing. Account managers will be reaching out to affected installers to let them know, but please be prepared in case you get any questions.

PPA Quiz Answer Key

Answers for PPA quizzes 1-3

PPA Quiz Answer Keyarchived

**Support Tools

Use the following link to access tools such as FullStory, etc.

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/471498819

** Training Videos

Support Team EverBright End to End Trainingarchived

https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2612690945

** EverBright Product Availability Map

Click here to view the states where EB currently operates

**How to handle homeowner inquiries about their PTO status and billing

For other Agents: How to Re-assign PTO Related Ticketsarchived

For Daniel and Nehemiah: DO NOT USE - OUTDATED SOP - PTO related billing inquiriesarchived

**Removing Uploaded Documents Containing PII from Ops Phase

Documents uploaded by an installer or sales rep that include personally identifiable information(PII) will need to be removed from our platform. Support is able to remove these documents using the steps outlined in the following article https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2630418558

NEW UPDATES

Credit Requirements

Identifying the Live Project

The following article will outline how to go about identifying the live project design so that the system design changes will reflect in the work order/change order. https://goeverbright.atlassian.net/wiki/spaces/~61aa59bab0b630006a47f0ac/pages/2630516959

Updates to EverBright Adders

https://goeverbright.atlassian.net/wiki/spaces/TECH/pages/2607185952

Processing EverBright Partner Application Status Inquiries

The following SOP should be used if support receives a request from a prospective customer regarding the status of an EverBright partner application. https://goeverbright.atlassian.net/wiki/spaces/~61aa59bab0b630006a47f0ac/pages/2618064946