• A lawsuit has been filed.

• The Attorney General of the customer’s state notifies EverBright of a filed complaint.

• The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

• EverBright receives a UCC Filing Notice.

• Attorney Demands

• Regulatory - Consumer

• Litigation

• Arbitration

• Deceased Customer

• Information Request

• General Legal Questions

• Conservatorship

• Installer bankruptcy

• Notice of trustee sale

• Did the customer or an attorney send via email a legal document(s)?

• IF YES: Transfer the Email within CXOne to the queue “Email-Escalations” and Stop

• IF NOT: Go to Step 2

• If they threaten to file a lawsuit or obtain an attorney:

• Advice The following:

• Did the homeowner provide their attorneys information OR did an attorney reach out on behalf of a homeowner,

• Advice the following:

• Leave a note in customer’s account Feed regarding the interaction

• Stop

• Create a case under the customer’s contract

Fill in:

• Primary Reason

• Case Description

  • Detailed information regarding the case

• Update Salesforce Case notations to Legal

• From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

  Open

  

• In SalesForce; From the Customer’s Account Level click on “Related Contacts”

• Click on “New Contact”

• Select the “Homeowner Contact” option and then Click on “Next”

• Complete the corresponding Fields such as :

1. Attorney First Name

2. Attorney Last Name

3. Phone Number

4. Email Address

• Then click on “Legal Representation” and click on the arrow next to it to move it into the “Chosen” Box

• Finally click on Save

• This will generate a banner alert on the Customer’s Account in Sales Force

• Notify Launch Account Servicing that the customer has obtained legal counsel

• Send email to clientservices@launchservicing.com with the following information:

  • Attorney Name

  • Law Firm

  • Phone Number

  • Address

  • Email

• Create a Case Assignment and assign it to Compliance/Legal

• Legal/Compliance

• O+M/Fleet (Only applicable to PPAs)

• Referral Reason (choose one)

  • Attorney Demand

  • Attorney General Complaint

  • Litigation

  • General Legal Questions

  • Conservatorship

• Referral Comments:

  • Add additional information regarding the case

• Select New Legal Form

  • Complete all the required fields.

• Once the Legal Matter is resolved, DO NOT remove any legal representation banners or the Legal Representative as a contact in SalesForce until we receive official confirmation from Legal that representation has ended.