Table of Contents:

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).

Navigate to the operations phase to confirm the expiration date of the Milestone:

Specific scenarios

For M1 Requests Only

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.

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:

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:

'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,'

For M2 requests only

No M2 extensions will be granted. This will impact all current and future workflows. Any workflow that is past the 120-day deadline will be canceled. To continue, the customer will need to rerun credit, requote using updated pricing, and sign a new agreement.

If an installer is requesting an M2 extension and there are extenuating circumstances, tag Logan Teague or Alexander.Cuesta 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

• M3 extension requests will be considered by deal processing, however, they must be within 90 days of the original milestone deadline. Navigate to M3 in Operations and click on the milestone feed tab to determine the original milestone deadline:

  

• If within the 90-day window, the request can be completed by using the ‘direct milestone extension request’ in the platform, or if the button is unavailable follow the ‘If the Milestone Extension Request button is not available’ instructions (see below for instructions)

Milestone Extension Requests

Direct Milestone Extension Request

The Installer will have the option to request a milestone extension directly from the platform.

• Navigate to the operations phase and click on the Milestone that needs to be extended. Click on the Request Milestone Extension toggle:

  

• 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

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.

• Navigate to the milestone needing an extension.

  • confirm the extension request toggle is available.

  • If in M2 - 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:

1. Navigate to the Operations phase of your workflow.

2. Select the milestone needing an extension.

3. Click on the ‘Request Milestone Extension’ task.

4. A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing.

5. 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,

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

  1. Resolution type - account management

If the Milestone Extension Request button is not available (M1 or M3 only)

No M2 extensions will be granted. Otherwise, add deal processing to the request participants field before replying:

Deal Processing team:

[Organization], copied on this email, is seeking an extension for [customer name and address] for milestone [x]. Please let us know if this is approved or if you need additional information.

Thanks,

Other than the initial request above, any follow-up communication with DP should be done using internal notes. If DP has not responded within 2 full business days, on the third business day, the agent should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests.

• 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:

• Pull up the job in Engine.

• Navigate to the Operations Phase.

• Click the Request Milestone Extension.

• 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.