Customer Support Bulletin

** Support Schedule.xlsx

**

**November 2nd pricing updates and No Cost Change Order (NCCO)

On October 28th, emails were sent out informing customers that EverBright prices would be changing November 2nd. Account Managers were informed of the specific pricing changes for their organizations.

November 2nd Price Change / No Cost Change Order

**Support Tools

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

/wiki/spaces/SS/pages/471498819

** Training Videos

Support Team EverBright End to End Training

/wiki/spaces/SS/pages/2612690945

** EverBright Product Availability Map

Click here to view the states where EB currently operates

** Org Deactivation

Notice to certain partners about upcoming removal from platform; account deactivation

**12/15/2022 - We will not process new configuration requests from the following Orgs until they are approved by EverBright

** Removal of Integrated Financing

Notices to EB partners re: removal of integrated financing

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

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

For Daniel and Nehemiah: Homeowner Communication- PTO related billing inquiries

**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 /wiki/spaces/SS/pages/2630418558

**Support Ticket handling Process

When an agent receives a ticket and is unsure of how to respond or process the ticket, should follow these steps (in order):

1. Using key words from the ticket, Search:

   1. For existing SOP’s in Knowledge Base (Confluence)

   2. Jira for similar tickets which have been resolved

   3. Slack Channels for similar issues

2. If, after all of the above steps were exhausted, you still don’t have the answers you need:

   1. Send a message out in Slack to the appropriate group (support-and-cs-team-members, dp-plus-support, everbright-sales, etc.)

3. If no SOP/article exists, or one exists but needs to be updated based on what you discover via the methods above:

   1. Create a Knowledge Base (KNOW) ticket

   2. Link it to the support ticket

   3. Issue type - Task

   4. Summary - Request for KB article

   5. Assignee - Deanna Collia

   6. Epic Link - Support KB

NEW UPDATES

Transferring calls to Account Servicing

If a homeowner needs to be transferred to Account Servicing, support should use the number 319-734-4951 to complete the transfer. This number is only to be used by support to transfer a call and should not be given out to homeowners.

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. /wiki/spaces/~61aa59bab0b630006a47f0ac/pages/2630516959

Updates to EverBright Adders

/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. /wiki/spaces/~61aa59bab0b630006a47f0ac/pages/2618064946

SolKraft/Swell requesting support to add new users for them

Support does not add new users to SolKraft/Swell org accounts in the platform. It is the responsibility of the installer org to add the users to the correct accounts and teams to ensure correct access for the user. The following script can be used when replying to the installer’s request:

• Hello,
  Unfortunately, we cannot add users for installer organizations. The addition of users and the assigning of teams for said users is the responsibility of the installer organization. This is to ensure the user has the appropriate access level needed by the organization.
  Thank you for your time.

October 2022

All users (except CED and EverBright, LLC users) no longer have the Financing Admin permission

Users can now be added back to the Financing Admin team to gain access to payments reporting.

If there are any orgs that want a full reset, we have that data to be able to reset them to where they were. Create an app task ticket and assign it to Zach

We will be receiving requests to add back a Finance Admin, we need to go into the platform and add them back. Requests need to come from an Org Admin or Account manager:

How do I manage users and set permissions?

Notifications sent out to homeowners regarding adders

Two letters will be sent Wednesday 10/19/2022 to homeowners regarding adders. We don’t anticipate any significant ticket volume from this, however, please review the following:

1. Around 400 customers had adders included in their project.  The letter provides some information regarding “additional items” included as part of the project to ensure they’re aware of the full scope. 

   1. The letter is purely informational; no action is necessary

   2. If any support tickets come in, send a slack message to Herve' or A-L for guidance

2. Two customers received a cash benefit, as reported by the installer, and we will be crediting their accounts with the amounts noted in the letters.  In other words, their loan amount will be reduced by the cash adder amount plus finance charges.

Sample letter from item 1 above:

Should the homeowner reach out regarding this letter, please advise:

The wording in the Cash Price listed in the “Itemization of the Amount Financed” table required updating and was intended to be inclusive of any and all items that may have been part of the work/services provided by the installer. The previous wording did not include “additional items” and this was the only change made for informational purposes.

Thanks,

(Your Name)

CED - Direct Pay Milestones

How to handle greyed out send for approval button for M1-A if all tasks have been completed

/wiki/spaces/SS/pages/2604892180

How to handle invoices that are not being automatically uploaded in M1-B

/wiki/spaces/SS/pages/2594570266

Milestone Extension Request Toggle Available on Platform

As of 10/11/2022 we added a ‘Milestone Extension Request’ toggle to the platform. At this time, this option will only be available to new projects created after 10/11/2022 (DEV is working on updating existing workflows to include the toggle and we will update the team once complete). Please review the updated SOP:

/wiki/spaces/SS/pages/2506227713

External Automated Replies in Jira Tickets

Do not reply to customers again (external notifications) after automated responses are sent. Simply close the ticket once the automated response goes out. This applies for all automated responses indicating that the task has been completed:

Internal EB requests from the Finance department

Here’s how to handle these tickets:

/wiki/spaces/SS/pages/2598273188

September 2022

Removal of UCC lien prior to refinancing

Requests that come in regarding removal of UCC lien (subordination) should be handled as follows:

Refinance - Request for removal of the UCC lien

Updates to PTO tickets

Tickets will be transferred to the EBH project (if not already there) and get a “PTO/M3 Delay” Label according to SOP:

Homeowner Communication- PTO related billing inquiries

Upgrades/Downgrades to Legacy subscriptions

If a legacy subscription payer wants to upgrade or downgrade their subscription, direct them to Mercedes Davis (Unlicensed) (send her an email) to discuss EverBright. Note: We will not change their subscription level; they can apply for EverBright or remain at their current subscription level.

/wiki/spaces/SS/pages/2503213152

Updates to SOP’s for customer account deactivations, payment updates, and downgrades/upgrades

Please review the following SOP’s for updates regarding changes to customer accounts.

/wiki/spaces/SS/pages/81002497

/wiki/spaces/SS/pages/513867778

/wiki/spaces/SS/pages/2503213152

Update to tickets related to pricing

We will no longer be tagging Victoria Post on tickets related to pricing updates. Instead, include DL-EverBright-Pricing_Analytics@nexteraenergy.com in the ‘Request Participants’ field.

How to handle Pay-off Quote Approval Requests

Customer’s can request to pay off their solar agreement early. They will request a payoff quote from account services. Account Services will generate the quote and email a copy to support. Here’s how to handle these tickets:

Pay Outstanding Balance / Payoffs

Setting up PPA monitoring in Enphase

For all TPO projects, monitoring needs to be setup and Everbright should be added as the “owner” of the system following the instructions from the manufacturer. This will evolve over time, but please review the current SOP for directing installers on where to locate training documents related to setting up PPA monitoring.

/wiki/spaces/SS/pages/2584445057

Removal of Custom Adder Function

On September 27 the custom adder function will be removed in order to allow DEV to make updates to these features. Please review the following SOP on how to respond to questions regarding removal of custom adder function.

/wiki/spaces/SS/pages/2584150126

Installer Communication - Exceeded cost / Watt RIC restrictions

In late August, restrictions where updated within the EB Platform which prevent RIC transactions from being entered into the platform if they exceed an install cost of $5.50 / Watt for Solar or $9.00 / Watt for Solar + Storage.

Important to note that the cap is on install cost, not amount financed.

/wiki/spaces/SS/pages/2572648550

Adders in Cost Build Up

1. Installers should no longer to use cost build up to calculate commissions as part of cost build up

2. Installers should no longer use "custom" as an adder option. These jobs will be put on pause and potentially rejected.

August 2022

Customer Notification Settings

In Sept 2022, EverBright launched “default” notifications for active users of EverBright approved orgs. These new default settings are meant to keep users informed on changes to project status and tasks. 

/wiki/spaces/SS/pages/2572550226

August 15th Pricing Change FAQ’s

The document below includes FAQs related to the price change that occurred on 8/15.  This document is for sales and support to have “in their back pocket” to the extent questions continue to arise about the price change. 

Ticket Assistance From Rick

Rick is available every day from 12pm-1230pm and 5pm-530pm EST to answer ticket questions at this Teams link: https://aka.ms/JoinTeamsMeeting

Financing Products - Updated to include 30% ITC

• The platform’s default incentive for the ITC has been updated to 30%

• EverBright’s RIC (EverOwn products) have been updated to the 30% to include the increased buy down amount and lower monthly payments

• Important note:  If installers are using configured financing, those products likely have the old ITC included for the buy down / monthly payments, unless we’ve been given new rate sheet with payment factors. If in doubt, have them submit a financing ticket.

Fraud Prevention - blocking invalid email addresses

Here's an SOP on the new fraud prevention measures launched in the platform - related email addresses.  We expect a few tickets on the error related to using an email that exists elsewhere in our system.  The error code is non-specific so as not to coach people with ill intent - but you all should understand why the error is happening (because it's an email of an active user... or of a homeowner whose email is used elsewhere in our system).  Here's the SOP: https://sighten.atlassian.net/wiki/spaces/SS/pages/2560557335/Fraud+Prevention+-+blocking+certain+email+addresses

Also added this information to related SOPs (errors and blocked contracts SOP, and updating contact information SOP).

Scripting For Removing Non-EverBright Products

Please use the following script if an installer inquires about why non-EverBright products are being removed from the platform.

Dear (Customer Name),

Removing non-EverBright products from the platform allows us to focus on improving your experience. Specifically, our current focus is on expanding EverBright product offerings, along with the continuous improvement of the EverBright software platform, to best serve the needs of installers and homeowners. We look forward to continuing to provide you with highly competitive financing options, a best-in-class design  and proposal tool, and world-class service.

(Your name)

Unsupported GoodLeap Products

We cannot support two new GoodLeap products. They are called No-no and FastPay. They have a structure that is atypical for what we normally use and we tried to make it work, but ended up with some unusual results that our customers would likely not be happy with and would likely take dev to correct.

 Given our priorities of moving off of configured financing and having more EverBright sold on the platform, we will not be able to support requests for the new GoodLeap products at this time. I wanted to let you all know since you have a lot contact with installers and may hear this mentioned. We will be closing any open CS tickets requesting these products.

Response to customer inquiries

We have chosen not to support the (GoodLeap FastPay/ No-no) product. The structure is atypical for what we use. We tried to make it work, but ended up with unusual results that do not adhere to EverBright protocols.