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1. Check to see if the org has PV Watts turned on.

2. If they do, you can send them the following chat or email:

   1. Chat: The PVWatts API is currently down, causing your issues. As a workaround, we can switch your account to use the Sighten production methodology until PVWatts service is fixed. Please note this will impact all users in your account.

   2. Email: Hi [Name],
      The PVWatts API is currently down, causing your issues saving projects. As a workaround, we can switch your account to use the Sighten custom production methodology until PVWatts service is fixed. Please note this will impact all users in your account.
      I am so sorry about the inconvenience. Please let us know if we can make this switch for you and otherwise we will let you know as soon as the issue is fixed.
      Regards,
      [your name]

3. If they want more information about Sighten’s production methodology you can send them: How is solar production calculated in Sighten?

4. If the customer says you should switch them, first make the switch and the then let the customer know they should be unblocked.

5. Then, log what you did in this spreadsheet: https://docs.google.com/spreadsheets/d/1_BKiz9XWi8i1Oi5n8Uaf3ogaatVL0l2QaSZD5JD7xbs/edit#gid=545030185

6. Next link the SS ticket to the BT ticket

   1. if it was a chat, please send the transcript to Jira, create the SS ticket and then link it to the BT ticket.

7. What if the customer is saying they’re still blocked?

   1. It might be an issue with invalidation, this should be your first guess if they say the phases are spinning How do I make the quote and usage phases stop spinning?

   2. Or if they are trying to recalculate on an existing project, then it is going to keep trying with the same calc method. So please instruct them that the best way to get unstuck is to start a new project from scratch.

8. Follow up with the customer and let them know that we will notify them when they have been switched back. You can use the following email template:

   1. Hi [Name],

      PV Watts has been temporarily disabled for your organization. We will let you know when it is back up and running and you are switched back. Please let us know if you’re still experiencing issues. We truly apologize for the inconvenience.

      Best,
      [Your Name]

9. When PV Watts is working again:

   1. Switch customers back to PV Watts

      1. Follow up with customers that were switched off with the following email:

         1. Hi [Name],
            Good morning. I wanted to let you know that the PV Watts issue has been resolved, and we have switched your organization back to using this methodology. Please let us know if you have any questions or need any additional assistance. We apologize for the inconvenience this may have caused.

            Have a great day!

            Best,

            [Your Name]

   2. For customers that were impacted but did not switch, follow up with the following email:

      1. Hi [Name],
         Good morning. I wanted to let you know that the PV Watts API is back up and running. Please let us know if you have any questions or need any additional assistance. We apologize for the inconvenience this may have caused.

         Have a great day!

         Best,

         [Your Name]

   3. Mark that you have followed up in this spreadsheet: https://docs.google.com/spreadsheets/d/1_BKiz9XWi8i1Oi5n8Uaf3ogaatVL0l2QaSZD5JD7xbs/edit#gid=0

      
      

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