How to Identify if the issue is a PTO related issue
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How to Handle - If the PTO related concern comes in via a ticket in the EBH or SS quequeue
Assign the ticket to either Daniel Jean-Louis or Nehemiah Franco (depending on who’s online - see below schedule) and tag them in an internal comment and let them know you are assigning the ticket to them.
Daniel Jean-Louis: Tue/Wed/Thur/Fri/Sat from 3:00pm-8:00pm EST.
Nehemiah Franco: Sun/Mon/Tue/Wed/Thur from 9:00am-5:00pm EST.
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Gather the homeowners information (name, address, and installer) and pull up the job in engine.
Ask the homeowner if the system has been inspected yet.
Take note of any other pertinent details provided by the homeowner such as:
They have been trying to contact their installer and can’t get in touch with them
The inspection hasn’t been scheduled or is pending
They failed inspection from a municipality and need have changes to the system
The installer has not submitted the request for PTO with the utility
Check to see when M2 was approved in engine. Identify if the M2 approval date is less than 60 days from the current date or more than 60 days from the current date.
If less than 60 days, inform the customer that they will not be billed until 60 days after their installation date (installation date = M2 approval date). Let the customer know we will be reaching out to their installer to instruct them to provide an update on the current status of their PTO letter acquisition from the utility.
Example Response: "I see your system was fully installed in [month of install]. Your first payment will not be due until 60 days after [month of install]."
If more than 60 days, inform the customer that unfortunately we cannot halt the billing process but we will reach out their installer on their behalf to see if there is a way to expedite the process.
Example Response: "I see your system is currently awaiting the permission to operate (or PTO) letter from the utility. This letter is required in order to activate your system without incurring fines from your utility. Your installer, [insert installer name here], is responsible for submitting the PTO letter application with your utility. I will reach out to them on your behalf and instruct them to contact you with an update on the current status of the PTO letter acquisition and the next steps for your project."
Example response if a homeowner is still requesting information about double billing:“We will escalate this issue directly to your installer and request they take the necessary steps to expedite the process, so that we can get this resolved as soon as possible.”
Create a ticket in Jira.
Create a ticket via the “Create” button.
Use “PTO Support (PTO)” as the project option in the ticket creation menu.
Use the format listed below for the title of the ticket:
“Homeowner Concern Received - [Insert Homeowner Name] - [Insert Installer Name]”
Create the ticket.
In an internal comment, state the homeowners name, address, installer name, and provide the URL link to the job in engine.
Assign the ticket to either Daniel Jean-Louis or Nehemiah Franco (depending on who’s online - see below schedule) and tag them in an internal comment and let them know you are assigning the ticket to them.
Daniel Jean-Louis: Tue/Wed/Thur/Fri/Sat from 3:00pm-8:00pm EST.
Nehemiah Franco: Sun/Mon/Tue/Wed/Thur from 9:00am-5:00pm EST.
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