Page Comparison

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• Check to see 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.”

How to handle tickets

All Tickets - formatting

• Transfer all PTO related tickets to PTO Support (PTO) project using this /wiki/spaces/SS/pages/2445672890

• Update the title of all Homeowner and Installercorrespondence tickets using the following naming convention:

  • Homeowner Concern Received - Customer First and Last name - Organization

• Search for existing open tickets and link all new tickets to the original Homeowner ticketUpdate the title of all Installer correspondence tickets using the following naming convention:

  • Homeowner Concern - Organization - Customer First and Last name

Tickets from Omnidian or Account Servicing

• Tickets from Omnidian will come in from an email address that contains @omnidian.com:

  

• Tickets coming from Account servicing will look like this:

  

• For these types of tickets, update the title of the tickets using the following naming convention:

  • Omnidian (or Account Servicing) Ticket > Description of request

• Change the reporter to Omnidian or Account Servicing depending on which entity the ticket came from

• Update the ticket Organization

• Request Type - PTO/M3 Delay

• “Reply to customer” with the following canned message:

Hello,

Thank you for providing this information to EverBright support. We will contact the homeowner to coordinate communications between them and their installer to address their concerns.

We will close this ticket now. Thank you and have a wonderful day.

• Link the ticket to the corresponding homeowner ticket using relates to from the dropdown list

  

• Close the ticket

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1.) Respond to the Homeowner as follows:

"We’re following up regarding your inquiry about your first payment due date.

We do provide a 60-day period from the date your system was installed (our records show this date as x/x/xx) that provides your installer time to acquire the PTO letter and activate your system before your first payment.

Top Electric is aware of a delay with the utility in the Littleton area that may be causing a delay in the PTO letter acquisition. This may result in your first payment being due before the system is activated. I will instruct the installer in my communication with them to brief you on this delay as well.

Best Regards,"

If the org is Blue Hammer or Stronger:(may also be used if the system is fully installed, inspection complete and customer is only waiting on PTO from the utility)

1.) Reply to the Homeowner as follows:

Hi (customer name),  

Our records indicate that your solar system is installed and you’re awaiting permission to operate (PTO) from your utility. Your installer typically handles these activities; however, we know that this can often take some time and it can be frustrating to wait.     

If you’d like to get involved, here are some things you can do to expedite the process:   

1. Call your electric utility and let them know you’re inquiring about the status of your PTO application   

   1. Be sure to have your utility account number and other identifying information handy 

      1. They typically will only provide information to the account holder   

2. Here’s what they might tell you and what steps you could take next 

   1. We don’t have a PTO application on file for your address 

      1. You should call your installer immediately and ask them to submit the application 

   2. Your application is in progress 

      1. Ask for an approximation of how long before it’s approved 

   3. Your application is complete, and letter has been sent 

      1. Ask for a copy of the approval / PTO letter 

      2. Reply to us with a copy of your letter attached and we’ll add it to your account

Once all the work is complete and PTO is received, your system is ready for activation!

Please let us know if you have any questions,

Best Regards,

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1.) Reply to the Homeowner as follows:

Hi (customer name),  

We’re following up regarding your inquiry about your first payment due date, which happens to be prior to you receiving permission to operate (PTO) from your utility.

Our agreement with you indicates that first payment is due sixty (60) days after the “Start Date,” which is the date we approve installation of your system.

Sometimes PTO can take some time to coordinate with your utility.  We will reach out to your installer about your concern, and suggest they explore ways to expedite receipt of PTO from your utility.

Please do not hesitate to reach out to us should you require any further assistance.

Best Regards,

Installer Communications

• Navigate to the contract phase for the homeowner’s job in engine. Copy and paste the email for the “Contractor” and use this email for the reporter in the installer ticket.

  • IF THE INSTALLER IS SHIELD ENERGY / LA SOLAR / TOP ELECTRIC:

    • Use this email for the reporter: gi@shieldenergy.tech

• Once you have the email address - go into a Jira and create a “Linked ticket” from the homeowner’s ticket. Assign the ticket to Jessica Hauger.

  • Add the email address of the installer

  • Add the installer’s org name

  • Label- PTO

  • Request Type - TO/M3 Delay

  • “Reply to customer” with the canned message below.

"Hi (Installer name),

(Homeowner name) reached out to us about some questions on their financing agreement and asked when their system would receive PTO from the utility. We had advised her that she should discuss with you about the status of PTO. Would you please reach out to (Homeowner name) to give him/her an update?

Thanks

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• Add the email address of homeowner as the reporter

  • Add the org name

  • Label- PTO

  • Request Type - TO/M3 Delay

• ‘Reply to customer’ as follows:

Hello (customer name),  

Thank you for providing us additional information. We have updated this new information in your original ticket and will follow-up with your installer on your behalf. In order to streamline communication, we will be closing this ticket and replying in the original ticket with updates.

Best Regards,

• Link this ticket to the original homeowner ticket as ‘relates to’

• Close the ticket

• Navigate to the original Homeowner ticket and add an internal note to the original ticket with the updated information

• Navigate to the installer ticket and ‘reply to customer’ with the updated information from the homeowner

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