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Create an EBH ticket and link to the homeowner ticket.
E-mail the installer to advise of the homeowners' concerns and advise the installer to contact the homeowner by phone (include phone number and best time to reach the homeowner)
After 2 business days and support has attempted to contact the installer twice without success, reach out to the homeowner to see if the installer has contacted them.
If the installer made contact and the homeowner is satisfied, thank the homeowner and close both tickets.
If the homeowner has not heard from the installer in 2 days, tag the account manager in an internal comment in the ticket and escalate the issue per this SOP.
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