Page Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

2

Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

• M3 has been approved

• Proceed to Step 3

• M3 has NOT been approved

1. Advise the customer the following:

“Based on the status of your job within our system, the final milestone hasn’t been completed and system production monitoring is not yet available. Please reach out to your installer for further assistance.”

2. Does the customer request the installer information?

   1. If yes, provide the information and proceed to Step 5

   2. If no, proceed to Step 5

3

IF CUSTOMER’S CONCERN IS REGARDING:

THEN:

• System production access

• System production monitoring

Proceed to Step 4 (same process for both PPAs and RICs)

• Maintenance

• Repairs

• Damages

• System outage

RIC / EverOwn

• Advise customer to refer to contract:

“For system maintenance or production issues, please refer to your contract package for details about your manufacturer and installer warranties.”

• Proceed to Step 5

PPA / EverFlex, EverFixed, EverEasy

• Review M3 approval date:

  • If less than 30 days, refer customer to their installer and proceed to Step 5

  • If 30 days or greater, WARM TRANSFER to Omnidian (if available) at 1-800-597-9127 Weekdays 7:00 am – 5:00 pm PST

• Proceed to Step 5

4

• Reference table for Inverter company: How to verify type of Inverter in Engine

• Provide the contact information to the customer and WARM TRANSFER to appropriate company, if available:

  • Enphase/Micro-inverters: 1-877-797-4743 / Hours of operation: 24 hours / Website: https://enphase.com/

  • SolarEdge/Central inverters: 1-510-498-3200 / Hours of operation: 05:00am-05:00pm PST / Website: https://www.solaredge.com/

• Proceed to Step 5

5

• Enter disposition notations and Stop.