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Jennifer Salazar (Unlicensed)

Jennifer Salazar (Unlicensed)

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Background: A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email that may require assistance with their system production. The customer may be inquiring on but not limited to:

...

Step

Action

1

  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.”

  1. 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

Info

If customer is located in California and mentions:

  • “Something is going on with my battery.”

  • “My battery is suddenly empty.”

use the following SOP to verify if customer is part of the VPP program and may be experiencing an event:

Related SOP: VPP: Virtual Power Plant CA Program

RIC / EverOwn / Concert/Beam

  • 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/ (Additional questions that may be asked: Who is the host (EverBright), homeowner name, and homeowner email address)

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

Info

  • Advise Enphase/SolarEdge that the customer is in need of assistance accessing their system monitoring.

  • Remain on the line until Enphase/SolarEdge states it is OK to release.

  • For PPAs, since EverBright is the owner of the system, Enphase/SolarEdge agent will ask if EverBright is authorizing the “customer” to obtain system monitoring information. EverBright agent will grant permission for the customer.

  • Proceed to Step 5

5

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