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Background: A contract holder, homeowner, or an authorized person representative acting on behalf of the contract holder may contact support through a phone callreach out to our support team via phone, chat, or email that may require for assistance with their system productionoperations. The customer may be inquiring on but

The types of inquiries we handle include, but are not limited to:

...

  • Accessing their system monitoring platform

...

  • Viewing their system monitoring data

...

  • Requesting maintenance or repairs (

...

  • Operations and Maintenance)

  • Reporting system damages (

...

System outage

Process Overview

...

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:

...

  • Operations and Maintenance)

  • Addressing system outages

Our goal is to provide clear, professional support for any issues related to system functionality and upkeep.

Table of Contents:

  • Process:

  • What is the request About?

  • Frequent Utility Bill Related Questions

Process

Note

Before starting this process make sure that the Customer Authentication Policy Process has been completed

Step

Action/Event

1

  • Agent must determine if the job is M3 approved or not

IF M3 Not Approved:

  • Go to Step 2

IF M3 Approved:

  • Go to “What is the Concern About”

2

  • Reply to the customer:

“Based on the current status of your job in our system, the final milestone

hasn’t

has not yet 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 /

    currently unavailable. For further assistance, please contact your installer directly”

    • Provide the Installer’s Contact information

    • Enter Disposition Notes and Stop

    What is the Concern About:

    • System Production/Monitoring Issues

    • Maintenance/Repairs/Damages/System Outage

    System Production/Monitoring Issues

    Step

    Action

    1

    • Identify if the issue is from the “MyEverbright” Portal or the “Manufacturer” Site

    If it is with “MyEverbright”:

    Go to Step 2

    If it is with the Manufacturer Site:

    Go to Step 3

    2

    image-20240906-184507.pngImage Added

    • Look up for the customer by typing the Homeowner’s Name in the Search Box

    Info

    Once you type the name the screen will show up different results, so make sure to access the one with the correct contact information on record

    		image-20240906-184729.pngImage Addedimage-20240906-185220.pngImage Added

    • Click on “Impersonate”

    Info

    This will allow you to view the system from the customer’s perspective.

    image-20240906-185507.pngImage Added

    Now you can ask the customer to please log into their MyEverbright Portal and once in there follow the next steps:

    • Click on “System”

    		image-20240906-185830.pngImage Added

    • Once in there the customer will be able to visualize the following:

    Info

    • Current Power

    • Today’s KWh

    • Current Month’s KWh

    image-20240906-190309.pngImage Added

    • They can also check for:

    Info

    • Inverter Name/Type

    • Capacity

    • Their Battery Storage Capacity (If Applicable)

    image-20240906-190717.pngImage Added

    • If the customer would like to check for the monitoring information by Date they can set the filters accordingly (This will be useful to understand if the system has been producing properly and constantly)

    Info

    They can filter By Date and Set the view based on Day/Week/Month/Year

    image-20240906-190945.pngImage Added

    • Based on the information reflected here; the agent will evaluate if the system has been or is producing correctly or not

    This might generate questions from the customer such as:

    • If the system is producing why are we will receiving high utility Bills

    • If system is producing why I am not noticing significant savings?

    • If my system is not producing correctly what should I do next?

    • To properly answer these questions you can check the “Frequent Utility Bill Related Questions”

    • If the customer still have concerns about System Production/Monitoring

    • Go to Step 3

    3

    If the Concern is within the Manufacturer Site, Then:

    • Check for the type of inverter the customer has

    • Log into Engine

    • Navigate to “Project” Phase

      image-20240528-220246.pngImage Added

    • Ensure the Correct project is selected

    (If multiple contracts appear, select the one with the latest date signed)

    image-20240528-220524.pngImage Added

    • Locate the array and then look for the Inverter section . This will show up the Manufacturer Name

      image-20240906-194142.pngImage Added

    • Provide the Manufacturer’s Contact information to the customer and Warm transfer to the appropriate company if available

    Panel
    panelIconIdatlassian-info
    panelIcon:info:
    bgColor#B3F5FF

    Enphase:

    Additional questions that may be asked: 1.Who is the host? (EverBright)

    2.Homeowner Name

    3.Homeowner Email Address

    Panel
    panelIconIdatlassian-info
    panelIcon:info:
    bgColor#B3D4FF

    SolarEdge

    • 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

    How to verify type of Inverter in Engine

    Step

    Action

    1

    2

    • Navigate to ‘Project’ phase

    Expand
    titleMore Info / Screenshot
    image-20240528-220246.pngImage Removed

    • Ensure the correct project is selected (If multiple contracts appear, select the one with the latest date signed)

    Expand
    titleMore Info / Screenshot
    image-20240528-220524.pngImage Removed

    • Scroll down to the section ‘Inverter’ to ‘Manufacturer’

    Expand
    titleMore Info / Screenshot
    image-20240528-220943.pngImage Removed

    • .

    Frequent Utility Bill Related Questions:

    If the system is producing why are we will receiving high utility Bills?

    “After reviewing your contract and system monitoring data, we confirm that your system is producing as expected. However, if you are still receiving high utility bills, we recommend contacting your utility company to verify if your energy consumption exceeds the amount your system is designed to produce.

    While we can monitor the energy production of your system, we do not have visibility into your daily energy consumption. Therefore, it’s important to review your energy usage with your utility provider to better understand any discrepancies in your bills.

    If you need further assistance or have any other questions, please feel free to reach out to us”

    If system is producing why I am not noticing significant savings?

    “Thank you for reaching out. After reviewing your contract and system performance, we can confirm that your system is functioning as expected. If you’re not yet seeing significant savings compared to your previous utility bills, it may be a bit early to fully evaluate your savings.

    We typically recommend waiting at least 12 months before conducting a thorough savings analysis. This timeframe accounts for seasonal variations, changes in climate, and fluctuations in energy usage throughout the year. This approach provides a more accurate comparison based on a full year's worth of data from your utility company.

    However, this does not mean that you won’t see savings before that period. If your energy consumption is lower than the energy your system produces, you should begin to notice savings in the coming months. Many utilities also offer energy dashboards that can help you monitor your actual usage and related costs.

    If you have any additional questions or need further assistance, please feel free to contact us. We’re here to support you and ensure you get the most from your solar system.”

    If my system is not producing correctly what should I do next?

    • For PPA Contracts:

    “After reviewing your contract and system monitoring data, we have identified that your system is currently producing less energy than expected.

    We will connect you with our third-party maintenance team, Omnidian. They will conduct a thorough review of your system to determine if there are any underlying issues affecting its performance.

    Our goal is to ensure that your system operates efficiently and meets your expectations. If you need further assistance or have any other questions, please don’t hesitate to get in touch with us.”

    • For RIC Contracts:

    “After reviewing your contract and system monitoring data, we have identified that your system is currently producing less energy than expected.

    Please contact your installer or the manufacturer of your inverter to discuss the underproduction issue.

    Our goal is to ensure that your system operates efficiently and meets your expectations. If you need further assistance or have any other questions, please don’t hesitate to get in touch with us.”

    • For Concert/Beam Contracts:

    “After reviewing your contract and system monitoring data, we have identified that your system is currently producing less energy than expected.

    We recommend reaching out to your installer or the manufacturer of your inverter to address any potential system issues.

    Our goal is to ensure that your system operates efficiently and meets your expectations. If you need further assistance or have any other questions, please don’t hesitate to get in touch with us.”

    Info

    If they don't know their installer we will need to make a case and speak with risk@greentechrenewables.com so the installer can reach out to the homeowner

    System Production/Monitoring Issues

    Step

    Action

    1

    • If the customer is NOT located in California

    Go to Step 2

    • If the Customer is Located in California but they are NOT complaining about the Battery Status

    Go to Step 2

    • If the Customer Is Located in California and is complaining about the Battery Status

    • Verify if the customer is part of the VPP Program and may be experiencing an event (Click Here)

    2

    If the Job is RIC:

    Info

    • Advise customer to refer the contract

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

    If the Job Is PPA:

    • Review M3 approval Date

    Less than 30 days:

    • Refer the customer to their installer

    • If the customer is stating that the installer has been unresponsive follow the Unresponsive Installer SOP

    Up to 30 days:

    • Provide Omnidian’s Contact information and Warm Transfer to Omnidian (If it is a phone call)

    • Provide Omnidian’s Contact information (If it is a Chat or Email

    3

    Enter Disposition Notes and Stop

    Related Article

    https://goeverbright.atlassian.net/wiki/x/BgDiuQ