Page Comparison

STEP

ACTION

1

• Review the matrix below to determine the next steps.

IF:

CAUSE OF DAMAGE:

THEN:

Solar System

• Catastrophic Event (Fire, etc.)

• Natural Event (Tornado, Hurricane, etc.)

• Express deep condolences for the misfortune

• Attempt to gather as many details as possible regarding the state of their solar system:

1. Were some or all the system panels damaged?

2. Is the solar system operational/semi-operational/non-operational?

3. If available, photos of the damage.

4. Is the solar system insured? If so, collect insurance details.

5. Was a formal claim or report filed of the event with the homeowner’s insurer, fire department, or other public or government entities? If so, attempt to gather a copy of the report.

• Go to Step 2

2

• Review the matrix below on the next steps to take based on the customer’s product group type.

IF:

THEN:

RIC

• Upload supporting documents into the Related Files Tab on the Account

• If Fire related, mark account “Thermal Event” under Special Account Conditions.

• Stop

PPA

• Upload supporting documents into the Related Files Tab on the Account

• Create Case

  • Customer request type - O&M Escalations

• Create a Case Assignment O&M Team

  • Referral reason - Thermal Event

• If Fire related, mark account “Thermal Event” under Special Account Conditions.

• If referred by Installer, Billing (Launch), or Homeowner, then Refer the homeowner to Billing Service Department (Omnidian) for visibility.

• Stop