Page Comparison

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:

• Provide the Installer’s Contact information

• Enter Disposition Notes and Stop

1

• Identify if the problem with the monitoring information or system production information is coming 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

• Access (MyEverbright.com)

• Log In by using your Email Address & Password

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

• Click on “Impersonate”

• Click on “System”

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

• They can also check for:

• 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)

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

• 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

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

• 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.

If the system is producing why are we still 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?

IF PPA

“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 Service Department. 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.”

IF RIC

“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.”

BEAM

“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.”

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

2

If the Job is RIC:

If the Job Is PPA:

3

Enter Disposition Notes and Stop

• Check if there is an Open Case related to this concern