Background: A contract holder, homeowner, or an authorized representative acting on behalf of the contract holder may reach out to our support team via phone, chat, or email for assistance with their system operations.
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For Personal Property Damage Claims refer to the following article (Click Here) |
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WE DO NOT PROVIDE CLEANING AS PART OF OUR MAINTENANCE SERVICES |
Step | Action/Event |
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1 | |
IF M3 Not Approved: | |
IF M3 Approved: | |
2 | | “Based on the current status of your job in our system, the final milestone has not yet been completed, and system production monitoring is currently unavailable. For further assistance, please contact your installer directly” |
3 | | |
If the complaint is for: Maintenance System Repairs System Outages
| Go to Step 4 |
4 | If the Job is RIC: | | If the Job Is PPA: |
IF PPA: Refer the customer with our Service Department (Omnidian) Provide our Service Department’s information and warm transfer to them (If it is a phone call) Provide our Service Departments Information (If it is a Chat or Email)
NOTE: Omnidian will facilitate communication between the homeowner and the installer. If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process) create a SalesForce case with the O&M team to troubleshoot further
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5 | Enter Disposition Notes and Stop |
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Step | Action |
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| | | Info |
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IF YES verify if there is any new update and provide it to the homeowner If there is NO Update then; check if its been more than 48 hrs since the case was created or latest update Follow the O&M Escalation Process
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