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.
The types of inquiries we handle include, but are not limited to:
Accessing their system monitoring platform
Viewing their system monitoring data
Requesting maintenance
Reporting system damages
Addressing system outages
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WE DO NOT PROVIDE PANEL CLEANING AS PART OF OUR MAINTENANCE SERVICES |
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Step | Action/Event | |
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IF M3 Not Approved: |
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IF M3 Approved: |
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| “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”
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What is the Concern About:
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For Personal Property Damage Claims refer to the following article (Click Here) |
System Production/Monitoring Issues
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Step
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Action
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1
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Identify if the problem with the monitoring information or system production information is coming from the “MyEverbright” Portal or the “Manufacturer” Site
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If it is with “MyEverbright”:
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Go to Step 2
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If it is with the Manufacturer Site:
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Go to Step 3
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2
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Access (MyEverbright.com)
Log In by using your Email Address & Password
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Look up for the customer by typing the Homeowner’s Name in the Search Box
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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 |
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Click on “Impersonate”
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This will allow you to view the system from the customer’s perspective. |
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Now you can see if the system is running correctly and communicating production to us
Ask the customer to please log into their MyEverbright Portal and once in there follow the next steps:
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Click on “System”
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Once in there the customer will be able to visualize the following:
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They can also check for:
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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)
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They can filter By Date and Set the view based on Day/Week/Month/Year |
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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 still 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 following Talking points:
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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 notice savings in the coming months.
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If the customer still have concerns about System Production/Monitoring
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Go to Step 3
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3
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If the Concern is within the Manufacturer Site, Then:
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Check for the type of inverter the customer has
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Log into Engine
Navigate to “Project” Phase
Ensure the Correct project is selected
(If multiple contracts appear, select the one with the latest date signed)
Locate the array and then look for the Inverter section . This will show up the Manufacturer Name
Provide the Manufacturer’s Contact information to the customer and Warm transfer to the appropriate company if available
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Enphase:
Additional questions that may be asked by Enphase: 1.Who is the host? (EverBright) 2.Homeowner Name 3.Homeowner Email Address |
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SolarEdge
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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.
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Process:
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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 | |||
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2 | If the Job is RIC: |
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If the Job Is PPA: | IF PPA:
NOTE:
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3 | Enter Disposition Notes and Stop | |||
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