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 PPA: 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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We could receive complaints coming from Homeowners stating that they have an existing escalation or work in progress with our Service Department (Omnidian) but they havent heard any new update from them since long time ago, so Support should follow the next step:
Step | Action |
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1 | | | 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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How to Handle System Re-Activation Requests after Non-payment Deactivation:
Background: To provide a clear step-by-step guide for handling system reactivations after non-payment, ensuring proper communication between Revenue Protection, O&M (Operations and Maintenance), and the Homeowner (HO).
Scenario: The homeowner resolves the issue by making the payment and requests reactivation.
STEP | ACTION |
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1 | | |
2 | Create a Case in the Salesforce with the following details: Primary Reason: Billing/Payments/Collections Secondary Reason: Other Case Description: Reactivation Request
Include the homeowner’s name, address, contract ID, and proof/confirmation of payment.
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If payment was made less than 10 days ago, please inform the homeowner that it may take up to 10 days to reactivate. STOP |
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If the payment was made more than 10 days ago, move to Step 3 and send an initial reply. |
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| title | Initial response sample: |
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| Thank you for reaching out to us regarding your request to reactivate your solar system. We sincerely appreciate your payment and are here to assist you with the next steps. As part of the reactivation process, we need to confirm that your payment has been successfully processed. Our team conducts this verification, and it may take up to 10 business days to complete. Once the payment has been verified, we will coordinate with our Operations and Maintenance (O&M) team to schedule the reactivation of your solar system. We will keep you informed throughout the process and provide updates as soon as your system is ready to be reactivated. Thank you for your patience and understanding. Should you have any further questions or require assistance, please don’t hesitate to reach out. Best regards, |
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3 | Elevate the case to Tier 2 agents to: | |
4 | Once Tier 2 agents confirm the payment and approve reactivation, escalate the case to O&M | |
5 | Notify the Homeowner STOP | | Expand |
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| title | Confirming Solar System Reactivated |
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| We’re pleased to inform you that your payment has been successfully processed, and your solar system has now been reactivated. Thank you for addressing this matter promptly. Your system is fully operational and ready to continue generating clean, renewable energy for your home. If you experience any issues or have further questions, please don’t hesitate to reach out to us. Thank you for your continued trust in EverBright. We’re here to support you whenever you need assistance. Best regards, |
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