Titan is Sighten's largest partner and receives top-level service. When we receive a request from Titan, please handle it as outlined below.
Support Tickets
Please note the following people are authorized to make changes for Titan and their partners. If a request has been made by someone not on the list, please add the people on the list and make sure we receive confirmation that we can proceed with the changes:
If you are having trouble getting a response, tag Joe Kelly (Unlicensed) & Kira Gaza on the Titan Slack channel
CS Tickets
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When completing company specific requests there are a few items we need to check before moving forward sending the request to configuration. The below does not pertain to industry wide data changes such as adding modules and inverters to the database or updating incentives, as this affects the whole platform and we verify the request data.
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Permissions of Reporter
To proceed with a request, the requester must be an organization admin for the account. If this request is from a channel partner, you need to get the permission from the organization admin of the channel manager organization.
You can check the permissions level of the reporter several ways. You can login to the organization and see the user is on a team that has access to settings and is a manager. For most organizations this means, they will be managers on the Organization Team; however, since teams can be customized it is good to check all teams to confirm that they have settings enabled.
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You can query the teams and manager status using either query here.
To confirm if the user is a channel partner and not the parent org, you can use this query. You can see the org type. If the org type is not Installer or Channel Manager, than the channel manager’s permission will be required.
If you need to reach out for the correct permissions, please use this email template.
Subscription Level
Further, not all subscription tiers are eligible for all the same configurations:
Basics receive cash and integrated financing
Premiums receive:
cash
configured financing
integrated financing
1 customer document template
Pros receive:
cash
configured financing
integrated financing
20 customer document template
20 channel partner organizations
You can see which subscriptions an organization has by logging into QuickSight and looking at the Support SalesForce dashboard
Additionally, some orgs pay for an upgrades. Like a basic may pay to have a custom template and pay an additional $50/month. You can see those by logging into Invoiced and looking at their subscription details. See example below:
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In the case that they do not have the subscription level required for the request, please respond with:
Hi [Name],
To follow up on your request. We are unable to process your request since your account is at the Basic level. For you to have [insert details of request], you can reach out to your account manager, [Account Manager name], if you are interested in upgrading your account. Here is your account manager calendar link: <account manager link>
Thanks,
[Your name]
If there’s no response within 3 business days, then you can close the request as won’t do.
Document Testing
This should not prevent a request from going forward, but we should make sure to ask whether or a not a customer would like to test the document on onboard before sending the request to configuration. See email template here.
When the document is ready for testing, you can send them a notification. You can use the email template here.