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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Document Testing
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Changes to the Support Process
Starting on 11/2/2020, Sighten will require all configuration requests outlined below to come from a form. Below outlines the process for to handle requests that come directly from a customer email. These changes will apply to the following requests:
Document Changes
Configured Financing Changes
Operations changes
Adding Channel partners
Equipment Requests (adding modules or inverters to our database)
Incentive changes
The only account exempt from this is Swell.
Customer Requests Starting 11/2/20
Tag the account manager and add them as a watcher. Let them know we need a form from the customer.
Slack the account manager as well with a link to the ticket and let them know a form is a required.
For customers with the aforementioned requests, please reply with the Nov. 2 email.
Place ticket in “Waiting for Typeform.” This was previously a ticket reserved for Onboardings; however, we will use this status so we can more easily keep track of these requests.
Once the form comes in, we should link the ticket with the form request
Respond with this email
Close the customer direct request as a duplicate.