A homeowner may call in to report a system outage or low productivity from their solar system.
Agent: “Hello, thank you for calling EverBright, how may I assist you today?”
Homeowner reports that their there is a problem with their system productivity or panels:
Agent: “Certainly, I can assist you with your issue. Can you please provide your full name, address where the system is installed, and a brief description of your issue?”
Homeowner provides all necessary information so agent can locate Locate the project and navigate to the contact phase where they can obtain the financial Operations phase to determine which EverBright product the customer has.
...
Agent: “Thank you for providing this information. Based on the record we haveour records, you have selected our “ Type of Product” Product (RIC or PPA) financial product, correct?”
If the product is the EverBright EverOwn (RIC):
“Sorry about your system issues, you can check “For system maintenance or production issues, please refer to your contract package for details about your manufacturer and installer warranties.
You can monitor your system via your inverter manufacturer’s website.
Enphase Enphase – Micro-inverters https://enphase.com/
SolarEdge – Central inverters https://www.solaredge.com/”
If the product is the EverBright EverFixed/ EverFlex/ EverEasy
“I will go ahead and forward your information to our maintenance department and someone will contact you as soon as possible.
If you prefer, you can call our support line directly through 877-425-5201, select option (2), or leave a voicemail to connect with our maintenance department, and schedule an exploratory visit. You can also send an email to homeownersupport@goeverbright.com to open a ticket, or fill out our service form at https://www.omnidian.com/contact/ and our maintenance department will contact you as soon as possible(PPA)
For questions regarding setting up system monitoring or training on using the system monitoring portal, refer the customer to their installer.
Once M3 is approved, Omnidian will perform performance verification testing (PVT) to confirm that the system is meeting production requirements. If the system does not pass PVT, Omnidian will work with the installer to address the issue.
All PPA maintenance, system, roof, or craftsmanship issues should be transferred to Omnidian to investigate.
“I will go ahead and transfer you to our maintenance department. Here’s their number for future reference 866-568-0068.
Thank you for calling EverBright, have a great day!”
The Support agent will create a ticket in the Homeowner Project and send a correspondence to support@omnidian.com with the following information:
Homeowner’s full name
Address Solar System is installed
Contact Email
Contact Phone
Brief description of issue
Select “Create” to start a new ticket
...
2. Input the “Request Type”, “Summary”, “Priority”, “Assignee”,
...
3. Enter EverBright Labels EB and Omnidian and update the Support Channel with Email and phone.
...
4. Enter the email address support@omnidian.com as the new reporter and reply to customer with the following:
Hello,
We have been contacted by homeowner [Homeowner’s Name] reporting issues with their system.
Please see details below:
Homeowner’s full name
Address Solar System is installed
Contact Email
Contact Phone
Brief description of issue
Can you please reach out to the homeowner to address this issue and keep us informed as to when it is completed.
Best Regards,
[Agent’s Name]