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.

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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/

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• For customers with the below requests, please reply with this email

• 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.

Customer Requests After 11/2/20

• 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

• 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 hereTag 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.