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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.

The types of inquiries we handle include, but are not limited to:

  • Accessing Setting up their system monitoring platform

  • Viewing their system monitoring data

  • Requesting maintenance or repairs

  • Reporting system damages

  • Addressing system outages

Note

WE DO NOT PROVIDE PANEL CLEANING AS PART OF OUR MAINTENANCE SERVICES

For Personal Property Damage Claims refer to the following article
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Info

If the homeowner is contacting us to insure their PPA system (Click Here)

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Table of Contents:

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Process:

Info

Before starting this process make sure that the Customer Authentication Policy Process has been completed

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For Personal Property Damage Claims refer to the following article (Click Here)

Note

WE DO NOT PROVIDE CLEANING AS PART OF OUR MAINTENANCE SERVICES

Step

Action/Event

1

  • Agent must determine if the job is M3 approved or not

IF M3 Not Approved:

IF M3 Approved:

2

  • Reply to the customer:

“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”

  • Provide the Installer’s Contact information

  • Enter Disposition Notes and Stop

What is the Concern About:

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For Personal Property Damage Claims refer to the following article (Click Here)

System Production/Monitoring Issues

Step

Action

1

  • Identify if the problem with the monitoring information or system production information is coming from the “MyEverbright” Portal or the “Manufacturer” Site

If it is with “MyEverbright”:

Go to Step 2

If it is with the Manufacturer Site:

Go to Step 3

2

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  • Look up for the customer by typing the Homeowner’s Name in the Search Box

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Once you type the name the screen will show up different results, so make sure to access the one with the correct contact information on record

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  • Click on “Impersonate”

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This will allow you to view the system from the customer’s perspective.

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Now you can see if the system is running correctly and communicating production to us

  • Ask the customer to please log into their MyEverbright Portal and once in there follow the next steps:

  • Click on “System”

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  • Once in there the customer will be able to visualize the following:

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  • Current Power

  • Today’s KWh

  • Current Month’s KWh

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  • They can also check for:

Info

  • Inverter Name/Type

  • Capacity

  • Their Battery Storage Capacity (If Applicable)

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  • If the customer would like to check for the monitoring information by Date they can set the filters accordingly (This will be useful to understand if the system has been producing properly and constantly)

Info

They can filter By Date and Set the view based on Day/Week/Month/Year

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  • Based on the information reflected here; the agent will evaluate if the system has been or is producing correctly or not

This might generate questions from the customer such as:

  • If the system is producing why are we still receiving high utility Bills

  • If system is producing why I am not noticing significant savings?

  • If my system is not producing correctly what should I do next?

  • If the customer still have concerns about System Production/Monitoring

  • Go to Step 3

3

If the Concern is within the Manufacturer Site, Then:

  • Check for the type of inverter the customer has

  • Log into Engine

  • Navigate to “Project” Phase

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  • Ensure the Correct project is selected

(If multiple contracts appear, select the one with the latest date signed)

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  • Locate the array and then look for the Inverter section . This will show up the Manufacturer Name

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  • Provide the Manufacturer’s Contact information to the customer and Warm transfer to the appropriate company if available

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Enphase:

Additional questions that may be asked by Enphase:

1.Who is the host? (EverBright)

2.Homeowner Name

3

.Homeowner Email Address
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SolarEdge

  • 1-510-498-3200

  • Hours of operation: 05:00am-05:00pm PST

  • Website: (Click Here)

  • Advise Enphase/SolarEdge that the customer is in need of assistance accessing their system monitoring.

  • Remain on the line until Enphase/SolarEdge states it is OK to release.

  • For PPAs, since EverBright is the owner of the system, Enphase/SolarEdge agent will ask if EverBright is authorizing the “customer” to obtain system monitoring information. EverBright agent will grant permission for the customer.

Maintenance/System Repairs/System Outage:

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For Personal Property Damage Claims refer to the following article (Click Here)

Note

WE DO NOT PROVIDE CLEANING AS PART OF OUR MAINTENANCE SERVICES

Step

1

Action

  • If the complaint is related to:

    • Cost Savings

    • High Utility Bills

    • The system seems to be working but they are not noticing savings

  • If the complaint is for:

    • Maintenance

    • System Repairs

    • System Outages

22

  • If the

Job

  • complaint is

RIC:

  • for:

    • Setting up their System Monitoring Platform

  • Refer the customer to their contract package for details about their manufacturer

4

Info

IF RIC:

  • Refer the customer to their contract package for details about their manufacturer and Installer waranties

If the Job Is PPA:

IF PPA:

and

      • And warm transfer to them

(If it is a phone call)
(If it is a Chat or Email)

      • only

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

3

5

Enter Disposition Notes and Stop

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How to handle complaints related with Omnidian Being Unresponsive:

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

1

  • Check if there is an Open Case related to this concern

Info

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

Info

IF NOT

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How to Handle System Re-Activation Requests after Non-payment Deactivation:

Step

Action

1

  • Check if there is an Open Case or Case Review related to this concern

Info

IF YES:

  • Verify if there is any new update and provide it to the homeowner

  • If there is NO Update then; check if it has been more than 48 hrs since the case was created or latest update

    • More than 48hrs:

      • Tag the Case owner in the Case feed asking for updates and to contact the customer back

    • Less than 48hrs:

      • Explain to the customer that there is an open case related and they will receive updates shortly

IF NOT:

2

  • Ask the customer when the payment was made

Payment made Less than 10 business days ago:

  • Please inform the Homeowner that it may take up to 10 Business days to reactivate

    • If Chat or Email: you can use the quick reply named as “Payment less 10 days”

      • Then; Stop

Payment made More than 10 Business days ago:

3

  • If Payment has been made more than 10 business days ago but the system still deactivated:

    • Warm transfer to Account Servicing

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PPA Insurance Appraisal

A customer may reach out regarding an appraisal or replacement value for insuring their PPA system. While they are not required to do so, they are free to request it.

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For these types of insurance appraisal requests for PPA accounts, please direct the customer to the 6th-year buyout amount specified in their contract.

  • This amount is the most relevant value for insurance purposes as it represents the system’s fair market value (FMV) and can be used as an estimate of the replacement value for insurance.

Script:

Thank you for reaching out! For insurance purposes, you can refer to the 6th-year buyout amount in your PPA contract as the appraisal or replacement value. If you have any further questions or need help locating the contract details, please let us know. We’re here to assist you!"

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https://goeverbright.atlassian.net/wiki/x/BgDiuQ

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