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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

  • Reporting system damages

  • Addressing system outages

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

3

  • 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

  • If the complaint is 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 PPA:

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

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:

Background: To provide a clear step-by-step guide for handling system reactivations after non-payment, ensuring proper communication between Revenue Protection, O&M (Operations and Maintenance), and the Homeowner (HO).

Scenario: The homeowner resolves the issue by making the payment and requests reactivation.

ACTION

We’re pleased to inform you that your payment has been successfully processed, and your solar system has now been reactivated. Thank you for addressing this matter promptly.

Your system is fully operational and ready to continue generating clean, renewable energy for your home. If you experience any issues or have further questions, please don’t hesitate to reach out to us.

Thank you for your continued trust in EverBright. We’re here to support you whenever you need assistance.

Best regards,

    • 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:

STEP

Step

Action

1

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

Info

IF YES:

Info
If payment was made less than 10 days ago, please inform the homeowner

  • verify 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

  • Proceed to Step 2

2

Create a Case in the Salesforce with the following details:

  • Primary Reason: Billing/Payments/Collections

  • Secondary Reason: Other

  • Case Description: Reactivation Request
    Include the homeowner’s name, address, contract ID, and proof/confirmation of payment.

    • 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

.

STOP

Info

If the payment was made more than 10 days ago, move to Step 3 and send an initial reply.

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titleInitial response sample:

Thank you for reaching out to us regarding your request to reactivate your solar system. We sincerely appreciate your payment and are here to assist you with the next steps.

As part of the reactivation process, we need to confirm that your payment has been successfully processed. Our team conducts this verification, and it may take up to 10 business days to complete.

Once the payment has been verified, we will coordinate with our Operations and Maintenance (O&M) team to schedule the reactivation of your solar system. We will keep you informed throughout the process and provide updates as soon as your system is ready to be reactivated.

Thank you for your patience and understanding. Should you have any further questions or require assistance, please don’t hesitate to reach out.

Best regards,

3

Elevate the case to Tier 2 agents to:

  • Verify that the payment has been received and processed.

4

Once Tier 2 agents confirm the payment and approve reactivation, escalate the case to O&M

  • Confirm the payment status and provide authorization for reactivation.

5

Notify the Homeowner

  • Inform the HO that their system has been successfully reactivated.

  • Close the case ticket

STOP

Expand
titleConfirming Solar System Reactivated

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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