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Background: A contract holder, homeowner, or an authorized person representative acting on behalf of the contract holder may contact support through a phone callreach out to our support team via phone, chat, or email that may require for assistance with their system productionoperations. The customer may be inquiring on but

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

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  • Setting up their system monitoring platform

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  • Viewing their system monitoring data

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  • Requesting maintenance

  • Reporting system damages

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System outage

Process Overview

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Step

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Action

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1

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  1. Name

  2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

  3. Property address

  4. Reason of call

2

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Using the following table, has M3 been approved? How to verify if M3 has been approved

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IF:

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THEN:

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  • M3 has been approved

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  • Proceed to Step 3

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  • M3 has NOT been approved

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  1. Advise the customer the following:

“Based on the status of your job within our system, the final milestone hasn’t been completed and system production monitoring is not yet available. Please reach out to your installer for further assistance.”

  1. Does the customer request the installer information?

    1. If yes, provide the information and proceed to Step 5

    2. If no, proceed to Step 5

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3

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IF CUSTOMER’S CONCERN IS REGARDING:

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THEN:

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  • System production access

  • System production monitoring

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Proceed to Step 4 (same process for both PPAs and RICs)

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  • Maintenance

  • Repairs

  • Damages

  • System outage

Info

If customer is located in California and mentions:

  • “Something is going on with my battery.”

  • “My battery is suddenly empty.”

use the following SOP to verify if customer is part of the VPP program and may be experiencing an event:

Related SOP: VPP: Virtual Power Plant CA Program

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RIC / EverOwn / Concert/Beam

  • Advise customer to refer to contract:

“For system maintenance or production issues, please refer to your contract package for details about your manufacturer and installer warranties.”

  • Proceed to Step 5

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PPA / EverFlex, EverFixed, EverEasy

  • Review M3 approval date:

    • If less than 30 days, refer customer to their installer and proceed to Step 5

    • If 30 days or greater, WARM TRANSFER to Omnidian (if available) at 1-800-597-9127 Weekdays 7:00 am – 5:00 pm PST

  • Proceed to Step 5

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4

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  • Reference table for Inverter company: How to verify type of Inverter in Engine

  • Provide the contact information to the customer and WARM TRANSFER to appropriate company, if available:

    • Enphase/Micro-inverters: 1-877-797-4743 / Hours of operation: 24 hours / Website: https://enphase.com/ (Additional questions that may be asked: Who is the host (EverBright), homeowner name, and homeowner email address)

    • SolarEdge/Central inverters: 1-510-498-3200 / Hours of operation: 05:00am-05:00pm PST / Website: https://www.solaredge.com/

Info

  • 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.

  • Proceed to Step 5

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5

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How to verify type of Inverter in Engine

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Step

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Action

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1

...

...

2

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  • 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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  • Scroll down to the section ‘Inverter’ to ‘Manufacturer’

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titleMore Info / Screenshot

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  • 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

  • IF RIC:

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

  • IF PPA:

    • If a customer contacts us about setting up their system monitoring, and they are on a PPA contract, we must call the manufacturer for assistance:  

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Inform the manufacturer that the customer needs help accessing their monitoring platform

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Confirm with the manufacturer that the customer should only be granted "view" access, not full control

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Stay on the line until the manufacturer confirms it’s okay to release the call

Note

This is necessary because, for PPA contracts, our company owns the system, and the manufacturer will need confirmation that we authorize the customer to access the monitoring data

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:

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

Helping Customers Understand Solar Savings & Utility Bills Reality