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. 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 Request Before 11/2/2020

• For customers with the above requests, please reply with the pre Nov. 2 email.

• Proceed with sending to the configuration team according to the company data changes requests protocol.

Customer Requests Starting 11/2/20

• Tag 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.