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Background: Due to an internal issue, approximately 1,900 PPA jobs for customers in California generated between August 28th and September 27th are showing Ohio agreements as part of their document package

This discrepancy has mainly impacted contracts related to the PowerShift product. Therefore; Support could receive interactions coming from customers experiencing confusion or delays with their jobs

How to handle these types of Inquiries:

Step

Action

1

  • Be aware that Sales Representatives, or Installers may contact regarding issues with their jobs due to a Compliance Hold

NOTE: If the agreement is from California (Particularly a PowerShift agreement), the reason for the hold may be due to an incorrect Ohio document being included in the California PPA document package. However; You must first confirm this information

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2

  • When you receive such inquiries, then confirm the issue:

  • Go to “Operations” Phase

  • Click on M1

  • Under the “Customer Agreement” Task select the Contract showed in there and verify wether the incorrect “Ohio PPA” agreement is indeed attached to the customer’s contract package

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3

  • Once you confirm the issue you can explain to the customer the following:

“We have identified an error in one of the documents in the contract package.

We have placed a hold on the job while we work on resolving the issue.

At this time, there is no estimated time for resolution”

Reassure them that the situation is being handled internally and thank them for their patience

  • Ensure that all communication with the customer or sales rep is polite, empathetic and informative while avoiding providing any inaccurate time estimates

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