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Handled by: Software Support Team

Background: A block on the usage phase will be placed on 11/7 to stop sales reps from inputting a yearly usage larger than 50,000 kWh. These jobs will require support to review the homeowner's utility bill to verify the real usage before updating the usage phase to allow yearly usage to be higher than 50,000 kWh.

Do NOT mention to the Sales Rep/Installer what the kWh limit amount is

Process:

Step

Action

1

  • Sales Representative/ Installer will try to quote a project with an annual usage above 50,000 kWh. However, the system will block it by showing the following error:

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2

  • Have the sales rep/ Installer upload the homeowner's utility bill from the last 3 months, at a minimum, through the documents side menu

Make sure that the most recent utility bill is for a billing period within the past 31 days

  • If there is just 1 Utility Bill, but it reflects the last 3 monthly Usage then we will accept it

  • If the Homeowner has not lived in the residence for 3 Billing periods, we will accept just 1 Bill as an exception

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3

  • Has the Utility Bill been uploaded?

IF YES:

IF NOT:

  • Notify the Sales Rep/Installer that the only way to proceed with a project when the Historical usage exceeds the limit is by providing the homeowner’s utility bill from the last 3 months, at minimum. to reflect that usage

Do NOT mention to the Sales Rep/Installer what the kWh limit amount is

4

  • If the Utility Bill has been uploaded then Click the 3 dots next to the uploaded utility bill

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  • Click on “Download”

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5

  • Once you open the Utility bill, locate the Historical Usage (kWh)

Verify:

  • Name

  • Address

  • kwh for the Month

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Notice this utility bill shows the kWh and bill for October and September. Make sure you use all provided information on the utility bill when reviewing the usage phase.

6

  • Go to the Usage Phase and navigate to the Annual Usage Graph and make sure that all months provided on the utility bills match the values entered on the Usage Phase under the “Historical Usage”

image-20241105-215700.png

Do NOT compare with the Historical Cost, Use the “Historical Usage”

Did the entered usage auto populate?

IF YES:

  • That means that the annual usage is under the 50k cap. Let the Sales Representative/ Installer know that this will be the value that they will have to move forward with.

  • Go to Step 8

IF NOT:

  • Click the Job Summary icon (reference same steps from Step 8)

  • Scroll down to the Support section and click the “Update Usage Limit” button

  • Update Usage Limits to 70,000 kWh to make sure that the values go through without receiving Error USG-036.

  • Go back to Step 6.

Remember that the Usage Limit will have to be lowered later on Step 8.

7

Does the monthly utility value entered in the usage phase match what is shown on the utility bill?

IF YES:

IF NOT:

Let the sales rep/ Installer know that they will have to update the Historical Usage to match what is showing on the Utility Bill.

8

  • Click the Job Summary icon

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  • Scroll down to the Support section and click the “Update Usage Limit” button

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9

  • Update the usage limit ONLY by referencing the Total Amount that the Usage Phase was showing up

  • Finally; Click on “Update”

image-20241105-221407.pngimage-20241105-221529.png

Please note the limit cannot be updated to 100,000 kWh or beyond

And Remember: Do NOT mention to the Sales Rep/Installer what the kWh limit amount is

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