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Background: A change order will be use to make adjustments or Modifications to something that was already planned, stated or implemented in the existing contract

Starting November 20, 2024, we implemented a change by consolidating all change order tasks into a single milestone task in order to simplify the change order process..

  • The task will be named as Change Order (HCO/NCCO/ICO.

  • Installer Change Orders (ICOs) will have their own subtask

  • Homeowner Change Orders (HCOs) and No Cost Change Orders (NCCOs) will be combined into one subtask.

    • For HCOs and NCCOs, when you click the "Generate" button, a modal will appear, showing the required change order type along with the reason it was triggered.

Table of Content:

Consolidated Change Order Tasks

New Task will be named as “Change Order (HCO/NCCO/ICO)” consolidating all change order tasks into a single milestone task.

  • The Process for Editing the Project to generate the HCO is the same as for the ICO (You Only do this once)

  • If the “If Applicable” Text is not available, this means it is Required to be able to move forward

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Homeowner Change Orders (HCO/NCCO)

Installer Change Order (ICO)

  • If you have a change requiring an Installer Change Order, you will also need to complete a Homeowner Change Order under the following circumstances:

Changes To System Design Exceed Allowable

Changes to Equipment Modules, Inverters, The Type of System

Changes to contract agreement homeowner information, such as kWh rate, Escalator, Etc

  • The Installer Change order is an addendum to the work order. Any of the following changes will require an ICO:

System Design Change

Contract Agreement Homeowner Information (Only if an HCO is generated

image-20241116-193213.png

The Installer Change Order (ICO) task will only display if it is needed based on live project changes

  • If it displays; It is a Required task

How to check which Change Order document was generated?

To check wich NCCO/HCO/ICO Document was generated:

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Step

Action

1

  • Go to Operations Phase

The History tab will show which change order (ICO/NCCO/HCO) has been generated

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2

  • Select the task named as “Change Orders (HCO/NCCO/ICO)”

3

  • Click on the “History” Tab

Automatic Change Order Creation Based on Product Rule Discrepancy:

The change order task automatically checks if any product rule discrepancy has occurre during the process (The product rule discrepancy occurs when a pre-defined condition or requirement for a product is not met)

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Step

Action

1

  • Once the discrepancy is detected, the system will determine which type of change order needs to be created automatically

  • The Types of change orders are:

    • NCCO (No Cost Change Order)

    • HCO (Homeowner Change Order)

    • ICO (Installer Change Order)

2

  • Along with the Change order, The system will provide step by step instructions on how to proceed

This instructions guide the user through the process to address the discrepancy and complete the necessary steps for the change order

3

  • Follow the instructions provided to complete the change order process

How to Preview the Change Order Document Sample:

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Step

Action

1

  • Go to the “Operations Phase”

    • Select the Task Named as “Change Orders (HCO/NCCO/ICO)

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2

  • Under the “Subtasks” Tab;

    • Locate the Change Order Document we’ve sent and click on the 3 dots next to it

    • Then Click on “History”

The User will be able to see the active document signed and preview it

image-20241122-162120.pngimage-20241116-210908.png

Change Order Issues/Scenarios and Steps to Troubleshoot

Due to the recent consolidation of the New Change Order task, few issues came up affecting certain jobs. So this segment of the SOP will guide you on how to troubleshoot and resolve common issues encountered when dealing with rejected tasks involving the ICO (Installation Change Order) HCO (Homeowner Change Order) or NCCO (No Cost Change Order)

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Task Rejection Not Displayed

 CLICK HERE:

Problem: Installers report that a task was rejected, but no rejection message or rejected task is visible in the system.

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Step

Action

Details

1

  • Open the milestone feed for the project in question and look for rejection messages related to the Change Order. (NCCO/HCO/ICO)

Check the Milestone Feed

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No rejection bubble/icon is visible in the milestone task

2

  • Identify the reason for rejection. For example, in California, the HIS (Home Improvement Salesperson) number might be incorrect.

Verify Specific Rejections

3

  • Inform the installer to correct the identified issue

Correct the Issue

4

  • After resolving the issue, have the installer regenerate the specified change order. (NCCO/HCO/ICO)

Regenerate specified Change Order task

System is not showing Both (NCCO and New Change Order) as generated in the History Tab

 CLICK HERE:

Problem: The ICO/NCCO was generated, but it does not appear in the system's history.

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Step

Action

Reference

1

Open the milestone feed for the project in question and look for rejection messages related to the Change Order. (NCCO/HCO/ICO)

Check the milestone feed

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2

Check the NCCO sub-task tab to view the document that is declined.

You will not be able to generate the NCCO/HCO document in the No Cost Change Order task after the update.

Review No Cost Change Order Sub Task Tab

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3

Access the Change Orders (HCO/NCCO/ICO) task. Then click Generate.

Generate the required Change Order

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4

Reassure users that after completing the required change order and all other necessary tasks, they can submit the milestone for approval.

Milestone can be submitted for approval

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The System Displays Milestone Rejection but doesn’t show the Type of Task

 CLICK HERE:

Problem: The change order document was generated/sent before the system data fix and an action is needed.

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Step

Action

Reference

1

Access the No Cost Change Order task.

  • Take note that the change order was generated and sent before the consolidation of the Change Order task date (November 20, 2024).

Check Milestone All Task Tab

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The yellow bubble alert indicates there’s a pending task.

2

Click the Action button (the three dots), then choose the Re-send option from the dropdown menu.

Re-send the change order document

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No Cost Change Orders:

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NCCO can be use to update the following:

Homeowner’s Name (Spelling of name on contract)

Homeowner’s Address (i.e.: Unit Number needs to be added, Spelling of street name is wrong, etc.)

Sales Rep or Contractor’s name

The salesperson’s HIS Registration # needs to be updated

We will ONLY accept requests to update information if the request is coming from the Homeowner through:

Phone Call:

  • If the Homeowner is calling from the same phone number on record

Please refer to the following article (Click Here)

Email

  • Only If the phone number is what needs to be updated. In that case the homeowner must contact us through Email by using the same Email address on record

NCCO will not be applicable to update the Email Address since NCCO will be used only for required changes AFTER the contract has been signed)

If the Email address is incorrect or a cosigner is added, the workflow will need to be canceled and new contract generated

If the contract has NOT been signed and the Homeowner is contacting us from the same phone number on record: we will be able to update the Email address in Engine without an NCCO by simply voiding the contract, then updating the correct email on the Qualification Phase

Once the required information has been updated by support then The Sales Rep/Installer will need to use the NCCO Feature and generate a No Cost Change Order

Always ensure that if you modify the address, this one should match the address listed under ‘For Property Located At’, and NOT the one under “mailing address

Step 1

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Step 2

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Step 3

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All other additional requests for NCCO changes should be directed through a case assignment to Deal Processing

Instructions for how installers can generate a Change Order (HCO/NCCO/ICO)

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Step

Action

Reference

1

  • Navigate to “Operations Phase”, go to the current milestone (M1 or M2) and click on the “Change Orders (HCO/NCCO/ICO)” Task

  • Then click the “Generate” Button on the right side

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2

  • The system will show you a pop up window including the information related with the change order you are trying to generate.

If it is an HCO/NCCO select the option applicable to your job and then; Click on the “Continue” button to send the revised contract to your customers for their signatures

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If it is an ICO select the ICO option (If Applicable)

  • It will display a window with the old and new values

    • then; Click on the “Generate” button to send the revised contract to your customers for their signatures

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3

  • To update the Sales Rep or contractor’s name, Use the NCCO Edit Signers task:

image-20241122-171717.png

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