How to handle a Maintenance Request call

A homeowner may call in to report a system outage or low productivity from their solar system.

“Hello, thank you for calling EverBright, how may I assist you today?”

Homeowner reports there is a problem with their system productivity or panels:

“Certainly, I can assist. Can you please provide your full name, address where the system is installed, and a brief description of your issue?”

Locate the project and navigate to the Operations phase to determine which EverBright product the customer has.

“Thank you for providing this information. Based on our records, you have selected our Type of Product (RIC or PPA) financial product, correct?”

If the product is the EverBright EverOwn (RIC):

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

You can monitor your system via your inverter manufacturer’s website.

Enphase – Micro-inverters Harness the sun to make, use, save, and sell your own power.

SolarEdge – Central inverters Solar Powering People’s Lives Around the USA | SolarEdge”

If the product is the EverBright EverFixed/ EverFlex/ EverEasy (PPA)

• For questions regarding setting up system monitoring or training on using the system monitoring portal, refer the customer to their installer.

• Once M3 is approved, Omnidian will perform performance verification testing (PVT) to confirm that the system is meeting production requirements. If the system does not pass PVT, Omnidian will work with the installer to address the issue.

• All PPA maintenance, system, roof, or craftsmanship issues should be transferred to Omnidian to investigate.

“I will go ahead and transfer you to our maintenance department. Here’s their number for future reference 866-568-0068.

Thank you for calling EverBright, have a great day!”