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Customer System Maintenance/Monitoring/Access Troubleshooting

Customer System Maintenance/Monitoring/Access Troubleshooting

Owned by Jennifer Salazar (Unlicensed)
Last updated: Jan 27, 2025 by Sarah Jane Salvatierra
4 min read

Background: A contract holder, homeowner, or an authorized representative acting on behalf of the contract holder may reach out to our support team via phone, chat, or email for assistance with their system operations.

The types of inquiries we handle include, but are not limited to:

  • Setting up their system monitoring platform

  • Viewing their system monitoring data

  • Requesting maintenance

  • Reporting system damages

  • Addressing system outages

If the homeowner is contacting us to insure their PPA system (Click Here)

Table of Contents:

Process:

Before starting this process make sure that the Customer Authentication Policy Process has been completed

Step

Action/Event

Step

Action/Event

1

  • Agent must determine if the job is M3 approved or not

IF M3 Not Approved:

IF M3 Approved:

2

  • Reply to the customer:

  • Provide the Installer’s Contact information

  • Enter Disposition Notes and Stop

 

3

  • If the complaint is related to:

    • Cost Savings

    • High Utility Bills

    • The system seems to be working but they are not noticing savings

 

  • If the complaint is for:

    • Maintenance

    • System Repairs

    • System Outages

 

  • If the complaint is for:

    • Setting up their System Monitoring Platform

 

  • Refer the customer to their contract package for details about their manufacturer

 

4

5

Enter Disposition Notes and Stop

How to handle complaints related with Omnidian Being Unresponsive:

We could receive complaints coming from Homeowners stating that they have an existing escalation or work in progress with our Service Department (Omnidian) but they havent heard any new update from them since long time ago, so Support should follow the next step:

Step

Action

Step

Action

1

  • Check if there is an Open Case related to this concern

How to Handle System Re-Activation Requests after Non-payment Deactivation:

Step

Action

Step

Action

1

  • Check if there is an Open Case or Case Review related to this concern

 

 

2

  • Ask the customer when the payment was made

Payment made Less than 10 business days ago:

  • Please inform the Homeowner that it may take up to 10 Business days to reactivate

    • If Chat or Email: you can use the quick reply named as “Payment less 10 days”

      • Then; Stop

 

Payment made More than 10 Business days ago:

 

3

  • If Payment has been made more than 10 business days ago but the system still deactivated:

    • Warm transfer to Account Servicing

 

PPA Insurance Appraisal

A customer may reach out regarding an appraisal or replacement value for insuring their PPA system. While they are not required to do so, they are free to request it.

 

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