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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:

  • Accessing their system monitoring platform

  • Viewing their system monitoring data

  • Requesting maintenance

  • Reporting system damages

  • Addressing system outages

WE DO NOT PROVIDE PANEL CLEANING AS PART OF OUR MAINTENANCE SERVICES

For Personal Property Damage Claims refer to the following article (Click Here)

Table of Contents:

Process:

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

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:

“Based on the current status of your job in our system, the final milestone has not yet been completed, and system production monitoring is currently unavailable. For further assistance, please contact your installer directly”

  • Provide the Installer’s Contact information

  • Enter Disposition Notes and Stop

What is the Concern About:

For Personal Property Damage Claims refer to the following article (Click Here)

System Production/Monitoring Issues

Step

Action

1

  • Identify if the problem with the monitoring information or system production information is coming from the “MyEverbright” Portal or the “Manufacturer” Site

If it is with “MyEverbright”:

Go to Step 2

If it is with the Manufacturer Site:

Go to Step 3

2

image-20240906-184507.png

  • Look up for the customer by typing the Homeowner’s Name in the Search Box

Once you type the name the screen will show up different results, so make sure to access the one with the correct contact information on record

image-20240906-184729.pngimage-20240906-185220.png

  • Click on “Impersonate”

This will allow you to view the system from the customer’s perspective.

image-20240906-185507.png

Now you can see if the system is running correctly and communicating production to us

  • Ask the customer to please log into their MyEverbright Portal and once in there follow the next steps:

  • Click on “System”

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  • Once in there the customer will be able to visualize the following:

  • Current Power

  • Today’s KWh

  • Current Month’s KWh

image-20240906-190309.png

  • They can also check for:

  • Inverter Name/Type

  • Capacity

  • Their Battery Storage Capacity (If Applicable)

image-20240906-190717.png

  • If the customer would like to check for the monitoring information by Date they can set the filters accordingly (This will be useful to understand if the system has been producing properly and constantly)

They can filter By Date and Set the view based on Day/Week/Month/Year

image-20240906-190945.png

  • Based on the information reflected here; the agent will evaluate if the system has been or is producing correctly or not

This might generate questions from the customer such as:

  • If the system is producing why are we still receiving high utility Bills

  • If system is producing why I am not noticing significant savings?

  • If my system is not producing correctly what should I do next?

  • To properly answer these questions you can check the following Talking points:

 TALKING POINTS

  • The system is functioning as expected; However, it is too early to fully evaluate your savings. We typically recommend waiting at least 12 month before conducting a thorough savings analysis. This timeframe allows us to account for seasonal variations, Changes in climate, and fluctuations in energy usage throughout the year.

    • For example, during the winter months when there are fewer hours of daylight or on cloudy days, your solar panels may not produce enough energy to cover your daily use.

However, this does not mean that you won’t see savings before that period. If your energy consumption is lower than the energy your system produces, you should notice savings in the coming months. 

  • You may also increase your typical energy use without realizing it, like adding an EV, working from home more or not being conservative with your energy use because you have solar panels. This change could mean you need to use more energy from your utility provider. Keep in mind, the same energy efficiency steps you may have taken before going solar are still needed today. This includes ensuring you have energy efficient lights and appliances, turning off lights and electronics when you’re not using them and raising your A/C or lowering your heater by a few degrees.

  • Most utilities have a minimum charge, as well as related applicable taxes that you need to pay even if you don’t use electricity from your utility. You should talk to your utility about this charge, but this covers some of the costs of keeping power lines or other services that you may need if you can’t fully power your home with solar.   

  • If the customer still have concerns about System Production/Monitoring

  • Go to Step 3

3

If the Concern is within the Manufacturer Site, Then:

  • Check for the type of inverter the customer has

  • Log into Engine

  • Navigate to “Project” Phase

    image-20240528-220246.png

  • Ensure the Correct project is selected

(If multiple contracts appear, select the one with the latest date signed)

image-20240528-220524.png

  • Locate the array and then look for the Inverter section . This will show up the Manufacturer Name

    image-20240906-194142.png

  • Provide the Manufacturer’s Contact information to the customer and Warm transfer to the appropriate company if available

Enphase:

Additional questions that may be asked by Enphase:

1.Who is the host? (EverBright)

2.Homeowner Name

3.Homeowner Email Address

SolarEdge

  • 1-510-498-3200

  • Hours of operation: 05:00am-05:00pm PST

  • Website: (Click Here)

  • Advise Enphase/SolarEdge that the customer is in need of assistance accessing their system monitoring.

  • Remain on the line until Enphase/SolarEdge states it is OK to release.

  • For PPAs, since EverBright is the owner of the system, Enphase/SolarEdge agent will ask if EverBright is authorizing the “customer” to obtain system monitoring information. EverBright agent will grant permission for the customer.

Maintenance/System Repairs/System Outage:

For Personal Property Damage Claims refer to the following article (Click Here)

WE DO NOT PROVIDE CLEANING AS PART OF OUR MAINTENANCE SERVICES

Step

Action

1

  • 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

Go to Step 2

2

If the Job is RIC:

IF RIC:

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

If the Job Is PPA:

IF PPA:

  • Refer the customer with our Service Department (Omnidian)

  • Provide our Service Department’s information and warm transfer to them (If it is a phone call)

  • Provide our Service Departments Information (If it is a Chat or Email)

NOTE:

  • Omnidian will facilitate communication between the homeowner and the installer.

  • If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process) create a SalesForce case with the O&M team to troubleshoot further

3

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

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

IF YES

  • verify if there is any new update and provide it to the homeowner

  • If there is NO Update then; check if its been more than 48 hrs since the case was created or latest update

  • Follow the O&M Escalation Process

IF NOT

https://goeverbright.atlassian.net/wiki/x/BgDiuQ

Helping Customers Understand Solar Savings & Utility Bills Reality

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