ACRONYMS
PPA
HOA
RMA
PPA - Power Purchase Agreement
HOA - HomeOwners Association
RMA - Return merchandise approval
What is the basic information we need to schedule a reinstall?
When was the roof work completed?
Where there any changes to the structure, or design of your roof?
Are there any home additions that alter the original design of your system?
Did your roof type change?
Are you panle stored on site?
Customer in Ventura wants to change his roof to Metal corrugated, can we reinstall it?
NO
Please save the roof type list
https://docs.google.com/spreadsheets/d/1xlu7JEe2qIavAfntihDeiJYaKACbPJUpjR3f5PEJ6eA/edit#gid=0
Customer passed away, and the customer's state executor wants us to R&R to sell the home, can we proceed?
Yes, only if there is a TRANSFERS case open or completed.
If not, thank the customer for the call and transfer the customer to TRANSFERS.
We should only talk to authorized contacts
I need to verify modules inventory
Check your WH contact list and Inventory list
PTO
AHJ
FIN
PTO - Permission To Operate
AHJ - Authority Having Jurisdiction
FIN - Final Inspection Notice
How many types of Contracts does Sunrun Handle?
PPA
LEASE
LOAN
CASH
Do we relocate panels/systems?
No, Sunrun does not allow relocations.
A customer is reporting a roof leak and they want us to remove and reinstall the system, can we remove the system?
Gather facts:
Have you reported to us?, Is there a case?, Are we at fault, is it solar-related? Are we waiving the R&R fee?
If you have this information, great! Proceed with the R&R. If you do NOT have this information, please thank the customer for calling and transfer them to DAMAGES
We are upgrading the customer's roof?
HOME UPGRADES
ABCAD
DSR
NOC
ABCAD - As-Built-Computer-aided-design
DSR - Design support request
NOC - Network Operating Center
When do we request a permit?
When do we schedule the final inspection?
When do we request a permit? After a redesign (some areas require permits for removals, check the parameters)
When do we schedule the final inspection? You can coordinate the inspection once you have a date for the reinstallation. Reinstallation must be completed
Customer has 2 systems, do we need 2 cases with 2 quotes?
Yes, and each system has its own individual contract, they are not the same, it can be possible there are different costs for the R&R depending on each contract for each system.
My DSR is ready, do we need a permit?
Yes, permits for redesign are required in most SW
The customer wants to reroof, but they need to refinance and would like to have the lien removed?
Fillings with Customer Care
MLE
PV
MSP
MLE - Module Level Electronic
PV - Photo Voltaic
MSP- Main Service Panel
How do we determine is the system needs to be replaced?
1. Check the formstack
2. How is the system producing?
3. Are there are performance cases open?
4. Do you have any recent WO/FS dispatches with serial # pictures or notes listing panel degradation?
If you answer yes to all question, guess what? The system needs to be swapped!!! CREATE THE CASE
A customer had a house fire, can we reinstall?
1. If the home is being rebuilt from the ground up: close the R&R case, create an insurance case and the customer first needs to talk to CC. WE NEED A NEW CONTRACT
2. If the home is partially damaged and the meter is fine, send the quote and continue with the standard R&R process
My 20-year contract ended, what's next?
The system is permanently removed, please schedule it.
I need to schedule a meg test // system performance investigation.
O&M
ESC
PZSE
LFRS
ESC - Electrical Service Change
PZSE - Point of zero salt effect
LFRS - Lateral force-resisting system
What is a Sometric/Suneyes report?
Is a report that provides complete solar information and shade analysis of a property.
Identifies potential sites for solar panels
Optimizes the orientation of a structure by identifying where and when the sun will shine
So, when customers ask why we cant move their panels to a different roof, what will your answer?
When is a redesign needed?
A redesign is needed ONLY if:
The customer confirmed structural changes or modifications to the roof structure or roof material
A customer wants to hire their own contractor to complete the R&R, can we proceed?
Yes, please first check parameters and confirm we do not have a crew or a PM in the area.
Next, create the R&R case and make sure the customer contacts CC to start the subcontractor process.
***A subcontractor is NOT approved, unless we have the subcobtractor's contractor’s name, license number, and a certificate of insurance from their insurance company naming Sunrun as an additionally insured party***
A customer threaten legal action
SO WHAT????
Please inform the customer that once they have their attorney contact our legal team and they have created a Legal/Escalation case we will be able to continue all communications with him/her.
If the attorney calls and there is no legal case, please provide the correct point of contact:
legalescalations@sunrun.com
**We should only be talking to aurhotized contact**