Thermal
After creating your system maintenance case, what case would you create to confirm next steps
A visibility Case
What steps do you follow if a lease/ppa customer calls regarding a damaged module?
Lease/PPA Customers:
Tesla provides insurance and will repair the system at no cost to the customer assuming the damage was not caused by the customer or their negligence. Our investigation (whether it be Tesla or the Insurance company) determines this.
When sending the Thermal Event email, who would you contact?
DL-ThermalEventResiPV-NAM <DL-ThermalEventResiPV-NAM@tesla.com>;
Installation Quality Manager;
(Senior Manager for region);
(General Manager for office);
(Associate Manager for office);
(EHSS for region);
(Regional Incident Hotline DL)
What steps do you follow if a cash/loan customer calls to report a damaged module?
Cash/Loan Customers:
Unless it is a defective module, the customer is expected to pay for replacement module(s) and labor.
IF in regards to a defective module, THEN Tesla will facilitate filing a warranty claim with the manufacturer acting as an intermediary between the customer and the manufacturer.
When setting expectations after a customer calls to report a thermal event what information should we advise the customer?
We do not send FST's out to look at _____.
We do not send FST's out to look at modules to verify damage.
A broken module will look entirely different than the other modules. If all the modules still look the same then they’re not broken.
If a module is broken the glass won't detach from the module but it will be very obvious. The module will get a spider web affect and the glass will shatter into little pieces.
After you create your System Maintenance Case and Visibility case for a thermal event, what would be your next step to alert the emergency response team?
Send out the emergency response email.
If a customer calls to report damaged modules, what information should we gather to confirm if the modules are actually damaged?
Ask the customer photos of the modules. Once obtained, save to the maintenance folder and review to determine if they are actually damaged.
Who does ECS contact once a case is created if a customer calls to report a thermal event?
Operations Manager
General Manager
After your system maintenance case has been created, who do you assign the case to?
The operations manager or general manager
What steps would you take on grid to locate the standard note for a thermal event case?
ECS General
Emergency
Thermal Event
Tesla shall insure the System against all damage or loss unless ____.
that damage or loss is caused by golf ball impacts. Customer would have to pay for repairs if they signed the golf course waiver.
List another example a visibility case is utilized for on a thermal event?
The visibility case can also be utilized to track the customer’s billing, especially in the event billing is paused.
What tool would you use to calculate the cost for damaged panels?
Use the Module Replacement Calculator
Where would you find the Emergency Response Contacts?
Use Emergency Response Contacts listed on the specific warehouse via the Offices By Region page
Once the HIA is signed for a Cash/Loan customer, who do you assign the system maintenance case to?
The operations manager
The general manager
When assisting a customer with a thermal event case, you fill out ___.
The entire Auto Text.
ASK QUESTIONS, Be Detailed, fill out the entire Auto Text.
How do we confirm if we have replacement panels in stock?
Verify with the local Warehouse they have the modules in stock and available for the customer.
IF you find the note stating we have the panel[s] in stock, THEN proceed to f.
IF there are no notes indicating we have the panels in stock, THEN email the WHM and the OM to inquire if we have the panels in stock or if the panels need to be ordered.
List the subject, source,owner, queue, sub queue,status, flow status, and priority to complete a thermal event case?
Subject:Emergency Thermal Event Response
Source: Customer
Owner:Assign to Associate Energy Manager or Manager of the Installing Office
Queue:System Maintenance
Subqueue: Thermal event TBD
Status:Open
Flow Status:Thermal Event Step 1: Assembling Response Team
Priority:Urgent
What steps would you take on grid to locate the standard note for a damaged module case?
ECS General
Post Install
Damaged Equipment
Damaged panels