Operations Overview, Change Orders, & Cancellation Policy

Going solar is a process. Timelines from contract to installation can vary widely by market and each unique home. Sales members can help expedite installations by ensuring clean jobs are submitted (no financial stipulations, accurate uploading of CRC documents, and executing a survey quickly).

The below graph illustrates the basic steps toward installation, and when we contact homeowners along the way.

*This cheat sheet references typical SLAs by market. Note: While the below article offers general guidance, circumstances may vary per client.

View the status of any customer in your pipeline with our Order Status tool. This tool is available for any customers who have a signed and validated contract in our system.

Palmetto provides regular updates to homeowners via phone, text, and email as they make their way to installation to:

Prompt action or resolve blockers (such as document signatures, scheduling, etc)
Provide quick, proactive updates to the homeowner on progress

Sales members are strongly encouraged to set expectations with homeowners: they must be involved in their solar process, and should be on the lookout for our communications.

Customers are sent automatic communications at/around the below stages:

Initial Sign Up
Engineering Design Complete
Permitting Submitted/Ready
Installation Scheduled
Inspection Scheduled
PTO

Customers may also receive proactive calls from our team at the below stages:

Initial Sign Up
Engineering/Permitting Stages
Installation & Inspection
PTO
If/when the customer needs to take action to move their project forward.

A	What's a change order?	A change order may happen in any scenario where a substantial change to the contract or system is needed.
B	When might I get a change order?	Common change order reasons include: Customers requesting a change to the system, a change to the financing details, etc. Additionally, change orders may arise when a third party halts the project, for example via an interconnection rejection from the utility.
C	What happens with a change order?	Sales member alerted to review the change in Alchemy Sales member given 72 hours to take affirmative action or otherwise resolve the issue.
D	What happens if Palmetto does not receive a sales rep response/action?	After the period of 72 hours, Palmetto will engage the homeowner directly to make them aware of and attempt to resolve the change order issue. The sales representative will be kept visible wherever possible.
E	What can I do to speed up my change order?	The best way to avoid change orders is to ensure jobs are submitted in a clean & complete fashion, at a fair sales price. In the event a change order happens, a timely response to any communications from our team will help to ensure we can execute any changes as quickly as possible.

In the event of a significant blocker to an order, Palmetto adheres to a common sense cancellation policy over a ~5 week minimum period. There are 4 key aspects of our policy:

1	Reasonable homeowner outreach	Palmetto will put in reasonable effort & outreach to the homeowner to remove the blocker Typically, these are blockers such as doc signatures, scheduling, homeowner action required, etc Phone, email and SMS will be attempted
2	Reasonable homeowner timeframe	Palmetto will attempt outreach to the homeowner for a minimum of 14 days
3	Reasonable notice to sales member	After 14 minimum days without success, orders are placed into a "Cancellation Imminent" stage Sales members are alerted of the situation via email and encouraged to engage with the homeowner to resolve the blocker
4	Reasonable time before cancellation	If no affirmative resolution from the sales member, Palmetto reserves the right to cancel the order after a further 21 days.
	Note	Palmetto reserves the right to an immediate cancellation timeframe, in extreme circumstances These include but are not limited to: Sales malpractice situations, or direct cancellation of financing by homeowner