This cheat sheet references typical SLAs by market. Note: While the below article offers general guidance, circumstances may vary per client.
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.
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.
|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: Customer requesting a change to the system, a change to the financing details, or asking to cancel or hold their project. 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?||If a change order is created, Palmetto's team will provide the situation and information to the sales rep on file via email. The sales rep will be given 72 hours to take affirmative action or otherwise resolve the issue.|
|D||What happens if Palmetto does not receive sales rep response/action?||After the predefined period of 72 hours, Palmetto will engage the customer 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 clean & complete fashion, at a fair sales price. In the event a change order happens, a timely response to our team via email will help to ensure we can execute any changes as quickly as possible.|
Members can view their pipeline and current statuses via the Opportunity Reporting tool in Alchemy. Access this tool on the left hand side of your Alchemy screen and filter as needed. For any post-sale operations updates, please email firstname.lastname@example.org.