System Analysis UB Request /Template

System Analysis UB Request /Template 

When a customer calls in reporting that they  think there is something wrong with their system because they are getting high utility bills please follow these steps: 

Important: If the project is Sunrun please direct the customer to Sunrun customer care (855) 478-6786

1. Log in to solaredge or Enphase and make sure the system shows no issues or errors that will help you determine your next steps 
2. If there is an issue and you see no production please create a warranty ticket by using the system failure trigger and request an investigation 
3. If there is no visible issue with the system please verify when SA was completed as sometimes it takes a few billing cycles to reflect any changes in thor power bill 
4. If you have looked over the last few scenarios and there is a need to have the system analysis completed follow the instructions below: 

Please use the template below to request the customer send in the last 3 utility bills ( if they insist they only have one or 2 still have them send those in) Thia request for the utility bill is strictly for data research purposes in no way this is an indication that ESP will be paying them please make sure this is understood by the customer. Send the email to the customer’s email on file and CC scottsullivan@joinesp.com 

Comenzaremos con el análisis del sistema tan pronto como recibamos la información solicitada anteriormente. Espere 2 días hábiles para que se le envíen los resultados por correo electrónico.

Esperamos poder ayudarlo con su solicitud.

Hola (nombre),

Gracias por comunicarse con ESP. Este es un seguimiento de su solicitud de análisis del sistema.

Para realizar un análisis completo, necesitaremos sus 3 facturas de servicios públicos más recientes y una breve descripción de por qué solicita el análisis.

Hello ( name),

Thank you for reaching out to ESP. This is a follow-up to your request for system analysis. 

In order to conduct a full analysis, we will need your 3 most recent utility bills and a brief description of why you are requesting the analysis. 

We will get started on the system analysis as soon as we receive the information requested above. Please allow 2 business days for the results to be emailed back to you. 

We look forward to assisting you with your request.