Install Delays

FAQ: Common Install Delays

1. No Power  

Examples of issues encountered:

• Ensure a continuous 110V Outlet has been installed.

• If voltage is higher than 110V, a Power Bridge should be used, however, this should be identified long before installation.  

• If power not as expected:

  • If Partial, reach out to TM to split the opportunity and install what can go forward. 

  • Follow Change Order Process

  • Place site on  “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.

2. No internet 

• Ensure “hard wired” internet is installed in the location identified as the intended “IDF”; at least one port needs to be available for Tech to plug into.  

  • Hotspots and Wireless connections will not suffice.

• If power not as expected:

  • Ask customers for ETA to have service provided?

  • Update notes with issue and eta on internet

  • Inform TM

  • Place site on “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.
    
    

3. Multiple visits scheduled and issues not resolve as expected:

   • • Occasionally the customer will say it is fixed but it is not.

     • You must be clear that they are required to provide power/internet and they are liable for these visits and contractually we can begin billing whether they are ready or not. Policy Referenced: LINK

     • The third failure must be escalated to the PM manager and ELT to decide if we begin billing.

4. Customer Scope change Request:

   • • What was sold is not understand or what customer believes they where sold:

     • Follow Change Order Process

5. Customer requested date change:

   • • If possible, make changes to scheduled activities. Push for no later than 2 week delay.

     • Update notes with updated date at customer request

     • Inform TM

     • If date is outside SLA:

       • Place site on “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.
         
         

6. Permit issues - (Construction/Alarm)

   • • Ask customer to provide ETA for permission to install 

     • If possible, make changes to scheduled activities

     • Update notes with issue and eta.

     • Inform TM

     • If date is outside SLA:

       • Place site on “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.

7. Site not ready as planned (paving, waterworks, equipment/storage in the way)

   • • Ask for ETA to be allowed to install 

     • If possible, make changes to scheduled activities

     • Update notes with issue and eta.

     • Inform TM

     • If date is outside SLA:

       • Place site on “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.

8. Onsite hazardous materials (Asbestos in walls and building)

   • • Halt work

     • Escalate to PM, PM Manager, TM, DSM to determine next steps

     • Document Issues

     • Place site on “Install Delay” in the Installation Case in Salesforce, provide the pertinent information and maintain contact with the appropriate POC to resume installation in a timely manner.

     • Discuss with Customer options

     • Plan Next Steps

9. Customer Unresponsive/ No POC contact info/No Access

• Additional Contact information may be found on the Account Page of the Site in Salesforce; try any of the other contacts listed there.  

• If there are no additional contacts, contact the Opportunity Owner for required information.

• Google search for general numbers to inform them of and “Urgent and Important matter of no security and require a contact that can help” 

• If there is no known Opportunity Owner, contact the DSM, and/or CRO.

• Place site on  “Hold” in the Installation Case in Salesforce and provide the pertinent information; update Case regularly.

10. Technician or Equipment Issues

    1. • If a technician is not equipped or incapable of finishing an installation:

         1. • Verify If they are able to return later in day or first thing the next day.

            • If they cannot commit and PV Tech.  Inform supervisor to determine and confirm immediately a plan to resolve.

            • If they cannot commit and 3rd Party.  Inform them of breach of contract. Update PO to not pay.

              • Identify alternative tech. via decision matrix and confirm expedited date to complete installation

            • Contact Customer to inform them of the issue and the plan to resolve.  Update Notes

            • Expected SLA < 2 hours

       • If there is an issue with equipment blocking from finishing an installation:

         1. • Talk to tech/FTS to ensure all other aspects of equipment appear to in working order or if other parts shoudl be ordered.

            • FTS to place parts request ticket, expedited

            • PM to inform customer and update notes that there is an issue and will follow-up with revised date.

            • Expected SLA < 2 hours

            • Reschedule based on shipping coordination and arrival date

            • Update Customer and notes of updated plan to resolve.