Sales
# | Question | Answer |
1 | What are the eligibility requirements for Puerto Rico? | Customers must have a residential utility account in their name, and the home must be their primary residence. Utility bills and proof of ownership are required at submission. |
2 | Is a credit check required for Puerto Rico customers? | No credit check is required. Instead, customers must complete and accept the Terms and Conditions during the NTP process.
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3 | How does the DOE program differ from the regular program? | Both programs share the same base eligibility requirements. DOE projects require additional proof of energy load to comply with program requirements.
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4 | How are system sizes determined in Puerto Rico? | System sizes are based on historical energy usage or load calculations.
See: PR: Site Eligibility |
5 | What if the property has an existing solar system? | Customers must remove the existing system at their own expense before proceeding. LightReach will not install add-ons or secondary systems. |
6 | What happens if the original customer passes away? | To transfer the agreement, the new customer must meet program eligibility requirements and complete the necessary paperwork. Please escalate to installer leadership. |
7 | How does customer support work in Puerto Rico? | Customers can reach out to Palmetto CX via phone at (855) 339-1831 or by emailing [email protected]. Installers have access to chat support through the LightReach portal.
See: PR: Contact Support |
8 | How do customers set up ACH payments? | ACH setup is completed through the home.palmetto.com account after signup. Customers can also contact Customer Support for assistance. |
9 | How can I track project status updates? | Installers/Reps can monitor project milestones and document statuses directly through the LightReach portal under their assigned queues. |
10 | How to complete the Terms and Conditions? | Customers review and accept the Terms and Conditions through the portal during signup.
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Pre- Install
# | Question | Answer |
1 | What is the Approved Vendor List (AVL)? | The Approved Vendor List (AVL) is a list of pre-approved manufacturers and suppliers that meet program standards for quality and compliance.
Installers must purchase materials and equipment only from vendors listed in the Approved Vendor List (AVL) for PR projects.
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2 | What is the Site Assessment Review Program and when should we exit it?
| This is a onboarding offering for new partners to help screen installation pre-review to ensure site eligibility, speak to your RM and QC Tech about when is appropriate to exit this program
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3 | What is covered under the Solar Ready Repair Policy? | The DOE grant accommodates 3K of home repairs as part of each project, this document outlines what is required in the Scope or work.
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4 | How do I order materials for a project? | Material ordering must follow PR Material Ordering guidelines to ensure timely delivery and compliance with project specifications.
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Installation (M1)
# | Question | Answer |
1 | What checklist should be used for M1 installations? | The PR Installation (M1) Checklist outlines the tasks and documentation required for a successful M1 submission.
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2 | What photos are required for M1 documentation? | Photo documentation must follow the PR Install Guide standards, covering equipment placement, electrical components, and site setup.
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3 | What design documents are needed for M1? | Installers must submit Design Deliverables per the PR Design Deliverables guide, including system layouts and electrical diagrams.
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4 | What is the Meter Main SRR Recommendation? | Installations may need main panel upgrades following the Meter Main SRR (Solar Ready Recommendation) guidelines.
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5 | Where can I find guidance on the connectors? | Connector installation must follow specifications outlined in the Connector Guide for safety and compliance.
See: PR: Connector Guide |
6 | What is PWRcell System Mode - Clean Backup? | The Clean Backup Mode ensures backup systems are correctly configured before activation. Refer to the PWRcell System Mode documentation.
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7 | How do I confirm Monitoring Site ID and Portal Access? | Installers must ensure the Monitoring Site ID is created and portal access is set up during installation.
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8 | What permits are required for M1? | All permit deliverables must be submitted as listed in the Permit Deliverables guide to move forward with inspections.
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Post- Install (M2)
# | Question | Answer |
1 | What documents are required for M2 activation? | Installers must submit final photo documentation, updated system settings, and any as-built changes as part of the PR Activation (M2) Requirements.
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2 | How do I know if my project is ready for PTO? | Once the activation documents are reviewed and approved, the project can proceed to PTO (Permission to Operate). |
3 | Who do I contact if my activation submission is delayed? | If an M2 submission is pending review or you encounter issues, escalate to installer leadership or open a chat with LightReach support |