What's new?
Field Service Processes
Operations and Maintenance (O&M)
Critical Situationsand Damage
Elective Removal and Reinstall (R&R)
What's New?
Operations and Maintenance (O&M)
Critical Situationsand Damage
Elective Removal and Reinstall (R&R)
- Numbered list
- Numbered list
- Numbered list
- Numbered list
- Numbered list
- Numbered list
What's new?
What are you looking for?
Operations & Maintenance (O&M)
O&M Intake
O&M Manual Workflow
O&M Simplified Workflow
What's new?
System Performance Issue Intake
Simplified Workflow Eligibility Guidelines
Case Reason
Metering, System Failure, System Under-Performance, Activation, Hazardous Situations, Non-Production Site Issue
Installer
Sunrun or install partner is not accepting service work
‘Out of Market’
Customer-Owned without Protection Plus
New Homes, Multifamily, or Military Privatized Housing
O&M Zip Service Territory
Acquisition Channel
Agreement Type
Verfify the issue
Is there a case already created?
NO
YES
Sunrun Monitoring
Third-Party Monitoring
Is there a Simplified Workflow Banner?
NO
YES
Try to resolve the issue: troubleshooting
Customer-Facing
Internal (Current)
Go to
Go to
Simplified Workflow
Manual Workflow
What's new?
What's new?
O&M Simplified Workflow
Completed through case automation
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring
Completed by Field Tech
What's new?
O&M Simplified Workflow
Stage 1 Problem Identified - Case Creation
Expected Workflow
If the customer reaches out:
Issue Monitored
Remote Fix Attempt
Issue Identified
1.1
1.2
1.3
Open FS Case?
1.4
No Open FS Case?
What's new?
O&M Simplified Workflow
Stage 3 Customer Scheduling
Unable to reach the customer?
Happy path
Ready for Scheduling
Self-Scheduling Text Attempts
Appointment Scheduled
Outbound Call Attempts
3.1
3.2
3.4
3.3
PG Void + Breach of Agreement
What's new?
O&M Simplified Workflow
Service Appointment Potential Outcomes
Pending Appt Findings
Appt Not Completed?
Pull-off required
Appt Completed
Issue should be resolved
Appt Completed with follow-up visit req'd
2+ failed appts?
What's new?
O&M Simplified Workflow
Service Appointment Complete - Follow up Required
Clear path to resolution?
Pending FindingsReview
NO?
SES Support
YES!
Self-Scheduling
Replacement equipment currently unavailable?
2+ failed appts?
What's new?
O&M Simplified Workflow
Service Appointment Complete
System Health Status?
Pending Service Performance Validation
Not Healthy?
Move to Rescheduling Queue
Healthy?
Case Closed!
Asset Update Needed?
2+ failed appts?
What's new?
O&M Manual Workflow
Completed by Case Manager
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 3 Appointment Scheduling
Stage 4 VerifyingResolution
Identified by Monitoring or Customer
Completed by Field Tech
What's new?
O&M Manual Workflow
Who installed the system?
Is partner accepting work?
Partner?
Sunrun?
YES
NO
What's new?
O&M Partner Workflow
Determining + Communicating Liability
Findings Review
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
Partner Accept Work?
Accept work or not?
What's new?
O&M Sunrun Workflow
Determining + Communicating Liability
Findings Review
Dispatched to Branch
Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
Partner Accept Work?
Accept work or not?
What's new?
What are you looking for?
Critical Situations and Damage
Intake for
Critical Situations & All Damage
Damage Process
Damage Process
Roof Leak Related
Not Roof Leak Related
What's new?
Property Damage Intake
Under warranty?
Roof leak-related?
Hazardous situation?
YES
YES
YES
NO
NO
NO
What's new?
Roof Leak Response
Determining + Communicating Liability
Claim Approval or Claim Denial
Service Appointment
Roof Leak Response Investigation Appt
Case Creation
Identification, Intake, Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
Roof Leak Response - Intake
Sunrun installed?
Under warranty?
Accepting work?
YES
YES
NO
NO
Customer contacts Sunrun about leak
NO
YES
Sunrun warrantor?
Create Claim
Assignment Recommendation?
YES
Status: Denied
NO
Sunrun
Partner
What's new?
Rook Leak - Partner Assignment Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Case / PartnerManagement
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
Roof Leak Response Investigation Appointment
Follow-up appointment required?
Oucome: Sunrun at-fault?
Field Assessment
NO
YES
YES
NO
Unable to Determine (rare)
What's new?
Roof Leak Response Liability Determination
Are we settling?
Sunrun liable?
R&R required?
NO
Final Determination
YES
YES
YES
NO
NO
What's new?
Roof Leak Response Resolution
IF Sunrun liable
Damage Resolution
IF Sunrun not liable
Claim Denied
Internal Work
Settlement Quoting
Project Creation
Service Partner
Case Closure
What's new?
R&R + Damage | Sunrun-Managed
Managed through Project in Salesforce
Step 3: Roofing work + damage repairs Roof repair or replacement
Step 1 Project Creation
Step 2: Removal Removal Prep & Removal
Step 4: Reinstall Reinstall Prep & Reinstall
Step 5: Completion Closing the project and case
Completed by the case manager
What's new?
Non-Leak Related Damage
Determining + Communicating Liability
Claim Approval or Claim Denial
Service Appointment
Investigation Appt
Case Creation
Identification, Intake, Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
What are you looking for?
Removal and Reinstall (R&R)
Remi- Managed
Sunrun- Managed
R&R Intake
Elective R&R
Elective R&R
What's new?
What are you looking for?
Removal and Reinstall (R&R)
Non-Remi MarketSunrun Managed
Remi Market Full Service
Remi Market Sunrun Quoted
Damage to Elective R&R
What's new?
R&R | Sunrun-Managed
Managed through Project in Salesforce
Step 3: Roofing work Roof repair or replacement
Step 1 Intake Case and project creation
Step 2: Removal Removal Prep & Removal
Step 4: Reinstall Reinstall Prep & Reinstall
Step 5: Completion Closing the project and case
Completed with customer via chat or phone
What's new?
R&R | Remi-Managed
Managed through Project in Salesforce
Step 3 Verify Reinstall
Step 2: Verify Removal
Step 4 Closing the project and case
Step 1 Intake: Case and project creation
Completed with customer via chat or phone
What's new?
Additional Resources
O&M
R&R Basics
R&R Basics
R&R Basics
Service 2.0 Process Guide
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.
Determining Warranty Status
Use the above page for a full walkthrough to assist in determining warranty including cases of recent Removal and Reinstalls.
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.
Determining Warranty Status
Use the above page for a full walkthrough to assist in determining warranty including cases of recent Removal and Reinstalls.
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Consectetur adipiscing elit
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
- Lorem ipsum dolor sit amet.
- Consectetur adipiscing elit.
- Sed do eiusmod tempor incididunt ut.
Lorem ipsum dolor sit
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.
What is a hazardous situation?
Situations that could result in injury or worse are considered Hazardous.This includes:
- Fire Risks - flames, smoke, sparks, or fumes from the equipment
- Loose/Falling Solar Equipment
- Electrical Hazards - breakers tripping, lights flickering, or any electrical issue the customer believes to be caused by the Sunrun system
- Critical Power Outage - Power loss believed to be caused by the Sunrun System
To assess whether or not it should be created as a hazardous case, use the Severity Guided Workflow. If in doubt partner with your manager.
What is a hazardous situation?
Situations that could result in injury or worse are considered Hazardous.This includes:
- Fire Risks - flames, smoke, sparks, or fumes from the equipment
- Loose/Falling Solar Equipment
- Electrical Hazards - breakers tripping, lights flickering, or any electrical issue the customer believes to be caused by the Sunrun system
- Critical Power Outage - Power loss believed to be caused by the Sunrun System
To assess whether or not it should be created as a hazardous case, use the Severity Guided Workflow. If in doubt partner with your manager.
Remi-Managed
CX Pro & Partner Planner
In most markets, Sunrun partners with Remi to complete elective removal and reinstallations, typically due to customers needing to do roof work. Remi will manage the project and communicate directly with the cusotmer, and the CX Pro and Partner Planner team will work with Remi and the customer to ensure the project is completely smoothly and up to Sunrun's standards. This involves a consolidated project template. Remi Managed = All markets but HI, PR, WA
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.
Sunrun-Managed
Service Pipeline Specialist
In damage cases, if a system removal is needed to to properly address the leak, there will be a Sunrun-Managed R&R project, where the system removal and reinstallation, in addition to the repair work, are managed. This full project template is also used for: - Backlogged migrated elective R&R projects - Non-Remi Managed markets: HI, NJ, (?)
R&R Intake
Customer Engagement
The customer can initiate the R&R process by calling or chatting with Sunrun (web or app). The Customer Engagement Specialist team will ask the customers some questions to understand their needs and then explain our partnership with Remi to them.
- Learn more about Removals & Reinstalls
- Learn more about our Remi partnership
Field Service
Sunrun
Created on September 24, 2025
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Transcript
What's new?
Field Service Processes
Operations and Maintenance (O&M)
Critical Situationsand Damage
Elective Removal and Reinstall (R&R)
What's New?
Operations and Maintenance (O&M)
Critical Situationsand Damage
Elective Removal and Reinstall (R&R)
What's new?
What are you looking for?
Operations & Maintenance (O&M)
O&M Intake
O&M Manual Workflow
O&M Simplified Workflow
What's new?
System Performance Issue Intake
Simplified Workflow Eligibility Guidelines
Case Reason
Metering, System Failure, System Under-Performance, Activation, Hazardous Situations, Non-Production Site Issue
Installer
Sunrun or install partner is not accepting service work
‘Out of Market’
Customer-Owned without Protection Plus
New Homes, Multifamily, or Military Privatized Housing
O&M Zip Service Territory
Acquisition Channel
Agreement Type
Verfify the issue
Is there a case already created?
NO
YES
Sunrun Monitoring
Third-Party Monitoring
Is there a Simplified Workflow Banner?
NO
YES
Try to resolve the issue: troubleshooting
Customer-Facing
Internal (Current)
Go to
Go to
Simplified Workflow
Manual Workflow
What's new?
What's new?
O&M Simplified Workflow
Completed through case automation
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring
Completed by Field Tech
What's new?
O&M Simplified Workflow
Stage 1 Problem Identified - Case Creation
Expected Workflow
If the customer reaches out:
Issue Monitored
Remote Fix Attempt
Issue Identified
1.1
1.2
1.3
Open FS Case?
1.4
No Open FS Case?
What's new?
O&M Simplified Workflow
Stage 3 Customer Scheduling
Unable to reach the customer?
Happy path
Ready for Scheduling
Self-Scheduling Text Attempts
Appointment Scheduled
Outbound Call Attempts
3.1
3.2
3.4
3.3
PG Void + Breach of Agreement
What's new?
O&M Simplified Workflow
Service Appointment Potential Outcomes
Pending Appt Findings
Appt Not Completed?
Pull-off required
Appt Completed
Issue should be resolved
Appt Completed with follow-up visit req'd
2+ failed appts?
What's new?
O&M Simplified Workflow
Service Appointment Complete - Follow up Required
Clear path to resolution?
Pending FindingsReview
NO?
SES Support
YES!
Self-Scheduling
Replacement equipment currently unavailable?
2+ failed appts?
What's new?
O&M Simplified Workflow
Service Appointment Complete
System Health Status?
Pending Service Performance Validation
Not Healthy?
Move to Rescheduling Queue
Healthy?
Case Closed!
Asset Update Needed?
2+ failed appts?
What's new?
O&M Manual Workflow
Completed by Case Manager
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 3 Appointment Scheduling
Stage 4 VerifyingResolution
Identified by Monitoring or Customer
Completed by Field Tech
What's new?
O&M Manual Workflow
Who installed the system?
Is partner accepting work?
Partner?
Sunrun?
YES
NO
What's new?
O&M Partner Workflow
Determining + Communicating Liability
Findings Review
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
Partner Accept Work?
Accept work or not?
What's new?
O&M Sunrun Workflow
Determining + Communicating Liability
Findings Review
Dispatched to Branch
Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
Partner Accept Work?
Accept work or not?
What's new?
What are you looking for?
Critical Situations and Damage
Intake for
Critical Situations & All Damage
Damage Process
Damage Process
Roof Leak Related
Not Roof Leak Related
What's new?
Property Damage Intake
Under warranty?
Roof leak-related?
Hazardous situation?
YES
YES
YES
NO
NO
NO
What's new?
Roof Leak Response
Determining + Communicating Liability
Claim Approval or Claim Denial
Service Appointment
Roof Leak Response Investigation Appt
Case Creation
Identification, Intake, Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
Roof Leak Response - Intake
Sunrun installed?
Under warranty?
Accepting work?
YES
YES
NO
NO
Customer contacts Sunrun about leak
NO
YES
Sunrun warrantor?
Create Claim
Assignment Recommendation?
YES
Status: Denied
NO
Sunrun
Partner
What's new?
Rook Leak - Partner Assignment Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Case / PartnerManagement
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
Roof Leak Response Investigation Appointment
Follow-up appointment required?
Oucome: Sunrun at-fault?
Field Assessment
NO
YES
YES
NO
Unable to Determine (rare)
What's new?
Roof Leak Response Liability Determination
Are we settling?
Sunrun liable?
R&R required?
NO
Final Determination
YES
YES
YES
NO
NO
What's new?
Roof Leak Response Resolution
IF Sunrun liable
Damage Resolution
IF Sunrun not liable
Claim Denied
Internal Work
Settlement Quoting
Project Creation
Service Partner
Case Closure
What's new?
R&R + Damage | Sunrun-Managed
Managed through Project in Salesforce
Step 3: Roofing work + damage repairs Roof repair or replacement
Step 1 Project Creation
Step 2: Removal Removal Prep & Removal
Step 4: Reinstall Reinstall Prep & Reinstall
Step 5: Completion Closing the project and case
Completed by the case manager
What's new?
Non-Leak Related Damage
Determining + Communicating Liability
Claim Approval or Claim Denial
Service Appointment
Investigation Appt
Case Creation
Identification, Intake, Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What's new?
What are you looking for?
Removal and Reinstall (R&R)
Remi- Managed
Sunrun- Managed
R&R Intake
Elective R&R
Elective R&R
What's new?
What are you looking for?
Removal and Reinstall (R&R)
Non-Remi MarketSunrun Managed
Remi Market Full Service
Remi Market Sunrun Quoted
Damage to Elective R&R
What's new?
R&R | Sunrun-Managed
Managed through Project in Salesforce
Step 3: Roofing work Roof repair or replacement
Step 1 Intake Case and project creation
Step 2: Removal Removal Prep & Removal
Step 4: Reinstall Reinstall Prep & Reinstall
Step 5: Completion Closing the project and case
Completed with customer via chat or phone
What's new?
R&R | Remi-Managed
Managed through Project in Salesforce
Step 3 Verify Reinstall
Step 2: Verify Removal
Step 4 Closing the project and case
Step 1 Intake: Case and project creation
Completed with customer via chat or phone
What's new?
Additional Resources
O&M
R&R Basics
R&R Basics
R&R Basics
Service 2.0 Process Guide
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
R&R Basics
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.Determining Warranty Status
Use the above page for a full walkthrough to assist in determining warranty including cases of recent Removal and Reinstalls.
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.Determining Warranty Status
Use the above page for a full walkthrough to assist in determining warranty including cases of recent Removal and Reinstalls.
Lorem ipsum dolor
Consectetur adipiscing elit
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
Lorem ipsum dolor sit
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.What is a hazardous situation?
Situations that could result in injury or worse are considered Hazardous.This includes:
To assess whether or not it should be created as a hazardous case, use the Severity Guided Workflow. If in doubt partner with your manager.
What is a hazardous situation?
Situations that could result in injury or worse are considered Hazardous.This includes:
To assess whether or not it should be created as a hazardous case, use the Severity Guided Workflow. If in doubt partner with your manager.
Remi-Managed
CX Pro & Partner Planner
In most markets, Sunrun partners with Remi to complete elective removal and reinstallations, typically due to customers needing to do roof work. Remi will manage the project and communicate directly with the cusotmer, and the CX Pro and Partner Planner team will work with Remi and the customer to ensure the project is completely smoothly and up to Sunrun's standards. This involves a consolidated project template. Remi Managed = All markets but HI, PR, WA
System Warranties
Based on the customer's active entitlements on their service contract, you can identify if the customer's roof and/or workmanship warranties are still active.
- Workmanship Warranty: Installer/technician error issues
- Roof Penetration Warranty: Seal issues within 3 in of roof penetrations
Warranties vary by factors including agreement type, market, and agreement date. You should always refer to a customer's specific Agreement to see our customer obligations and the warranties (entitlements) attached to their Service Contract to see if they are currently active.Sunrun-Managed
Service Pipeline Specialist
In damage cases, if a system removal is needed to to properly address the leak, there will be a Sunrun-Managed R&R project, where the system removal and reinstallation, in addition to the repair work, are managed. This full project template is also used for: - Backlogged migrated elective R&R projects - Non-Remi Managed markets: HI, NJ, (?)
R&R Intake
Customer Engagement
The customer can initiate the R&R process by calling or chatting with Sunrun (web or app). The Customer Engagement Specialist team will ask the customers some questions to understand their needs and then explain our partnership with Remi to them.