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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)

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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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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