Field Service Processes
Operations & Maintenance (O&M)
Roof Leaks, Damage & Repairs
Elective Removal and Reinstall (R&R)
What are you looking for?
Operations & Maintenance (O&M)
O&M Intake
O&M Manual Workflow
O&M Simplified Workflow
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
Is there a Simplified Workflow Banner?
Third-Party Monitoring
NO
YES
Try to resolve the issue: troubleshooting
Customer-Facing
Internal (Current)
Go to
Go to
Simplified Workflow
Manual Workflow
Completed through case automation
O&M Simplified Workflow
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring
Completed by Field Tech
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?
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
O&M Simplified Workflow
Service Appointment Potential Outcomes
Appt Not Completed?
Pull-off required
Pending Appt Findings
Appt Completed
Issue should be resolved
Completed: with follow-up visit req'd
2+ failed appts?
O&M Simplified Workflow
Service Appointment Complete - Follow up Required
Clear path to resolution?
NO?
SES Support
Pending FindingsReview
YES!
Self-Scheduling
Replacement equipt unavailable?
2+ failed appts?
O&M Simplified Workflow
Service Appointment Complete
System Health Status?
Not Healthy?
Move to Rescheduling Queue
Pending Service Performance Validation
Healthy?
Case Closed!
Asset Update Needed?
2+ failed appts?
Completed by Case Manager
O&M Manual Workflow
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring or Customer
Completed by Field Tech
O&M Manual Workflow
Is partner accepting work?
Who installed the system?
Partner?
Sunrun?
YES
NO
O&M Partner Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Accept work or not?
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
O&M Sunrun Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Available for work or not?
Dispatched to Branch
Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What are you looking for?
Roof Leak Related
Damage Process
Damage Intake
Damage Process
Not Roof Leak Related
Property Damage Intake
Under warranty?
Roof leak-related?
Hazardous situation?
YES
NO
YES
YES
NO
NO
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
Roof Leak Response - Intake
Sunrun installed?
Under warranty?
Accepting work?
YES
YES
NO
NO
NO
YES
Customer Contacts Sunrun about the Leak
Assignment Recommendation?
Sunrun warrantor?
Create Claim
Partner
Sunrun
Status: Denied
NO
YES
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
Roof Leak Response Investigation Appointment
Follow-up appointment required?
Oucome:Sunrun at-fault?
Field Assessment
NO
YES
YES
NO
Unable to Determine (rare)
Roof Leak Response Liability Determination
Are we settling?
Sunrun liable?
R&R required?
NO
Final Determination
YES
YES
YES
NO
NO
Roof Leak Response Resolution
Sunrun not liable
Damage Resolution
Sunrun liable
Claim Denied
Internal Work
Settlement Quoting
Project Creation
Service Partner
Case Closure
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
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 are you looking for?
Removal and Reinstall (R&R)
Remi- Managed
Sunrun- Managed
R&R Intake
Elective R&R
Elective R&R
What are you looking for?
Non-Remi MarketSunrun Managed
Remi Market Full Service
Remi Market Sunrun Quoted
Damage to Elective R&R
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
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
Additional Resources
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
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.
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- 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:
- The smell of burning wires, burning plastic, or smoke coming from or around the solar equipment or main panel
- Water is entering the service panel of other electrical equipment.
- Battery visibly swelling or expanding
- Visible sparks, smoke, or fire
It also includes power loss to the home only if:
- There is no utility power outage, and
- We serviced the system or the system received PTO within the last 30 days
- The customer is without HVAC (Heat or AC)
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
Megan Dunne
Created on September 24, 2025
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Transcript
Field Service Processes
Operations & Maintenance (O&M)
Roof Leaks, Damage & Repairs
Elective Removal and Reinstall (R&R)
What are you looking for?
Operations & Maintenance (O&M)
O&M Intake
O&M Manual Workflow
O&M Simplified Workflow
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
Is there a Simplified Workflow Banner?
Third-Party Monitoring
NO
YES
Try to resolve the issue: troubleshooting
Customer-Facing
Internal (Current)
Go to
Go to
Simplified Workflow
Manual Workflow
Completed through case automation
O&M Simplified Workflow
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring
Completed by Field Tech
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?
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
O&M Simplified Workflow
Service Appointment Potential Outcomes
Appt Not Completed?
Pull-off required
Pending Appt Findings
Appt Completed
Issue should be resolved
Completed: with follow-up visit req'd
2+ failed appts?
O&M Simplified Workflow
Service Appointment Complete - Follow up Required
Clear path to resolution?
NO?
SES Support
Pending FindingsReview
YES!
Self-Scheduling
Replacement equipt unavailable?
2+ failed appts?
O&M Simplified Workflow
Service Appointment Complete
System Health Status?
Not Healthy?
Move to Rescheduling Queue
Pending Service Performance Validation
Healthy?
Case Closed!
Asset Update Needed?
2+ failed appts?
Completed by Case Manager
O&M Manual Workflow
Stage 1 Problem Identified Case Creation
Service Appointment
Stage 4 VerifyingResolution
Stage 3 Appointment Scheduling
Identified by Monitoring or Customer
Completed by Field Tech
O&M Manual Workflow
Is partner accepting work?
Who installed the system?
Partner?
Sunrun?
YES
NO
O&M Partner Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Accept work or not?
Dispatched to Partner
Field Service Dispatch Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
O&M Sunrun Workflow
Determining + Communicating Liability
Findings Review
"In Progress"
Available for work or not?
Dispatched to Branch
Work Order Creation
Denial, Repair, and/or Settlement
Case Closure orProject Creation
What are you looking for?
Roof Leak Related
Damage Process
Damage Intake
Damage Process
Not Roof Leak Related
Property Damage Intake
Under warranty?
Roof leak-related?
Hazardous situation?
YES
NO
YES
YES
NO
NO
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
Roof Leak Response - Intake
Sunrun installed?
Under warranty?
Accepting work?
YES
YES
NO
NO
NO
YES
Customer Contacts Sunrun about the Leak
Assignment Recommendation?
Sunrun warrantor?
Create Claim
Partner
Sunrun
Status: Denied
NO
YES
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
Roof Leak Response Investigation Appointment
Follow-up appointment required?
Oucome:Sunrun at-fault?
Field Assessment
NO
YES
YES
NO
Unable to Determine (rare)
Roof Leak Response Liability Determination
Are we settling?
Sunrun liable?
R&R required?
NO
Final Determination
YES
YES
YES
NO
NO
Roof Leak Response Resolution
Sunrun not liable
Damage Resolution
Sunrun liable
Claim Denied
Internal Work
Settlement Quoting
Project Creation
Service Partner
Case Closure
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
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 are you looking for?
Removal and Reinstall (R&R)
Remi- Managed
Sunrun- Managed
R&R Intake
Elective R&R
Elective R&R
What are you looking for?
Non-Remi MarketSunrun Managed
Remi Market Full Service
Remi Market Sunrun Quoted
Damage to Elective R&R
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
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
Additional Resources
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
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.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:
- The smell of burning wires, burning plastic, or smoke coming from or around the solar equipment or main panel
- Water is entering the service panel of other electrical equipment.
- Battery visibly swelling or expanding
- Visible sparks, smoke, or fire
It also includes power loss to the home only if: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.