The Pro Monitoring Response Plan

Here is our process for identifying and resolving system issues:

1. Automated Detection
Our 24/7 AI oversight identifies production drops or system errors when they occur.

2. Remote Troubleshooting
When an error is flagged, technicians begin remote troubleshooting. We will notify you that remote diagnostics are underway.

3. Remote Resolution
If the issue is resolved remotely, the service is fully included in your monthly subscription. You will receive a confirmation once production is restored.

4. Proactive Outreach
If an issue requires an in-person visit, we will contact you with next steps:

• Critical Issues: A phone call within 24 hours of detection.
• Non-Urgent Issues: A text, email, or app notification.
  
  

5. Service & Repair Options
If an in-person visit is required, you select your preferred service option:

• Option 1: COMING SOON Sunrun Inspect ($499/year): An annually renewing subscription that covers the service visit fee and includes one annual in-person inverter and battery inspection. For critical errors, service appointments are guaranteed within 14 days of sign-up (California only).
  
• Option 2: One-Time Service ($600): A flat-rate fee for a single in-person diagnostic and repair visit.

6. Hardware Replacement & Billing
If a technician determines hardware must be replaced, costs are handled as follows:

• Under Warranty: The replacement equipment is provided at no charge. You are responsible only for the service visit fee and on-site logistics/labor.
• Out of Warranty: You will receive a quote for the cost of the replacement hardware.
• One-Visit Resolution: Technicians carry common components to complete diagnostics and hardware swaps during the same visit whenever possible to eliminate additional scheduling.