This article outlines how LightReach partners (EPCs) receive, document, and invoice Palmetto-issued service work orders. It also defines the responsibilities of LightReach, its partners, and customers during the service lifecycle.
1. Responsibilities
This section outlines the responsibilities of all parties involved in
the LightReach service process, including LightReach, LightReach Partners, and Customers.
1.1 LightReach Responsibilities:
LightReach oversees the end-to-end service experience for all customers, including proactive issue detection, warranty management, and partner coordination.
Servicing the System | Customers initiate service requests by contacting the Palmetto Help Desk via phone, email, chat, or the online service form. Phone:(855) 339‑1831 Email: [email protected] Help Center: help.palmetto.com
If the system is onboarded with Omnidian, customers are routed to Omnidian’s support center. Otherwise, Palmetto’s Aftermarket Service (AMS) team manages the case through resolution. |
Intelligent Issue Detection |
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Emergency Service |
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Service Coordination |
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Service Level Agreements (SLAs)
Milestone | Completion Timeline |
Accept Service Work Request | 2 Business Days |
Attempt Scheduling | 2 Business Days |
Complete Service & Resolve Issue | 10 Business Days |
Exceptions:
Homeowner unresponsiveness, inclement weather, equipment shipping delays, or multi‑visit repairs.
Determining the Billable Party
LightReach covers all service costs for workmanship, product failure, and system warranties.
Customers are billed only when damage results from gross negligence, intentional harm, or failure to maintain the system/home as required.
Examples of non-covered services: critter remediation, snow guard installation, roof repairs, removal/reinstallation for roof work, or pre‑existing issues.
1.2 LightReach Partner Responsibilities
Respond to service requests within 2 business days.
Perform work only with written authorization from Palmetto or LightReach Service.
Complete service work within 10 business days, barring delays listed under exceptions.
Provide a comprehensive service report (see Section 3), including photos, root‑cause analysis, and, for RMA cases, serial numbers of replaced and new parts and the OEM case number when applicable.
For emergency work, partners must prioritize safety, promptly acknowledge contact, and complete repairs as quickly as reasonably possible.
If a partner refuses or fails to respond to an authorized service request within 2 days, LightReach may assign another provider and back‑bill cost + 20% if found workmanship‑related.
Partners may not independently perform or initiate repairs on LightReach systems without prior written approval.
1.3 Customer Responsibilities
LightReach customers are expected to:
Contact Palmetto Help Desk for all service needs—never contact the EPC directly without LightReach authorization.
Maintain their home and system in accordance with the Operations and Maintenance (O&M) obligations outlined in their agreement. This includes:
Keeping vegetation trimmed to prevent shading.
Protecting panels from debris and pests.
Maintaining a functional internet connection for system monitoring.
Allowing LightReach or its contractors reasonable access for inspections and maintenance.
Refrain from unauthorized modifications that may affect system performance.
Immediately report suspected damage or unsafe conditions.
In the event of an emergency, call Palmetto Help Desk at (855) 339‑1831 or email [email protected].
Note: Damage caused by customer negligence, property modification, or obstruction of system access may void certain warranty protections.
2. Service Request Routing
Palmetto routes each service request to the most suitable partner based on location, scope, and performance history.
For issues deemed covered under a partner’s workmanship warranty, Palmetto will first offer the original installer the opportunity to remedy the situation. LightReach partners should expect to receive a detailed service request via email sent to the post-installation contact on file.
If needed, partners can update their service contact by visiting the LightReach Portal → Organizations and Settings → Emails → Service (Post-PTO).
If the partner declines the request or fails to respond within 2 days (per Article 8, Section 8.2.3), Palmetto reserves the right to reassign the work order to another contractor and back-bill the partner cost + 20% if the issue is later determined to fall under workmanship warranty.
3. How to Report Service Findings
Palmetto Service team sends all work orders via email to the post-installation service contact on record.
Partner Responsibilities
Acknowledge receipt of the email within 2 days.
Use the same email thread for all communications and updates.
Provide results in one of the following forms:
Preferred: PDF report with photos and notes
SiteCapture report
Email with photo attachments and detailed text notes
Report Requirements
Every report must include:
- “As Arrived/Found” condition — pre-work documentation, photos, and notes
- “As Departed” condition — post-work documentation, repairs, and photos
- Detailed summary of work performed and outcomes
- In case of RMA (Return Merchandise Authorization), the report must include the serial numbers of all replaced and newly installed parts. If the RMA is initiated by the partner, include the OEM case number for reference.
4. Reimbursement for Non-Workmanship Issues
If a site visit is not covered under workmanship warranty, the partner may request reimbursement.
Invoicing Rules
Up to $500: Palmetto will approve and pay without prior approval.
Over $500: Written approval from the Service Project Coordinator (SPC) is required before performing work.
Invoice must include:
- Site address and customer name
- Detailed work description
- Itemized costs
- Any pre-approval correspondence (if applicable)
5. How to Submit Invoices
Send invoices to: [email protected]
Include in your submission:
- Customer name and address
- Work order number (WO#)
- Service date(s)
- Detailed description of completed work
- Cost breakdown (labor, materials, travel)
- PDF report and supporting photos
Processing details:
- Invoices are routed to the Service Project Coordinator who issued the WO.
- Allow up to 10 business days for approval and routing.
- For status updates, contact the assigned SPC.
- For unresolved or delayed issues, escalate to your Relationship Manager (RM).
6. Non-Response or Refusal to Service
If a partner does not acknowledge or refuses the WO within 2 days, Palmetto may reassign it to another contractor. If the original issue is confirmed as workmanship, the partner may be back-billed cost + 20%.
7. Compliance and Quality Expectations
All partners must:
- Follow OEM specifications and LightReach quality standards.
- Ensure all technicians are certified as required by the manufacturer.
- Meet all local AHJ codes and safety requirements.
8. Escalations and Dispute Resolution
If there’s disagreement about whether a service issue is workmanship-related:
1. Discuss directly with the assigned SPC.
2. If unresolved, escalate to your RM.
3. For continued disputes, follow the escalation path in your partner agreement.
9. Quick Reference — Partner Checklist
Acknowledge WO email within 2 days
Use same email thread for all updates
Document “As Found” and “As Departed” conditions
Include serial numbers and OEM case number (if applicable)
Submit report and photos (PDF preferred)
Seek pre-approval if >$500
Email invoice and report to [email protected]
Contact SPC for status or RM for escalations