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Warranty & Service Information
Warranty & Service Information

Full breakdown of LightReach's Protect Warranty

Carolina - LR Product Ops avatar
Written by Carolina - LR Product Ops
Updated over a month ago

All LightReach Energy Plan sales include our most robust Protect coverage package. In addition to things like proactive monitoring, this Protect package also encompasses all of the various extended warranties for the homeowner.

During the sales process, homeowners can be assured that their Protect package will give them peace of mind and robust warranty coverage.

Warranties

Item

Fine Print

Performance Guarantee

25 Year, 90%

3 Year True Ups, if necessary
Extreme scenarios such as force majeure, elective remodels, or customer-caused damage excluded from PG coverage.

Proactive Monitoring

& Service

General maintenance and upkeep.

Workmanship

25 Years

Roof Penetration

10 Years

Panels

25 Years unless otherwise specified

Inverters

25 Years unless otherwise specified

Storage

25 Years unless otherwise specified

Service Information

1

Who is responsible for physically executing service work?

Generally, a Palmetto technician (or Palmetto Independent Contractor) will be dispatched to provide service.
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Servicing LightReach assets will be completed by a combination of Palmetto and our network of in-house service technicians, local service partners, and LightReach partners, as well as our broader service partner, Omnidian. Additional details on this scenario found below.

Additional Details

  • LightReach provides a work order with details on project and scope (via email, typically)

  • Service ownership will be determined by a combination of geography and hardware.

  • Upon completion, technician provides detailed report of work and invoice. So long as the report is fully detailed, the specific form software/medium does not necessarily matter (sitecapture, etc)

  • Invoice paid upon verification that the visit fully solved the issue at hand and system is operational.

  • Smaller, routine jobs (maintenance, inverter swap or troubleshooting) typically follow a standard price per visit, as set in the partner agreement. More unique or larger service visits may be custom quoted by the Certified Installer.

2

How do customers request service?

Contact Palmetto CX via phone (855) 339-1831, email [email protected], or by submitting this form at www.palmetto.com

3

Customer reroof or renovation

In the event of major home renovations (reroof/siding or major construction, etc) and the homeowner needs panels temporarily removed:

  1. Homeowner contacts LightReach to provide reasonable notice and coordinate timing

  2. Homeowner is issued invoice for equipment removal and reinstallation. Reconfiguration costs, if applicable, will be added (due to roof layout changes, etc).

Additional Details

  • Costs calculated on situation-by-situation basis, including labor rate at time of the renovations, number of panels and roof type/orientation, etc. In event of reconfiguration, any new interconnection, permitting, or other third party approval fees will apply.

  • Prices cannot be quoted in advance, and are influenced by multiple factors (listed above). However, a rough rule of thumb can be considered from $200-$500 per panel for removal and re-installation. Disclaimer: we publish this number as an example reference for our Installers. Installers should take every precaution in ensuring this example number is not treated as a firm quote for homeowners, as it can and will vary based on the unique site conditions.

  • Energy Plan billing will not be paused due to home renovations. Homeowner will be provided with a written estimate before any service commences in these scenarios.

4

Emergency Service Response

An event posing risk to people or property requiring immediate action requiring immediate preventative or remedial action (emergency service).
​

Process:

  1. Service Request: Palmetto contacts EPC via email and phone.

  2. EPC Response: Acknowledge and act promptly. If unable, LightReach may engage another provider and charge EPC, plus a 20% markup for installation-related issues.

  3. Customer Reporting: If the customer notifies EPC of an emergency, EPC should advise them to contact the Palmetto Help Desk to create a service work order, ideally while on the call with the customer.

  4. Examples: Includes but are not limited to active roof leaks, thermal events, electrical outages, etc.

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Question

Answer

1

What services are billable to the HO?

In general, billable services to the homeowner include anything initiated by the homeowner.
​
This includes two main areas.
1. Homeowner elective work: Such as panel cleaning, critter guards, temporary removal & reinstallation (R&R), renovations, etc.
2. Homeowner failure to maintain site: Such as critter damage, roof leak/damage inspection unrelated to solar, etc.
​
These situations are distinct from typical warrantied/covered service work, such as routine maintenance, parts replacements, etc.

2

Service response times?

Non emergency work orders typically take 48-72 hours to process. As of 2024, median resolution time was approximately 14 days, depending on customer availability, any applicable costs, and other factors.
​
Emergency service is dispatched on an ASAP basis.

3

The equipment had a defect. Who pays?

Items such as equipment defects/repairs/replacements are covered under the Palmetto Energy Plan.

4

Is the Installer ever liable for costs?

Generally speaking , Certified Installers are not liable for routine service and maintenance unless the issue arises from improper installation classified as a workmanship error or a significant roof leak.
​

Workmanship issues include water intrusion in waterproof components, grounding faults from pinched wires, loose connections, etc.
​

The Certified Installer is not responsible for product failures due to normal use, wear and tear, or force majeure.
​

LightReach will determine the root cause of any issues and reserves the right to to claw back applicable funds.

5

Homeowner cell connection?

Cell cards are included (requirement on all LightReach installs).

6

Force Majeure?

In the event of a catastrophic event, or force majeure, LightReach will replace the panels at no cost to the homeowner. LightReach assumes the risk associated with force majeure events. However, production guarantee during any down period of a force majeure event is not included. Additionally, we do not guarantee replacement/fix times due to a force majeure event.

Force majeure events are defined in the contract, and include scenarios such as extreme weather events or extreme geo-political events.
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Example: A hurricane destroys a home and takes several months or years to rebuild. Panel replacements are covered, however, production guarantee does not apply to that down time.

Example: A panel is damaged by hail. LightReach will replace that panel at no cost to the homeowner, however, production guarantee does not apply to that down time.

7

How are issues flagged?

Once activated, Palmetto will monitor the customer's system for issues. If an actionable issue is detected, the customer will be contacted to troubleshoot remotely or schedule service. Solar systems are monitored three times a day via automated production data pulls from inverters. An email and service case will be generated for alerts that remain unresolved after 48 hours.

8

Who is Omnidian?

Omnidian is our broader service partner, handling LightReach assets beyond Palmetto's geographic and hardware service areas.

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