Palmetto System Service FAQ

Updated over 2 weeks ago

Experiencing an issue with your Palmetto solar system? We're here to help! This FAQ provides quick answers to common questions about system service, damage, and what to do in various scenarios.

Important: System coverage through Palmetto is only available for customers enrolled in a Palmetto Energy Plan (lease/PPA). If you purchased your system outright or through a loan, you own the system and are responsible for any repair or damage costs.

Q: My Palmetto system appears damaged. What do I do?

Our team will work with you to troubleshoot the issue and, if necessary, coordinate a service visit to get your system back up and running smoothly.

Q: How will I know if my Palmetto system is damaged or not performing optimally?

A: We've got you covered! Palmetto actively monitors your Palmetto system for any hardware issues or production losses, ensuring everything operates as it should.

For your peace of mind, you can also proactively monitor your system's performance using the Palmetto app. The app provides real-time insights and will notify you of any hardware alerts, keeping you fully informed.

Important: If you observe any physical damage to your solar system, please notify us immediately. If it's safe to do so, capture pictures of the damaged area.

Q: If the electrical grid goes down, will my Palmetto system continue to provide power?

A: For solar systems without a backup battery, power will not be supplied during a grid outage. Your Palmetto system is designed to work in conjunction with the grid for safety and regulatory reasons.

Q: Who is responsible for the cost of servicing and repairing damages caused to my system?

A: We understand that unexpected events can occur. Responsibility depends on how your system was purchased:

• Palmetto Energy Plan (Lease): Palmetto covers the cost of parts and labor for qualifying damage, including certain severe weather events or natural disasters.
• Cash or Loan Purchase (System Ownership): You are responsible for repair and damage costs. We can still help coordinate service, but the cost will be out of pocket.

Q: My roof was damaged during a storm, and my solar panels are in the way. How do I get my roof repaired?

A: We're equipped to safely remove and reinstall your Palmetto solar system, allowing for necessary repairs to the underlying roof structure. When planning roof repairs or replacements, it’s essential to involve your solar provider to ensure the panels are handled correctly, protecting both the system and its warranty. Attempting to have a roofing contractor handle this task may lead to improper reinstallation, which could void your warranty or cause system issues.

Important:

• Removal/reinstallation and roof repair costs are not covered by Palmetto, regardless of plan type.
• Damage to your roof caused by severe weather or natural disasters may not be covered.
• Use Qualified Professionals: Always rely on your solar provider or their authorized technicians for panel removal and reinstallation.
• Coordinate Early: Begin the coordination process as soon as you plan roof work to avoid delays.
• Document the Process: Keep records of all communications, agreements, and work performed for future reference. Removal and reinstallation of solar panels are generally billed separately from your standard solar service agreement, typically on a time-and-materials basis. Request a detailed estimate from your provider to understand the costs involved.

Q: If I lose power due to a severe weather event, will I receive compensation for this downtime through my performance guarantee?

A: No. Performance guarantees apply under normal operating conditions. Outages or production losses caused by severe weather or natural disasters are not eligible for compensation.