Customers tend to misunderstand the way SolarTech monitoring works.
SolarTech is only alerted after the system has been down for 24 hours.  SolarTech normal business hours are 8 am – 4:30 pm Mon. – Fri., once staff is in the office alerts are tended to on a first come first serve basis.  Once the system has been down, we are then alerted, and can schedule a service call to have a technician review the system to find the faults.  We understand clients can be frustrated when scheduling service, sometimes we have calls scheduled out weeks in advance because the service demand at that time is so high.  It is understandable that customers feel upset having to wait in line for service when their products are under warranty.  Just like a normal product process, we must work with our dealer to remedy customer problems.  Sometimes this is software updates, hardware issues or replacements.

The good news is how your solar system is designed to work.  Your solar system is designed to reset as necessary in the event of a power failure or issue with WiFi.  Your solar array is designed to produce energy over-time.  You average out the credits you earn with the amount of energy you use over the year with your true up bill.  Normally a solar system is sized to 100% to about 110% to offset the energy the home of business uses.  This being the case, usually the true up bill credits will average out with the loss of production to come to a zero bill, even if you have had issues with the solar system throughout the year.  The even better news is SunPower has been known to work with customers and if they are at fault will work to remedy the situation and, in some cases, may reimburse if they are at fault.  SolarTech stands behind SunPower products and service.  We love hearing from our clients how much money they are saving from the premium solar array we have installed for their home or businesses.  Be part of the money saving crowd with Solar by SolarTech.
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SolarTech is not automatically alerted to down systems or system changes right away to allow for system inaccuracies to happen.  For instance, we are not alerted when the system is shaded abnormally for the day.  Instead, we are alerted after a period of time (24 hours) if the system is still not producing as it should we will then schedule a service call.  Of if WiFi goes down, which happens frequently, we are not instantly alerted, we are alerted after 24 hours.  This allows the system to restart and reconnect to WiFi without producing a service action item for SolarTech.  Since some of the issues tend to self-rectify the situation, there is no need for service to be alerted instantly.  There are also firmware updates which are controlled by SunPower.  These can be done remotely and can take time or be very quick.  We are not told when updates happen from SunPower.  So, when we say SolarTech monitors 24/7, we do, and we are here for service if you need it.  We appreciate the SunPower service structure and work within the confines of the SunPower Service Process as it is set up.

SolarTech customers understand how monitoring of their systems work and continue to provide accolades and approval.
Understanding how premium solar products work in conjunction with service is key to a happy customer relationship. 

SolarTech is proud to be Celebrating 20 Years Powering California homes and businesses.
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