Support

SUPPORT: In these phenomenal times of Powur’s industry changing growth it is imperative to communicate at the highest level of efficiency. Please utilize the following resources & channels & reach out to your team leadership for any additional questions

HOW TO GET HELP: (Pre Sale, Post Sale, Tier3 Projects, & Customer Care)

PRE SALE: (in order):

1.) Knowledge Base: https://help.powur.com

2.) TST Slack Group: https://join.slack.com/t/tstpowur/shared_invite/zt-25doiaxck-Y7AR_GwMNMO63mJrMQ03TA

3.) Tier 3 Seller you have used or know

4) Sales Support via chat: https://chat.powur.com

5.) Sales Support via email: [email protected]

6.) If over 1 business day then reply to the email ticket from #5 and add [email protected] to the email

POST SALE: (in order)

1.) Check milestone tab in project for updates

2.) Leave a ticket in the project and allow up to 24 business hours for a response

3.) First Escalation - Sales Support via Chat: https://chat.powur.com

4.) Second Escalation - Send email with along with a screenshot of the ticket in the body to [email protected] and be sure to include customer name and Project ID in subject line

IS IT A TIER 3 TAGGED ON THE PROJECT?:

1.) Ask the Tier 3 seller

2.) If Tier 3 needs help they follow steps above

GENERAL QUESTIONS:

1.) Can you Google it?

2.) Can you search YouTube?

CUSTOMER FACING SERVICE Email: [email protected] Chat: https://chat.powur.com/ Phone: 866-GO-Powur

HELP DURING INSTALL Phone: 866-GO-Powur

GENERAL ETIQUETTE:

1.) Please ask questions to your team groups and leaders /mentors when possible.

2.) After searching Knowledge Base and University, we like questions directed to our team WhatsApp group because then everyone benefits from answers.

Powur Contacts:
Sales Support: [email protected], [email protected] / Mon-Fri: 7am-6pm PST

Financing: [email protected]

Billing – [email protected]

Customer Care (For Homeowners) Chat: https://chat.powur.com/ Phone: 1-866-GO-Powur

Email: [email protected]

Enterprise Support:3

Live Chat (Select "I am an Enterprise subscriber" when beginning the chat)

Email: [email protected]

Hours of Operations: Mon-Fri - 7 am - 6 pm PST

Recruiting / Team Placement Issues:

Email [email protected] and CC Beth Robinson ([email protected])

Vision Proposal Software Support: – [email protected]

Sunnova Support: – Account Manager – Jay Balatbat – [email protected] 1.866.SUNNOVA (866.786.6682), [email protected], [email protected]

Everbright Team: – Isha Richardson – Account Manager Email: [email protected], [email protected] - 877-465-2496

Goodleap Team: – Dustin O’Dell, Senior Director of Goodleap: Email: [email protected], 844-910-0111