The Pro Monitoring Response Plan

Rest easy knowing your system is backed by the experts who built your system. Here is how we resolve issues when they arise:

1. AI-Powered Detection
Our 24/7 AI oversight identifies any production dip or system error the moment it occurs. You don't have to watch the app—we're already on it.

2. Instant Remote Intervention
Once an error is flagged, our technicians immediately begin remote troubleshooting. We'll notify you that we're working in the background to get you back to peak performance.

3. Seamless Resolution
If we can fix the issue remotely, the service is fully included in your monthly subscription. You'll receive a confirmation that your system is healthy and your "bill certainty" is restored.

4. Proactive Expert Outreach
If the issue requires a closer look, we won't leave you guessing.

• Critical Issues: You'll receive a phone call within 24 hours to discuss the best path forward.
• Non-Urgent Updates: You'll receive a text, email, or app notification with clear next steps.

5. Your Choice for a System Visit & Repair
If an in-person visit is needed, you choose the coverage that fits your budget. As a Pro member, you have access to exclusive service rates:

• Option 1: Sunrun Inspect ($499/year): Our best value. This add-on covers your service visit and will include annual in-person inverter & battery inspections along with guaranteed service appointments within 14 days of critical error detection (CA only).
• Option 2: One-Time Service ($600): A flat-rate fee for a single, comprehensive in-person diagnostic and repair visit.

6. Efficient & Transparent Hardware Resolution
If our technician determines that hardware needs to be replaced, we prioritize a "one-stop" fix to save you time. Here is how the costs are handled:

• Warranty-Covered Equipment: If the hardware is under manufacturer warranty, there is no charge for the equipment. You're only charged for the service visit and logistics of the swap on-site.
• Out-of-Warranty Equipment: If the component is no longer covered by the manufacturer, we will provide a transparent quote for the replacement part.
• The "One-Visit" Advantage: Our trucks are stocked with the most common components. By swapping equipment during the initial diagnostic visit whenever possible, we help you avoid the cost and hassle of a second service appointment.