Solar
Design and Installation
Marketing and Sales
Business Growth
Customer Contracts and Agreements
About this course
Residential solar systems come with contracts that span 20-25 years. Solar company staff need to become experts in each of the agreements and contracts that are utilized in the development and execution of residential solar construction projects, so that they can communicate these details clearly to their customers. Understanding key components and the role that each of these documents serve for the company and the customer set clear expectations around the project, its execution, and the ongoing relationship between the homeowner, the utility, and the solar installation company.
Setting clear expectations and following through on those expectations allows solar companies to provide great customer service, build a happy customer base, and cultivate referral business.
This course is perfect for any one who may be answering questions from homeowners, including (but certainly not limited to) customer service staff, the operations team, and sales reps.
This course was created in partnership with ReVision Energy for inclusion into their 2-year Customer Service Apprenticeship Program. Subject matter experts from Solar United Neighbors, Sun Tribe Trading, BayWa r.e., Sol-Ark, and EnergySage have contributed to the creation of this course.
Ready To Sign Up Today? Click Here to Enroll
Learning Objectives
- Describe the purpose of key customer agreements related to residential solar construction projects, including construction contracts, change orders, service agreements, product & labor warranties, utility agreements, and rebate and tax documentation.
- Explain the specific terms of standard contracts and agreements to residential customers.
- Identify technical project details for inclusion in standard customer contracts and agreements.
- Determine the obligations of various parties to a standard customer contract or agreement.
- Identify the role of governmental agencies in regulating customer contracts and agreements.
Course outline
7 modules • 106 assignments • 7:20 hours of video lectures
Welcome • 5 assignments
Orientation Materials
Welcome • 5 assignments
Orientation Materials
This course is self-paced, so you don’t need to be logged in at any specific time. You can get started immediately after you enroll and the course materials will remain in your account with minimum guaranteed access for 12 months (1 year) after enrollment.
- Follow HeatSpring on LinkedIn
- Meet Brit - Co-Instructor for the Course (03:26 minutes)
- Meet Vaughan - Co-instructor for the course (04:35 minutes)
- Set up email notifications and your student profile
- Introduce yourself on the discussion board
Module 1 • 5 assignments
Course Overview and Introduction
Module 1 • 5 assignments
Course Overview and Introduction
- LECTURE: Welcome and Course Overview (06:55 minutes)
- READING: Course disclaimer
- LECTURE: The Importance of Agreements in Customer Service (11:42 minutes)
- READING: Solar Owner's Manual | Solar United Neighbors
- KNOWLEDGE REVIEW: The Importance of Agreements
Module 2 • 17 assignments
Construction Agreements - Construction Contracts & Change Orders
Module 2 • 17 assignments
Construction Agreements - Construction Contracts & Change Orders
- Meet Chris Gordon, Corporate Counsel at ReVision Energy (01:10 minutes)
- LECTURE: Overview of Construction Agreements | Chris Gordon, ReVision Energy (02:38 minutes)
- LECTURE: Commercial Construction Agreements | Chris Gordon, ReVision Energy (03:28 minutes)
- LECTURE: The Role of Construction Agreements | Chris Gordon, ReVision Energy (07:58 minutes)
- LECTURE: What other parties influence a construction agreement? | Chris Gordon, ReVision Energy (01:48 minutes)
- LECTURE: Standardizing the Contract Process | Chris Gordon, ReVision Energy (05:58 minutes)
- LECTURE: Contract Handoffs During the Installation Process | Chris Gordon, ReVision Energy (03:00 minutes)
- LECTURE: Using the Contract to Support Customer Service | Chris Gordon, ReVision Energy (02:46 minutes)
- LECTURE: Term of Construction Agreements | Chris Gordon, ReVision Energy (03:17 minutes)
- READING: Sample Solar Installation Contract (.docx)
- INTERVIEW: The Role of Construction Agreements in the Construction Process | Chris Gordon, Corporate Counsel at ReVision Energy (21:29 minutes)
- LECTURE: The Importance of Standardized Contracts | Chris Gordon, ReVision Energy (03:29 minutes)
- LECTURE: Overview of Change Orders | Chris Gordon, ReVision Energy (05:13 minutes)
- LECTURE: Changes that Might Result in Change Orders | Chris Gordon, ReVision Energy (03:24 minutes)
- LECTURE: Who is Typically Responsible for Executing Change Orders? | Chris Gordon, ReVision Energy (01:25 minutes)
- LECTURE: Are there Times When a Change Requires a New Contract? | Chris Gordon, ReVision Energy (01:26 minutes)
- KNOWLEDGE REVIEW: Construction Agreements and Change Orders
Module 3 • 12 assignments
Utility Agreements – Interconnection
Module 3 • 12 assignments
Utility Agreements – Interconnection
- INTERVIEW: What is Interconnection? | Corey Ramsden, Solar United Neighbors (08:20 minutes)
- REFERENCE: State Interconnection Report Cards | Freeing the Grid
- INTERVIEW: The Interconnection Process| Corey Ramsden, Solar United Neighbors (10:43 minutes)
- LECTURE: Interconnection Documentation | Vaughan Woodruff, ReVision Energy (17:18 minutes)
- LECTURE: IREC Simplified Process Application | Vaughan Woodruff, ReVision Energy (14:31 minutes)
- STANDARD FORM: IREC Simplified Process Application and Interconnection Agreement (.pdf)
- LECTURE: IREC Fast Track and Detailed Study Interconnection Agreement | Vaughan Woodruff, ReVision Energy (13:34 minutes)
- STANDARD FORM: IREC Fast Track and Detailed Study Interconnection Application (.pdf)
- STANDARD FORM: IREC Fast Track and Detailed Study Interconnection Agreement (.pdf)
- LECTURE: IREC Certification of Completion | Vaughan Woodruff, ReVision Energy (04:03 minutes)
- STANDARD FORM: IREC Certification of Completion (.pdf)
- KNOWLEDGE REVIEW: Interconnection Documentation
Module 4 • 17 assignments
Utility Agreements - Compensation
Module 4 • 17 assignments
Utility Agreements - Compensation
- READING: What is net metering and how does it work? | EnergySage
- READING: Virtual net metering - What is it? How does it work? | EnergySage
- INTERVIEW: Overview of Net Energy Billing | Corey Ramsden, Solar United Neighbors (15:32 minutes)
- REFERENCE: Database of State Incentives for Renewables & Efficiency | North Carolina Clean Energy Technology Center
- INTERVIEW: Customer Considerations for Net Energy Billing | Corey Ramsden, Solar United Neighbors (13:21 minutes)
- PODCAST: Reversing the Grid | The Accidental History of Solar Power
- LECTURE: Introduction to Net Metering Contracts | Vaughan Woodruff, ReVision Energy (04:22 minutes)
- LECTURE: Net Metering Policies | Vaughan Woodruff, ReVision Energy (03:33 minutes)
- LECTURE: Common Net Metering Contract Provisions | Vaughan Woodruff, ReVision Energy (05:09 minutes)
- LECTURE: Customer Support for Net Metering Contracts | Vaughan Woodruff, ReVision Energy (09:58 minutes)
- REFERENCE: Sample Single Owner Customer Net Energy Billing Agreement | Central Maine Power (.pdf)
- REFERENCE: Sample Single Owner, Multiple Account Customer Net Energy Billing Agreement | Central Maine Power (.pdf)
- INTERVIEW: Overview of Solar Renewable Energy Certificates (SRECs) | Ian Ayers, Sun Tribe Trading (14:49 minutes)
- INTERVIEW: The Customer Experience with SRECs | Ian Ayers, Sun Tribe Trading (16:21 minutes)
- REFERENCE: Database of State SREC Programs
- REFERENCE: Guide to Making Claims About Your Solar Power Use [REC use]
- KNOWLEDGE REVIEW: Utility Compensation
Module 5 • 16 assignments
Manufacturer Warranties
Module 5 • 16 assignments
Manufacturer Warranties
- READING: The most important warranties for your solar installation | EnergySage
- LECTURE: Product Warranties | Brittany Heller, HeatSpring (14:37 minutes)
- READING: Solar panel warranties: What to know | EnergySage
- READING: Solar inverter warranties: What's covered? | EnergySage
- READING: Battery warranties: What you need to know | EnergySage
- INTERVIEW: Overview of Product Warranties | David Dunlap, BayWa r.e. (19:07 minutes)
- INTERVIEW: Product Warranties Claims and Customer Support | David Dunlap, BayWa r.e. (20:26 minutes)
- INTERVIEW: The Warranty Relationship with a Manufacturer | John Cromer, Sol-Ark (17:20 minutes)
- INTERVIEW: Managing Product Warranties | John Cromer, Sol-Ark (21:47 minutes)
- INTERVIEW: Product Warranty Claims and Customer Support | John Cromer, Sol-Ark (13:19 minutes)
- READING: PV Module Limited Warranty | Qcells (.pdf)
- READING: AC Battery Warranty | Tesla (.pdf)
- READING: Labor Reimbursement for Warranty Service | Enphase Energy (.pdf)
- READING: Grid-Interactive Inverter Warranty | SolarEdge (.pdf)
- READING: Racking Limited Warranty | IronRidge (.pdf)
- KNOWLEDGE REVIEW: Service & Warranty
Module 6 • 19 assignments
Service Contracts, Workmanship Warranties, and Operations & Maintenance (O&M) Agreements
Module 6 • 19 assignments
Service Contracts, Workmanship Warranties, and Operations & Maintenance (O&M) Agreements
- READING: Solar O&M Considerations for Contractors | Aurora Solar
- READING: An overview of solar O&M plans and providers | EnergySage
- INTRODUCTION: Amanda Bybee and Amicus O&M Cooperative (03:48 minutes)
- LECTURE: Setting Customer Expectations with Agreements and Consistent Communication | Amanda Bybee, Amicus O&M Cooperative (04:38 minutes)
- LECTURE: Maintaining Perspective in Solar Customer Service | Amanda Bybee, Amicus O&M Cooperative (04:38 minutes)
- LECTURE: How Technical Does a Solar Customer Service Representative Need to Be? | Amanda Bybee, Amicus O&M Cooperative (02:37 minutes)
- LECTURE: Strategies for Using Service and O&M Contracts to Support Customers | Amanda Bybee, Amicus O&M Cooperative (04:37 minutes)
- LECTURE: Workmanship Warranties | Amanda Bybee, Amicus O&M Cooperative (03:56 minutes)
- LECTURE: Operation and Maintenance Agreements for Large-Scale PV Facilities | Amanda Bybee, Amicus O&M Cooperative (07:13 minutes)
- LECTURE: Guarantees in Operation and Maintenance Agreements | Amanda Bybee, Amicus O&M Cooperative (03:12 minutes)
- LECTURE: Manufacturer Considerations in Solar Customer Support | Amanda Bybee, Amicus O&M Cooperative (05:19 minutes)
- LECTURE: Servicing Facilities Built by Other Companies | Amanda Bybee, Amicus O&M Cooperative (04:35 minutes)
- LECTURE: Making Service Departments Profitable | Amanda Bybee, Amicus O&M Cooperative (02:41 minutes)
- READING: Solar O&M: Tips for Contractors, The Future of Solar & Workforce Development | HeatSpring
- READING: Example of Scope of Work Document | National Renewable Energy Laboratories (.pdf)
- READING: Example Description of Operations Services | National Renewable Energy Laboratories (.pdf)
- READING: Example Description of Maintenance Services for Commercial Ground Mount Installations | National Renewable Energy Laboratories (.pdf)
- READING: Example Description of Maintenance Services for Commercial Rooftop Installations | National Renewable Energy Laboratories (.pdf)
- KNOWLEDGE REVIEW: Service Contracts, Workmanship Warranties, and O&M Agreements
Module 7 • 10 assignments
Other Types of Project Documentation
Module 7 • 10 assignments
Other Types of Project Documentation
- LECTURE: Residential Tax Credits and Performance Incentives| Spencer Fields, Energy Sage (05:45 minutes)
- LECTURE: An Overview of Standard Commercial and Residential Incentives | Spencer Fields, Energy Sage (09:24 minutes)
- REFERENCE: Database of State Incentives for Renewables & Efficiency (DSIRE)
- LECTURE: Other Types of Project Documentation | Brittany Heller, HeatSpring (20:50 minutes)
- REFERENCE: IRS | Residential Clean Energy Credit
- REFERENCE: IRS|FAQ Sheet for Residential Clean Energy Credit
- STANDARD FORM: IRS Form 5695 Residential Energy Credits
- REFERENCE: Department of Energy | Homeowner's Guide to the Federal Tax Credit for Solar
- KNOWLEDGE REVIEW: Other Types of Project Documentation
- ASSIGNMENT: Build your list of resources for your local area
Conclusion • 5 assignments
Feedback and Additional Resources
Conclusion • 5 assignments
Feedback and Additional Resources
This is our last module but you still have access to the all of course materials for 12 months (1 year), so keep working and you'll be able to complete the course at your own pace. After your year of access expires you can optionally extend access with a HeatSpring Membership. Enjoy the course and keep in touch!
- LECTURE: Quick summary and thank you for joining the course! | Brittany Heller, HeatSpring (03:17 minutes)
- 1 Year of Access to Course Materials
- Feedback: 2-minute Exit Survey
- Consider Joining as a HeatSpring Member
- Certificate of Completion: Request a Certificate
Continuing Education Units
Approved for the following CEUs
Approved NABCEP CEU Hours
| NABCEP Credential | Advanced Hours for Exam | Recertification CEU Hours | NEC | JTA | RE Elective | Building or Fire Code |
|---|---|---|---|---|---|---|
| 2 | 15 | 0 | 15 | 15 | 0 | |
| 0 | 12 | 0 | 0 | 0 | 0 | |
| 0 | 15 | 0 | 0 | 15 | 0 | |
| 0 | 15 | 0 | 0 | 15 | 0 | |
| 15 | 15 | 0 | 15 | 15 | 0 | |
| 0 | 15 | 0 | 0 | 15 | 0 |
Instructors
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Brittany Heller has been in the solar industry in a variety of roles since January 2015. She began her solar career in residential sales in New Orleans. She then moved to Denver where she completed a Construction Fellowship with GRID Alternatives Colorado, building a wide portfolio of solar projects all benefiting income-qualified families. In April 2018, she began her... Learn more
Frequently asked questions
How does this course work?
This 6 module course is delivered entirely online. This course is self-paced and you can set your own schedule to complete the materials. During your year of access the instructor will be in the course answering questions on the discussion board. After successfully completing the course, you will be able to generate a certificate of completion.
How long do I have access to the materials?
Students can pre-order but will not be able to access the full course materials or earn a certificate of completion until the course is fully published. Once the course is published any students who have pre-ordered will then have access to the course materials for one year (365 days). After the one year of access expires, access can be extended by joining as a HeatSpring member. A single membership extends access to course materials for all past enrollments.
Is there a certificate of completion?
Yes, when you complete this course you are eligible for a certificate of completion from HeatSpring. You can download your certificate as soon as you have completed all of the course requirements. Students can easily share their verified certificates on their LinkedIn profiles using our LinkedIn integration.
Can I register multiple people?
Yes please visit our HeatSpring for Teams page to get a group discount.
