How to request service, and what happens next
Short answer
Submit a request online or call us. Tell us what you're seeing, when it started, and your Site ID if you have it. We'll look at your system remotely first — we can see a lot without leaving the office — and about six times out of ten that's enough to sort it out without anyone coming to your house.
When a visit is needed, we're typically scheduling about two weeks out.
The fastest way to reach us
Submit a service request. It's the fastest way to reach us for anything that isn't an emergency — faster than the phone, in practice. Your request lands directly in the service queue with your system details attached, you get a confirmation straight away, and you can reply to it with photos or updates as things develop. Nothing sits in a voicemail or gets lost in an inbox.
Call us if it's urgent or unsafe. An active roof leak, water near electrical equipment, visible damage to the array or wiring, a burning smell — don't file a request and wait. Call (518) 478-8365 and tell us what's happening.
What to tell us
Four things turn a two-day back-and-forth into a same-day answer:
- What you're seeing — in your own words. "No data in the app since Tuesday" is perfect. You don't need the technical term.
- When it started — a date, even approximate. This is the single most useful piece of information you can give us, because we can go to that date in your system's history.
- What changed around then — new router, new internet provider, power outage, electrical work, roof work, a storm, a new appliance.
- Your Site ID — not required, but it means we can pull your system up before we call you back.
Where to find your Site ID: open the Enphase app or mySolarEdge and look at your system name or site details — the Site ID is the number attached to your system. It's also on your original paperwork from us. You don't need it to contact us, but it speeds things up a lot.
What happens after you submit
- We look at your system remotely. Both Enphase and SolarEdge let us see production, communication status, and per-panel behaviour going back years. Often we can see the problem before we've spoken to you.
- We get back to you with what we've found and what it needs.
- If it can be fixed remotely or over the phone, we do that. Reconnecting communications, reconfiguring monitoring, walking you through a router restart — no visit, no cost, no waiting.
- If it needs a visit, we schedule one. If a part has to come from Enphase or SolarEdge, we start that claim at the same time so it isn't waiting on us.
How long it takes
For work that needs a technician on site, we're typically scheduling about two weeks out.
That's a typical case, not a promise, and these are the things that move it:
- Where you are. We cover a wide territory from Upstate through the Hudson Valley, and we group work geographically. If you're at the far edge of a region, you may wait for the next run out that way — it's the difference between a scheduled visit and an expensive one.
- How full the schedule is. Spring and early summer are our busiest months by a distance. Winter is quieter.
- Whether a part is involved. Manufacturer warranty replacements run on Enphase's and SolarEdge's timelines, not ours. We chase them, but we don't control them.
- The weather. We won't put someone on an icy or wet roof, and we won't apologise for that.
- Urgency. Safety issues and active leaks jump the queue. Say so when you contact us.
If your system is still producing — which it usually is, even when monitoring is down — a two-week wait costs you very little. If it isn't producing at all, tell us; that changes the priority.
On the day
- Someone needs to be home if we need access to the inside of the house — the inverter, gateway, or electrical panel. We'll tell you in advance whether that applies.
- Please clear access to the equipment and to any ladder set-up point beforehand.
- If you have dogs, we'd appreciate knowing.
- Expect the power to the solar system to be off for part of the visit. Your house power stays on.
- We'll tell you what we did before we leave, and it goes on your ticket.
Will there be a charge?
It depends on what's wrong and what your contract covers — and we'll tell you before we schedule anything, not after we've done the work.
What's covered? Your contract with us sets out your workmanship and roof warranty — what's included and for how long. It's worth pulling up before you call. The equipment itself (panels, microinverters, optimizers, inverters, batteries) carries its own manufacturer warranty, and we handle those claims on your behalf. If you can't find your contract, ask us and we'll help you track it down.
Before you submit: is it one of these?
These four cover most of what comes in, and each one has an article that may save you the wait entirely:
- My system stopped reporting — start here
- My production looks low — is something wrong?
- I changed my internet — what do I need to do?
- Snow and ice on your solar panels
Ready for us to take a look?
This is the fastest way to reach our service team. It goes straight into the queue with your system details attached, so nothing gets lost in a voicemail. You'll get a confirmation, and you can reply to it with photos or updates as things develop.
Include your Site ID if you have it. It lets us pull up your system and check your monitoring data before we get back to you, which often saves a visit entirely.
Prefer to talk it through? Call (518) 478-8365.
How soon will someone come out? When a visit is needed, we're typically scheduling about two weeks out. That's a typical case rather than a promise — how far you are from us, how full the schedule is that month, and whether a part has to come from Enphase or SolarEdge all move it. If something is urgent or unsafe, say so in your request and we'll treat it differently.
Last verified: August 2026