Help Center
[PaaS] Proposal-as-a-Service FAQ
Published on 1 Mar 2022
In this article, we outline a list of FAQs related to Solargraf’s Proposal-as-a-Service (PaaS) feature.
Note that we have other articles related to Solargraf’s proposal-as-a-service feature linked below:
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Requesting Revisions
- How much does it cost to have my project revised?
Currently, Solargraf does not charge users for revision requests on proposal orders.
- I need my design to be revised, how do I request a revision?
At this time, the only way to request a revised design is via our regular support channels. Please contact our support team via the channels listed on the support page. Remember to let the support agent know that you require assistance in regards to our proposal-as-a-service (PaaS) service.
Once you submit a revision request, our designers will complete the revision within 1 business day.
To view the revised design of your project, click on the dropdown menu to the left of the Manage Options button, and select the option titled Revision 1 of Proposal Order.
Once you submit a revision request, our designers will complete the revision within 1 business day.
To view the revised design of your project, click on the dropdown menu to the left of the Manage Options button, and select the option titled Revision 1 of Proposal Order.
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Refunds
- How do I receive a refund on my order?
Refunds for any reason can be requested by creating a support ticket via any of our support channels listed on the Support page. Your refund should be processed within 1 business day.
Once your refund has been processed, the project owner should receive an email confirming the refund (to test and double-check this). This email should also contain the reason for the refund.
Once your refund has been processed, the project owner should receive an email confirming the refund (to test and double-check this). This email should also contain the reason for the refund.
- Why was my order refunded?
Our designers may refund your order for many reasons. Some common reasons for refunding your order are:
- Technical issues within our system resulting in late or delayed orders.
- The order does not meet our scope of supported projects, such as pre-builts and large commercial projects over 200 kW in size.
- Unclear instructions or missing and incorrect information in the order form.
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Questions About Orders
- Do you support commercial projects?
Currently, our proposal service has a project size limit of 200 kW per project. Commercial orders for projects under 200 kW in size will be treated as large residential projects by our designers.
- Why were the panels placed on one roof facet instead of another?
When our designers receive your order, we will make judgement calls as we see fit. For example, we will likely maximize the number of panels placed on any South-facing roof facets before using the East and West facing sides while taking into account the offset requirements.
North facing facets are usually ignored unless we require more roof area to meet your desired utility offset, or otherwise stated in your order form instructions (ie. Max-fit design).
North facing facets are usually ignored unless we require more roof area to meet your desired utility offset, or otherwise stated in your order form instructions (ie. Max-fit design).
- I placed an order by mistake, what can I do?
If you placed an order by mistake, please contact our support team right away via any of our support channels listed on the Support page.
Our proposal admins will refund you as long as you contact us within a reasonable timeframe. Keep in mind that you may have to wait 1 business day before you can receive an update.
Our proposal admins will refund you as long as you contact us within a reasonable timeframe. Keep in mind that you may have to wait 1 business day before you can receive an update.
- I typed in the wrong information on the order form, what can I do?
Once your order has been submitted, it is not possible to change or edit the information on your order form.
If you’d like to edit any of the information listed under Project Settings, you will have to wait until our designers complete the design before accessing the Project Settings section of your project.
Any further changes in the design will have to be requested via a revision by creating a support ticket via any of our support channels listed on the Support page. Keep in mind that you may have to wait 1 business day before you can receive an update.
Alternatively, if you would like to edit the drawing on your own, please clone the drawing completed by our designers using Solargraf's Good/Better/Best option before making changes to the drawing. You can learn more about Solargraf's Good/Better/Best feature in this article here: Good/Better/Best: Creating Multiple Project Options
If you’d like to edit any of the information listed under Project Settings, you will have to wait until our designers complete the design before accessing the Project Settings section of your project.
Any further changes in the design will have to be requested via a revision by creating a support ticket via any of our support channels listed on the Support page. Keep in mind that you may have to wait 1 business day before you can receive an update.
Alternatively, if you would like to edit the drawing on your own, please clone the drawing completed by our designers using Solargraf's Good/Better/Best option before making changes to the drawing. You can learn more about Solargraf's Good/Better/Best feature in this article here: Good/Better/Best: Creating Multiple Project Options
- I don’t have any utility bills yet, can I still place an order?
The utility bills you enter are used to meet the utility bill offset on the order form.
If you do not have any utility bills from the homeowner yet, we recommend using the Comments section of the order form to provide alternative instructions to our designers. For example, you can tell our designers to "Ignore the utility bill offset and max fit the roof by placing as many panels as possible".
Keep in mind that entering accurate utility bills is a judgement call that you have to make to decide what's best for your company. Below are more ideas on what you can do if you do not have a utility bill:
If you do not have any utility bills from the homeowner yet, we recommend using the Comments section of the order form to provide alternative instructions to our designers. For example, you can tell our designers to "Ignore the utility bill offset and max fit the roof by placing as many panels as possible".
Keep in mind that entering accurate utility bills is a judgement call that you have to make to decide what's best for your company. Below are more ideas on what you can do if you do not have a utility bill:
- Use the default monthly bill of $150/month in Solargraf
- If your homeowner has lived in a similar-sized home in the past (with the same number of occupants), you can use their past bills
- If you are able to obtain bill estimates from the same neighborhood with similar occupancy and expected energy demands, then you can use those utility bills as well.
- Can I expedite my proposal order?
Currently, it is not possible to expedite an order. Our designers will complete any orders based on the date and time the order was placed.