What is covered in Haven's Energy Service Agreement?

Haven's responsibilities:

• Managing battery settings: We'll make sure your system has enough stored energy to protect you against outages (AKA reserve capacity) and meets the SGIP requirement to participate in a demand response program.
• Monitoring and diagnosing system performance: This may involve real-time tracking of key system metrics, including solar energy production, battery charge and discharge levels, and overall system performance.
  • If any issues arise, the system will automatically generate alerts, allowing Haven to remotely diagnose and troubleshoot the issue. In most cases, we can resolve problems without the need for an on-site visit. However, when necessary, Haven will dispatch a qualified technician to address the issue promptly and safely.
• Performing preventive + corrective maintenance: We use system monitoring alerts to keep your system operating at peak performance.
  • Software and firmware updates are regularly performed to maintain battery and inverter performance. This is often required by manufacturers to preserve warranty validity.
  • Haven performs on-site repairs for covered issues, minimizing system downtime.
    All costs related to system maintenance are covered by Haven, unless the issue results from customer actions.
  • If a covered part – such as a panel, inverter, or battery module – fails under warranty, Haven facilitates a full replacement at no cost to the customer.
  • If a component is out of warranty, Haven assesses and presents cost-effective repair or replacement options.
• Processing any manufacturer warranty claims:
  
  • Haven determines whether an issue qualifies for a warranty claim.
  • If the issue falls under the manufacturer’s warranty, Haven coordinates the claim process directly.
  • If the issue is not covered by the manufacturer’s warranty (e.g., physical damage due to weather), Haven will assess alternative solutions, which may include insurance claims or out-of-warranty repair options.
    

Customer responsibilities:

Because Haven owns and maintains the system, your responsibilities are simple:

• Speak up if you notice anything unusual happening with your system, such as system alerts in your app, performance concerns, or visual damage. It's important to share any issues as soon as you spot them.
• Provide safe access to your system for maintenance and repairs. We’ll always coordinate with you in advance.
• Avoid tampering with or modifying system components to keep warranties valid — since we own and maintain them, we’ll handle all service needs.
• Maintain internet connectivity for system monitoring.
• Keep shading (trees, new structures) from affecting panel performance. 
  

If you have solar panels installed, there are a few things you can do, additionally, to get the most out of your system: 

• Trim back trees: The more sun on your panels, the better. Keep nearby trees trimmed to allow as much sunshine to reach your panels as possible.
• Spray dusty panels: Just a few rainy days a year is enough to clean your panels. If you live in a particularly dusty area, you may hose them off using a low-pressure setting (do not use pressure washers as it can void the warranty). And remebt to do it from the ground to be safe.
• Watch for falling snow: It's normal for snow to stick to solar panels. Resist the urge to clean them. Once the sun comes out, the panels will warm up and the slow will eventually slide off. Remember to be careful and watch for falling snow! If you are concerned about how much snow is building up on your panels, you can use a broom to clean them off but avoid anything sharp, which can damage the panels and void the warranty.
  

What happens at the end of the contract?

At the end of your agreement, you have options. You can extend your contract so you can continue enjoying the system, transfer ownership of the system to yourself (the specific terms for transfer can be found in your contract), or have Haven remove it at no cost to you.

We’ll review all available options with you as you approach the end of your contract.