Service and Support

WE OFFER LONG TERM CARE

ALL SERVICE AND SUPPORT REQUESTS PLEASE CONTACT

Office Phone: 217-344-5131 or email solar@newprairieconstruction.com

Read our feature in Smile Politely!

SERVICE:

SERVICE FOR ORPHANED SYSTEMS OR STRANDED CUSTOMERS

Transfer Monitoring for long term care. Pricing is subject to change base on market conditions, please call for current pricing. Fee covers your system’s integration into our service portal, and our team’s monitoring, ensuring optimal performance from your system.

Our monitoring service includes helping you self-correct any errors or issues, to help you avoid on-site service charges.

    • Exclusions: a) If the inverter manufacturer stops providing free monitoring or changes it to a paid service, extra charges will apply. b) If the system owner does not respond to us for 90 days. c) If the property owner changes and the contact info isn’t updated with New Prairie.

Any new homeowner would benefit from a transfer to New Prairie. Contact info must be updated to switch the monitoring over to new homeowner.

Service & Maintenance:

On-site maintenance is subject to service fees. Work outside warranty coverage incurs a minimum service fee, plus a per worker hour labor rate beyond the first hour. Materials used will be included on invoicing (stock materials ie. conduit, wiring, fuses etc). Additional travel and fuel surcharges apply for locations outside Champaign-Urbana.

Pricing Disclaimer:

If changes in industry standards, including state, or federal law shifts lead to higher cost-standards and result in increased service charges, we will apply additional fees for on-site technician’s services. You will be promptly notified if this increase happens.

Your equipment warranties that are through the manufacturer should still be valid from original purchase. Physical product replacements are typically covered. Warranty-covered products with labor reimbursement eligibility may reduce labor costs. If a labor reimbursement is not in place with the manufacturer, our invoicing will reflect that.

Important Considerations:

Inconsistent system performance may impact solar renewable energy credits (SRECs). Ensuring your system is consistently operational helps avoid potential repayment of awarded incentive payments.

Illinois Shines Consumer Protections: 

File a complaint with Illinois Shines here. The administrators will investigate the business status of your original installer and examine patterns of unresponsiveness and unfair business practices. If they confirm the business is no longer operating, they may respond accordingly. Determine your eligibility for restitution here. Since each case is unique, not every customer qualifies for restitution. File a complaint first, and then apply for restitution, as this order is crucial to the program administration. If you believe your original contractor violated your customer agreement, you may want to seek advice from an attorney. Please refer to the Illinois Attorney General’s list of legal assistance referrals. You can file a complaint directly with the Illinois Attorney General at this link.

Disclaimers: New Prairie Solar is not responsible for issues, including code violations, related to the system’s original installation. New Prairie Solar is not responsible for data connectivity beyond the system gateway, or other data connections provided by the homeowner or the Internet Service Provider. New Prairie Solar does not assume any production guarantee established by the original contractor.

To proceed, we will need your approval of the upfront and future charges, as well as acknowledgment of our disclaimers. Once approved in writing, we will send your electronic invoice and initiate the monitoring transfer. If initial repairs are needed, we will diagnose and address them promptly.

Repair and Maintenance by New Prairie Solar may void a service warranty you currently have, it is your responsibility to verify this on your original contract.

NEW HOMEOWNERS:

Congrats on your new home with New Prairie Solar System! We’re thrilled to welcome you to the neighborhood and to introduce ourselves as New Prairie Solar.

Please contact New Prairie Solar to receive a custom, comprehensive packet with information unique to the home you are purchasing.

If we had the pleasure of installing the solar energy system there, we’ve been monitoring and maintaining it ever since to ensure optimal performance.

Once you have closed on the home, our team can initiate a registration link to “MySolarEdge” that will give you access to the system data and visibility to monitor the system’s status. Please let us know when you close on the house, so that we can initiate this process in a timely manner.

The REC contract with Carbon Solutions Group for the system will need to be transferred to you as the new homeowner. Please reach to Carbon Solutions Group to complete this process.

The equipment warranties for this system will transfer seamlessly.

New Prairie’s workmanship warranty is not transferable.

The inverter typically carries a 25 year extended warranty from the date of commissioning.

Most Panels have an inclusive 12-year product warranty and 25-year linear performance guarantee.

A few tips for new homeowners:

  • We recommend contacting the power utility after the utilities are transferred to you. Request “Net Billing” or “Net-Metering” for excess generation to receive a credit on your bill, if available.
  • The system has a life expectancy of 25 years, with a 0.5% annual degradation factor affecting efficiency minimally.
  • Some maintenance over the life of the system is expected.
  • Workmanship warranty will not transfer.
  • At minimum, a standard base fee for non-warrantied solar service and maintenance will be invoiced. A per-hour labor rate apply after the first hour. Stock Materials like conduit, wiring, and fuses will be invoiced, and additional travel/fuel expenses apply for areas outside Champaign-Urbana.
  • We offer a “solar tutorial” for new homeowners. There’s a one-time fee for this service.

ORIGINAL INSTALLATION WARRANTY:

  • 10-year Workmanship Warranty will cover issues that may have happened during the installation for up to 10 years after the installation.
  • 5-year Service Warranty will cover any service fee for troubleshooting your system. If labor beyond troubleshooting is not under warranty, additional charges may apply.
  • PV systems come with a manufacturer Product and Production Warranty.

WORKMANSHIP – All workmanship is warranted for a period of 10 years from the date of system commissioning. Warranty work will be done at the discretion of NPCC. Costs incurred for work beyond items expressed in a contract’s scope of work are not included in the workmanship warranty.

SERVICE – System error troubleshooting is warranted for a period of 5 years. If further labor and repairs are required after troubleshooting, additional service fees may apply. If a manufacturer’s warranty covers the additional labor and repairs, additional charges for work beyond troubleshooting will not occur. Labor that occurs beyond the duration of our standard service warranty will incur charges, including work that exceeds the manufacturer’s product reimbursement limit. At minimum, a standard base fee for non-warrantied solar service and maintenance will be invoiced.

MONITORING – All PV installations are monitored for system faults by our team. Monitoring is included to the client for a period of 25 years, or life cycle of the system, from the date of system commissioning. NPCC is not responsible for the data connectivity beyond the system gateway or other data connections provided by the homeowner or the Internet Service Provider. Connectivity-based service work is done at NPCC’s sole discretion and may be charged at NPCC’s standard per hour labor rate with a minimum service fee charge. Our monitoring service includes self-correction guidance, to help you avoid on-site technician’s service charges when applicable.

System fault monitoring is a service provided by NPCC and can be terminated at NPCC’s sole discretion for the following reasons:

  • Monitoring capability is no longer provided by the solar inverter manufacturer or is converted to a paid service.
  • The system owner becomes unresponsive to our inquiries or attempts to communicate for a period of 90 days.
  • System property owner changes, and contact information is not updated with NPCC.

PRODUCT AND PRODUCTION –

  • SolarEdge Inverters purchased through New Prairie Solar have a 25-year warranty.  Why SolarEdge — Read Our Explanation Here!
  • PV Modules vary by manufacturer – New Prairie prefers to use panels that carry a 25-year product and performance warranty.
  • PV Roof Attachments have a 25-year leakproof warranty.