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1. Solar-As-A-Service
2. Partner Sales Ethics Standards
3. Selling Ethically at Sunrun: Partner
1. Solar-as-a-Service
Learn more about Sunrun-owned systems also called solar-as-a-service. This includes leases and power purchase agreements.
Approx 15 minutes
Understand the details of solar-as-a-service including payment options, coverage and the benefits it offers to customers
Know how to discuss solar-as-a-service with a customer
Have confidence navigating the most frequently asked questions you are likely to hear from your customers
Solar-as-a-service is our most popular product nationwide and gives homeowners a simple way to use clean energy. Understanding the product and nuances allows you to explain how simple solar can be for your customers.
Even if solar-as-a-service is not the preferred product in your market, you will be using a consultative approach and should recommend the best option based on a customer's situation that Sunrun offers.
Sunrun created a solution: Solar-as-a-service, or more specifically, the power purchase agreement (PPA). Customers can use clean energy without upfront cost, taking on debt, or responsibility that comes with a purchase.
There are many names for solar-as-a-service. You'll see one of two names on an agreement. In some markets, it's called a Power Purchase Agreement or PPA. Some markets require it to be a lease with slightly different terms. Finally, you may hear other terms like: third-party-owned, TPO, or Sunrun-owned that all describe solar-as-a-service.
Purchase affordable solar electricity
Lock in their price for electricity for 20 or 25 years (length varies by market not by customer choice)
Prepay for their electricity or install solar with no upfront cost
Protect themselves from utility rate increases
Have a more predictable (often lower) electric bill
Solar-as-a-service allows homeowners to:
Install solar without worrying about maintenance, insurance, or liability of the system
Choose their preferred payment method either paying monthly or upfront
How does it work?
Your customer's needs along with your input determine the system design. Based on system size, location, and sun hours, our software comes up with an estimate of how much electricity it will produce.
The customer either pays upfront (prepaid) or with a fixed monthly bill based on the electricity the system is expected to produce.
Sunrun installs the system and takes care of it for the lifetime of the agreement, according to the agreement terms. This includes inverter and battery replacement and fixing issues not caused by abuse or misuse.
Sunrun proactively monitors the system for the lifetime of the agreement to ensure it is working and guarantees the production.
Sunrun owns the system, the customer owns the electricity the panels produce
Predictable cost for 20 or 25 years of electricity
Sunrun maintains, monitors, warrants, and insures the system
90% performance guarantee*
Sunrun claims the tax credit and incentives*
The agreement is transferable if the home is sold
Payments
With solar-as-a-service, customers can pay monthly or can prepay the entire term of the agreement.
Monthly
$0 down, the first payment is due 60 days after permission to operate (PTO) which is when the system is activated
Requires no initial investment or deposit - assuming the home is solar ready. There may be additional costs necessary (i.e. re-roofing) to get the home ready to install solar
Annual increase (also called annual escalator)
The choice is based on customer preferences, how long the customer plans to be in the home, their goals, etc.
No annual escalator: For customers who want to lock in their rate from the beginning with no increase for 20/25 years. This rate starts higher.
With an annual escalator: For customers who want to save more from day 1 with a predictable annual increase. The exact yearly increase varies by market. This rate starts lower and meets the no escalator rate about the halfway point of the agreement term.
At the end of the agreement, the customer pays a similar amount with either option.
Prepaid
$500 is due at signing the agreement. It is payable with a checking or savings account, or a credit or debit card.
The remaining balance is due upon installation.
Customers can receive additional coverage and support that that they wouldn't if purchasing the system outright
Overall payment total is discounted relative to what the customer would pay for a monthly solar-as-as-service option.
Why would a customer choose a lease/PPA?
Wants solar made simple
Use clean energy without taking on debt or responsibility
Maintain a similar level of responsibility as with their utility
Desires predictability and peace-of-mind
Utilities can't guarantee future rates and increase rates often due to maintenance costs for outdated infrastructure and exacerbated by natural disasters
Gain control and predictability by knowing exactly what they’ll pay for power for the next 20+ years
Looking for instant savings on their electric bill
Lock in an affordable, predictable rate
Savings grow as utility rates rise
Why wouldn’t a customer choose a lease/PPA?
Desires ownership
Leasing is not for everyone. Some people lease solar, others buy as some see owning the panels as the most valuable option.
Desires to claim tax credits personally
Tax credits apply differently for each person depending on their specific financial situation. For some, claiming the tax credit themselves can be a better deal.
Desires greatest added value to their home
Many studies show adding solar to a home increases the home's value. Some see owning the panels as the most valuable option. Customers focused on adding value to their homes may see this as a driving factor.
1 What happens if I move?
Contact Sunrun before selling your home and we’ll support you through the process. We’ve already helped tens of thousands of customers transfer their service!
2 How do I make my monthly payments?
The easiest way is through ACH (automated clearing house) payments! Your monthly payment already reflects a $7.50 discount for this method. You can set this up through your mySunrun app, mysunrun.com or directly at Checkout in the Sales Platform.
You can also use a check or money order. Be aware that your payments will be $7.50 higher than reflected on your proposal.
You cannot pay by credit card.
3 Is there a lien on my house?
No! We file a UCC-1 fixture filing showing that we have interest in the solar system but not in your home.
Solar is removable equipment so there are no liens or security interests.
If you want to refinance your home, give us a call and we will temporarily remove the fixture filing at our cost. Once the refinance is complete, the UCC-1 fixture filing will be re-instated.
4 Do I have options to buy the system down the road?
Yes! You can purchase your system for fair market value any time you are selling your home, at the end of year 5, or at the end of the agreement. An independent appraiser determines the fair market value. If the customer purchases their system, they will assume responsibility for maintenance, insurance, etc.
5 What are my options at the end of the agreement?
Remove the system at no cost and have the roof restored to similar condition prior to installation
Remove the system at no cost and upgrade to a new system
Renew the agreement for a set timeframe (5 years in California, 1 year in all other markets)
Purchase the system at fair market value
2. Rules of Engagement - Selling Ethically at Sunrun: Partner
Our primary focus when interacting with and selling to customers is always to deliver a world-class customer experience
We want all customers to be happy and excited to refer their friends and family
To ensure healthy competition that puts the customer first across all sales channels, we created our Rules of Engagement
These rules focus on avoiding issues that could harm the customer experience
Though it is unlikely that you will need these rules frequently, you should understand them and the disciplinary action you will be subject to if you do not follow them
Following the Rules of Engagement
It is your responsibility to determine if a customer has a signed agreement with Sunrun or one of our partners
If a customer signs two (2) agreements with different sales reps, Sales Compliance will review. Typically, the first to reach Stage 4 - Agreement Signed in Salesforce will stand.
If the customer has a signed agreement
Reinforce the relationship the customer has with Sunrun and disengage from sales discussions
DO NOT say the customer could get a better or different offer from you
Refer the customer to their original sales rep to discuss their initial agreement
I understand you’re concerned about your agreement. Because you already have a signed agreement, I can’t create a new one.
We care about your experience. Your original sales rep can resolve your concern.
If the customer wishes to cancel their agreement
Have the customer contact Customer Care or their sales rep
You cannot request cancellation for an agreement that was not signed with you
Creating new opportunities
Duplicate opportunities
Direct sales reps and partners can create and work opportunities for the same address until the customer signs an agreement
Sunrun direct sales reps cannot create or work duplicate opportunities at any stage and may not close company opportunities (retail, 3rd party, digital, etc.) to create self-gen or referral opportunities
Once there is a signed agreement, Salesforce prevents the creation of other opportunities
Do not bypass any Salesforce blocks
Abandoned customers
You may create a new opportunity for an abandoned customer once the opportunity moves to Stage 11- Closed Lost
At-risk customers (ARC)
You may create a new opportunity for a customer in Stage 8- At-Risk Customer if there is not a resolution within 10 days of the opportunity entering Stage 8
Cancellations
You may create a new opportunity when an At-Risk Customer (ARC) case is Ready for Cancellation
Referrals
Follow the same guidelines for referred customers as non-referred customers
Retail (For direct sales reps)
A Clean Energy Ambassador (CEA) cannot confirm if a signed agreement exists It is your responsibility to determine if the customer already has a signed agreement
Reporting violations
Report potential violations to your manager or account manager and do not contact the customer during an investigation
Investigations should be completed in 10 business days
When investigating, Sales Compliance
Reviews Salesforce to confirm dates, timestamps, Docusign geo-tracking information, notes, and verification calls
Attempts to contact the customer to understand the issue
Contacts the sales reps if needed
Comes to a conclusion
When the investigation is complete, Sales Compliance informs the involved parties involved and management
For violations by Partner sales reps, the Account Manager works with the Partner Company for disciplinary action
For violations by Sunrun Direct sales reps, the People team and manager administer disciplinary action
Rules of Engagement cases
Do not contact other sales reps involved in the case before, during, or after the case
After an investigation, all parties will be notified regarding which agreement is active and will progress
Only the sales rep with the active agreement should contact the customer
Cases with a customer’s Notice of Cancellation
All customer cancellation requests must be escalated
Any cancellation request will start the cancellation process
Once an agreement is canceled, the sales rep is no longer permitted to contact the customer
Cases without a customer’s Notice of Cancellation
Sales Compliance will
Contact the customer to review their experience
Ask questions and document the customer’s responses
Verify which agreement the customer prefers to continue with and confirm their selection via email
Email the parties involved communicating which agreement is active
Cancel the inactive agreement
Disciplinary action and resources
A violation of the Code of Conduct or Rules of Engagement results in the following penalties:
Remember: A violation occurs when two (2) sales reps get signed agreements for the same customer with the same opportunity address
Field Sales, Inside Sales, D2H, and Fusion reps may see an impact on their pay as well as changes to the opportunity owner for any offenses
Major infractions have the potential to receive a level 3 or 4 penalty
Resources
For questions regarding this policy, please contact
Sales Compliance
3. Partner Sales Ethics Standards
Selling ethically
✅ DO: Determine whether the potential customer’s home is suitable for solar, and avoid promising more than Sunrun can deliver
✅ DO: Help customers identify what they’re looking for and how you can assist them with their choice
✅ DO: Abide by no trespassing and no soliciting laws and signs
❌ DON'T: Don’t disregard what the customer is asking and wants
❌ DON'T: Don't make offensive jokes or harass the customer
❌ DON'T: Don't spread rumors or gossip about competitors or utility companies
Forgery
✅ DO: Be honest and transparent with your peers, customers, and others
✅ DO: Provide them with all of the information they need to make an informed decision
❌ DON'T: Don’t create fake email addresses for customers or claim the product has costs or capabilities that it doesn’t
❌ DON'T: Don't create any written “side agreements” that amend or conflict with the terms of the Sunrun agreement
❌ DON'T: Don't sign or initial any documents on the customer’s behalf, even if the customer asks you to
Misrepresentation
✅ DO: If you make any verbal promises about the benefits of solar, ensure that they are reflected in the agreement
✅ DO: Make sure you are clear in telling the homeowner that you don’t work with the utility company, solar is not free, and they will still make payments
❌ DON'T: Don’t pretend to have external non-Sunrun approved partnerships
❌ DON'T: Don’t omit or manipulate information, or mislead anyone
❌ DON'T: Don’t leave people with assumptions that aren’t true
❌ DON'T: Don’t misrepresent the terms of the agreement
❌ DON'T: Never represent that you work for a utility company or a government agency
Marketing and Communications
✅ DO: You may only use authorized materials provided by Sunrun
✅ DO: Make sure to comply with Sunrun’s Telemarketing Policy, Social Media Policy, and any other relevant policies
✅ DO: Use only approved and standardized email signatures with correct branding
❌ DON'T: Don’t create your own marketing or promotional materials.
❌ DON'T: Don’t use social media platforms to make marketing schemes.
❌ DON'T: Don’t waste your time navigating all the laws about what we can and cannot say in marketing. Let the people who are
paid to know the laws ensure everything is above board.
Elderly and other customers
✅ DO: Assess whether the homeowner displays the mental capacity to decide if Sunrun is right for them
✅ DO: Assess their understanding of technology
❌ DON'T: Don’t continue with a sale if the customer does not fully understand the decision
❌ DON'T: Don’t propose a Sunrun agreement to someone who seems confused, who doesn't appear to understand the costs or benefits, or who doesn’t appear to possess the ability to fulfill their obligations to Sunrun
Verification call
A verification call is a quality assurance step where new customers speak to Sunrun to confirm key points of the agreement.
✅ DO: Ensure a verification call is completed with the customer for every signed deal
✅ DO: Ensure you are following state-specific requirements as applicable
❌ DON'T: Don’t complete a verification call with someone other than the customer who signed the deal
❌ DON'T: Don’t coach or assist a customer with their personal information or email, or prompt them on how to answer
Language
✅ DO: Communicate with customers in the same language as the agreement that you are presenting
✅ DO: Provide a copy of the agreement in the same language that you spoke to the customer
✅ DO: Ensure the verification call is also done in the same language
❌ DON'T: Don’t make a presentation and verification call in Spanish but have the customer sign the agreement in English. This will invalidate the agreement.
Credit
✅ DO: A prescreen of a potential customer’s credit can be run before they are contacted
✅ DO: Hard credit checks require the customer’s express authorization
✅ DO: Customers should always receive a copy of the credit decision
❌ DON'T: Don’t run a hard credit check without the customer’s express authorization
❌ DON'T: Submit fraudulent information for a hard or soft credit check
❌ DON'T: Never substitute or allow the customer to substitute another person's information (People check their credit reports, and they’ll know!)
Contract terms and conditions
✅ DO: Provide the customer a copy of the solar or battery agreement in the language in which you sold Sunrun products and/or services to the customer
✅ DO: Ensure the customer understands and agrees to all terms and conditions before signing the agreement
✅ DO: Ensure all contracts are signed by the customer on their own device, not on yours
❌ DON'T: Don't create any written “side agreements” that amend or conflict with the terms of the agreement
❌ DON'T: Don't promise customers anything that contradicts the terms of their agreement, including but not limited to any promise concerning: (a) energy production; (b) a customer’s ability to terminate the agreement after the system is installed; or (c) the cost of removing the system temporarily, the service transfer process and applicable fees, and weather-related damage coverages
Cancellations
✅ DO: Make the customer aware that they have at least 3 business days to cancel their agreement for any reason after signing
❌ DON'T: Don’t avoid informing the customer of the right to cancel the agreement
Be Professional
Be professionalSunrun Logins
Keep your login information (username and password) private; Do not share your login information with anyone
Don’t share passwords if your teammate forgets theirs or is already logged in; Never use anyone else’s login credentials for work that you are doing
All sales reps can only have one login at a time for a specific partner - duplicate accounts will be deactivated
Licensing
You may not use anyone else’s license or information to sell solar
It is expected that all individuals selling Sunrun products obtain the proper licensure for the state or states where they sell
Not doing so may result in termination and personal liability
Rules of Engagement
Determine if a customer has already signed a Sunrun Agreement with Sunrun or one of its Partners by asking the customer during the intro call, at the beginning of the appointment, or by receiving a deal registration block in Salesforce
If an agreement is already in place, disengage with the customer and refer them back to their original rep
Retail
When working with a Sunrun-approved retail partner, review and adhere to the retail code of conduct
Don’t be a jerk
Treat consumers, customers, and your coworkers with respect, and build a winning culture
Don’t try to bully your way into getting other departments at Sunrun to do what you want
Remember that everyone has processes and rules they need to follow
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Reporting violations of sales ethics
Report any potential violations to your manager, the Sales Compliance Team (complianceops@sunrun.com), the Legal Team (integrity@sunrun.com), or Sunrun’s whistleblower reporting system, NavEx
Don’t hope that the behavior self-corrects over time
We are accountable to current and potential customers to ensure any potential violations are reported and investigated
Investigation and review process
Be available, open, and honest if you are asked to participate in any investigation by the Employee Relations Team or the Legal Team
At Sunrun there is zero tolerance for retaliation for bringing forward a good faith allegation or participating in an investigation
During an investigation
Don’t lie or bend the truth
Don't talk to your peers about investigations
Don't avoid the investigator
Don’t contact the customer about the investigation
Penalties and consequences
If you violate the Code of Business Conduct and Ethics or any other Sunrun policy, you may face disciplinary consequences up to and including termination or a prohibition from selling Sunrun products and services