Who is Omnidian?

Palmetto has partnered with Omnidian to provide you with the solar industry’s leading performance monitoring and five-star customer support experience. Omnidian’s mission is to protect and accelerate investments in clean energy through innovative technology, passionate teams, and an amazing customer experience. They are responsible for the performance of over 170,000 residential and commercial solar systems nationwide.

How do I know Omnidian is a company I can trust?

The nation’s top solar lenders and investors count on Omnidian to protect their solar investments, and now you have access to the same investment-grade protection that these industry leaders rely on.

If I have a problem/service issue who do I contact?

From your Palmetto Account, tap Service to request maintenance services, or Support to connect with our Customer Experience team. For questions about your system’s performance or service, we will connect you directly with an Omnidian solar expert.

If you’ve forgotten your password or do not have access to your Palmetto account and the Palmetto App, you can go to Palmetto.com, click “Login” and then click “Don’t remember your password?” to reset. You can also contact our Customer Experience team at 855-339-1831 or help@palmetto.com.

Why is Omnidian contacting me?

Your solar system now includes Palmetto Protect powered by Omnidian! Omnidian’s Intelligent Issue Detection proactively detects 92% of system-related issues, and they contact you to troubleshoot or schedule service—often before you even know that there’s an issue!

What does my Essentials protection include:

As part of your system’s installation, you receive the following benefits from Palmetto:

• Equipment Warranties: Panel (25 years), Inverter (12 years)
• Workmanship Warranty (10 years)
• Roof Penetration (5 years)

With Protect Essentials, Omnidian’s technology and solar experts will support the following benefits:

• Intelligent Issue Detection
• Remote Diagnosis & Troubleshooting
• Proactive Service Alerts
• 5-star Customer Support
• Service Coordination

How will I know if my system is not working properly?

Omnidian’s award-winning team knows solar systems. Their proprietary technology monitors your system and remotely diagnoses issues. If there’s a problem that needs attention, their solar experts contact you—and get to work to make it right.

The industry-leading technology that powers Omnidian’s services uses advanced AI-driven diagnostics to filter out alerts that don’t require action like snow accumulation, short-term losses of connectivity, or other temporary conditions. When an issue they detect does require action, their technology’s remote diagnosis allows them to contact you for targeted remote troubleshooting before scheduling a service visit.

• 73% of service support calls are outbound
• 92% of issues are proactively identified
• 55% of issues are resolved with automated communications and troubleshooting tools.

With your Palmetto account you can track your system performance by day, week, or month

How long does my Palmetto Protect Essentials coverage last?

This is a service that we are rolling out to Palmetto customers at no additional cost through the end of 2023 or until the end of your prepaid term if it extends beyond 2023—at a value of $96 per year of coverage. At the end of 2023 (or the end of your prepaid term), you will have the ability to continue with the Palmetto Protect Essentials plan available through your customer account (mobile app or palmetto.com).

What does a workmanship warranty cover?

A workmanship warranty covers issues that arise as a result of the work done during installation. It does not cover future costs that arise from new issues that can occur over time.

Why are you only covering 5 years for roof penetration when other companies cover it for longer?

Typically, if there is going to be an issue with the roof that was the result of the solar installation, it will be discovered within the first couple of years.

How do I get to my Palmetto account?

• As a new customer, you should receive a welcome email with instructions on how to activate your account and access the Palmetto App.
• If you have not received that email at the address you provided to Palmetto, go to home.palmetto.com and click ‘Don’t remember your password?’ to request a new invitation.
• If you are still having trouble, please contact our Customer Experience Team at 855-339-1831 or help@palmetto.com.