Question: Who should I contact if my system is damaged?

Answer: Please request service online here. You can also contact us via live chat within the Palmetto app or Palmetto.com, or phone at (855) 339-1831, or email at help@palmetto.com. We will work with you to troubleshoot your system and coordinate a service visit if necessary.

Question: How will I know if my system is damaged?

Answer: We actively monitor your system for any hardware issues or production losses to ensure everything is running smoothly. Additionally, you can use the Palmetto app to keep an eye on your system. The app will notify you of any hardware alerts, so you'll always be informed. Please notify us if your solar system sustained any physical damage; take pictures of the damaged area. Rest assured, we're here to support you and address any concerns promptly.

Question: If the grid goes down, will I lose power?

Answer: Solar systems without back-up batteries will not operate when the grid is down.

Question: Who will cover the cost of servicing and repairing damages caused to the system?

Answer: For damage resulting from severe weather events or natural disasters, Palmetto will cover associated parts and labor costs. You won’t need to worry about these expenses. 

Question: My roof was damaged during the storm. How do I get my roof repaired under my solar panel system?

Answer: We're here to help! Palmetto is equipped to remove and reinstall your solar system so that damage to the underlying roof can be repaired. Please note that Palmetto is not responsible for any roof damage or the associated costs of removal and reinstallation caused by a severe weather event or natural disaster.

Question: If I lose power, will I receive compensation for this downtime through my performance guarantee?

Answer: No. Performance losses as a result of a severe weather event or natural disaster are not covered as part of the performance guarantee.