Last updated: 2026-09-26

This policy explains what Sunvoy's onboarding, support and customer success teams do for you, and what your team is responsible for. It is part of our Terms of Service. If your Order Form or another agreement signed by Sunvoy lists more services, those apply to you as well.

Summary

Sunvoy does:

• Onboarding. Connects your CRM, monitoring portals and branding, and pulls your systems into one place. Sets up phases, automations and templates. Trains your team.
• Your data. Syncs, matches and shows what your CRM and monitoring portals share, and reports gaps.
• Support. Answers questions about Sunvoy and fixes problems in Sunvoy.
• Customer success. Shares best practices and sets up the referral playbook.

Your team does:

• Onboarding. Gives us access, makes decisions on time, attends sessions and fixes the data gaps we report.
• Your data. Keeps customer records complete and correct in your CRM and monitoring portals.
• Support. Supports your own customers, and works with the vendors of your other software.
• Customer success. Runs the playbook and owns the results.

1. Onboarding

Onboarding gets your company live on Sunvoy. It starts when you sign your Order Form. It ends 30 days after your integrations go live or 90 days after the date of your Order Form, whichever comes first.

What onboarding includes

• Technical setup. Your branded app with your logo, colors, domain, sender email and phone number.
• Data consolidation. We connect your CRM, inverter and battery portals and other supported tools, and match their records so all your systems show up in one place.
• Configuration. Project phases and steps, CRM field mapping, automations, message templates and Concierge Features.
• Data gap report. A list of records that Sunvoy could not match or complete. For example, systems without a customer email because the manufacturer does not share it.
• Launch. A soft launch to your new customers, then a launch to the legacy customers you choose.
• Training. Up to 4 live sessions for your team during onboarding, plus recordings and our training library.
• New integrations. If you use a tool that has a documented API and we do not integrate with it yet, we build the integration during onboarding. If we cannot, you get your onboarding fee back.

What your team provides

• A project owner who can make decisions for your company.
• A data owner who keeps your customer records complete in your CRM and fixes the gaps in the data gap report.
• Access. Admin access to your CRM, monitoring portals, domain settings, and email and phone accounts within 5 business days of our request.
• Decisions within 5 business days.
• Attendance at scheduled sessions. Our No-Show Policy applies.

If onboarding is not complete by the end date because we are waiting on your team, onboarding counts as complete. If we caused the delay, we extend it. If you need more time, you can buy an onboarding extension.

2. Your customer data

Sunvoy is not your CRM. Sunvoy syncs from your CRM and the monitoring portals you connect, so it can only be as complete as those systems.

• You are responsible for the accuracy, completeness and upkeep of your customer records.
• Sunvoy matches records across your systems automatically. We make reasonable efforts to match every record, but some matches may be missing.
• Some manufacturers, such as SolarEdge and Tesla, do not share homeowner contact details with Sunvoy. For those systems, the contact details must be in your CRM.
• When Sunvoy flags missing or mismatched data, your team corrects it at the source. Sunvoy picks up the change on the next sync.

3. Technical support

Technical support is for your company's Sunvoy users. Your customers contact you, not Sunvoy.

• How to reach us. Email or use the chat in your Sunvoy dashboard.
• Hours. Our team answers during business hours, Monday to Friday. You can send requests at any time.
• Response time. We aim to reply within 1 business day, and faster for urgent issues. This is a target, not a guarantee. Guaranteed response times are available in Enterprise agreements.

Urgent means Sunvoy is not usable for your business. For example:

• Your customer app is down for all customers.
• No one on your team can log in.
• Messages are going to the wrong customers.

Everything else is normal priority. For example, one customer sees a wrong value, a question about how to set up an automation, or a request to change a setting.

Support covers:

• Questions about how to use Sunvoy.
• Errors and bugs in Sunvoy.
• Problems with integrations listed in Sunvoy, such as expired credentials or a failed sync, and questions about what data a provider shares.
• Account, user access and billing questions.

We may limit support if it is misused or if our staff are treated abusively.

4. Customer success

Your customer success manager helps you get results from Sunvoy. They:

• Guide you through the goals in the Sunvoy for Leadership playbook.
• Recommend automations, reports and campaigns that work for other installers, and set up Concierge Features.
• Review your results with you every quarter during your first year.

Customer success gives advice and sets things up in Sunvoy. It does not replace work your own team does.

5. What is not included

Unless your Order Form says otherwise, onboarding, support and customer success do not include the work below. Each item says where to go instead.

• Manual data entry. Typing or copying customer records into Sunvoy, your CRM or a spreadsheet. Instead: your team or a data entry freelancer. Larger projects can be quoted.
• Manual data cleanup. Going through records by hand to fix, merge, de-duplicate or reformat them. Instead: fix records at the source, in your CRM. Sunvoy picks up the change.
• Data research. Finding missing emails, phone numbers or owner details. Instead: your sales records, installation paperwork or the homeowner.
• Work in your other systems. Creating or editing records in your CRM or monitoring portals, even if you give us access. Instead: your team.
• Help with other software. How to use your CRM, monitoring portals, email or phone provider. Instead: that vendor's support team.
• Data that providers do not share. Contact details that a manufacturer keeps private. Instead: add the details to your CRM.
• Support for your customers. Answering homeowners' questions or calls. Instead: your team, using Sunvoy's tickets and customer view.
• Custom development. Custom reports, custom features or changes built only for your company. Instead: suggest it to your customer success manager, or ask for a quote.
• Custom content. Writing campaigns from scratch or designing graphics. Instead: our templates and Concierge Features, or your marketing team.
• Training after onboarding. Training staff who join later. Instead: our training library and recordings, or paid training sessions.

6. Service levels and additional services

Every customer gets the Standard level. Larger companies can add more through their Order Form.

Standard

• Onboarding. 90 days at most, with up to 4 live sessions. Extensions are available to buy.
• Support. Email and chat during business hours, with a target reply within 1 business day.
• Customer success. Onboarding, the referral playbook, and quarterly reviews in your first year.
• Integrations. New integrations for tools with a documented API, built during onboarding.

Enterprise (by agreement)

• Onboarding. A custom plan and timeline.
• Support. Adds phone support, a named support contact, and guaranteed response times in a written Service Level Agreement.
• Customer success. Regular check-ins, audits and consulting meetings.
• Data services. Data migration and manual cleanup as a quoted service.
• Custom work. Custom integrations and reports with an agreed scope.

To add services, contact your account manager or [email protected]. We quote each request separately.

7. Help outside this policy

Sometimes we help with something outside this policy at no charge. That help is a one-time courtesy. It does not change this policy, and we are not obliged to do it again.

8. Changes

We may update this policy. We post each change here and update the date above, as described in our Terms of Service.