Customer FAQs

General Customer FAQs

How do I become a Pronto Customer?


Our onboarding process is simple and efficient. You can begin the process by going to www.365Pronto.com and selecting “customer” under the onboarding tab.
Once you have filled out your general information, you can submit your initial application to 365 Pronto and it will be reviewed.




Are there any fees?


There are no membership fees associated with the 365 Pronto platform. There is a $25 flat-fee to create a work order and Pronto keeps 15% of the overall work order price.




How is this different from an operations and maintenance contract?


A traditional O&M contract is binding. We do not make you sign a contract or pay for monthly, quarterly, or annual O&M services. Instead, you pay as you go for specific services that you request.




What if I don’t have time to upload my assets to the platform?


Pronto can take care of adding all of your locations and assets. All you need to do is send us the .CSV files and we’ll take care of the rest.




Do I choose the technician coming to service my asset?


You do not choose the technician that will service your asset. However, if you have technicians that you regularly work with, we can get them onboarded to the Pronto platform and they can then become your “Preferred Provider” for a specific location.




What if I am unsatisfied with a provider?


We can switch a provider to a “non-preferred status” for your account. This would then disable them from receiving any work orders to install, maintain, or repair your assets.




Do I have to contact the technician to schedule the work?


You do not have to contact the technician to schedule the work, they will connect with the site contact on file to schedule a time that works best for all parties.




Is this also for preventative maintenance or just for repair work?


Pronto work orders cover both preventative and corrective maintenance work.




What if you don’t have someone near me?


365 Pronto has access to a nationwide workforce of 3,000+ qualified technicians thanks to our partnership with NABCEP, a widely recognized certification organization for professionals in the field of renewable energy. Our team will be able to find someone to complete the work in your area.




Something came up. Can I reschedule the technician?


As a residential customer, you would be able to coordinate the date and time of service with the provider - this includes rescheduling. As a commercial customer, the site contact would be the party responsible for coordinating a reschedule.




How is payment set up for this? How soon do I have to pay?


We have different agreements with different customers, but all customers receive an invoice based on their specific payment terms and timeline.




How do I know I am getting matched with a qualified technician?


Pronto's matching technology "reads" the unique DNA attributes of the asset and automatically matches the service scope requirements with the technical certification, compliance, and competence of a pool of local service providers. Only the service providers who fit these three Cs will receive a work order; thus, compliance risk is removed and you only pay for the level of skill that you need for the job.




How do I know I’m not overpaying?


We work with our customers to find the best pricing for their operations and maintenance work. We determine the best pricing fit between our customers and providers and will contact you if we think that pricing should be adjusted to receive more accepted work orders.




What if another asset on-site needs attention while a tech is there?


This is fairly common and we can adjust the scope of work in real-time to add additional assets to an “In Progress” ticket. Simply call us and we will handle the communication with the technician on-site.




How do I know when the job is done?


The work order dashboard will update in real-time as the work order is getting completed. You will be notified via email as the status changes. The work order is complete when it has been verified by Pronto.




Can I run any reports?


No, you do not have the ability to run reports.




How do I get started?


It’s as easy as going to 365Pronto.com and selecting “Onboard” in the top right corner. From here, you will take two minutes to input general company information such as company address, contact information, and admin user information. Once this has been Submitted, Pronto will approve your profile and you will receive an automated email containing a registration link that will allow you to create a password for the system. We like to meet with commercial customers one-on-one to build out your specific service types unique to your locations and assets.





Customer Onboarding FAQs

How much location overview information is necessary for me to add?


The more requirements you provide, the more information our platform has to match the qualifications of a provider to each unique work order. Additionally, the more information you provide about the location and assets, the more knowledgeable the Tech will have before their visit to your site.




What if I can’t locate an email with my registration link?


The email will be sent from noreply@365pronto.com, if you do not see it in your main inbox, be sure to check your junk, clutter, or spam folder.




What is the difference between a “user” and a “contact?”


A contact is not a user on the system, but instead, someone who is listed as the contact for a specific office location (i.e, account payable, support personnel, etc.).




Why isn’t my profile showing as complete?


You must have at least one technician in the system for your profile to be completed. (Note: account creation and details must be submitted by a provider admin, the technician will not have log-in credentials until their profile has been submitted by the provider and validated by Pronto).




Can I edit information fields after validation?


Fields such as name, address, service area, special requirements, accepting WO, and emergency contact are editable after validation. All other fields are temporarily locked and will be editable by a Pronto admin by request.




Can I order additional services for the provider to perform?


Oftentimes, our providers notice issues with other assets that may be down or showing distress on-site. If this is the case, we try our best to contact all parties involved to take care of any additional services that may come up as the technician is working through the ticket.