Frequently asked questions
This page features frequently asked questions about the following topics:
If you have a question that is not included in this FAQ, do not hesitate to contact us at support@withthegrid.com.
Installation
How does the installation of the Teleport work?
You can install the Teleport yourself, or it can be installed by your installation partner or a Withthegrid installation partner. During the installation Withthegrid provides remote support and configures the Teleport. The Teleport is operational immediately after installation.
Is a Scope 12 inspection required after installing the Teleport?
No, a Scope 12 inspection is not necessary after connecting the Teleport.
What are the technical specifications?
All equipment is industry-grade, using proven technology that has been extensively deployed. For a complete overview of the Teleport’s technical specifications, please refer to the Specifications page.
Can the Teleport be connected to any solar roof or park?
Yes, in most cases. If there’s a type of inverter or data controller that’s new to us, we can make a small and cost-free adjustment to connect the Teleport to your park, adding it to our Teleport asset library.
Should my asset have a static IP or DHCP?
When connecting the Teleport to the asset via a router for TCP/IP communication (which is recommended), the asset should have DHCP enabled while the router should be configured to assign a static DHCP lease to the asset. This IP should be communicated to Withthegrid. When connecting the Teleport directly to the asset for TCP/IP communication, the asset should have static IP which also should be communicated to Withthegrid.
Do you have Teleport demo devices that I can use to test the data forwarding?
We have Teleport demo devices in our test lab that can be made available for you. Each Teleport demo device is configured for you and set up in the Withthegrid test lab. With a Teleport demo device you can start integrating the Teleport solution into your systems. For more information, please refer to the Demo devices section.
Operation
Do I need to send a start and end time when sending a command to the Teleport?
For every command, a start and end time must be sent. In case the Teleport loses connectivity, the asset will revert to its default mode after the end time has elapsed.
Can multiple assets be connected to one Teleport?
Yes, the Teleport supports up to 3 clusters of assets connected via Modbus RTU over RS485. Maximum cluster size depends on the asset type. When connecting to assets via Modbus TCP over ethernet, there is no practical limit to the amount of assets the Teleport can support.
Can I send a command to a single asset connected to a Teleport?
Each asset cluster can be individually operated. Assets are clustered if they are on the same RS485 line in the case of Modbus RTU, or if they are connected to, and controlled via, a (smart)logger.
How do I know for sure that a message has been successfully received by the Teleport?
The device is designed to send at least one message. In other words, if a message doesn’t get through, it will continue attempting to send until it is successfully delivered.
What is the expected lifespan of the Teleport?
The Teleport has a mean-time-to-failure of at least 10 years.
How does the API work?
An API is an automated link between two computers allowing them to communicate. Our API can be used to control assets, or retrieve information about the Teleport(s). A complete overview of the API is available on our API Documentation page.
How much energy does the Teleport use?
The Teleport uses less than 1.2 kWh per week.
Does the Teleport have a cellular connection?
Yes the Teleport has its own cellular connection. However, it’s strongly recommended, especially on large scale assets, to use a local internet connection and only use the Teleport’s cellular connection as a fallback.
What is the data consumption of the Teleport?
This depends on the number of assets connected to a Teleport, the reporting interval and the frequency and length of schedules being sent. As an estimate for a Teleport connected to a single solar asset, reporting on a 1-minute interval and receiving schedules on a 5-minute basis, the data usage is around 120 MB/month. This includes firmware updates of the Teleport device itself.
Do you charge extra for more frequent reporting intervals?
The default is a 5-minute reporting interval. For 1-minute or flash messages a surcharge can be billed depending on the agreement.
When receiving flash messages from a battery system, will I still receive regular reports?
When receiving other messages apart from regular reports, such as flash messages, regular reports will still be sent. The flash messages are thus received on top of the regular reports.
Is the Teleport designed to be fire-safe, and what safety standards does it comply with?
The Teleport is CE certified and meets the EN/UL/IEC 62368-1 standards, which include fire safety aspects.
What warranty coverage does the Teleport come with, and how does Withthegrid support its products post-purchase?
Warranty is part of the service. As long as you use the Teleport service, you have a warranty. If the Teleport does not function as it should, it will be repaired or replaced. In exceptional cases where the damage cannot be attributed to Withthegrid, we may charge for a new Teleport.
Why is the energy data from the Teleport different from the official meter on site?
A difference in energy readings between the Teleport and the official on-site meter can arise due to different measurement methods. The Teleport gathers data directly from the asset, like an inverter, which might have varying accuracy compared to an MID certified energy meter. Additionally, energy losses occurring between the asset and the on-site meter aren’t accounted for in the Teleport’s readings. It’s important to note that the Teleport can link to multiple assets, so for total power calculations, you may need to aggregate the readings from all connected assets.
Is the Teleport an EMS?
The Teleport can deliver on-site EMS functionality such as adjusting power static or dynamic grid limits and peak shaving consumption for batteries. Other activities often performed by a cloud EMS, such as controlling battery power based on price fluctuations on various electricity markets, are left to separate systems which can connect to our API. More details on which control strategies are part of the Teleport can be found on the Control strategies page.
For dynamic load control, can the energy meter used be directly connected to my asset?
When the Teleport is actively adjusting the active power of the asset relative to local self-consumption based on measured values from the meter, it needs to access the meter directly. This requires a direct connection between the Teleport and the asset, as well as between the Teleport and the meter. More information on the required setup can be found in the Static feed-in limit section.
Connectivity and security
What version of TLS does the Teleport use, and are older versions supported?
The Teleport utilizes TLS (Transport Layer Security) version 1.3, which is the latest and most secure version of the TLS protocol. To maintain a high level of security, we do not support the older, less secure TLS version 1.0.
How many subnetworks can a Teleport create?
The Teleport software stack, compatible with various hardware types, currently supports the creation of two subnetworks.
Does the Teleport need to be updated?
The Teleport can be remotely updated with new software when needed, without affecting its performance. This ensures the Teleport remains secure.
Who retains ownership of the data collected by the Teleport?
Data collected by the Teleport is fully owned by the client.
What else is done with the data?
The data is forwarded to your systems and temporarily stored on our servers for 30 days to ensure successful delivery to you.
How does the Teleport secure data against potential leaks, and what cybersecurity measures are in place?
Cybersecurity is a core value at Withthegrid. We are ISO27001 certified. Communication between the Teleport and cloud services is end-to-end encrypted (TLS) to prevent eavesdropping. Each Teleport uses a unique certificate and doesn’t accept incoming connections, instead initiating contact with cloud services. Software updates, including security patches, are remotely administered.
Does the Teleport use a VPN?
We have secure connection to our cloud service and do not use a VPN. For more information about how we handle cybersecurity, have a look at our Cybersecurity documentation