Overview of the services provided to the customer and the obligations to be fulfilled for them
If Amperecloud is commissioned with the implementation of telecontrol technology, the specific services to be provided depend on the requirements of the grid operator and the conditions at the power plant, see section The technical implementation in detail.
Telecontrol technology is considered successfully implemented if the grid operator...
- can send pre-agreed control commands to the power plant
- the control commands are implemented correctly
- can receive pre-agreed feedback and measured values from the power plant
The area of responsibility of Amperecloud lies in...
- reading and controlling agreed devices in the power plant (meters, inverters, etc.)
- the connection of the log to the grid operator's control room or the gateway (modem/router) provided by the grid operator or to a telecontrol system provided by the grid operator or a third-party provider.
Amperecloud specifies how the provided devices must be connected. In addition, the correct implementation of the technical installations is the responsibility of the customer or authorized third parties, unless a technical service has been booked through Amperecloud.
If support is required, appointments must be booked in good time, see Appointment arrangements. Spontaneous (telephone) support cannot be guaranteed and is provided solely as a gesture of goodwill or will be invoiced separately by arrangement.
The technicians entrusted with connecting the telecontrol technology provided by Amperecloud must have all the necessary qualifications and knowledge. This includes, but is not limited to, basic knowledge of...
- Low voltage and, if applicable, medium voltage
- direct current
- PLC and IO modules as well as other components for signal transmission and processing
- Digital interfaces (relays, potential-free contacts)
- Analog interfaces (e.g. 0-20mA and 4-20mA, including the connection of the auxiliary voltage)
- Modbus (TCP and RTU)
- Network technology (Ethernet / LAN)
The following technical equipment should be carried, especially when using PLCs and IO modules:
- Cell phone with WiFi
- multimeter
- laptop
- RS-485/USB adapter
- (Mini) USB cable
- Several network cables and a switch
In addition, all documents provided by Amperecloud must be forwarded to technicians. If the documents provided are not sufficient, this must be communicated well in advance of agreed appointments.
Advice beyond Amperecloud's products, for example on the correct connection of Modbus-enabled devices, especially in the case of on-site assignments (not agreed in writing), is generally not provided.
If there are delays in implementation due to a lack of compliance with these requirements, Amperecloud reserves the right to postpone an appointment and/or to charge for any additional expenses incurred.
Obligations of the customer to cooperate
Amperecloud relies on the cooperation of the customer. This includes in particular the provision of information and documents (data) (see Relevant documents & information) as well as the notification of all deadlines and the timely arrangement of appointments.
Which data is required varies greatly depending on the project in question. It also depends on the grid operator which data it makes available publicly or by other means. Unfortunately, Amperecloud is often unable to comply with requests to obtain the necessary information from the grid operator itself, as they refuse access to it.
We therefore expressly recommend that publicly accessible information & documents (such as the TAB) are also obtained by the customer and sent to Amperecloud in a bundle together with non-public information (such as a project-specific data point list). This is the only way to effectively avoid misunderstandings and delays caused by queries.
It is also possible to issue an informal information mandate to the grid operator vis-à-vis Amperecloud. However, all parties involved should enter into joint communication at an early stage to ensure a uniform level of information.
Need More Help?
If you encountered any difficulties or need further assistance, here are some steps you can take:
Contact Support:
- Email: Reach out to our support team by emailing us at support@amperecloud.com. Provide as much detail as possible about the issue you're facing.
Phone Support:
-
Call our customer service at
+49 30 6293 77201. Our support hours are Monday to Friday, 9 AM to 5 PM (local time).
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