> For the complete documentation index, see [llms.txt](https://docs.myrspoven.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.myrspoven.com/faq.md). # FAQ Common questions from customers, partners, and system integrators. If you don't see your question here, talk to your Myrspoven representative or open a support case. ## Find your topic
:rocket:Getting startedWhat myCoreAI is, which BMS it works with, and how long onboarding takes.#getting-started
:user-lock:Accounts and accessLogging in, managing users, and times that look shifted.#accounts-and-access
:plug:Data and integrationsThe data, resolution and meters myCoreAI needs, and how often it reads them.#data-and-integrations
:microchip:How myCoreAI decidesWhat it controls, the limits it stays within, and what happens when it gets it wrong.#how-mycoreai-decides
:sliders:Working with your BMSOverrides, local control logic, room control, and sensor min and max.#working-with-your-bms
:chart-line:Reporting and savingsHow savings are calculated and where to see them.#reporting-and-savings
:shield-check:Privacy and securityHow your data is handled, stored and kept confidential.#privacy-and-security
:file-contract:Billing and contractsPricing and what your contract includes.#billing-and-contracts
*** ### Getting started
What is myCoreAI? myCoreAI is software that continuously reads data from your building: the control system (BMS), indoor sensors, and the external factors that affect the building, such as outdoor temperature and weather. It uses that data to make small, continuous adjustments to the systems that drive temperature and comfort (supply temperatures, pressures, flows, and so on), steering them toward more efficient operation. The goal isn't to replace your existing systems but to run them better: minimizing energy use by exploiting the building's thermal inertia, smoothing demand to avoid cost peaks, and pre-heating or pre-cooling ahead of need. The control happens automatically, within a framework agreed with you, and gets better the longer it runs. You decide which signals myCoreAI is allowed to write to.
Does myCoreAI replace our BMS? No. Think of myCoreAI as an application running alongside your building's control system, one focused on energy optimization. All the existing logic and frameworks in your BMS stay exactly as they are. myCoreAI works on top of them, and if it's ever disconnected, control simply returns to your BMS running on its own logic, as before.
Which BMS systems are supported? Support isn't about brand or region. It's about whether the BMS can meet a few technical requirements. myCoreAI needs to be able to read the relevant signals from the system, write setpoints back to the signals you want it to control, and reach the system over a supported communication protocol (directly or via Myrspoven edge). A BMS qualifies when those things are possible; where they aren't yet, Myrspoven edge can often bridge the gap. The full integration requirements are covered under [BMS integrations](/integrations/overview/bms-integrations.md).
How long does onboarding take? Onboarding runs in three stages: 1. **Read integration:** we connect and start reading data. This is the simple step; it mainly requires that we're granted access. 2. **Write integration:** we configure which signals myCoreAI will control and set up write-access to them. This is more involved: it requires agreeing which signals to steer and having the right access to change setpoint values on them. 3. **Safety logic:** fallback behavior, baselines, and the guardrails that keep the building safe if anything goes wrong. How long each stage takes depends mostly on data access and how quickly write-access can be granted, but a building typically goes from kickoff to writing setpoints in weeks, not months.
How long before a new building is optimized? Usually about 30 days after data collection starts. myCoreAI needs history that shows how the building responds, and the season matters. Data from the summer pump stop says little about heating, so a model trained on it only becomes reliable once it has seen the heating season.
How quickly will I see savings? It helps to separate two things. **Performance**, how myCoreAI's control compares against the baseline (how the building would have run without it), can be shown within a few weeks. As long as we've received the right signal values from you, we can report the day-by-day difference between AI optimization and baseline on an ongoing basis. **Measurable energy savings**, expressed in delivered energy, depend on having energy data, and the right energy data. Where that's in place, the evaluation runs continuously rather than waiting for a full season.
### Accounts and access
I can't log in, or my verification code isn't working. myPortal uses single sign-on. Your one-time code comes from an **authenticator app** set up on your account, not from an email. Two things to check: * **Have you signed in since the sign-on update?** You need to sign in once afterwards so Myrspoven can apply the correct access rights to your account. * If your authenticator isn't set up yet, you've lost access to it, or sign-in still fails, email and we'll restore access.
How do we add, remove, or change users? User accounts and permissions are managed by Myrspoven and, where enabled, by partner superusers for their own company. Request changes by emailing with the person's name, email, and which buildings or portfolio they need. A single account can be granted access across multiple companies or portfolios where the contract allows.
Why do times in myPortal look shifted by a few hours? By default myPortal displays times in UTC, so locally set schedules can appear offset. We recommend switching the display to building time, so times, comfort schedules included, match the building's local clock.
### Data and integrations
What data does myCoreAI need? To assess and onboard a building, we need to understand both what's in it and how we can reach it. About the building's systems: * which systems exist, and whether they can be controlled * whether those systems already carry other control logic * whether they're standalone or sit within the BMS About sensors: * whether the building has physical sensors (duct sensors alone aren't sufficient), how well distributed they are, and what they measure * whether those sensors are available in the control system at a usable data resolution About access: * the communication protocol the building uses * how we can reach it remotely (for example, via VPN) This information, more than a generic "minimum data" list, determines whether and how myCoreAI can run.
What data resolution is required? It depends on the type of data, so it's clearest to take them one at a time: * **Sensor data:** ideally around 15-minute resolution or finer. * **Signal data:** read from your BMS every 12 to 15 minutes by default, depending on the integration. * **Energy (meter) data:** see [Energy Data](/integrations/overview/energy-data.md#granularity-levels). As a rule, give us the highest resolution you can: finer data unlocks better optimization and more precise reporting.
Which of our data sources are read, and how often? Most of them on a fixed schedule. myCoreAI reads your BMS every 15 minutes by default, or every 12 minutes for Web Port. That covers indoor sensors, outdoor temperature, energy meters on the BMS, current setpoints and equipment status. Schneider EBO sites push their values to myCoreAI through their own connector instead. Energy data from Mestro or Metry is fetched daily, as hourly values where the meter supports it and 15-minute values from Mestro where they exist. Manually uploaded data has the resolution you upload. See [Energy data](/integrations/overview/energy-data.md#granularity-levels).
What if our energy meters aren't on the BMS? Energy data can reach myCoreAI three ways: read directly from the BMS, pulled via a third-party provider (Mestro and Metry in Sweden), or uploaded manually. If your meters aren't on the BMS yet, connecting them is usually the simplest path; otherwise a provider or manual upload works. Whichever route you use, the resolution of the energy data matters. Higher resolution gives more precise, climate-compensated savings reporting.
### How myCoreAI decides
What happens if myCoreAI makes a bad decision? myCoreAI never optimizes toward an extreme. It optimizes toward the lowest energy use that still keeps the building inside the comfort bounds you've agreed, so it won't drive the building to the coldest (or warmest) state to save energy. Comfort comes first: it is weighted above saving energy, so when the two conflict myCoreAI uses more energy to bring the rooms back inside the bounds. The safeguards that protect your tenants are set during startup: comfort bounds per building, bounds on each controlled signal, and fallback behavior if anything goes wrong. If a building does drift outside its comfort bounds, myCoreAI can be paused for that building while the cause is investigated. It is usually a comfort bound, a sensor, or a configuration detail.
What limits does myCoreAI stay within? Several, all agreed with you at startup. Comfort bounds set the indoor range for each building. Comfort is weighted above saving energy, so myCoreAI uses more energy rather than let rooms drift outside them. With AI Freedom on, it can use wider bounds learned from the building's own history. Each setpoint it writes has a minimum and maximum agreed with you. The one exception is the [dew point guard](/ai-features/dew-point-function.md), which can raise a chilled-water setpoint. On heating circuits, [adaptive min/max](/ai-features/adaptive-min-max.md) can narrow that range around the supply curve. Guardrails such as crash protection and rate-of-change limits apply on top. If myCoreAI can't predict the building reliably, or loses its connection, it stops writing and your BMS runs on its own logic.
Can myCoreAI let rooms drop below 20 °C? Yes, if your settings allow it. myCoreAI has no built-in legal minimum. It keeps rooms within the comfort bounds set for your building, and two things affect how strictly: * **Bounds apply to group averages.** A single room can sit below its minimum while its group stays inside the band. * **AI Freedom can widen the lower bound.** With [AI Freedom](/ai-features/ai-freedom.md) on, myCoreAI can use lower bounds learned from how the building ran before Myrspoven, which may be below the minimum you set. See [Indoor climate baseline](/ai-features/indoor-climate-baseline.md). If rooms must stay at 20 °C or above, set the minimum with a margin above 20 °C and ask your Myrspoven contact whether AI Freedom should be off for that building.
What does myCoreAI actually control? What myCoreAI controls is decided per building at startup, based on what your BMS exposes and what's agreed with you. Typically that means heating circuit supply temperatures, air handling unit supply temperature and fan pressure, cooling setpoints where applicable, and zone-level terminal units where the building has them. The table shows what it can control; myPortal shows what it actually controls in your building. | Equipment | Can myCoreAI control it? | | ------------------------------------------- | --------------------------------------------------------------------------- | | Heating circuits (radiators, floor heating) | Can control the supply-temperature setpoint | | Air handling units | Can control supply-air temperature and fan pressure or flow setpoints | | Cooling circuits, chilled water | Can control the supply-temperature setpoint | | VAV boxes, fan coil units, zone controllers | Can control them where the BMS exposes them as zone-level setpoints | | Pumps | No. Pump status is read and respected, never written | | Boilers, chillers, heat exchangers | Not directly. myCoreAI sets the demand downstream through circuit setpoints |
Why does the supply temperature change in big steps instead of smoothly? How fast it may change is a setting. On each heating circuit, myCoreAI may move the supply temperature by at most a set share of its min–max range per hour, 30 % by default. On a circuit allowed between 25 °C and 55 °C, that's up to 9 °C in one hour. myCoreAI uses that room whenever it saves energy without hurting comfort, so a wide range with the default setting can look like on/off control. If the steps cause problems in your rooms, ask your Myrspoven contact to lower the setting, down to 10 % per hour, or to narrow the range. See [Adaptive min/max](/ai-features/adaptive-min-max.md).
Can myCoreAI control only the central plant and air handling units, with room sensors read-only? Yes. What myCoreAI controls is decided per building, based on what your BMS exposes and what's agreed with you. Room sensors are read as indoor-climate inputs, and where room control isn't in scope it stays local while myCoreAI optimizes around it. Two things matter. The building needs physical room sensors that are well distributed, since duct sensors alone aren't enough. And the comfort bounds must leave room for the local room controllers. Systems connected for monitoring only can be handed over for control later. See *How does myCoreAI interact with existing room control?* below.
Does myCoreAI detect broken sensors or schedule maintenance? A faulty sensor (one that has drifted, is stuck, or is reporting nonsense) is not something myCoreAI repairs. myCoreAI optimizes a working system, and its decisions are only as good as the data it reads. It detects sensors that go stale, stuck, or out of range, and Myrspoven follows up on flagged sensors with you. It does not repair them. Treat an unreliable sensor as a maintenance task, like any other building fault.
### Working with your BMS
Can we override myCoreAI? Yes, myCoreAI doesn't take over your building. You can influence control at any time: through myPortal for the systems myCoreAI controls, and in your own BMS for everything else, exactly as before. You can step in even while myCoreAI is actively optimizing. You're never locked out of your own building. Note that a manual change in the BMS on a signal myCoreAI controls is overwritten within 15 minutes, unless you first switch off AI control for that unit in myPortal. See *What if we disagree with a setpoint myCoreAI has written?* below.
How does myCoreAI interact with existing local control logic? It doesn't replace it. myCoreAI only writes to the signals you have configured for AI control; local safety, protection, and operating sequences stay in your BMS and keep their authority. Where a local sequence and myCoreAI can both act on the same equipment, the local sequence decides. The sequences that most often share equipment with myCoreAI: * **Intermittent night-time heating:** local warm-keeping when a unit or zone drops below a set temperature outside operating hours. * **Start/stop schedules:** the hours your BMS runs the units at all. * **Night cooling:** free cooling from outdoor air outside operating hours. * **Frost protection** and other safety interlocks. myCoreAI's [Comfort schedule](/ai-features/comfort-schedule.md) also relaxes comfort bounds and adjusts ventilation when the building is empty. For the two layers to work together, myCoreAI has to know how your local sequences are configured. Otherwise it will periodically optimize into a range where one of them fires, and setpoints will look like they have no effect. During onboarding, Myrspoven and your BMS integrator go through the start and stop conditions, setpoints, and limits together, and confirm that the signals myCoreAI writes to keep local priority.
How does myCoreAI interact with existing room control? Two cases. Where your BMS exposes zone-level terminal units and they are in the agreed setpoint scope, myCoreAI controls them directly. Where it doesn't, room control stays local and myCoreAI optimizes around it. In the second case, the range a room controller lets occupants adjust within has to be reflected in the comfort bounds. Set the bounds tighter than that range and the two layers fight: an occupant turns the room down, myCoreAI reads a sensor below its lower bound, and adds heat. So at onboarding we collect the local controller setpoints and the permitted offset range, and set comfort bounds with enough span for both myCoreAI's optimization and the intended local room control. If you later see myCoreAI and a room controller working against each other, it almost always traces back to a comfort bound. Raise it with your Myrspoven contact rather than correcting setpoints by hand.
What do the min and max on a room sensor mean? They're that sensor's comfort bounds: the range myCoreAI should keep the room within. myCoreAI doesn't react to each sensor on its own. It averages the min and max of all sensors in a group, typically the rooms served by one heating circuit or air handling unit, and acts when the group's average temperature drifts outside that band. Inside the band it saves energy, so in the heating season rooms tend to sit near the minimum. To make a building warmer, raise the minimum, not the maximum. Set the values to match the real conditions in the space, and disable a badly placed sensor rather than widening its range. See [Groupings](/ai-features/groupings.md).
Which room sensors does myCoreAI use, and can we add more? myCoreAI uses the room sensors linked to the systems it controls, whether they come from your BMS or from a wireless sensor platform. Each sensor is assigned to the heating circuit, air handling unit or cooling circuit that most influences it, and myCoreAI keeps that group's average inside its band. See [Groupings](/ai-features/groupings.md). In myPortal, the Sensor Map shows how strongly the AI model ties each sensor to each system. You can also stop the AI from using a sensor that misleads it. To add sensors, including wireless ones from a [supported platform](/integrations/overview.md), ask your Myrspoven contact to link them. A new sensor is left out of the model until it has 14 days of data.
What if we disagree with a setpoint myCoreAI has written? On a signal myCoreAI controls, a one-off change in the BMS won't hold because myCoreAI re-applies its own setpoint within 15 minutes. To make a lasting change you have two routes: pause myCoreAI's control of that system in myPortal, or adjust its configuration so it optimizes toward what you want. Let your Myrspoven representative know what's wrong. Persistent disagreements usually trace back to a comfort bound, an occupancy assumption, or a sensor. The fix is to retune the configuration rather than fight individual setpoints.
How do we handle the mandatory ventilation inspection (OVK)? Take the air handling units being inspected out of AI control first, so the inspector measures them on your BMS's own settings. When a unit is switched out of AI control, the BMS goes back to its own setpoint and the rest of the building stays optimized. Tell your Myrspoven contact which units are being inspected and when, so they can be switched out before the inspection and back afterwards. Partner accounts with access to Equipment Control in myPortal can switch units themselves.
### Reporting and savings
How are savings calculated? Savings are the gap between two curves drawn from your building's own meter data: energy use per day against outdoor temperature on days the AI was off, and the same on days it was on. For every day, myCoreAI reads both curves at that day's temperature. The difference, times the share of hours the AI was in control, is the saving for that day. Each day's saving is noted the morning after and never revised, so a number you have seen in one report stays the same in the next. When a meter has too little data, or the curves do not pass the quality checks, the report shows the reason instead of a number. The method follows ASHRAE Guideline 14 and ISO 50015.
Where do I see savings and current operation? In myPortal. You'll find dashboards for energy use, indoor climate, savings, and historical trends, plus a live view of current setpoints and what myCoreAI is doing right now. Performance against baseline is visible on an ongoing basis, so you don't have to wait for a full season to see how the building is tracking.
Can we get raw data out for our own reporting? Yes. Your data is yours, and it's always available to you. You can pull it for your own reporting and, where your systems support it, connect myCoreAI to your energy or follow-up systems through our integration APIs. See [Integrations](/integrations/overview.md) for what's possible; the exact exports available depend on your setup.
### Privacy and security
How is our data handled? Your data is always yours. We process it only to operate and improve the service for your buildings, and it's encrypted both in transit and at rest.
Where is our data stored? Your data is stored in EU-region data centers.
How is our data kept confidential? All information for a given building or portfolio is treated as confidential. We don't share data between buildings or between portfolios. Myrspoven is ISO 27001 certified, and access is logged and scoped to the buildings a staff member supports.
Where can I read more about Myrspoven's security posture? See [trust.myrspoven.com](https://trust.myrspoven.com/) for the current security overview.
### Billing and contracts
How is myCoreAI priced? Pricing depends on building size, scope, and which optional features are enabled. Talk to your Myrspoven representative for a quote.
Which features are included in our contract? Your Myrspoven representative can confirm the capabilities enabled for your buildings.
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