- We proactively monitor all miners and also use automated tools for monitoring
- Please wait two hours for the miner to get back to full hashrate before submitting a support ticket.
- Downtime is tracked using status.compassmining.io.
The dedicated Monitoring Team is responsible for scanning the networks through their shift and performing soft reboots remotely on the machines that we can connect to and have an issue. If we cannot perform the soft reboot they'll contact the onsite technicians to do a hard reboot where they will remove the power from the miner for 20-30 seconds and plug the unit back in. This fixes the vast majority of the issues that these ASICs face but in cases where there is a pattern or the reboot does not resolve the issue, then we will submit the unit for a diagnostic test. During some outages you'll have a longer wait times when the incident is listed on the status page since we are unable to perform diagnostics without power. After the diagnostic is performed and we confirm the issue with the onsite team, the customer will be notified if the miner needs to be repaired and if it is still under warranty. At this time the RMA or Repair Process can begin.
Our monitoring system alerts our team when issues arise in the mining facilities. Those alerts will be reflected on our Facility Status Page. In addition to this, the onsite team of the partner facilities also uses their own internal monitoring systems as well. In most cases, we'll know that there is an issue before you get your pool alert email. When noticing your units are offline, it's recommended to wait at least two hours before submitting a ticket. Most facility maintenance is completed and the miner is back to full hashrate by this time.
Downtime is tracked at a facility level. Sometimes there will be a partial outage and in these cases, the time is tracked per pod or rack. When a facility-wide outage occurs, the time will be logged into the status page. You will automatically receive credits to your account once per month. Read more about, how downtime credits are calculated and applied here.