Downtime or Hosting Credits
Compass Mining's Service Level Agreement states 95% uptime. For reference, 5% downtime equates to 36 hours in 30 day month. Downtime is defined as an unexpected interruption in your hosting service and is calculated by ping, not hashrate. Hashrate, like cryptocurrency rewards is not guaranteed and therefore cannot be reimbursed. Compass Mining must operate business using US Dollars to provide the services we offer. Compass Mining uses a third-party service to accept cryptocurrency as payment and cannot refund customers with cryptocurrency or the value of mining rewards.
Downtime does not include regularly scheduled facility maintenance or prescheduled network maintenance with a scheduled beginning and end time. Also not included is brief periods when a machine IP is lost on the network and needs a manual reboot or some other intervention to bring it back to a hashing state.
Downtime credits will automatically be applied to your dashboard 30 days or less after the affected billing period or within 60 days of the occurrence. These credits will be applied to your dashboard and can be used for your hosting invoice or purchasing new hardware.
Downtime credits are calculated with the following methodology: Monthly hosting fees are billed based on 30.4 days per month. If your machine is offline for 15.2 hrs after exceeding the 95% service level limit, you will receive credits for half of the months hosting fee. Assuming you're billed $150 in this case, you will be credited $75 to offset the hosting fee.
Hosting Credits for repairs
You are also entitled to credits based on the time your machine is out for repairs or RMA with the warranty provider. We aren't able to precisely estimate the time required for various repairs so you will be billed for the normal hosting costs until the repairs are complete. At that time an invoice will display on your Compass Dashboard for you to pay the shipping cost and/or repair costs, and downtime credits will be provided through your Compass Dashboard as well.
Compass Mining has a great relationship with several authorized warranty service providers and we'll take complete care of the process for you once customer approval is provided. Once the approval is provided for the shipping and/or repair costs we'll log the date the approval was given and proceed with the work order. This will close your support ticket until the miner is returned. You'll be credited for that downtime once your miner is returned to the shelf and the issue is confirmed to be resolved. Read more about the RMA and repair process here.