Compass Mining's Service Level Agreement states an expectation of 95% uptime. For reference, 5% downtime equates about 36 hours in a 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.
Facility credits do 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.
Facility credits will automatically be applied to your dashboard on a monthly basis. These credits will be applied to your dashboard and can be used for your hosting invoice or for purchasing new hardware.
There is a possibility of voluntary or involuntary downtime, curtailment by Compass, the Hosting Facility or the Hosting Facility’s energy provider, or outages or shortages of power. Please check your Compass Hosting Agreement for more information.
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.