Credit Request

Compute North Customer Credit Request

Customer Service Request Policy

Per the service agreement, Compute North will charge customers the agreed upon flat monthly fee for each miner.  Compute North does not meter the power at the PDU for each miner or have the ability to invoice for actual miner power usage during a billing period.  Therefore, customers must notify Compute North immediately of any changes to miners that would result in a lower than expected power draw.  Compute North is unable to verify the power load of a miner after-the-fact and therefore only documented requests will be considered for service fee reductions and credits.

Credit requests must be submitted within 48 hours after a change event. Requests may take up to 14 business days to review and complete. During this time the customer is responsible for paying the undisputed balance on their account.  If customer does not pay, the undisputed fees and equipment are subject to late fees and penalties.

 

Credit Type SLA Policy

Operating Temperature (Heat)

Compute North is committed to maintaining internal facility temperatures that allow mining equipment to operate within their specified maximum temperature rating.  If any miners exceed their maximum temperature ratings and must be powered off, customers will be credited the proportional amount of their monthly service fee for offline time.

Customers must submit a request for miner(s) to be powered off in the event the operating temperature of miners is exceeded.  Credits can only be issued for the time miners were documented to be physically powered off.  Credits will be issued in daily increments.

Inoperative Miners

Compute North is committed to billing customers a monthly service fee for only those miners that are operating properly.  Customers that have miners that will be inoperable for an extended period of time while they are being repaired or replacement will be credited the proposal amount of their monthly service fee for the time they were physically powered off.

Customers must submit a request for miner(s) to be powered off in the event a miner is deemed inoperable.  Credits can only be issued for the time miners were documented to be physically powered off.  Credits will be issued in daily increments.

Low Power Mode

n/a

Customer must submit a request to adjust a miner(s) monthly service fee to a lower rate as a result of a miner being configured for low power mode (LPM).  Compute North will then verify the difference is power load or the miner(s) and adjust the monthly service fee proportionately.  Customers must also notify Compute North immediately when a miner is configured into full power mode.  If Compute North discovers that a miner was returned to full power without notification, any credits or service fee adjustments for LPM will be reversed.

 

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