TheAIBefore you reserve.
Everything a CTO or procurement asks before signing: money, delivery, acceptance, cancellation, SLA. Anything else: cloud@theai.com.
How fast do I get access after signing?
The delivery window is written into your capacity agreement — up to two months from signing, typically within a month. Tell us your target date in the request; earlier allocations open up regularly, and we'll say plainly what's possible. Billing starts only after acceptance benchmarks pass.
Is the reservation paid or binding?
Requesting a configuration is free and creates no obligation. Your quote — site, delivery window, spec and rate — comes within 24 hours. A 30% prepayment then locks your slot and rate; from that point the reservation is take-or-pay.
How do I lock my slot and rate?
Request a configuration → written quote within 24 hours → you accept → KYC, then MSA and order form → 30% prepayment invoice → slot and rate locked, take-or-pay. Remaining 70% per the agreement, monthly invoicing is standard.
Can I cancel a locked reservation?
A locked reservation is a rental contract, not a hold: the 30% prepayment is credited to your term and is not refunded if you cancel. Until you accept a quote, nothing is owed.
What if the delivery window slips?
If the delivery window in your agreement is missed, you choose: a rate reduction for the delay, or a full refund of the prepayment if the delay is material. Billing never starts before acceptance, and your rate does not move.
What if the cluster doesn't pass acceptance?
Acceptance criteria are written into your agreement before delivery. If the cluster doesn't pass them, the prepayment is refunded in full. The criteria are spec-based until first delivery: nccl-tests all_reduce inside the node over NVLink and across nodes over the cluster fabric, against the bandwidth thresholds named in the agreement; DCGM diagnostics at level 3; and a burn-in run.
Can I train across multiple nodes?
Yes. Nodes in one reservation are delivered together as a single cluster on a high-bandwidth fabric; the fabric type and per-GPU bandwidth are named in your written quote for that batch. Reserve two or more and multi-node training works from day one.
How does billing work?
Reserved terms: a 30% prepayment invoice after you accept the quote, then monthly invoices per the capacity agreement. Billing starts only after acceptance benchmarks pass. No egress fees.
What SLA do you offer?
Service levels are set per cluster in the capacity agreement and backed by service credits for shortfalls. They differ between batches, but every batch carries a production-grade uptime commitment — see Terms for the credit mechanics.
Who can use the service?
Our nodes are hosted in Canada and the United States; the hardware is of U.S. origin, so U.S. export controls apply and we follow them: every organization passes screening during quote acceptance, before workloads run.