TheAISupport.
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Pre-sales questions, quote follow-ups, and anything about a running instance or your account.
Quick question before reserving, or anything about your account? cloud@theai.com — same inbox as the form, we reply within a few hours. For incidents, include your instance id.
FAQ
I sent a request — what happens next?
Within 24 hours you get a written quote by email: site, delivery window, exact node spec and your rate. Nothing is owed until you accept it. On acceptance we issue a 30% prepayment invoice — paying it locks slot and rate, take-or-pay; the remaining 70% follows the capacity agreement (monthly invoicing is standard). Billing starts only after acceptance benchmarks pass. Want to talk it through first? Reply to the confirmation email or book a call from the link in it.
What is in the quote, and can I change the configuration?
Node count, term, rate, delivery window, and the acceptance criteria that gate billing. You can change nodes or term before accepting — send a QUOTE request with your reference number (#XXXXXX from the confirmation email) and the new numbers.
How do I pay the 30% prepayment?
Bank wire against the invoice — details are on it. Export-control screening of your organization completes during quote acceptance, before any workload runs; questions about it — a QUOTE request or cloud@theai.com.
I can't SSH into my node
Check that the key you're using is listed in Settings → SSH keys before the cluster was delivered (keys are installed at provisioning), and connect as root@<ip> on port 22. Still stuck — send an ACCESS request above; these are prioritized.
My node stopped responding mid-run
Send an INCIDENT request with the instance id. Billing for the affected time is credited per our SLA (per your capacity agreement, service credits).
What happens to my data when I terminate?
Local NVMe drives are wiped between tenancies. Keep datasets and checkpoints in your own object storage — see Docs → Moving data for the sync pattern.
Can I pause an instance instead of terminating?
No — bare metal has no stop/start. Reserved terms hold your nodes for the whole term; releasing a node early doesn't shorten the term (take-or-pay).
How do I get an invoice?
Reserved terms are invoiced per the capacity agreement — the 30% prepayment invoice and then monthly statements arrive by email. Need specific fields on the document — send a BILLING request.