TheAISupport.
Open a request
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 (wire or USDC) — 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 or USDC against the invoice — details are on it. Card payments arrive with on-demand. 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 (99.5%, 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; on-demand (planned) will bill per minute of RUNNING and stop the minute you terminate.
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.