CUSTOMER RESPONSIBILITY FOR OFFSITE REPAIRS AND WARRANTY COORDINATION

Customer Responsibility for Offsite Repairs & Warranty Coordination

At Stellar Forge Mining, our mission is to deliver the most reliable, uptime-focused hosting experience in the mining industry. To maintain that standard and keep our operations focused where they bring the most value, we are updating our policy regarding warranty and offsite repairs.

What's Changing

Effective immediately, all customers will now be responsible for coordinating warranty and offsite repair processes directly with the repair provider of their choice, including units that are going to Bitmain, Whatsminer, IceRiver or any other first-party manufacturer for non-warranty and warranty repairs.

This means:

• Stellar Forge will no longer coordinate directly with manufacturers or third-party repair centers for warranty claims or out-of-warranty repairs.

• The customer will manage their own tickets, invoices, and communication with the repair provider.

This change allows us to focus more on what we do best—hosting, monitoring, uptime, and performance.

What We Will Continue to do for You

While repair coordination is the responsibility of the customer, we are not stepping away from supporting our customers. We will continue to:

• Package your unit for safe transport to your chosen repair provider.

• Schedule regular outbound shipments from our hosting location.

• Track what was sent and what is returned on your behalf.

• Assist with logs or technical data if a repair center requests additional information about the unit.
  (If the manufacturer or third-party repair provider requests logs, kernel data, or unit behavior reports, we’ll provide that directly upon request.)

We’ll make sure your equipment is shipped securely and that any information needed for diagnosis is available—we simply won’t be the party managing the repair timeline or correspondence.

What You Are Responsible For as the Equipment Owner

To ensure a smooth and efficient repair process, here’s what you’ll need to manage directly:

• Open a repair or warranty ticket through your manufacturer's account or chosen repair center.

• Contact the repair center for updates and coordinate payment directly.

• Decide whether you want first-party or a third-party provider to handle the repair.

• Monitor your unit’s status and communicate any return shipping details with us.

Please note:
We do not endorse or recommend third-party repair centers.
The decision to use any non-manufacturer provider is at your discretion.

6-Month Return Requirement

Units sent offsite for repair must be returned to us within 6 months.
If a repaired unit is not returned within that time-frame, a penalty will be added to your account.

This timeline ensures fair use of hosting resources while giving you flexibility to seek the repair path that works best for you.

Why the Change

Over the past year, we've facilitated a large number of warranty and offsite repair requests with manufacturer and third-party providers on behalf of our customers. What we have found is this has made it difficult for customers to get direct answers, and difficult for our team to stay focused on uptime, performance, and infrastructure — which are the core reasons customers choose Stellar Forge. By giving customers full control over the repair process, we believe this policy will lead to more direct accountability, faster resolutions, and less confusion overall.

Expanding Tier II Capabilities

Looking ahead, we’re actively expanding our Tier II repair capabilities in-house. This means that in the near future, we will be able to support more miner models directly—cutting down turnaround time and helping resolve hardware issues faster without needing to send units offsite.

Click here to find out more about our tier I and tier II services.

Need Help Creating a Bitmain Repair Ticket?

If you need assistance creating a repair ticket with Bitmain, please refer to this step-by-step article: HOW TO CREATE A BITMAIN WARRANTY REPAIR TICKET

We remain fully committed to helping you succeed with your mining operation. We’re confident this policy will provide a better experience overall, with clearer expectations, faster coordination, and fewer delays caused by third-party repair processes.

Thank you for being part of Stellar Forge Mining.