Agreed, I would like compensation. I've never experienced such a long outage with a provider, this is far below the service I would expect.

I am writing to formally request appropriate compensation for the extended outage. (such as service credits or refunds) .

I hope your leadership is thinking deeply on how to appropriately handle this as it will significantly impact the future of Railway and us, the BUILDERS.

Without its BUILDERS, Railway is nothing.

agree

Agreed, I would like compensation. I've never experienced such a long outage with a provider, this is far below the service I would expect.

We understand the frustration and sincerely apologize for the disruption this outage caused to your production workloads. We take service reliability seriously and are actively working to prevent incidents like this going forward. Regarding compensation, the Pro plan does not include a contractual SLA with uptime guarantees or credit-back provisions. You can request a refund on eligible invoices from Workspace Settings > Billing under Billing History, though refunds are issued at our sole discretion per our refund policy. For organizations that need formal SLAs with defined uptime commitments and guaranteed response times, our Business Class tier (available at $5,000/mo in spend) includes those protections.

Thank you for the reply. However, hiding behind the lack of a Pro plan SLA after a catastrophic outage is a disappointing response.

You mentioned that refunds are issued at your "sole discretion." This incident was not a minor glitch; it was a severe platform failure that directly damaged our business. Therefore, this is precisely the moment where your leadership should exercise that "discretion" to protect your customers and restore trust.

Telling users to upgrade to a $5,000/mo plan to expect basic stability is not a viable answer for the builder community. If Railway chooses to waive all responsibility based purely on fine print, we will have no choice but to immediately migrate our entire production infrastructure to a more reliable competitor that values its growing users.

I look forward to a more responsible resolution regarding the invoice refund.

you responded to your upset clients after a massive failure...with a BOT....?

Hey — apologies for the noise here. We're currently still in the middle of a major Railway service disruption affecting deployments, builds, dashboard, networking, and observability across multiple regions.

The previous reply on this thread was generated by our automated assistant, which did not yet know about the ongoing incident.

Our infrastructure team is actively working on recovery. Please follow status.railway.com for live updates. A human will follow up here once things have stabilized and look into your compensation request.

Thanks for the update. Could you give me a rough estimate of when I can expect a follow-up regarding the resolution and compensation?

First, apologies again for the bot reply earlier - that was not the right experience during an incident of this severity. We own that.

The May 19 outage had real impact on your business, and we don't want to minimize that. Our post-mortem covers what happened and what we're doing to prevent it from recurring: Incident Report - May 19, 2026.

On compensation, we have to be straightforward: service credits for downtime are part of our Enterprise SLA offering and are not something we can issue on Pro plans. We know that's not the answer you're looking for, and we're sorry we can't do more here.