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[CORPORATE Info]

Providing Reliable Service.
If you are looking for not only network reliability, but a whole
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CORPORATE Info

Service Level Agreement (SLA)

This document shows you the high quality of service we are promising.

Last updated: April 30, 2008

Steadfast Networks has spent considerable time and money to make available one of the most redundant networks available anywhere. This has been accomplished by the following:

Dedicated Server and Colocation Power/Network SLA

Steadfast Networks will provide a minimum 100% uninterrupted transit to the Internet (as measured on a monthly basis) as well as 100% uninterrupted electricity. Should transit to the Internet or electricity become unavailable for a cumulative period up to 5 minutes beyond the 100% minimum in any month of service, the client will receive a refund equivalent to 5% of the client's Recurring Monthly Fees for that month for every additional 5 minutes the network or power is unavailable.

All refund calculations will be based on unavailability in 5 minute increments. The above agreement does not cover outages caused by equipment and/or events under the control of the client. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page at https://support.steadfast.net/?_m=news&_a=view, and will not exceed 60 minutes per month.

Steadfast Networks will do its best to make hardware replacements on all dedicated and colocated systems, but cannot make any guarantees in regards to colocated equipment. All attempts will be made to get the system diagnosed and operational within 24 hours. There are no additional fees for hardware replacement in dedicated systems, but colocated customers may incur additional fees for hardware replacement services. Critical components such as RAM, hard drives, and motherboards will always be kept in stock to assure prompt replacement.

Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 30 days of the incident.

To request a refund email billing@steadfast.net with your account name along with the time of and time span of the outage.

Dedicated Server Hardware SLA

Steadfast Networks offers a 4 hour hardware replacement SLA on all current dedicated server offerings, those servers listed here. The 4 hour period begins as soon as there is a ticket response confirming a hardware issue and only applies if it is specified to perform the maintenance immediately. If the hardware is not replaced within 4 hours of the detected failure a 10% SLA credit can be requested, with an additional 10% for each additional hour, by emailing the details and duration of the outage to billing@steadfast.net. The credit must be requested within 30 days of the incident and the amount of the credit cannot exceed 100% of the monthly fee for the affected server.

There is no hardware SLA offered on custom or older systems due to potential availability issues, but best effort will be made to resolve these issues during the same 4 hour time period.

Shared Hosting/VPS SLA

Steadfast Networks will provide a minimum 99.99% uninterrupted access to your web site, email, and other related services. Should your services become unavailable for a cumulative period beyond the allowed 0.01% in any month of service, the client will receive a refund equivalent to 5% of the client's pro-rated recurring monthly fees for that month and then an additional 5% for every additional 15 minutes the web site and/or other related services are unavailable.

All refund calculations will be based on unavailability in 15 minute increments. The above agreement does not cover outages caused by client error or account transfers. This Service Level Agreement does not cover outages due to scheduled or emergency network and/or facility maintenance, which will be broadcast to all customers in advance via the web page at https://support.steadfast.net/?_m=news&_a=view, and will not exceed two hours per month.

Any and all refunds to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the refund is paid. All refunds must be requested within 30 days of the outage.

To request a refund email billing@steadfast.net with your account name along with the time of and time span of the outage.

Performance Guarantee

Steadfast Networks will maintain its network in such a manner as to provide to all customers the best possible performance to the Internet. In order to achieve this Steadfast Networks makes the following guarantees to all onsite Internet clients:

In addition to the above performance guarantees, Steadfast Networks will, for all premium network clients, take all possible measures to insure all client traffic reaches its destination in a timely fashion comparable and within reason to any other carrier in the area. These measures include the manipulation of routing tables so as to direct traffic to the Internet using its best possible upstream link. It is also guaranteed that efforts will be made to assure no users will be negatively affected by DDoS attacks against other customers on our network. Null routing of an IP is only done as a last resort on our IRC network as filtering will be attempted first. DDoS attacks to or from servers on our premium and value networks may be null-routed if attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.