Steadfast. Keeping you connected.

[CORPORATE Info]

Providing Reliable Service.
If you are looking for not only network reliability, but a whole
company you can depend on, Steadfast Networks does it all.

CORPORATE Info

Service Level Agreement (SLA)

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

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 an account credit equivalent to 5% of the client's Recurring Monthly Fees of affected services for that month for every additional 5 minutes the network or power is unavailable.

All credit 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.

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

To request a credit email billing@steadfast.net with your account name along with the time of and time span of the outage. Accounts must not be past due when requesting an SLA credit.

Dedicated Server Hardware SLA

Steadfast Networks offers a 2 hour hardware replacement SLA on all current Chicago dedicated server offerings, those servers listed here. The 2 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 2 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 2 hour time period. The SLA also does not cover software related components, such as the restoration of backups.

Cloud/VPS/Backup 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 credit 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 credit 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 credits to the client will not exceed 100% of the client's Recurring Monthly Fees for the month in which the credit is paid. All credits must be requested within 30 days of the outage.

To request a credit 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, take all reasonable measures to insure all client traffic reaches its destination in a timely fashion, comparable 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 and investigating the addition of additional upstream links or direct peers. 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 for any substantial period of time. DDoS attacks to or from systems on our network may be null-routed if such attacks are identified. Downtimes due to the null-routing of an IP or regarding billing issues do not count against the SLA.

Note: Account credits are issued to your Steadfast account to be used for future service. Refunds will not be issued.