Steadfast understands how important reliability and available are to your business, so we have spent considerable time and money to make available one of the most redundant networks available anywhere. We then back it with the industry's strongest Service Level Agreement (SLA). This has been accomplished by the following:
Steadfast will use commercially reasonable efforts to provide 100% uninterrupted public network connectivity as well as 100% uninterrupted electricity as long as the client utilizes redundant network connectivity and power circuits. Should network connectivity or electricity across all redundant network or power connections become unavailable for 10 minutes in any month of service, the client will be entitled to an account credit equivalent to 5% of the client's monthly recurring fees for the directly impacted bandwidth or power services for that month. An additional 5% credit can be earned for every additional 5 minutes the network or power is unavailable. Credit calculations will be based on unavailability in 5 minute increments.
Steadfast will use commercially reasonable efforts to provide 99.99% availability (ability to maintain external connectivity and perform disk operations) on a monthly basis of all standard public cloud or private cloud services (utilizing cloud management/orchestration, high availability shared storage, high availability hypervisors, and a minimum of N+1 hypervisor redundancy) but customers can opt for lower levels of service (with less redundancy) that provide a reduced SLA. Systems utilizing cloud management/orchestration and high availability shared storage have a 99.9% availability SLA while stand alone systems (no cloud management/orchestration) or systems without highly available storage will have a 99.75% SLA. Should a service be unavailable for more than the time allowed by the SLA the client is entitled to an account credit of 10% of the monthly recurring fee of the impacted service. If availability goes below 99% that credit is increased to 35% and if it goes below 95% the credit is increased to 100%. Failover system or other systems used only for redundancy purposes or custom ordered servers are not covered by the SLA.
An initial response will be provided by an individual on our support team to a support ticket (submitted to the Support department of our Help Desk at https://support.steadfast.net or via firstname.lastname@example.org) within 1 hour. This is measured from the minute your ticket is initially received by our system, the ticket is created, and a ticket number is issued. You will be sent an email with this ticket number and the ticket will be visible in the Help Desk. If you do not have a ticket number, a ticket has not been created. Should a support ticket go longer than 1 hour without an initial response the client will be entitled to an account credit of 10% of the monthly recurring fee of the primary service the ticket is for. This SLA does not apply to duplicate or inappropriate tickets and must be submitted by an authorized contact on the account.
To request an SLA credit, email email@example.com from an authorized contact on the account with your account ID, the services (a service is a specific line item or service ID) affected, the date and time the incident started, and the date and time the incident was resolved. Please supply any applicable ticket numbers as well as any other evidence to demonstrate the incident. The SLA request must be made within 30 days of the incident.
Accounts must not be past due when requesting an SLA credit. Account credits are issued to your account to be used for future service and will be automatically applied to newly created invoices. Refunds will not be issued, except at the sole discretion of Steadfast. Credits are issued only for the directly impacted services and not for other related services. These credits are your sole and exclusive remedy for any performance or availability issues for for your services under the Agreement and this SLA. Credits will not exceed 100% of the client's recurring monthly service fees for the impacted services for the month in which the incident occurred.
The Service Level Agreement does not cover incidents due to: