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The Service Level Agreement (SLA) is incorporated into the Master Service Level Agreement. This Service Level Agreement ("SLA") describes performance guarantees for the Steady Communications, LLC network. This SLA made between Steady Communications, LLC, ("Steadcom", "Steady Communications, LLC", "Provider", "We", "Us", "Our") and you ("Customer", "Client", "You"). This document may be updated in the future and will be located online at http://v3.steadcom.com/legal. Customers are responsible for checking for changing as notifications may not be made.
This Agreement covers hardware owned by Steady Communications, LLC.
We provide a 99.999% network uptime Service Level Agreement. This meant that for any given month, we strive to provide a best effort services with no excess of 5 minutes of unreachability. If an outage exceeds a cumulative 5 minute in a month, we will credit 5% of the Customer's base monthly recurring fee for the affected service.
We provide a 100% uptime Service Level Agreement. This meant that for any given month, we strive to provide a best effort services with no excess of 0 seconds of unreachability. If an outage exceeds a cumulative 5 minute in a month, we will credit 5% of the Customer's base monthly recurring fee for the affected service. Per 20 minutes of downtime, up to 5% of the base monthly recurring fee.
Refund Procedures
To qualify for Service Level Agreement credits, Customers must notify Steady Communications, LLC within 24 hours of the perceived event by opening a new support ticket in highest priority notifying SteadCom that you wish to pursue SLA credit redemption. Customer must include perceived downtime date and estimate start and end time, as well as specific server or services affected by the reported service interruption. We reserve the right to withhold Service Level Agreement credits to any customer currently in default.
