Data Center Access

All colocation customers are allowed to enter our data center space to work on their own systems at any time. All we ask is that you contact us at least 10 minutes in advance so we can be prepared for your arrival. If that is not possible there may be some delays, but you will still be allowed into the space. You must be listed as a contact in the management control panel at https://manage.steadfast.net or we must receive an email from a primary contact granting access to the space, in order for you to be allowed into the data center space. The primary contact and/or Company are responsible for the actions of all people they authorize for access or otherwise allow into our data center facilities.

No one under the age of 18 is allowed in the data center space unless they are specifically granted access by an authorized contact and a minimum $1 million per incident liability insurance policy is in place, listing Steadfast Networks LLC as an insured party.  

No food or drink is allowed in the data center at any time.  

We reserve the right to refuse access to our data center facilities for any reason, such as (but not limited to) excessively disrespectful behavior, dangerous behavior, or violation of these policies.  

Billing Authorization

If someone is on the customer access list or specifically given access to customer space it must be assumed that that individual is a representative agent of the customer and is thus given authorization to submit tickets or make other requests that may result in billing based on the terms of the contract or other standard billing rates as outlined here. If this is not the case, the customer must clearly specify in advance and such terms must be agreed upon by Steadfast in advance.

Standard Rates

Our standard on-site hands rates are:

• Simple Data Center Hands - For data center tasks requiring primarily manual work, such as racking systems, running cables, or pressing buttons. If you can present clear, simple instructions to our data center technicians to complete this task, requests will be billed at this level. - $160 per hour, billed at the quarter hour
• Advanced Support - For anything above the level of Simple Datacenter Hands, such as System Administration, Network Engineering, and System Design/Engineering. - $300 per hour, billed at the half hour 

Our standard storage rates in Chicago (there is no storage available in our New Jersey location) are:

• Small Bin ( 17.7” x 10.1” x 6" ) - $25/mo
• Large Bin ( 19.8” x 13.8” x 11.8" ) - $50/mo
• For storage of complete systems or other items that do not fit in the above bins this will need to be negotiated specifically with your account manager in advance. Fees start at $30/mo per item.

Our standard rates for in-cabinet power distribution units (PDU), otherwise known as a power strip, as they are not included in cabinets by default:

• Metered 20A 120v 0u (vertical) APC PDU with 20 (or more) outlets - $50/mo
• Metered 30A 208v 0u (vertical) APC PDU with 20 (or more) outlets - $80/mo
• Other PDUs (May be available, but please contact us in advance) - $100/mo

Note: We attempt to always have these PDUs available, but there is no guarantee of immediate delivery unless purchased in advance.

Organizational Policies

If you do come to the data center there are certain rules you must follow to help maintain a clean and safe working environment.  First, please clean up after yourself. There are trash receptacles inside both of our data center spaces and large garbage carts near the entrances to both data centers where all trash should be thrown out.  We do not allow anything to be stored inside your server cabinets other than the servers and related equipment. This means no paper, boxes, CDs, CD cases, etc. If you do need to store things at the data center, we provide storage bins as indicated above.  

We also provide (on a first come, first served basis) the following items for customer use at no additional charge:

• power cables (3 foot 120v and 208v)
• Cat 5e network cable (7 foot, 10 foot or spool)
• RJ45 ends
• cable crimpers
• cable testers
• label makers
• cage nuts and screws
• crash carts (with keyboards, monitors, and mice)
• screwdrivers, scissors, and other tools

These items may not be removed from the data center.   All customer-use tools and cabling are available inside the data center and must be returned when you are done with them.  If you need assistance locating customer-use items, please contact any available staff member.  If you do not return items and clean up after working in the data center, you may be charged the value of the lost item and for clean-up at our standard hourly rate.

Any equipment must be securely rack-mounted or on a shelf in the location specified by our staff.  You cannot place equipment on the floor of a cabinet or on top of another system as unsecured equipment can be hazardous to our staff.  Everything must stay inside your designated cabinet space and any cables run between adjacent cabinets must be run inside the lower basket rack above the cabinets. It is also recommended that you label every piece of hardware and all network cables and keep up-to-date documentation to assure quick resolution of support requests.  

We do not allow customers to store exposed cardboard, wood, or paper products anywhere in the data center. This is for both fire prevention and cooling reasons. Any cardboard or paper should be either thrown out in the trash receptacles or taken back with you. If you do need to store items that you would like to keep in boxes, you will need to utilize or purchase storage space as specified above. 

All customer cabinets and equipment must maintain front to back airflow. The data center is set up in a strict hot-aisle and cold-aisle configuration and any changes in the airflow patterns can negatively affect other clients. Customers will be informed of improper airflow and we expect prompt resolution of these issues.  If action is not taken, we reserve the right to make the needed adjustments on our own.  Blanking panels are provided at no charge and may be installed proactively to correct any improper airflow.

Support Requests

If you do need us to do work on your colocated equipment, you accept that by making a request, you will be charged our standard on-site labor rate as listed above. There will always be a fee for any work requested and completed.  

We request that directions be as complete and detailed as possible, as we will likely be unfamiliar with the specific hardware and software you are running.  Requesting us to fix a problem without providing details is enough for us to start working on the issue, but it may take much more time to diagnose the problem, resulting in much higher charges.  Work requests can be made by anyone on the access list unless their access is specifically restricted with a statement saying “No Billable Actions Authorized.”  To add or remove someone from the list of primary and/or billing contacts, you can log in to your control panel at https://manage.steadfast.net.  Under Client Profile, click “View Profile” and then add, edit, or delete contacts. To be able to request major changes to the account, such as upgrades, the person must be specifically listed as a Billing Contact or a Primary Contact.

Power Utilization

When allocated a full circuit, it is the customer's responsibility to assure that fire code is followed, which does not allow more than 80% sustained utilization on a given circuit.  If it is noted by our staff that this code is not being followed the customer will be contacted and given 24 hours to resolve the issue. If the issue is not resolved within 24 hours we reserve the right to identify and disable the minimum amount of equipment needed to reduce power utilization to safe levels.  

For shared colocation customers, power utilization is checked on initial boot with all available modules/components running and adjustments may be made to the billing service to adjust for differences in power utilization.

Shipping/Receiving Policies

Any items shipped to us must be shipped via UPS, FedEx, DHL, local courier or freight service or brought in by hand directly to the data center. We do not accept shipments via the US Postal Service. If the item is shipped, you must provide a tracking number to our support department, so we can identify the package as yours. You should also provide us with setup and installation instructions.  

We will not unpack or prepare equipment shipped to us unless it is specifically requested. Shipments must be put into your permanent storage, racked, or utilized within one week of being received, otherwise storage fees may be charged at the listed rates.  It is expected that any equipment sent is already configured or installed. Installations and other related work are billed at our standard rate and detailed instructions must be provided.  

Shipments are often signed for by a third party, such as building security or loading dock agents, so we cannot guarantee package inspection prior to the shipment being accepted.  

We will not keep any boxes, packing materials, cables, or other items in the boxes that are not necessary for racking or mounting the device unless specifically requested and the listed rates are paid for storage.  Please note that we will use our own network and power cables unless otherwise requested, so the original cables will not be kept or returned with systems.

For outbound shipments, you will be charged for minimum of one half hour of on-site labor per item for packing and handling, plus the associated shipping and materials costs. While we do keep a number of server boxes on-site, we cannot guarantee we will have the quantity or type of boxes necessary for all situations and make no guarantees as to the quality or suitability of these materials.  It is highly recommended that you send us boxes and shipping material specific to your system for outbound shipments. You are responsible for maintaining proper insurance through the entire shipping and receiving process.  If proper plans are not made for outbound shipments and local storage of the equipment is necessary for over one week you will be charged the listed storage fees.

It is highly recommended that you include a return shipping label with any shipments sent to us, so we can return the packaging to you.  This will allow you to store the packaging materials yourself and send the box back to us when you want to have the device returned to you.