Service Level Agreement (SLA)

Cloud Sites™ SLA

Our no-loophole, no-legalese SLA

The Rackspace Cloud believes that your websites, email and databases should always be protected against unscheduled outages. Our commitment to you is that every effort will be made to keep your sites online.

This isn't an empty promise: 

1. Cloud Sites, powered by enterprise technology, is built to be highly robust.
2. We've hired great people.

Most importantly, we'll credit your next invoice with the equivalent of 1 day's hosting fee for each 60 minutes of unscheduled downtime (up to 100% of your Recurring Fee).  It doesn't matter why—any time your websites, email or databases are offline or not functioning as a result of a failure in our systems, data center, or network is considered downtime, and we begin counting from the minute you open an incident report with our support team.

That's it—we've designed our SLA to be ultra-simple. Please note that the Cloud Sites™ SLA does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We'll post notification of scheduled maintenance before it happens, and since we operate clusters of servers, maintenance that causes downtime should be rare.

Cloud Files™ SLA

Guaranty

We guaranty that Cloud Files™ service will be available 99.9% of the time in a given billing cycle. If we fail to meet this guaranty, you will be eligible to receive a credit to your account. The credit will be calculated as a percentage of your last billed fee for the Cloud Files service, or at your option, your fee for the current billing cycle (to be applied at the end of the billing cycle). Credits will be based on the duration of the unavailability that exceeds the 99.9% threshold as defined below.

Unavailability

Unavailability means: (i) The Rackspace Cloud network is down, or (ii) the Cloud Files™ service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (iii) the Content Delivery Network fails to deliver an average download time for a 1-byte reference document of 0.3 seconds or less, as measured by The Rackspace Cloud's third party measuring service.

Unavailability due to scheduled maintenance is excluded from these conditions and does not contribute towards unavailability calculations.

Credits

Account credits are calculated as a percentage of your Cloud Files™ service fee, as follows:

Total Cloud Files™ Available Time (for given billing cycle)	Credit Amount
100% - 99.9%	0%
99.89% - 99.5%	10%
99.49% - 99.0%	25%
98.99% - 98.0%	40%
97.99% - 97.5%	55%
97.49% - 97.0%	70%
96.99% - 96.5%	85%
Less than 96.5%	100%

For example, if your billing cycle is 30 days, and Cloud Files™ is unavailable for 47 minutes during that billing cycle (.11% of the minutes in the billing cycle) then you are eligible for a 10% credit.

Definitions: For purposes of this Service Level Guaranty:

"Cloud Files™ service" means the Cloud Files™ Authentication Service, Storage System, and CDN-Management ReST web service interfaces, and related back-end systems;

"Content Delivery Network" means the global network of servers designed to expedite delivery of web content by serving the content from a location in geographic proximity to the user;

"scheduled maintenance" means maintenance that is announced at least ten business days in advance, and that does not exceed sixty minutes in any calendar month;

"The Rackspace Cloud network" means the portion of The Rackspace Cloud network that extends from the outbound port on The Rackspace Cloud edge device to the outbound port on the datacenter border router;

"server error response" means an HTTP return status code between 500-599;

Limitations

You are not entitled to a credit if you are in breach of your services agreement with The Rackspace Cloud (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if the unavailability would not have occurred but for your breach of your agreement with The Rackspace Cloud or your misuse of The Rackspace Cloud system.

To receive a credit, you must contact your The Rackspace Cloud Account Team within thirty (30) days following the end of the unavailability. You must show that your use (or end users' use) of The Rackspace Cloud service was adversely affected in some way as a result of the unavailability to be eligible for the credit.

This Service Level Guaranty is your sole and exclusive remedy for Cloud Files™ unavailability.

This Service Level Guaranty is part of your Agreement with The Rackspace Cloud, along with The Rackspace Cloud Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.


June 23, 2009. The Rackspace Cloud™ is a trademark of Rackspace US, Inc.

Rackspace Cloud Load Balancers SLA

Load Balancers

We guaranty that the load balancing service will be available 99.99% of the time in any given monthly billing period, excluding scheduled maintenance.
In the event of a Load Balancer failure, the system is to failover to a partner device. In this event, the failover is to result in less than 30 seconds of disruption.

Credits

If we fail to meet a guaranty stated above, you will be eligible for a credit. Credits will be calculated as a percentage of the fees for the Rackspace Cloud Load Balancer adversely affected by the failure for the current monthly billing period during which the failure occurred (to be applied at the end of the billing cycle), as follows:

Load Balancers: Five percent (5%) of the Load Balancer Fees for each additional hour of downtime, up to 100% of the Load Balancer Fees;

Definitions: For purposes of this Service Level Guaranty:

Limitations.

You are not entitled to a credit if you are in breach of your services agreement with The Rackspace Cloud™ (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if downtime would not have occurred but for your breach of your agreement with The Rackspace Cloud or your misuse of the Rackspace Cloud Load Balancers system.

To receive a credit, you must contact your The Rackspace Cloud account team within thirty (30) days following the end of the downtime. You must show that your use of the Rackspace Cloud Load Balancer was adversely affected in some way as a result of the downtime to be eligible for the credit.

This Service Level Guaranty is your sole and exclusive remedy for Rackspace Cloud Load Balancer unavailability.

Notwithstanding anything in this Service Level Guaranty to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your fee for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.

This Service Level Guaranty is part of your Agreement with The Rackspace Cloud, along with The Rackspace Cloud™ Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.