Included support features
In order to get Cloud Servers, you need to sign up for an account. So should you sign up for a Rackspace Cloud Account or a Managed Cloud Account?
When you sign up for a Cloud Account, we support the basic infrastructure for Cloud Servers, but not the software installed on your server. A Managed Cloud Account adds a layer of service, to help you plan, build, and manage your cloud infrastructure. Check out the chart below to determine what you get.
Managed Cloud |
Cloud Account |
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| Planning your cloud infrastructure: Personalized guidance from our specialists to help you design a cloud infrastructure to meet your needs. Top | ||
| Architecture support Get personalized guidance planning, designing, and architecting a cloud infrastructure for your cloud applications. |
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| Scaling support We deliver technical guidance on scaling your cloud infrastructure for future growth or high-traffic events. |
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| Migration support We can migrate you—free of charge, in most cases—to the Rackspace Cloud from a traditional environment or another cloud provider. When moving complex configurations, we rely on our Professional Services group and our Cloud Tools partners. |
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| Optimization support Benefit from personalized guidance in optimizing your existing applications for better performance and security when moving to the Rackspace Cloud. |
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| Technical guidance Our specialists provide guidance on cloud products to help you build your applications in the cloud. We also provide guidance in setting up and managing cloud products via the Control Panel or API. |
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| Security setup support Technical guidance on security setup and best practices. |
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| Online reference architectures Review generalized architectures of the most commonly used applications on the cloud. |
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| Building your cloud infrastructure: Rackspace admins and engineers log into your account and build your cloud infrastructure. Top | ||
| Operating system Configuration of Linux (Ubuntu, CentOS, Red Hat® Enterprise Linux®) and Windows Server®. |
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| Server configuration Resizing, snapshots, adding and removing servers, and more. |
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| Web server Installation and configuration of Apache, IIS, nginx*. |
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Database server
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| Programming language installation and configuration On Linux (Perl, PHP, Python, Ruby) and Windows (ASP, ASP.NET). |
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| Caching software Installation and configuration of Memcached, and Varnish. |
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| Synchronization tool Installation and configuration of lsyncd. |
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| Software firewall Installation and configuration of iptables, ufw and Windows Firewall. |
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| FTP server Installation and configuration of Windows FTP, VSFTPD. |
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| SMTP server Installation and configuration of IIS (outgoing ONLY), POSTFIX (outgoing ONLY), Mailgun, sendgrid. |
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| Terminal Services Installation and configuration of the Terminal Services role and customer-supplied license. |
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| SSL Installation & configuration of customer-supplied SSL certificates. |
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| User provisioning Setting up user accounts for your developers and deleting user accounts when developers leave your company. |
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| File permissions Setting up proper file permissions for your developers. |
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| DNS Creating, configuring, deleting, importing and exporting your domains and records. |
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| Monitoring Configuring Cloud Monitoring to monitor your Cloud Servers. |
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API support
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| Access to the Cloud Tools Marketplace Leverage our large network of third-party solutions to build your cloud. |
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| Cloud Best Practice Guides and security setups (in our Knowledge Center) to help you deploy your cloud. | ||
| Managing your cloud infrastructure: Rackspace admins and engineers log into your account to help run your cloud on a day-to-day basis Top | ||
| Operating system Patching, monitoring, and troubleshooting of Linux (Ubuntu, CentOS, Red Hat® Enterprise Linux®) and Windows Server®. |
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| Web server Patching, monitoring, and troubleshooting of Apache, IIS, and nginx*. |
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| Caching software Patching and troubleshooting of Memcached and Varnish. |
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| Synchronization tool Patching and troubleshooting of lsyncd. |
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| Software firewall Troubleshooting of iptables, ufw and Windows Firewall. |
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| SSL Setting up customer-supplied SSL certificates. |
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| Programming language Basic troubleshooting for PHP, Python, Ruby, Rails, ASP and ASP.NET. |
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| Database server MySQL, MS SQL:
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Expanded image backups
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Standard image backups
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| File-level backups via Cloud Backup On-demand, hourly, daily, or weekly. (You must schedule the backups.) |
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| Cloud Backup Troubleshooting and verification. |
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| Cloud DNS Troubleshooting and verification. |
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| Cloud Monitoring setup and management Including monitoring for URL content, port, ping, and system checks for CPU, disk, and memory, plus advice on alarm conditions to alert on. |
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Monitoring alerts
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Dedicated support team consisting of:
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| Fanatical Support 24x7x365 support and services
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Strong SLAs
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| Network used only for our customers’ hosting needs Not shared with telecom or cable TV traffic that would negatively affect your service. |
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| High-performance bandwidth (unlike cheap hosting providers). |
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| Network redundancy We use 9 network partners to provide redundancy. |
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| No single point of network failure Network configuration designed to guard against any single point of failure at the shared network level. |
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*For more details, read about the spheres of support on the Rackspace managed cloud. If you still have questions, our Managed Cloud FAQs may answer them.
Additional Support Resources:
We're Always Here
Direct, immediate access to your team 24x7x365. Yes, that means no frustrating automated menus when you call.
We're Ready to Help
From deep strategic planning to reacting to an emergency at 3 a.m., Rackers are ready to help.
We're Empowered
When you call Rackspace, you don't have to fight to speak to someone who can solve your problem.
We're Transparent
We don't shy away from hard conversations. If we make a mistake, we'll admit it and fix it.