We guarantee that Cloud Block Storage service volumes will be available 99.9% of the time in a given monthly billing period. The Cloud Block Storage service volume shall be deemed to be available if it is not affected by unavailability as defined below.
If we fail to meet this guarantee, you will be eligible to receive a credit to your account, as set out below. Credits apply to affected Rackspace Cloud Block Storage service volumes only.
Unavailability means: (i) The Rackspace Cloud Block Storage service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (ii) data stored on Cloud Block Storage volumes becomes inaccessible to the applicable Cloud Server. Unavailability due to scheduled maintenance is excluded from the guarantee, and does not contribute towards unavailability calculations.
If we fail to meet a guarantee stated above, you will be eligible for a credit.
Credits will be calculated as a percentage of your last billed fee for the affected Cloud Block Storage service volume; or at your option, as a percentage of your fee for the then current billing cycle for the affected Cloud Block Storage service volume. In default of your election then credits will be calculated as a percentage of your last billed fee for the affected Cloud Block Storage service volume.
Credits will be applied to your account at the end of the then current billing cycle.
Credits will be calculated based on the percentage availability in a given monthly billing period as follows (credit amounts expressed as a percentage of the fee for the affected Cloud Block Storage service volume):
|Total Cloud Block Storage availability (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%|
Definitions: For purposes of this Service Level Guarantee:
• "Cloud Block Storage service" means the Cloud Block Storage Authentication Service, Storage System, and REST web service interfaces, and related back-end systems.
• "storage volume" or “volume” means a logically identified container or dataspace provisioned within the Cloud Block Storage service for your use.
• "scheduled maintenance" means maintenance that is announced at least 72 hours in advance, and that does not exceed sixty minutes in any calendar month.
• "server error response" means an HTTP return status code between 500-599.
You are not entitled to a credit if you are in breach of your services agreement with Rackspace (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 Rackspace or your misuse of the Cloud Block Storage service.
To receive a credit, you must contact your Rackspace Cloud account team within thirty (30) days following the end of the unavailability. You must show that your use of the Cloud Block Storage service volume was adversely affected in some way as a result of the unavailability to be eligible for the credit.
This Service Level Guarantee is your sole and exclusive remedy for Cloud Block Storage unavailability.
Notwithstanding anything in this Service Level Guarantee 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 will not be carried forward to future billing periods.
This Service Level Guarantee is part of your Agreement with Rackspace, along with the Cloud Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.