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Cloud Big Data Platform SLA

Rackspace Cloud Big Data Platform is a preconfigured group of virtual servers running Hadoop software ("Cluster"). Each Cluster is comprised of two related subsystems, the control plane and the data plane, each with its own service level guarantee.

I. CONTROL PLANE
The "control plane" is the Cloud Big Data API (Application Programming Interface) used to create, manage, and delete Clusters. Rackspace guarantees the control plane will be available 99.9% of the time in any given monthly billing period.

                            SLA Credit for Control Plane:    
                            Monthly Availability        Credit Percentage*
                            100% - 99.9%                               0%   
                            < 99.9% - 99.5%                          10%
                            < 99.5% - 99.0%                          20%
                            < 99.0%                                       30%

“Monthly Availability” is calculated on a per customer, per region basis, for a given monthly billing period, as follows (represented as a percentage):
                            1 – (Total API Errors)/(Total Valid API Requests)

* Credits will be calculated as a percentage of all Cluster fees in the affected region for the monthly billing period.


II. DATA PLANE
The "data plane" includes Clusters created via the control plane plus supporting systems and services required for the proper functioning and availability of the Clusters.  Customers manage and have full control over their Clusters and Rackspace makes the following guarantees with regards to the following supporting systems and services: 

Network
Rackspace guarantees that its data center network will be available 100% of the time in any given monthly billing period, excluding scheduled or emergency maintenance.  Network downtime exists when a Cluster is not reachable as a result of a failure in the data center network.

              SLA Credit for Network Downtime: 5% of the Cluster fees for each 30 minutes of network downtime (or portion thereof), up to 100% of the Cluster fees.**

Data Center Infrastructure
Rackspace guarantees that data center HVAC (Heating, Ventilation and Air Conditioning) and power will be functioning 100% of the time in any given monthly billing period, excluding scheduled or emergency maintenance.  Data center infrastructure downtime exists when a Cluster experiences a failure as a result of power or heat problems.

               SLA Credit for Data Center Infrastructure Downtime: 5% of the Cluster fees for each 30 minutes of data center infrastructure downtime (or portion thereof), up to 100% of the Cluster fees.**

Cluster Hosts
Rackspace guarantees the functioning of all Cluster hosts including the hypervisor.  If a Cluster host fails, Rackspace guarantees that restoration or repair will be complete within one hour of problem identification. 
 
              SLA Credit for Cluster Host Downtime: 5% of the Cluster fees for each additional hour of downtime (or portion thereof), after the first hour, up to 100% of the Cluster fees. **

** SLA credits will be calculated as a percentage of the Cluster fees for those Clusters adversely affected by the failure for the monthly billing period during which the failure occurred.

III. DEFINITIONS AND LIMITATIONS

Definitions
For purposes of the Service Level Agreements outlined above:

•    "API error" is defined as: (i) an HTTP 5xx server error response to a valid API request or  (ii) no response to a valid API request because the API is down.  Network errors or downtime outside of the Rackspace data center network do not constitute an API error;
•    "Cluster" means a group of virtual servers preconfigured with Hadoop software;
•    "Cluster fees" means the fees for your Cluster for the monthly billing period in which the failure occurred ;
•    "cluster host" means the group of physical servers which hosts your Cluster;
•    "data center network" means the portion of the Rackspace network extending from the network egress point of your Cluster to the outbound port of the data center border router;
•    “emergency maintenance” means critical unforeseen maintenance (e.g. repairs, modifications, or upgrades) needed to ensure security or reliability;
•    "power" excludes Cluster host power supplies which is covered as part of the Cluster  hosts guarantee;
•    "region" means a particular physical location where the Cluster exists (e.g. Dallas, Chicago, London).  Cluster control and data planes are independent per region and do not span regions;
•    "scheduled maintenance" means maintenance (e.g. repairs, modifications, or upgrades) that is announced at least 72 hours in advance;
•    “valid API request” is defined as a well formed request that complies with the published API specification;

Limitations
•    You are not entitled to a credit if you are in breach of your services agreement with Rackspace (including your payment obligations to Rackspace) 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 Services.  You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within Rackspace's control.
•    To receive a credit, you must log a request via ticket in the Rackspace cloud control panel within thirty (30) days following the end of the downtime and provide logs evidencing Rackspace's failure to meet the SLA. You must show that your use of your Cluster was adversely affected in some way as a result of the downtime to be eligible for the credit.
•    Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cluster 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 Agreement is part of your Cloud Terms of Service.




©2014 Rackspace US, Inc.
January 13, 2014 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud Block Storage SLA

Service Level Agreement

Guarantee

We guarantee that Cloud Block Storage service will be available 99.9% of the time in a given billing cycle. If we fail to meet this guarantee, you will be eligible to receive a credit to your account. Credits apply to affected volumes only. 

 

Unavailability

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

 

Credits

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 effected Cloud Block Storage service, or at your option, your fee for the current billing cycle.  Credits will be applied at the end of your current billing cycle.  Credits will be based on the duration of the unavailability that exceeds the 99.9% threshold as follows:

 

Total Cloud Block Storage 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%

 

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;

 

Limitations

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 downtime. You must show that your use of the Cloud Block Storage service was adversely affected in some way as a result of the downtime 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.

©2014 Rackspace US, Inc.
January 1, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud Databases SLA

Rackspace Cloud Databases SLA

If you purchase Rackspace Cloud Databases, Rackspace will provision a Cloud Database Instance running MySQL Server with a connected storage volume.

 

Cloud Database Instances

We guarantee that your Cloud Database Instance(s) will be available 99.9% of the time in any given monthly billing period, excluding Scheduled Maintenance. This guarantee includes unavailability due to failures with the Datacenter Infrastructure (including power and network), but excludes downtime due to either Scheduled Maintenance or Instance Resize Migration (as described below).

 

Instance Resize Migration

If you request that we resize your Cloud Database Instance (such as by increasing or decreasing the amount of storage or compute resources dedicated to a given instance), the Cloud Database Instance may be unavailable during resizing as we re-provision the instance on appropriate host infrastructure. Because Instance Resize Migration times may vary substantially based on existing image size, the availability of additional resources on the existing host, and the target instance size, Rackspace makes no guarantee about Instance Resize Migration times and no credit is available for downtime due to a request that Rackspace resize a given Cloud Database Instance.

 

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 Cloud Databases 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:

Cloud Database Instances: 5% of the Cloud Database fees for each 30 minutes of instance downtime after the first 0.1% of downtime during the month, up to 100% of the Cloud Database fees;

Definitions: For purposes of this Service Level Agreement:

"Cloud Database Instance" means your unique database instance including the MySQL process and the availability of the storage volume provisioned for your instance as well as the API you use to administer the Rackspace Cloud Databases Service.

"Datacenter Infrastructure" means the Rackspace Cloud network which extends from the network egress point of your Cloud Database host to the data center border router, the availability of power in the data center, and the UPSs, PDUs and power cabling servicing the Cloud Database Hosts.

"Cloud Database Fees" means the fees for your Rackspace Cloud Databases for the monthly billing period in which the failure occurred.

"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.

 

Limitations

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 or administration of the Cloud Databases system (for example, if you completely fill the storage volume allocated to your Cloud Database Instance, your Cloud Database Instance may become unavailable). You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.

Root Access. Rackspace is unable to guarantee that it can properly support Cloud Database Instances with root access enabled, and you acknowledge that if we provide root access you are not entitled to a credit if downtime occurs on an instance that is root enabled.

To receive a credit, you must request a credit via your Rackspace Cloud control panel within thirty (30) days following the end of the downtime. You must show that your use of the Cloud Databases was adversely affected in some way as a result of the downtime to be eligible for the credit.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cloud Database 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 Agreement is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 1, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud DBA Monitoring SLA

Cloud Database Administration (‘DBA’) Monitoring SLA

 Service Level Agreement & Terms

 Notification Time SLA

Rackspace will notify you via SMS text message, email, or the Rackspace ticketing system of Monitoring Alerts on your DB Server(s) within 5 minutes of the Monitoring Alert being generated, except during periods of Scheduled Maintenance or Emergency Maintenance.

Credits

If we fail to meet the notification time SLA stated above you are entitled to a credit in the amount of 5% of your total monthly recurring fee for the affected DB Server per event, up to 100% of your monthly fee for the affected DB Server(s).

Definitions and Limitations

Definitions

For the purposes of the SLA outlined above:

  • A “Monitoring Alert” is when a device being monitored violates a predefined error condition, and some form of notification ("Alert") is generated.
  • “Monitoring Services” means the infrastructure, software, and services responsible for monitoring devices and generating/tracking "Monitoring Alerts."
  • “DB Server” means the Rackspace supplied and configured software and hardware for which DBA Services have been purchased, but specifically excluding customer provided software and any hardware or service which has been labeled “colocated”, “non-standard”, “unsupported” or with like designation.
  • "Scheduled Maintenance" means maintenance (e.g. repairs, modifications, or upgrades) that is announced at least ten business days in advance.
  • “Emergency Maintenance” means critical unforeseen maintenance (e.g. repairs, modifications, or upgrades) needed to ensure security or reliability.

Limitations

The credits stated in this DBA Monitoring SLA shall not apply to the extent that you make changes in your Services or Rackspace makes changes in your Services at your request that prevents Rackspace from providing the DBA Services or meeting the service level guaranties stated herein.

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 Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus attacks, hacking attempts, or any other circumstances that are not within our control.

In order to ensure that Rackspace is able to provide you with the DBA Services, Rackspace support teams may occasionally provide you with recommended configuration changes or upgrades (the "Configuration Guidance").  You shall not be entitled to a credit if the event giving rise to the credit would not have occurred but for your failure to implement the Configuration Guidance or otherwise address the issue in a manner which permits Rackspace to provide the DBA Services within 5 days of your receipt of the Configuration Guidance, or such other time frame as stated in the Configuration Guidance. 

To receive a credit, you must request a credit via your Rackspace Cloud control panel 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.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your total Cloud DB Server Fee(s) 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 Agreement is part of your Cloud Terms of Service.

 

©2014 Rackspace US, Inc.
June 26, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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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 Cloud Files 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 Rackspace'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 Agreement:

 

"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  Rackspace (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 Rackspace  or your misuse of the Services. You are not entitled to a credit for unavailability or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.

 

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

 

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cloud Files 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 Agreement  is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 21, 2011 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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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: 5% of the Cloud Load Balancer Fees for each additional hour of downtime, up to 100% of the Cloud Load Balancer Fees;

Definitions: For purposes of this Service Level Agreement:

"Load Balancer" means your unique load balancer instance;

"Load Balancer Fees" means the fees for your Rackspace Cloud Load Balancer for the monthly billing period in which the failure occurred and includes monthly instance, concurrent connections and bandwidth charges;

"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.

 

Limitations

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 Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus attacks, hacking attempts, or any other circumstances that are not within our control.

To receive a credit, you must request a credit via your Rackspace Cloud control panel  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.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cloud Load Balancer 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 Agreement is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 1, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud Monitoring SLA

Cloud Monitoring Service

Service Level Agreement & Terms

Remote Monitoring. With Rackspace’s Cloud Remote Monitoring Service you can check the availability of remote web services by attempting to create an active connection to a specified port (a “Check”).  You may use Remote Cloud Monitoring Checks on any IP address (or related hostname) that you own, whether hosted by Rackspace or at another location.

Restrictions on Remote Monitoring Use. You may not configure Checks against IP addresses that you do not own, and while you may configure Checks against dynamic IP addresses you must disable or modify the applicable Checks when the target IP is re-assigned (for this reason we suggest that you point any Check running against a dynamic IP target to a DNS entry that is updated when the target IP changes).

Server Monitoring. With Rackspace’s Deep Server Monitoring, you can monitor your server resources, including Memory, CPU, Disk, and Network.

Restrictions on Deep Server Monitoring Use. You may not configure Checks against servers that you are not authorized to monitor and you must disable or modify the applicable Checks if your authority with the respect to the servers ends.

Service Level Agreement.  Cloud Monitoring Service will be available 99.9% of the time in any given monthly billing period, excluding Scheduled Maintenance. For the purposes of this guarantee, the Rackspace Cloud Monitoring Service is considered available if it performs properly configured Checks and notifies you of any failed Check within 30 minutes of performing the Check.

Credits.  If we fail to meet a guarantee stated above, you will be eligible for a credit equal to 10% of your monthly recurring fees for the Cloud Monitoring Services for each 30 minutes during which the Cloud Monitoring Services failed to meet the guarantee stated above, after the first 0.1% of unavailability, up to 100% of your monthly recurring fee for the Cloud Monitoring Services.

If you have a Managed Service Level account, you will receive a credit equal to the greater of the remedy described above or a one-time credit of ten dollars.  For example, if the Cloud Monitoring Service does not meet the Service Level Agreement stated above, and you do not have a recurring monthly fee for the Cloud Monitoring Service because you are only using the Checks included as part of your Managed Service Level, then you will receive a credit of ten dollars.  

"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.

Fees.  Although you may utilize and configure Rackspace Cloud Monitoring Checks via an API, please note that you will still be billed in accordance with the fee schedule at: http://www.rackspace.com/cloud/public/monitoring/pricing/

Restrictions on Use.  You may not configure Checks against IP addresses that you do not own, and while you may configure Checks against dynamic IP addresses you must disable or modify the applicable Checks when the target IP is re-assigned (for this reason we suggest that you point any Check running against a dynamic IP target to a DNS entry that is updated when the target IP changes).

 

Limitations

The Service Level Agreement only applies if you are using the most current version of the Rackspace monitoring agent. You will not be entitled to credits related to your misconfiguration of the cloud system or monitoring agent or for any failures relating to the networking issues between you and the Rackspace Cloud monitoring systems.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 Cloud or your misuse or administration of the Rackspace Cloud Monitoring Service. 

To receive a credit, you must request a credit via your Rackspace Cloud control panel  within thirty (30) days following the failure of a Check.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cloud Monitoring Service 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 Agreement & Terms is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
April 25, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud Servers (First Gen) SLA

Network

We guaranty that our data center network will be available 100% of the time in any given monthly billing period, excluding scheduled maintenance.

 

Data Center Infrastructure

We guaranty that data center HVAC and power will be functioning 100% of the time in any given monthly billing period, excluding scheduled maintenance. Infrastructure downtime exists when Cloud Servers™ downtime occurs as a result of power or heat problems.

 

Cloud Server Hosts

We guaranty the functioning of all cloud server hosts including compute, storage, and hypervisor. If a cloud server host fails, we guaranty that restoration or repair will be complete within one hour of problem identification.

 

Migration

If a cloud server migration is required because of cloud server host degradation, we will notify you at least 24 hours in advance of beginning the migration, unless we determine in our reasonable judgment, that we must begin the migration sooner to protect your cloud server data. Either way, we guaranty that the migration will be complete within three hours of the time that we begin the migration.

 

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 those Cloud Servers™ 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:

Network: 5% of the cloud server fees for each 30 minutes of network downtime, up to 100% of the cloud server fees;

Data Center Infrastructure: 5% of the cloud server fees for each 30 minutes of infrastructure downtime, up to 100% of the cloud server fees;

Cloud Server Hosts: 5% of the cloud server fees for each additional hour of downtime, up to 100% of the cloud server fees;

Migration: 5% of the cloud server  fees for each additional hour of downtime, up to 100% of the cloud server fees.

Definitions: For purposes of this Service Level Agreement:

"cloud server" means your unique virtual machine instance;

"cloud server fees" means the fees for your Cloud Servers™ for the monthly billing period in which the failure occurred and includes monthly virtual machine instance and bandwidth charges;

"cloud server host" means the physical server which hosts your cloud server;

"data center network" means the portion of the Rackspace Cloud network extending from the network egress point of your cloud server host to the outbound port of the data center border router;

"power" includes UPSs, PDUs and cabling, but does not include the power supplies in cloud server hosts;

"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.

 

Limitations

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 Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.

To receive a credit, you must request a credit via your Rackspace Cloud control panel within thirty (30) days following the end of the downtime. You must show that your use of the Cloud Servers™ was adversely affected in some way as a result of the downtime to be eligible for the credit.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your cloud server 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 Agreement  is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 21, 2011 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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Cloud Servers (Next Gen) SLA

Rackspace Cloud Servers (Next Gen) is comprised of two related subsystems, the control plane and the data plane, each with its own service level guarantee.


I. CONTROL PLANE

The “control plane” is the Cloud Servers API (Application Programming Interface) used to create, manage, and delete cloud servers.

We guarantee the Cloud Servers control plane will be available 99.9% of the time in any given monthly billing period.

                            SLA Credit for Control Plane:    
                            Monthly Availability        Credit Percentage*
                            100% - 99.9%                               0%   
                            < 99.9% - 99.5%                          10%
                            < 99.5% - 99.0%                          20%
                            < 99.0%                                       30%

“Monthly Availability” is calculated on a per customer, per region basis, for a given monthly billing period, as follows (represented as a percentage):

                            1 – (Total API Errors)/(Total Valid API Requests)

* Credits will be calculated as a percentage of all cloud server fees in the affected region for the monthly billing period.


II. DATA PLANE

The "data plane" includes cloud servers created via the control plane plus supporting systems and services required for the proper functioning and availability of those cloud servers.  Customers manage and have full control over their cloud servers and Rackspace guarantees proper functioning of the following supporting systems and services: 

Network
We guarantee that our data center network will be available 100% of the time in any given monthly billing period, excluding scheduled or emergency maintenance.  Network downtime exists when a cloud server is not reachable as a result of a failure in the data center network.

              SLA Credit for Network Downtime: 5% of the cloud server fees for each 30 minutes of network downtime (or portion thereof), up to 100% of the cloud server fees.**

Data Center Infrastructure
We guarantee that data center HVAC and power will be functioning 100% of the time in any given monthly billing period, excluding scheduled or emergency maintenance.  Data center infrastructure downtime exists when a cloud server experiences a failure as a result of power or heat problems.

               SLA Credit for Data Center Infrastructure Downtime: 5% of the cloud server fees for each 30 minutes of data center infrastructure downtime (or portion thereof), up to 100% of the cloud server fees.**

Cloud Server Hosts
We guarantee the functioning of all cloud server hosts including the hypervisor.  If a cloud server host fails, we guarantee that restoration or repair will be complete within one hour of problem identification. 
 
              SLA Credit for Cloud Server Host Downtime: 5% of the cloud server fees for each additional hour of downtime (or portion thereof), after the first hour, up to 100% of the cloud server fees.**

Migration
If a cloud server migration is required because of cloud server host degradation, we will notify you at least 24 hours in advance of beginning the migration, unless we determine in our reasonable judgment that we must begin the migration sooner to protect your cloud server data.  Either way, we guarantee the migration will be complete within three hours of the time we begin the migration.
 
             SLA Credit for Migration Downtime: 5% of the cloud server fees for each additional hour of downtime (or portion thereof), after the first three hours, up to 100% of the cloud server fees.**

** Credits will be calculated as a percentage of the fees for those cloud servers adversely affected by the failure for the monthly billing period during which the failure occurred.


III. DEFINITIONS AND LIMITATIONS

Definitions
For purposes of the Service Level Agreements outlined above:

•    "API error" is defined as: (i) an HTTP 5xx server error response to a valid API request or  (ii) no response to a valid API request because the API is down.  Network errors or downtime outside of the Rackspace data center network do not constitute an API error;
•    “valid API request” is defined as a well formed request that complies with the published API specification;
•    "cloud server" means a unique virtual machine instance;
•    "cloud server fees" means the fees for your cloud servers for the monthly billing period in which the failure occurred and includes hourly virtual machine usage and bandwidth charges;
•    "cloud server host" means the physical server which hosts your cloud server;
•    "region" means a particular physical location where the Cloud Servers service exists (e.g. Dallas, Chicago, London).  Cloud Servers control and data planes are independent per region and do not span regions;
•    "data center network" means the portion of the Rackspace network extending from the network egress point of your cloud server to the outbound port of the data center border router;
•    "power" excludes cloud server host power supplies which is covered as part of the cloud server hosts guarantee;
•    "scheduled maintenance" means maintenance (e.g. repairs, modifications, or upgrades) that is announced at least ten business days in advance;
•    “emergency maintenance” means critical unforeseen maintenance (e.g. repairs, modifications, or upgrades) needed to ensure security or reliability

Limitations
•    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 Services.  You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.
•    To receive a credit, you must log a request via ticket in the Rackspace cloud control panel within thirty (30) days following the end of the downtime and provide logs evidencing Rackspace's failure to meet the SLA.  You must show that your use of Cloud Servers was adversely affected in some way as a result of the downtime to be eligible for the credit.
•    Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your cloud server 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 Guarantee is your sole and exclusive remedy for Cloud Servers unavailability. 



This Service Level Agreement is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
June 6, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
Print version

Cloud Sites SLA

Our no-loophole, no-legalese SLA

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 Cloud Sites fee for the month in which the outage occurs).  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 a support ticket via the Cloud control panel.

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.

 

Limitations

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 Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.

To receive a credit, you must request a credit via your Rackspace Cloud control panel within thirty (30) days following the end of the outage.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Cloud Sites 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 Agreement is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 1, 2013 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
Print version

Rackspace Cloud Queues API SLA

Rackspace Cloud Queues API Service Level Agreement

Service Level Guarantee
We guarantee that the Rackspace Cloud Queues API will be available 99.9% of the time in a given monthly billing period, excluding scheduled maintenance or emergency maintenance. If we fail to meet this guarantee, you will be eligible to receive a credit to your account as described below.

                            Monthly Availability        Credit Percentage*
                            100% - 99.9%                               0%   
                            < 99.9% - 99.5%                          10%
                            < 99.5% - 99.0%                          20%
                            < 99.0%                                       30%


“Monthly Availability” is calculated on a per customer, per region basis, for a given monthly billing period, as follows (represented as a percentage):
                            1 – (Total API Errors)/(Total Valid API Requests)

* Credits will be calculated as a percentage of all Rackspace Cloud Queues fees in the affected region for the monthly billing period.


DEFINITIONS AND LIMITATIONS

Definitions
For purposes of the Service Level Agreement outlined above:

•    "API error" is defined as: (i) an HTTP 5xx server error response to a valid API request or  (ii) no response to a valid API request because the API is down.  Network errors or       downtime outside of the Rackspace data center network do not constitute an API error;

•    “emergency maintenance” means critical unforeseen maintenance (e.g. repairs, modifications, or upgrades) needed to ensure security or reliability;

•    "Rackspace Cloud Queues fees" means the fees for your Rackspace Cloud Queues service for the monthly billing period in which the failure occurred, including  bandwidth charges;

•    "region" means a particular physical location where Rackspace Cloud Queues Services exists (e.g. Dallas, Chicago, London).  Rackspace Cloud Queues control and data planes are independent per region and do not span regions;

•    "scheduled maintenance" means maintenance (e.g. repairs, modifications, or upgrades) that is announced at least seventy-two hours in advance;

•    “valid API request” is defined as a well formed request that complies with the published API specification.

Limitations
•    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 Services.  You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.
•    To receive a credit, you must log a request via ticket in the Rackspace cloud control panel within thirty (30) days following the end of the period of unavailability and provide logs evidencing Rackspace's failure to meet the SLA.  You must show that your use of Rackspace Cloud Queues was adversely affected in some way as a result of the downtime to be eligible for the credit. If your credit request is approved, the credit will be applied during the next billing cycle after your request is approved.
•    Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period, including all guaranties, shall not exceed 100% of your Rackspace Cloud Queues 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 Guarantee is your sole and exclusive remedy for Rackspace Cloud Queues unavailability. 

This Service Level Agreement is part of your Cloud Terms of Service.

©2014 Rackspace US, Inc.
January 1, 2014 revision

The English version of this Agreement (including all policies and other documents mentioned hereunder) shall prevail. This Portuguese / Spanish version is being provided for your convenience only. Please note that there may be differences between the English and Portuguese / Spanish versions of this Agreement (including all policies and other documents referred to in this Agreement) due to, for example, delays in translation.
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