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 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.
Account credits are calculated as a percentage of your Cloud Files™ service fee, as follows:
Total Cloud Files™ Available Time (for given billing cycle)
100% - 99.9%
99.89% - 99.5%
99.49% - 99.0%
98.99% - 98.0%
97.99% - 97.5%
97.49% - 97.0%
96.99% - 96.5%
Less than 96.5%
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;
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.