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.
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.