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.
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 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.
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.