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Managed Cloud Servers: FAQs


FAQ

What is included in a Managed Cloud Service Level account?

Cloud Servers with a Managed Cloud Service Level include access to a dedicated, 24x7x365 support team via phone, chat, and online support ticket. The team will support your servers from the OS up through the application stack of Microsoft SQL Server, .Net/IIS, and the LAMP stack on Linux. Your Cloud Server will be regularly patched and updated. Monitoring services are included, with the Managed Cloud Service Level team proactively responding to any alerts. We will monitor up to two user-defined ports as well as user-defined URL content.

We will provide free licensing for the Rackspace Cloud Backup file-based backup option (standard Cloud Files storage fees apply). Your servers will also be configured to use our Mailgun SMTP relay service to ensure smooth email delivery, with the first 50,000 emails sent for free every month.  For details and options, see the Mailgun Rackspace pricing page.

What is Cloud Servers with a Managed Cloud Service Level?

Cloud Servers with a Managed Cloud Service Level extends the managed support level from our Managed Hosting offering into our Cloud offering. The Managed Cloud Service Level provides an additional level of support that includes monitoring, OS and application infrastructure layer support, and technical guidance for your Cloud Servers.

Do you have Servers with a Managed Cloud Service Level in the UK?

Yes. For information, go to http://www.rackspace.co.uk/cloud/managed.

How do I contact the Managed Service Team?

You can contact the Managed Service team via direct chat, a phone call to 1-877-934-0407, or by submitting a ticket online. There are links to all of these options on the Control Panel.

As a Rackspace customer, can I link my Managed Hosting configuration and account to a Cloud Server with Managed Cloud Service Level configuration and account?

Yes, the same way you are currently able to link your Managed Hosting accounts and your cloud accounts.

Is there a cost associated with data migration services?

The Managed Cloud Service Level team will assist you in determining if a migration is needed. If it is, the Managed Cloud Service Level team will work with the Rackspace Professional Services team on the migration, or they can recommend a Rackspace Partner. Any work performed by the Rackspace Professional Services Team or a partner will incur additional charges.

Can I move my servers from my current account to a Managed Cloud Service Level account?

If you want Managed Cloud Service Level support for a server that is in your current Infrastructure Service Level account, you must migrate that server to a new server within a Managed Cloud Service Level account. This migration is necessary in order for the appropriate OS images, patching and updates, and system administration access provisions to be deployed on the server. All of these features are necessary for the Managed Cloud Service Level team to provide you with the highest quality support for your server. The Managed Cloud Service Level support team will help you determine the most efficient and effective way to migrate your Infrastructure Service Level server to a Managed Cloud Service Level account.

 

Do I need a separate account for Cloud Servers with a Managed Cloud Service Level?

Because the Managed Cloud Service Level is offered at the account level, every cloud product in the account receives the Managed Cloud Service Level. Therefore, if you want to have some cloud servers that do not have a Managed Cloud Service Level and some that do, you will need to have a separate account for the Cloud Servers without a managed service level. These servers will have the Infrastructure Service Level.

What is the expanded image backup option included with my Managed Cloud Service Level account?

Expanded image backups allow you to retain up to 14 daily backups (in the form of snapshots), along with 1 weekly backup (also in the form of a snapshot). All backups will be stored on your Cloud Files account at a cost of 10¢/GB and can be configured and scheduled through the Cloud Control Panel.

What is Rackspace Cloud Backup?

Rackspace Cloud Backup is a file-level storage option for Cloud Servers. It allows you to configure backups through the Control Panel and choose to back up a particular folder or file with the frequency that works best for you.

For additional information, see the following Knowledge Center articles:

Rackspace Cloud Backup: FAQs

Rackspace Cloud Backup: Getting Started Guide

Rackspace Cloud Backup (File-Level) vs. Cloud Server Images

Is my Rackspace Cloud Server with a Managed Cloud Service Level account automatically backed up?

No, your server is not backed up until you configure and schedule backups. You have the following options for backing up your server:

For a comparison of these two options, see Rackspace Cloud Backup vs. Cloud Server Image Backups.

Will Rackspace troubleshoot programming or code for customers?

No. The Infrastructure Service Level and Managed Cloud Service Level teams will not troubleshoot your code or programs.

Will the Rackspace support team automatically scale Cloud Servers if necessary?

Not at this time. However, if you notice issues or have questions about capacity, the Managed Cloud Service Level team will work with you and recommend solutions.

Will the $100 account fee be assessed with only partial-month usage of a Cloud Server with a Managed Cloud Service Level or will it be prorated?

The account fee will not be prorated. The service fee, however, is a utility fee, and you will be charged only for the amount of time that your server is active.

Why is there an account fee as well as a service fee?

The account fee covers the administration of your Managed Cloud Service Level account and the service fee covers the support team and the services that they provide.

What does a server with Managed Cloud Service Level support cost?

Upon the creation of a server account with Managed Cloud Service Level support, a flat monthly account fee of $100 will be assessed when at least one server on the account is active and used during that month. There is no limit to the number of servers with Managed Cloud Service Level support, and the flat fee will cover all of them. Additionally, there will be a 12¢/hr service charge on top of existing Cloud Server utility prices, billed monthly (based on your anniversary date).