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Compare our service levels

Since different businesses have different needs, we offer you two service levels — Managed and Intensive.

See a detailed comparison of these two service levels below, or learn more about our Critical Application Services with an SLA that provides a 100% production platform uptime guarantee.


Discover why Rackspace is recognized as a leader in Gartner's Magic Quadrant for Managed Hosting and is preferred by thousands of customers.

“With Rackspace, not only do we get on-demand support, we get forward-looking support. They make things happen.”
Simon Grunfeld
President and CTO, Gallant FX, Inc.


Uptime SLA

Managed Intensive

Industry-leading SLA including 100% Network Uptime guarantee

1-Hour Hardware Replacement

Customer care services

Managed Intensive

Proactive support

Custom deployment, managed by your Account Manager

Extensive implementation planning and assistance

Regularly scheduled configuration performance consultations with your Dedicated Support Team

Change Management Coordinator documenting and overseeing your configuration changes

Capacity Planning to align with your growth goals

Priority issue escalation to our key hardware and software vendors

24x7x365 Fanatical Support®

Access to Support and System Engineers for developing, planning, and managing your environment

Server & device administration

Managed Intensive

Customized, managed Active Directory

Customized specifications (no prepackaged hardware)

Unlimited System Administrator troubleshooting when you want, as much as you want, and by people who know the answers to your questions

Security

Managed Intensive

Customized patching and rollback capabilities

Server virus scanning

Third-party security audit upon implementation

Managed firewalls

Managed VPN access

Dedicated intrusion detection (optional)

Rackspace DDoS mitigation (optional)

Automated and Rackspace-tested OS patching

Server compromise checks on-demand

Storage & backup management

Managed Intensive

Private and secure dedicated backup network

Backup needs analysis & integrity testing

Storage options — local storage (hardware RAID), DAS (Direct Attached Storage), and Storage Area Network (fiber channel and Serial ATA drive technology)

Database backup agents for MS SQL, MySQL, and Oracle (optional)

Offsite storage and rotation (optional)

Monitoring & issue response

Managed Intensive

Both custom port monitoring and synthetic transaction monitoring ensure your application is running as designed

Advanced system performance monitoring proactively identifies server performance issues

Predictive hardware failure monitoring (as allowed by device)

We create and update detailed instructions and rules on how we manage your environment

Standard availability monitoring of ports and services

Notification preferences and customer-driven specifications

Disk capacity monitoring and alerting

Active Directory and clustering monitoring (optional)

Reporting & performance management

Managed Intensive

Monthly support ticket trending

Server performance reports

Custom monthly trend reporting from monitoring systems

Online ticketing and ticket archiving

Detailed backup performance and utilization

Bandwidth utilization

DNS Manager

Web analytics (optional)

Get Fanatical Support for your Dedicated Hosting or Hybrid Cloud solution at Rackspace.

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