Rackspace Critical Sites Service

When your online presence is mission-critical, you need world-class, enterprise-level hosting. Rackspace Critical Sites service level has been created for businesses that rely on their online presence for customer acquisition/retention, revenue generation, customer service, and building brand equity (e.g. E-commerce, SaaS, Media, Advertising). Critical Sites was specifically designed for customers focused on:

• Optimizing end-user experience and online transactions
• Avoiding site/application issues and decreasing break/fix times
• Decreasing customer resources required for developing and maintaining the website or application

Critical Sites Includes Three Components:

Highly Technical Support Team

Rackspace Web Scale Engineers represent the industry's best LAMP (Linux, Apache, MySQL, PHP-PERL-Python) and Microsoft (Windows, IIS, MS SQL, .NET/ASP) professionals. Our engineers maintain and optimize the health of your environment by:

• Anticipating and stopping many potential issues before they arise
• Acting as first responders to identify and resolve issues
• Providing insight into performance, including utilization trends and historical point-in-time transaction data
• Conducting infrastructure, architecture, and application performance reviews

Advanced Tool Set

Sophisticated tools give you real-time, 24x7x365 monitoring and reporting of performance data on your sites and applications. You gain unprecedented visibility into your infrastructure, plus a set of enterprise-level monitoring tools designed to predict, detect, and isolate problems before they affect your customers' online experience, service levels, or bottom-line. Optional tools include:

• Global Website Performance Monitoring: Monitors web site response times from various cities around the world
• Load Testing: Tests site capacity to handle the unplanned traffic spikes that come with a dynamic online business
• Server Burst: Covers deploying additional dedicated infrastructure to rapidly scale and handle sudden spikes in traffic
• Code Release Engineering Tool: Streamlines infrastructure management by simultaneously pushing system configuration and code changes to multiple machines

Aggressive Service Level Agreement (SLA)

The performance and availability of web applications or mission-critical site is key to success. Rackspace wants you to feel confident with the decision to host your web applications and mission-critical sites with us. That's why Critical Sites service is backed by one of the industry's most aggressive SLA that includes:

• 100% Production Platform Uptime Guarantee: Rackspace supplied and configured software and hardware will be available 100% of the time
• Five-Minute Notification Guarantee: You'll receive notifications of performance issues within 5 minutes of identification
• 1-Hour Hardware Replacement Guarantee: Within one-hour of problem identification, hardware is installed and ready
• Double Money-Back Payout: If we don't perform according to our SLA, we'll pay out double what we pay out in our standard SLA on select terms, up to 100% of monthly fees