Managed Service Level Agreement
Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the
availability of your site is of utmost importance and entrusting your website to Rackspace is something that we
take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to
cover the multiple components that keep your site up and running.
Rackspace's SLA is a contract between you, the customer, and Rackspace. It defines the terms of our responsibility
and the money back guaranty if our responsibilities are not met. We want our customers to feel at ease with their
decision to move their site to Rackspace, and knowing that Rackspace takes your site's uptime as seriously as you
do is imperative.
The Rackspace SLA covers three components that support the availability of your web site:
We guaranty that our data center
network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network
means the portion of the Rackspace network extending from the outbound port on your edge device to the outbound port of
the data center border router and includes Rackspace managed switches, routers, cabling.
We will credit your account 5% of the monthly fee for each 30 minutes of network
downtime, up to 100% of your monthly fee for the affected server.
We guaranty that data center HVAC and power will be functioning 100% of the time in a given month, excluding
scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your
servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.
Rackspace will credit your account 5% of the monthly fee for each 30 minutes of
infrastructure downtime, up to 100% of your monthly fee for the affected server(s).
We guaranty the functioning of all server hardware components and will replace any failed component at no cost.
"Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with
the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is
guaranteed to be complete within one hour of problem identification.
We will credit your account 5% of the monthly fee per additional hour of downtime, up to
100% of your monthly fee for the affected server(s).
To receive an SLA credit, Rackspace customers must contact their account manager.
With Rackspace Support, You're Never Alone
One of the best parts about hosting your Rich Media project with us is that we're always here for you—24x7x365. Our unlimited
support and expertise is ready to go whenever you need us.
Learn How We Support You
How Does Managed Colocation Compare to Traditional Colocation?
Read this quick comparison that highlights some of the advantages of Managed Colocation.
See How They Compare