Cloud Monitoring Service
Service Level Agreement & Terms
Remote Monitoring. With Rackspace’s Cloud Remote Monitoring Service you can check the availability of remote web services by attempting to create an active connection to a specified port (a “Check”). You may use Remote Cloud Monitoring Checks on any IP address (or related hostname) that you own, whether hosted by Rackspace or at another location.
Restrictions on Remote Monitoring Use. You may not configure Checks against IP addresses that you do not own, and while you may configure Checks against dynamic IP addresses you must disable or modify the applicable Checks when the target IP is re-assigned (for this reason we suggest that you point any Check running against a dynamic IP target to a DNS entry that is updated when the target IP changes).
Server Monitoring. With Rackspace’s Deep Server Monitoring, you can monitor your server resources, including Memory, CPU, Disk, and Network.
Restrictions on Deep Server Monitoring Use. You may not configure Checks against servers that you are not authorized to monitor and you must disable or modify the applicable Checks if your authority with the respect to the servers ends.
Service Level Agreement. Cloud Monitoring Service will be available 99.9% of the time in any given monthly billing period, excluding Scheduled Maintenance. For the purposes of this guarantee, the Rackspace Cloud Monitoring Service is considered available if it performs properly configured Checks and notifies you of any failed Check within 30 minutes of performing the Check.
Credits. If we fail to meet a guarantee stated above, you will be eligible for a credit equal to 10% of your monthly recurring fees for the Cloud Monitoring Services for each 30 minutes during which the Cloud Monitoring Services failed to meet the guarantee stated above, after the first 0.1% of unavailability, up to 100% of your monthly recurring fee for the Cloud Monitoring Services.
If you have a Managed Service Level account, you will receive a credit equal to the greater of the remedy described above or a one-time credit of ten dollars. For example, if the Cloud Monitoring Service does not meet the Service Level Agreement stated above, and you do not have a recurring monthly fee for the Cloud Monitoring Service because you are only using the Checks included as part of your Managed Service Level, then you will receive a credit of ten dollars.
"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.
Fees. Although you may utilize and configure Rackspace Cloud Monitoring Checks via an API, please note that you will still be billed in accordance with the fee schedule at: http://www.rackspace.com/cloud/public/monitoring/pricing/ 
Restrictions on Use. You may not configure Checks against IP addresses that you do not own, and while you may configure Checks against dynamic IP addresses you must disable or modify the applicable Checks when the target IP is re-assigned (for this reason we suggest that you point any Check running against a dynamic IP target to a DNS entry that is updated when the target IP changes).
The Service Level Agreement only applies if you are using the most current version of the Rackspace monitoring agent. You will not be entitled to credits related to your misconfiguration of the cloud system or monitoring agent or for any failures relating to the networking issues between you and the Rackspace Cloud monitoring systems.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 Cloud or your misuse or administration of the Rackspace Cloud Monitoring Service.
To receive a credit, you must request a credit via your Rackspace Cloud control panel within thirty (30) days following the failure of a Check.
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 Monitoring Service 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 & Terms is part of your Cloud Terms of Service.