We guaranty that our data center network will be available 100% of the time in any given monthly billing period, excluding scheduled maintenance.
Data Center Infrastructure
We guaranty that data center HVAC and power will be functioning 100% of the time in any given monthly billing period, excluding scheduled maintenance. Infrastructure downtime exists when Cloud Servers™ downtime occurs as a result of power or heat problems.
Cloud Server Hosts
We guaranty the functioning of all cloud server hosts including compute, storage, and hypervisor. If a cloud server host fails, we guaranty that restoration or repair will be complete within one hour of problem identification.
If a cloud server migration is required because of cloud server host degradation, we will notify you at least 24 hours in advance of beginning the migration, unless we determine in our reasonable judgment, that we must begin the migration sooner to protect your cloud server data. Either way, we guaranty that the migration will be complete within three hours of the time that we begin the migration.
If we fail to meet a guaranty stated above, you will be eligible for a credit. Credits will be calculated as a percentage of the fees for those Cloud Servers™ adversely affected by the failure for the current monthly billing period during which the failure occurred (to be applied at the end of the billing cycle), as follows:
Network: 5% of the cloud server fees for each 30 minutes of network downtime, up to 100% of the cloud server fees;
Data Center Infrastructure: 5% of the cloud server fees for each 30 minutes of infrastructure downtime, up to 100% of the cloud server fees;
Cloud Server Hosts: 5% of the cloud server fees for each additional hour of downtime, up to 100% of the cloud server fees;
Migration: 5% of the cloud server fees for each additional hour of downtime, up to 100% of the cloud server fees.
Definitions: For purposes of this Service Level Agreement:
"cloud server" means your unique virtual machine instance;
"cloud server fees" means the fees for your Cloud Servers™ for the monthly billing period in which the failure occurred and includes monthly virtual machine instance and bandwidth charges;
"cloud server host" means the physical server which hosts your cloud server;
"data center network" means the portion of the Rackspace Cloud network extending from the network egress point of your cloud server host to the outbound port of the data center border router;
"power" includes UPSs, PDUs and cabling, but does not include the power supplies in cloud server hosts;
"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.
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 Rackspace or your misuse of the Services. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within our control.
To receive a credit, you must request a credit via your Rackspace Cloud control panel within thirty (30) days following the end of the downtime. You must show that your use of the Cloud Servers™ was adversely affected in some way as a result of the downtime to be eligible for the credit.
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 server 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 is part of your Cloud Terms of Service.