Rackspace Replication Manager Service Level Guarantee
Rackspace offers a customizable Recovery Time Service Level Guarantee when using the Replication Manager Service.
Recovery Time: Once a successful Failover Test has been completed and validated by the Rackspace Replication Manager Architecture Team, your recovery time for the purposes of this Service Level Guarantee will be determined by doubling the recovery time recorded in the successful Failover Test of the Production Recovery Plan.
Rackspace guarantees all Target Virtual Machines shall be powered-on in accordance with the Production Recovery Plan during an Unplanned Failover with the Recovery Time described above. For the purposes of this Service Level Guarantee, the start and end time of Recovery Time shall be defined as:
start time: The earlier of either the initiation of Unplanned Failover ticket or when a customer uses the Unplanned Failover functionality of the MyRackspace customer portal.
end time: Completion of powering-on all Target Virtual Machines according to the Production Recovery Plan.
Your Recovery Time Service Level Guarantee is valid for a 90-day period following each successful Failover Test. You must schedule and conduct a new Failover Test(s) using your Production Recovery Plan to revalidate your subsequent Recovery Time Service Level Guarantee.
Remedy: Credit of 100% of the monthly utility fee for all Source Virtual Machines configured in the Production Recovery Plan.
Limitations: To be eligible for the Recovery Time Service Level Guaranty, you must meet the following minimum requirements: