A Rackspace Managed Cloud Service Level account extends the managed support level from our Managed Hosting offering into our Cloud offering. This offer provides an additional level of support and management that includes monitoring, OS and application infrastructure layer support, and technical guidance on your Rackspace Cloud portfolio.
Managed Cloud Service Level accounts include access to a dedicated support team available 24 hours a day and 7 days a week via phone, chat, email and online support ticket. The team will support your cloud servers from the operating system level up through the application stack of Microsoft SQL Server, .NET and IIS, and the LAMP stack on Linux. Your cloud server will be regularly patched and updated. Additionally, Rackspace will manage your Cloud Databases, providing basic DBA assistance such as user and table management and data backup. Monitoring services are included, with the Managed Cloud Service Level team proactively responding to any alerts. As a Managed Cloud Service Level customer you can configure up to eight monitors per server with any combination of ping, port, or URL.
You can view the list of supported operating system versions and applications for Linux and Windows Managed Cloud Service Level servers in the following article: Cloud Servers With Managed Cloud Service Level - Spheres of Support
No. Upgrading to a Managed Cloud Service Level Account does not change server IP address or hostname. Further, there are no changes to the server instance IDs, nor is there a change to your account number and username/password combination. All of these remain the same with the upgrade process.
At this time, the only operating systems we support for a Rackspace Managed Cloud Service Level account are listed in the article referenced above. If you choose to upgrade to a Managed Cloud Service Level account, you must either delete any active Cloud Servers and images with unsupported operating systems or transfer those unsupported images to a separate account. Once the servers and images have been transferred you will be eligible to upgrade.
When needing a new Cloud Server or Cloud Database, you may choose to create the image on the server yourself, or one of the Managed Cloud Service Level team members can create it for you. Either way, we will keep it updated, patched and running for you.
To upgrade to a Rackspace Managed Cloud Service Level account, your account must meet the following conditions:
A technical account manager can assist you to ensure that Managed Cloud Service Level is the best fit for your needs.
Upon the creation of a Cloud Server or a Cloud Database within a Managed Cloud Service Level account, a flat monthly account fee will be assessed when at least one instance on the account is active or used during that month. For more pricing information, please see:
To get an overall picture of your costs you can also use our price calculator:
To get pricing information for Cloud Servers with Managed Cloud Support Level, make sure to check the box in the lower-right corner of the screen:
Both the account fee (assessed per account) and the per-instance service fee (assessed per Cloud Server or Database instance) allow Rackspace to provide you with our managed service at the lowest possible cost. The account fee covers the administration of your account on a monthly basis. The service fee covers the administration of each server instance.
The account fee will not be prorated. The service fee, however, is a utility fee and you will only be charged for the amount of time your instance is active.
Not at this time. However, if you notice issues or have questions about capacity, your Rackspace account team will work with you and recommend solutions.
No—your Rackspace account team will not troubleshoot your program code.
New Cloud Servers with the Managed Cloud Service Level include a basic Rackspace Cloud Backup configuration that backs up directories that commonly contain user data weekly. The default backup profile is not a full system backup. Our support team can assist you with adding more locations to the backup profile or changing the time interval between backups.
Cloud Backup stores its archives in Cloud Files, so standard storage and bandwidth costs for Cloud Files do apply. Deleting a cloud server will not delete associated backup archives in Cloud Files - they must be manually removed.
Since the managed service is offered at the account level, every cloud product in the account receives the managed service level. Therefore, if you want Cloud Servers or Cloud Databases that do not have managed service and some that do, you will need to have a separate account for the Cloud products without a Managed Cloud Service Level.
During the upgrade process, Rackspace will:
Yes, the same way you are currently able to link your Managed Hosting accounts and your cloud accounts.
You can contact the Rackspace Managed Cloud Service Level account team via chat, phone or by submitting a ticket online. The phone number and links to all of these options are accessible in the Cloud Control Panel.
We only allow upgrades to a Rackspace Managed Cloud Service Level account at this time. If you wish to remove the managed service, a new account will need to be created and new Cloud Servers and Cloud Databases built.
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