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Performance SLA
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Performance SLA
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On-demand Customer Care Services
- Dedicated Account Manager and Business Development Consultant who are familiar with your config and business
- 24x7x365 team focused on your platform and service needs
- Your servers are up and running fast
- Rackspace 101 introductory call with your Support Team helps you get the most out of Rackspace and your config
- Experienced System Engineers available on demand to assist you in developing, planning and managing your environment
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Proactive Customer Care Services
- Dedicated Account Manager and Business Development Consultant who know your config and business inside and out
- 24x7x365 support team of experienced systems engineers specializing in your technologies
- Custom deployment project managed by your Account Manager
- Extensive implementation planning and assistance
- Experienced System Engineer proactively provides consulting services, systems administration and troubleshooting
- Regularly scheduled configuration performance consultations with your Support Team
- Change Management Coordinator documenting and overseeing your configuration changes
- Capacity Planning to align with your growth goals
- Priority Issue escalation to our key hardware and software vendors
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Server & Device Administration
- Customized specifications (no prepackaged hardware)
- Unlimited Sys Admin troubleshooting when you want, as much as you want, and by people who know the answers to your
questions
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Server & Device Administration
- Customized specifications (no prepackaged hardware)
- Unlimited Sys Admin troubleshooting when you want, as much as you want and by people who know the answers to your
questions
- Customized Managed Active Directory
- Disk Defragmentation Management
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Security
- Automated and Rackspace tested OS patching
- Server compromise checks on demand
- Managed firewall device (optional)
- Managed VPN access (optional)
- Third-party security audit (optional)
- Dedicated Intrusion Detection (optional)
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Security
- OS patching tested by Rackspace and done according to your schedule
- Customized patching and rollback capabilities
- Server virus scanning
- Third party security audit upon implementation
- Managed Firewalls
- Managed VPN Access
- Dedicated Intrusion Detection (optional)
- PrevenTier™ DDoS Mitigation (optional)
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Storage & Backup Management
- Storage Options — local storage (hardware RAID) and DAS (Direct Attached Storage)
- Database backup agents for MS SQL and MySQL (optional)
- Offsite Storage & Rotation (optional)
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Storage & Backup Management
- Storage Options — local storage (hardware RAID), DAS (Direct Attached Storage) and Storage Area Network (fiber channel and
Serial ATA drive technology)
- Private and secure dedicated backup network
- Backup needs analysis & integrity testing
- Database backup agents for MS SQL, MySQL and Oracle (optional)
- Offsite Storage & Rotation (optional)
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Monitoring & Issue Response
- Standard availability monitoring of ports and services
- Notification preferences and customer driven specifications
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Monitoring & Issue Response
- Both custom port monitoring and synthetic transaction monitoring ensure your application is running as designed
- Advanced system performance monitoring proactively identifies server performance issues
- Predictive hardware failure monitoring (as allowed by device)
- We create and update detailed instructions and rules on how we manage your environment
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Reporting
- Online ticketing and ticket archiving
- Detailed backup performance and utilization
- Bandwidth utilization
- DNS Manager
- Urchin Web Analytics (optional)
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Reporting & Performance Management
- Online ticketing and ticket archiving
- Detailed backup performance and utilization
- Bandwidth utilization
- Monthly support ticket trending
- Server performance reports
- Custom monthly trend reporting from monitoring systems
- DNS Manager
- Urchin Web Analytics (optional)
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Support
- Full Managed Support for Microsoft and Linux
- Support Team Dedicated to Your Account
- 24x7x365 Live Support & Expertise
- Immediate Response to Emergency Support Tickets
Expertise
- SAS 70 Type II Certification (Intensive)
- Red Hat Premier Hosting Partner
- Microsoft Gold Certified Partner
- MySQL Certified Hosting Partner
- 100+ Red Hat Certified Engineers — More Than Any Other Provider
- 80+ Microsoft Certified Professionals with Additional Microsoft Certifications
- Cisco and Other Third Party Networking Certifications
Guarantees
- 100% Network Uptime Guarantee
- 1-Hour Hardware Replacement Guarantee
- Up to 100% Credit of Monthly Fees
Data Centers
- 8 World-Class Data Centers Globally
- Staffed Only with Certified Security and Networking Teams
- SAS 70 Type II Certification
- Secured by Keycards, Biometric Scanning and Constant Surveillance
- All HVAC Systems N+1 Redundant
- Conditioned Power Provides All Servers With Uninterrupted Power Supply
- State-of-the-Art Fire Suppression System
- Fully Redundant, Enterprise-Class Routing Equipment
Zero-Downtime Network™
- Tier-1 Network
- High Performance Bandwidth Only
- Network Solely Dedicated to Managed Hosting, No Telecom Services
- Constant Network Monitoring for Latencies and Intrusion
- Proactive Network Management Methodology Improves Network Topology and Configuration Continuously
©2009 Rackspace, US Inc.
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United Kingdom
Belgium
Denmark
Germany
Hong Kong
Netherlands
Norway
South Africa
Sweden
Managed vs Intensive
