Choosing a hosting provider is never easy and it seems to be risky when your site is at stake. We know that the
availability of your site is of utmost importance and entrusting your website to Rackspace is something that we
take seriously. That's why we have built the hosting industry's most aggressive Service Level Agreement (SLA) to
cover the multiple components that keep your site up and running.Rackspace's SLA is a contract between you, the customer, and Rackspace. It defines the terms of our responsibility and the money back guarantees if our responsibilities are not met. We want our customers to feel at ease with their decision to move their site to Rackspace, and knowing that Rackspace takes your site's uptime as seriously as you do is imperative.
The Rackspace SLA covers three components that support the availability of your web site:
Rackspace guarantees that its network will be available 100% of the time in a given month, excluding scheduled
maintenance. Network uptime includes functioning of all network infrastructure including routers, switches and
cabling, but does not include services or software running on your server. Network downtime exists when a particular
customer is unable to transmit and receive data and is measured from the time the trouble ticket is opened.Rackspace Guarantee: Upon experiencing downtime, Rackspace will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server).
Rackspace guarantees that the critical infrastructure systems will be available 100% of the time in a given month,
excluding scheduled maintenance. Critical infrastructure includes functioning of all power and HVAC infrastructure
including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure
downtime exists when a particular server is shut down due to power or heat problems and is measured from the time
the trouble ticket is opened to the time the problem is resolved and the server is powered back on.Rackspace Guarantee: Upon experiencing downtime, Rackspace will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server).
Rackspace guarantees the functioning of all hardware components and will replace any failed component at no cost to
the customer. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related
hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload
of certain operating systems and applications.Hardware replacement will begin once Rackspace identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.
Rackspace Guarantee: In the event that it takes us more than one hour to replace faulty hardware, Rackspace will credit the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee for the affected server).
To receive an SLA credit, Rackspace customers must contact their account manager.- View Service Level Approaches
- Learn More About Fanatical Support®
- Read Up on Our Zero-Downtime Network™
