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From installation to the most up-to-date patching that's tested by us, Rackspace delivers comprehensive support of the Microsoft Windows Operating System layer. Everything that we do is about making sure that your Windows services run the way you expect them to and helping you enable your OS to serve your applications. And we are literally available around the clock to answer your questions, troubleshoot issues and irregularities ranging from Windows security and precautionary measures to more application specific advice. We can even do full OS level forensics for you.

While you keep complete control of your Windows OS, our certified Microsoft experts lend their deep expertise in configuring your environment to meet your specific needs. They are available to help optimize your environment by taking actions such as determining the best use of specific hardware, optimizing memory, tuning existing services, providing customized disk partitioning or monitoring specific performance counters.

The Following Support Pages Only Reflect a Sliver of Our Products and Only a Taste of How Thoroughly We Support Them.


From the outset, our Rackspace Security Team is available 24 hours a day to provide you with expert assistance installing, configuring, troubleshooting, patching and monitoring the dedicated firewalls within your Rackspace environment. Their certified training and experience makes it possible to provide day-to-day support and guidance, implementing items such as access-lists as well as troubleshooting ineffective filters or non-responsive firewalls.

The following are a few ways we help you with your dedicated Firewalls:


We Get You Up and Going from the Start:
  • Install the latest Rackspace tested version of the software for the selected firewall
  • Configure the necessary static translations
  • Configure the access list which you provide
  • Configure additional services such as VPN or DMZ
  • Backup of the firewall configuration
  • Configure monitoring and a security quality check


We Help You Make the Most of Your Dedicated Firewalls:
  • Assist with adding new access lists as needed
  • Test and certify all automated updates
  • Provide copies of access list to you on request
  • Provide advanced translation configuration on request
  • Deny access from specific networks on request
  • Monitor device continuously


We're There for You When Your Firewall Isn't Working Properly:
  • Perform firewall analysis to ensure correct hardware operation
  • Advise on firewall configuration when failure is not hardware related
  • Guarantee one-hour hardware replacement in the event of hardware failure


When You Need More Help, Examples of Our Available Expertise:
  • Perform ACL optimization
  • Configure and install advanced configurations
  • Escalate issues directly to Cisco's Technical Assistance Center (TAC), updating you on progress throughout the process
For our Dedicated Exchange environments, we help you set up the environment to perform according to your requirements. Since Exchange is a complex mail solution, it is optimal for our customersto have a qualified in-house administrator that can work closely with your Rackspace Support Team to troubleshoot issues and plan for growth, while also administering the application on a day-to-day basis.

The following are a few ways we help you with Dedicated Exchange:


We Get You Up and Going from the Start:
  • Install and configure Exchange for your domain
  • Build basic Active Directory for Exchange
  • Walk through the creation of Active Directory objects
  • Configure RPC over HTTP and OWA with SSL certificates purchased through Rackspace
  • Assist in configuring DNS (MX) records to point to the Exchange environment


We Help You Make The Most of Your Exchange Server:
  • Assist in developing and implementing a backup plan
  • Provide guidance to administrators in setting up access to Exchange mail through ActiveSync
  • Provide assistance configuring groups and contacts


We're There for You When Exchange Isn't Working Properly:
  • Provide an environment health check, evaluating disk, CPU, RAM and network usage to resolve performance issues
  • Help diagnose and resolve issues related to mail getting stuck in the delivery queue
  • Troubleshoot configuration issues that may prevent the sending and receiving of mail
  • Troubleshoot DNS problems
All Rackspace customers receive an advanced, geographically redundant DNS infrastructure. You are also provided access to a DNS configuration tool via the MyRackspace customer portal. Our support teams are available to assist with troubleshooting DNS issues, helping to perform single or bulk changes that cannot be accommodated via the configuration tool, providing general DNS advice and helping to facilitate DNS migrations.

The following are a few ways we help you with DNS:


We Get You Up and Going from the Start:
  • Assist with importing DNS information to the Rackspace DNS servers
  • Perform bulk DNS changes on the name servers and help facilitate DNS migrations
  • Assist with advanced DNS configurations like domain keys and SPF records
  • Assist with troubleshooting problem DNS records
  • Assist with DNS zone changes
  • Repair the DNS zone to the previous operating condition and notify you if a change is made to a DNS zone and it fails the acceptance check by the name server
Rackspace has partnered with Alert Logic to provide proactive intrusion detection and response services. Your expert Rackspace Security Team serves as your point of contact for questions about the service, device tuning and custom configuration. Should a threat be detected, the team is promptly notified, will evaluate the event and then carry out the specific instructions you provided, blocking the intruder or notifying your specified contacts.

The following are a few examples of the ways we help you with your IDS:


We Get You Up and Going from the Start:
  • Install and tune your IDS appliance to your environment
  • Walk through the service to implement any special configuration requirements


We Help You Make The Most of Your IDS:
  • Configure access lists to ensure a secure environment
  • Provide access to the Appliance Management portal
  • Assist with threats as they are reported by the appliance
  • Deny access from specific networks or activity on request


We're There for You When Your IDS Isn't Working Properly:
  • Perform appliance analysis to ensure correct hardware operation
  • Advise you regarding configuration, if failure is not hardware related
  • Guarantee one-hour hardware replacement in the event of hardware failure


When You Need More Help, Examples of Our Available Expertise:
  • Escalate unresolved issues directly to Alert Logic Security Operations Team, updating you on progress throughout the process
We provide comprehensive assistance with IIS, starting with installation and including configuration, patching, troubleshooting and more. We do all this to make sure your web server is set up to run optimally with your applications. Our experts keep their eyes on your server helping you identify inefficiencies and problem areas while providing guidance for ongoing administration.

The following are a few examples of the ways we help you with your web sServer:


We Get You Up and Going from the Start:
  • Install a variety of relevant web extensions (e.g. PHP, ASP, .NET) to expand the default IIS configuration
  • Import a copy of your DNS zone file from a previous configuration
  • Install SSL certificates purchased through Rackspace
  • Walkthrough setting up your initial web and FTP sites
  • Assist in setting up virtual directories


We Help You Make The Most of Your Web Server:
  • Assist with all IIS settings including website setup, web extensions and execute permissions on the site
  • Assist configuring up to 5 app pools
  • Edit IIS Virtual SMTP Service to allow your website to relay mail through the server
  • Configure SMTP service in IIS to allow you to email forms through a web page
  • Help set up individual FTP Site TCP/IP address access restrictions
  • Enable the appropriate web extensions to support the development framework


We're There When Your Application is Working, But Your Web Server Isn't:
  • Troubleshoot your IIS configuration
  • Interpret error messages to identify root cause of failure
  • Troubleshoot connectivity to an application (such as SQL Server)
  • Troubleshoot permissions and file issues such as modifying the execute permissions to allow scripts to run
  • Help evaluate and interpret customer log files and assist in diagnosing client side error messages
As one of our fully supported Windows MTAs, we take full ownership of any issues and questions related to IMail. Thoroughly trained on IMail, our Technical Support Teams are ready to assist you with a broad range of activities. Starting with the setup and configuration of your mail to helping you customize rules and account settings to meet your business' mail requirements, we are ready to assist you at all times. As one of our fully supported Windows MTAs, we take full ownership of any issues and questions related to IMail. Thoroughly trained on IMail, our Technical Support Teams are ready to assist you with a broad range of activities. Starting with the setup and configuration of your mail to helping you customize rules and account settings to meet your business' mail requirements, we are ready to assist you at all times.

The following are a few examples of the ways we help you with IMail:


We Get You Up and Going from the Start:
  • Install Mmail and upgrade to latest version as requested
  • Walk through basic IMail features
  • Assist creating users and domains


We Help You Make The Most of IMail:
  • Assist configuring basic anti-spam options (e.g. DNS Blacklist, PTR, SPF lookups and Whitelists)
  • Assist configuring webmail connectivity in IIS to customer's preference
  • Assist creating inbound and outbound rules
  • Assist setting up MSSQL database as backend database as appropriate


We're There For You When IMail Isn't Working Properly
  • Troubleshoot Imail configuration issues which may prevent the sending/receiving of mail
  • Troubleshoot DNS problems, including PTR & MX records issues
  • Troubleshoot incoming messages incorrectly flagged as spam
  • Help interpret error logs and messages
  • Assist with webmail login issues
  • Assist managing blacklist issues resulting from compromised email accounts
Our certified Network Team is trained to expertly support a variety of enterprise-class load balancers, including Cisco CSS, ACE and Redhill Webmux. They will install and configure your dedicated load balancer for your Rackspace environment and provide ongoing assistance 24x7x365, thinking through critical details such as traffic distribution or the appropriate type of algorithm to utilize.

The following are a few examples of the ways we help you with your load balancer:


We Get You Up and Going from the Start:
  • Install the latest Rackspace tested version of the software for the selected load balancer
  • Configure server IP address farms and health checks
  • Configure SSL termination with supplied certificate in PEM format, if applicable
  • Configure Virtual IP addresses (VIPS) with load balancing algorithms, as requested
  • Backup the load balancer configuration


We Help You Make The Most of Your Load Balancer:
  • Modify existing server IP farms and VIPS
  • Configure additional IP farms, VIPS and SSL certificates
  • Provide copy of load balancer configuration as requested
  • Test and certify automated updates
  • Monitor the device continuously


We're There for You When Your Load Balancer Isn't Working Properly:
  • Analyze traffic passing through the load balancer based on RFC guidelines
  • Evaluate algorithms to ensure configuration represents intended load balancing objectives
  • Guarantee one-hour hardware replacement in the event of hardware failure


When You Need More Help, Examples of Our Available Expertise:
  • Assist with advanced configuration options
  • Escalate unresolved issues further to Cisco Technical Assistance Center (TAC) and CAI Networks, updating you on progress throughout the process
We manage your entire backup solution, beginning with the initial setup and configuration. We continue with the performance optimization of your backup environment and tracking your backups for completion or failure. Our managed backup technicians are available 24x7 to perform data restores, to change the configuration and to answer all your backup questions.

The following are a few examples of the ways we help you with Backups:


We Get You Up and Going from the Start:
  • Assist in determining the most appropriate backup strategy based on data volume and recovery speed
  • Install a relevant backup agent, as requested
  • Configure all aspects of backup per customer input
  • Provide guidance for dumping files for backups when an agent is not available or used


We Help You Make The Most of Managed Backups:
  • Assist you in defining retention periods, offsite options and backup times
  • Help you determine a backup allotment strategy to meet data fluctuations and long-term growth
  • Guidance defining save set and identifying exclusions
  • Configure backups for a MS Exchange information store or individual mailbox/public folder
  • Setup up a customer script to run immediately before or after a recurring backup job starts/completes


We're There For You When Data Is Lost or Backup Is Not Working Properly:
  • Perform directed backup restores to repopulate data after servers have been down
  • Review maintenance plan details for servers w/ MS SQL
  • Perform a full system restore for a server that backs up all data
  • Troubleshoot and resolve failed backups
  • Restart backup jobs that are not reporting any progress and identify the cause
We're responsible for supporting your entire Exchange infrastructure here at Rackspace while working with your administrators on questions about how to get the most out of your messaging and collaboration. As your primary support option, we're available around the clock to help resolve any end-user Exchange issues related to availability, customer account setup, mailbox configuration, security settings or specific end-user issues.

The following are a few examples of the ways we help you with Hosted Exchange:


We Get You Up and Going from the Start:
  • Assist in determining requirements for additional storage
  • Provide guidance to administrators in creating profiles for end-users and in delivering mail client software
  • Walkthrough features of control panel, assisting with creation of accounts and addition of mobile users (e.g. BlackBerry, Good Mobile Messaging, ActiveSync)


We Help You Make The Most of Exchange:
  • Backup information stores or individual mailbox/public folders
  • Assist creating first set of custom mail filters
  • Provide guidance for white and black list set up
  • Provide guidance in defining mail routing, creating domain aliases and establishing user groups
  • Add new domains to a customer's account


We're There for You When Data Is Lost or Backup Is Not Working Properly:
  • Troubleshoot failure of default spam and anti-virus setting to capture unwanted or malicious mail


A la carte services available for additional fee:
  • Perform a domain name change if requested
  • Restore mailbox in case of total deletion: 30 day retention options available
  • Recover specific messages accidentally deleted within the previous 14 days
We take on the responsibility of supporting all of the Noteworthy webmail infrastructure and also help your administrators make the most of your mail and collaboration solution. For all intents and purposes we are your primary support, available at all times to help resolve issues regarding availability, your account setup and the performance and the security of the Noteworthy solution.

The following are a few examples of the ways we help you with Noteworthy:


Examples of What We Do at The Start:
  • Walkthrough features of the control panel and assistance with the creation of users
  • Assist in determining requirements for additional storage


We Help You Make The Most of Your Mail and Collaboration:
  • Assist in creating first set of custom mail filters
  • Assist in setting up white and black lists
  • Provide guidance in defining mail routing, creating domain aliases and establishing user groups
  • Assist in setting up split domain routing (users in same domain can use either Noteworthy or Exchange)
  • Perform a domain name change if requested
  • Add new domains to a customer's account


We're There For You When Data Is Lost or Backup is Not Working Properly:
  • Restore mailbox in case of total drive failure
  • Troubleshoot failure of default spam and AV setting to capture unwanted or malicious mail
  • Troubleshoot issues with application availability
Our certified security staff has the training and expertise to expertly support our Preventier DDoS Mitigation service 24x7x365. Working with you to establish baseline traffic patterns and preferred responses, the security team readies Preventier to respond to an attack so you have the best possible solution to mitigate malicious traffic and keep your environment online.

The following are a few examples of the ways we help you with Preventier:


We Get You Up and Going from The Start:
  • Configure the Preventier service for your specific IP addresses
  • Initiate a learning phase to map your typical traffic patterns
  • Perform a threshold tuning phase to determine an expected rate of legitimate traffic
  • Backup the Preventier configuration
  • Configure the firewall and load balancer in the Preventier environment


We're There for You When Your Environment Is Under a DDoS Attack:
  • Initiate protection strategies when a DDoS is detected, such as placing your environment in a protected mode or blocking the malicious traffic through the firewall
  • Create a bypass filter rule to allow specific traffic types through Preventier inspection
  • Take action to stop an outbound attack and then investigate the server to provide you with a root cause analysis and suggestions for enhanced prevention in the future
Our years of experience and expertise supporting the Microsoft Windows platform, provides us with the expertise to support a variety of integrated services, so you get the most of your environment. While you maintain full control of your OS, we are available at all times to answer your questions regarding the best ways for accomplishing the objectives that you have established.

The following are a few examples of the ways we help you with Windows services:


We Help You with Windows Defrag:
  • Run and monitor de-fragmentation of NTFS volumes on all Windows servers using the built in Windows Defrag Utility
  • Assist you in setting up a scripted defrag process on Windows 2003 Servers


We Help You with Windows Media Services:
  • Install and confirm Windows Media Services is working properly by creating an on-demand stream using the RTSP or MMS control protocol
  • Troubleshoot to determine whether the service is running and the appropriate ports are open
  • Determine whether there are events in the event log and interpret the message to resolve any issues
  • Automated patching provided through the Rackspace network


We Help You with Windows Firewalls:
  • Assist in opening and closing ports based on customer requirements
  • Monitor server availability through ping responses by allowing echo requests for ICMP traffic
We do more than sell SSL Certificates. Our technicians will create, install, and make sure they're always working for you. So, from the start, your security level is functioning as intended. With our expertise and close relationships with our SSL providers, we're able to deliver comprehensive support for your certificates, verify their validity and troubleshoot any issues with HTTPS functionality.

The following are a few examples of the ways we help you with SSL Certificates:


We Get You Up and Going from the Start:
  • Generate an appropriate private key and CSR
  • Install the key and certificate into the web server (IIS or Apache) and assign to the appropriate website
  • Store a PFX copy off-server to ensure private key information is backed up


We Help You Make The Most of Your SSL Certificates:
  • Assist in moving certificates and private keys to another Rackspace server
  • Assist in converting PKCS#12 files to accommodate the required key and certificate formatting


We're There For You When Your SSL Certificate is Not Working Properly:
  • Verify web server will accept HTTPS connections and identify root cause if it does not
Our Support Teams are trained to make Urchin run as effectively as possible and to help you get the most out of its features. Our involvement starts at the very beginning when we install the application and get you up and running, so you can make use of your web analytics immediately. Our extensive training and close relationship with Google™ means that we are capable of addressing your most complicated issues.

The following are a few examples of the ways we help you with Urchin:


We Get You Up and Going from the Start:
  • Install a standard version of Urchin (customized install available by request)
  • Walk through setting up your first 5 profiles
  • Provide a process for updating Urchin with the latest updates and vulnerability patches


We Help You Make The Most of Urchin:
  • Provide guidance in modifying default Urchin settings after installation
  • Assist with server-side configuration of the Urchin Traffic Monitoring (UTM) module
  • Migrate Urchin data from one Rackspace server to another


We're There For You When Urchin is Not Working Properly:
  • Investigate why logs are not capturing data appropriately
  • Troubleshoot the root cause of Urchin application failure data
  • Troubleshoot scheduling problems (e.g. profiles stuck in pending status or simply failing to run
  • Troubleshoot issues where data is missing from profile
Should you choose a Cisco software client or LAN-to-LAN IPsec VPN, you will receive expert support from our certified security staff. From configuring the VPN based on your parameters to troubleshooting VPN related issues, a team of Rackspace security experts is readily available to support you 24x7x365. Think of our security team as your partner for ongoing assistance enabling a VPN with your environment.

The following are a few ways we help you with your VPN Configuration:


We Get You Up and Going from the Start:
  • Configure VPN on your dedicated Rackspace firewall to your specifications
  • Configure the sysopt parameters which will bypass the access-list for all IPSEC traffic
  • Upload the latest Cisco VPN client to your server with instructions on setup


We Help You Make The Most of Your VPN:
  • Configure access lists to ensure a secure environment
  • Modify VPN parameters as requested
  • Provide copies of the VPN configuration and access list on request
  • Provide copy of debug information as needed


We're There for You When Your VPN Isn't Working Properly:
  • Debug the VPN phase 1 and phase 2 proposal to ensure correct VPN configuration and hardware operation