If you reasonably believe that we have failed to meet our Five Elements of Fanatical Support
®—Responsiveness, Ownership, Resourcefulness,
Expertise and Transparency—Rackspace will pursue the following remedies:
| 1. |
Your dedicated Rackspace Account Manager will coordinate a thorough investigation of the cause of the event and present an action
plan to remedy the immediate issue and to prevent similar issues from happening in the future.
|
| 2. |
You will have access to a manager 24x7 for issue escalation. If necessary, you will even be able to escalate your issue to our
Executive Team.
|
| 3. |
If we fail to meet the commitments of the action plan that was enacted, you may terminate your contract with Rackspace by providing
written notice describing the incidents, 30 days in advance, given that:
- You are not past due on any account and are in good standing with Rackspace
- You have not been past due for at least (60) days prior to the date of notice
- You have not otherwise breached the Master Service Agreement or Rackspace Acceptable Use Policy
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