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How We Honor The Fanatical Support Promise®

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 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 a member of 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 your hosting services agreement or the Rackspace Acceptable Use Policy
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