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Managed Service Level Agreement

Die Auswahl eines Hostinganbieters ist nie einfach und birgt Risiken, da Ihre Website auf dem Spiel steht. Wir wissen, wie wichtig die Verfügbarkeit Ihrer Website ist, und nehmen unsere Verantwortung ernst, wenn Sie Ihre Website Rackspace anvertrauen. Daher haben wir die aggressivste Service Level-Vereinbarung (SLA) der Branche entwickelt, um die verschiedenen Komponenten abzudecken, die zum reibungslosen Betrieb Ihrer Website gehören.

Die Rackspace-SLA ist ein Vertrag zwischen Ihnen, dem Kunden, und Rackspace. Die SLA regelt Zuständigkeit und Ihre Geld-zurück-Garantie, falls wir unsere Verantwortlichkeit nicht erfüllen. Unsere Kunden sollen sich wohl fühlen bei der Entscheidung, ihre Website zu Rackspace umzuziehen, und darauf vertrauen können, dass Rackspace die Verfügbarkeit Ihrer Website ebenso ernst nimmt wie Sie selbst.

The Rackspace SLA covers three components that support the availability of your web site

Network

We guaranty that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Rackspace network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Rackspace managed switches, routers, cabling.

Infrastructure

We guaranty that data center HVAC and power will be functioning 100% of the time in a given month, excluding scheduled maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems.

Hardware

We guaranty the functioning of all server hardware components and will replace any failed component at no cost. "Hardware" means the processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. Hardware replacement will begin once we identify the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification.

Rackspace Guaranty:

We will credit your account 5% of the monthly fee for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected server.

Rackspace Guaranty:

Rackspace will credit your account 5% of the monthly fee for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).

Rackspace Guaranty:

We will credit your account 5% of the monthly fee per additional hour of downtime, up to 100% of your monthly fee for the affected server(s).

Credit Requests

To receive an SLA credit, Rackspace customers must contact their account manager.