Winter storms: Operational update

Rackspace Technology continues to support customers around the United States and globally without major impact despite record or near-record cold temperatures across the US. Each of our data centers is designed with redundant power via Uninterrupted Power Supplies (UPS) and generator power systems and fully prepared for rolling blackouts. While some data centers in Texas lost power earlier this week, our data centers are designed to run for ~48 hours on generators before refueling. We experienced one transfer to generator power for about 20 minutes on Monday in our DFW3 data center and again early this morning in our New Jersey DC. All systems across both sites transferred to generators and returned to utility power without issue and without any customer impact. Our other data centers remain on alert.

Our DFW3 and MCI (Kansas City) data centers, specifically, implemented their Business Continuity Plan (BCP) related to severe weather. As part of the plan, Rackspace Technology employees (Rackers) ensure warm handoffs from one Racker to another to ensure the DC is properly staffed. If Rackers aren't able to come on site, those Rackers on site will remain in the data center until relieved. We stock our DCs with food and other necessities in preparation for these situations. Rackspace data center operations continue to run without impact.

Our Global Technical Support and Rackspace Application Services teams continue to leverage our global support footprint with Rackers across the globe working extra shifts, flexing their schedules to support customer requests and maintain customer systems. We have reduced or cancelled non-critical maintenances in many of our functions to be able to focus on critical tasks for our customers. We have seen, and will continue to see, some delays with phone call support in specific areas like Network Security and Cloud Office but our workloads remain within normal response and resolution times.

As always, we are carefully monitoring the weather across the US and making adjustments as necessary to support our customers.

If you have any questions, please contact a member of our support team.

Thank you,

Rackspace Technology Operations Leadership