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Acuerdo de nivel de servicio administrado (SLA)

Elegir un proveedor de hospedaje nunca resulta fácil y parece arriesgado cuando su sitio está en juego. Sabemos que la disponibilidad de su sitio es de suma importancia y confiar su sitio web a Rackspace es algo que nos tomamos muy en serio. Por ello, hemos desarrollado el Acuerdo de nivel de servicio (SLA, por sus siglas en inglés) más exigente de la industria del hospedaje para cubrir los múltiples componentes que mantienen su sitio en funcionamiento.

El SLA de Rackspace es un contrato entre usted, el cliente y Rackspace. En él se definen los términos de nuestra responsabilidad y la garantía de devolución de dinero si nuestras responsabilidades no se cumplen. Queremos que nuestros clientes se sientan cómodos con su decisión de cambiar su sitio a Rackspace y es de suma importancia saber que Rackspace se toma el tiempo de funcionamiento de su sitio tan en serio como usted.

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.