Managed Operations: FAQs


Security

Are cloud servers PCI-DSS compliant?

The Rackspace Cloud environment has not been formally assessed for for compliance with the Payment Card Industry (PCI) Data Security Standard (DSS).  For information about PCI-DSS, see Cloud Security Solutions. For information about PCI-DSS when using Rackspace Dedicated Hosting services, see PCI-Compliant Hosting for E-commerce Websites.

FAQ

Can I move my servers from my current account to a Managed Operations Service Level account?

If you want Managed Operations Service Level support for a server that is in your current Managed Infrastructure account, you must migrate that server to a new server within a Managed Operations account. This migration is necessary in order for the appropriate OS images, patching and updates, and system administration access provisions to be deployed on the server. All of these features are necessary for the Managed Operations team to provide you with the highest quality support for your server. The Managed Operations support team will help you determine the most efficient and effective way to migrate your Managed Infrastructure server to a Managed Operations Service Level account.

Do I need a separate account for Cloud Servers with a Managed Operations?

Because the Managed Operations is offered at the account level, every cloud product in the account receives the Managed Operations. Therefore, if you want to have some cloud servers that do not have a Managed Operations and some that do, you will need to have a separate account for the Cloud Servers without Managed Operations. Servers on the other account will be at the Managed Infrastructure Service Level.

What is Rackspace Cloud Backup?

Rackspace Cloud Backup is a file-level storage option for Cloud Servers. It allows you to configure backups through the Control Panel and choose to back up a particular folder or file with the frequency that works best for you.

For additional information, see the following Knowledge Center articles:

Rackspace Cloud Backup: FAQs

Rackspace Cloud Backup: Getting Started Guide

Rackspace Cloud Backup (File-Level) vs. Cloud Server Images

Is my Rackspace Cloud Server with a Managed Operations Service Level account automatically backed up?

No, your server is not backed up until you configure and schedule backups. You have the following options for backing up your server:

For a comparison of Cloud Server images and Rackspace Cloud Backup, see Rackspace Cloud Backup vs. Cloud Server Image Backups.

Will Rackspace troubleshoot programming or code for customers?

No. The Managed Infrastructure and Managed Operations Service Level teams will not troubleshoot your code or programs.

Will the Rackspace support team automatically scale Cloud Servers if necessary?

Not at this time. However, if you notice issues or have questions about capacity, the Managed Operations team will work with you and recommend solutions.

What does a server with Managed Operations Service Level support cost?

Please see our Cloud Servers Pricing Page for full pricing details.

What is included in a Managed Operations Service Level account?

Cloud Servers with a Managed Operations Service Level include access to a dedicated, 24x7x365 support team via phone, chat, and online support ticket. The team will support your servers from the OS up through the application stack of Microsoft SQL Server, .Net/IIS, and the LAMP stack on Linux. Your Cloud Server will be regularly patched and updated. Monitoring services are included, with the Managed Operations team proactively responding to any alerts. We will monitor up to two user-defined ports as well as user-defined URL content.

We will provide free licensing for the Rackspace Cloud Backup file-based backup option (standard Cloud Files storage fees apply). Your servers will also be configured to use our Mailgun SMTP relay service to ensure smooth email delivery, with the first 50,000 emails sent for free every month.  For details and options, see the Mailgun Rackspace pricing page.

What is Cloud Servers with a Managed Operations Service Level?

Cloud Servers with a Managed Operations Service Level extends the enhanced managed support level from our Managed Hosting offering into our Cloud offering. The Managed Operations Service Level provides an additional level of support that includes monitoring, OS and application infrastructure layer support, and technical guidance for your Cloud Servers.

Do you have Servers with a Managed Operations Service Level in the UK?

Yes. For information, go to http://www.rackspace.co.uk/cloud/managed.

How do I contact the Managed Operations Team?

You can contact the Managed Operations team via direct chat, a phone call to 1-877-934-0407, or by submitting a ticket online. There are links to all of these options on the Control Panel.

As a Rackspace customer, can I link my Managed Hosting configuration and account to a Cloud Server with Managed Operations Service Level configuration and account?

Yes, the same way you are currently able to link your Managed Hosting accounts and your cloud accounts.

Is there a cost associated with data migration services?

The Managed Operations team can help you determine if a migration is needed. If it is, the Managed Operations team works with the Rackspace Professional Services team on the migration, or they can recommend a Rackspace Partner. Any work performed by the Rackspace Professional Services Team or a partner incurs additional charges.

For more information, see Rackspace Professional Services or call 1-800-440-2149.