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Performance SLA

 Performance SLA

On-demand Customer Care Services

  • Dedicated Account Manager and Business Development Consultant who are familiar with your config and business
  • 24x7x365 team focused on your platform and service needs
  • Your servers are up and running fast
  • Rackspace 101 introductory call with your Support Team helps you get the most out of Rackspace and your config
  • Experienced System Engineers available on demand to assist you in developing, planning and managing your environment
Proactive Customer Care Services

  • Dedicated Account Manager and Business Development Consultant who know your config and business inside and out
  • 24x7x365 support team of experienced systems engineers specializing in your technologies
  • Custom deployment project managed by your Account Manager
  • Extensive implementation planning and assistance
  • Experienced System Engineer proactively provides consulting services, systems administration and troubleshooting
  • Regularly scheduled configuration performance consultations with your Support Team
  • Change Management Coordinator documenting and overseeing your configuration changes
  • Capacity Planning to align with your growth goals
  • Priority Issue escalation to our key hardware and software vendors

Server & Device Administration

  • Customized specifications (no prepackaged hardware)
  • Unlimited Sys Admin troubleshooting when you want, as much as you want, and by people who know the answers to your questions
Server & Device Administration

  • Customized specifications (no prepackaged hardware)
  • Unlimited Sys Admin troubleshooting when you want, as much as you want and by people who know the answers to your questions
  • Customized Managed Active Directory
  • Disk Defragmentation Management

Security

  • Automated and Rackspace tested OS patching
  • Server compromise checks on demand
  • Managed firewall device (optional)
  • Managed VPN access (optional)
  • Third-party security audit (optional)
  • Dedicated Intrusion Detection (optional)
Security

  • OS patching tested by Rackspace and done according to your schedule
  • Customized patching and rollback capabilities
  • Server virus scanning
  • Third party security audit upon implementation
  • Managed Firewalls
  • Managed VPN Access
  • Dedicated Intrusion Detection (optional)
  • PrevenTier™ DDoS Mitigation (optional)

Storage & Backup Management

  • Storage Options — local storage (hardware RAID) and DAS (Direct Attached Storage)
  • Database backup agents for MS SQL and MySQL (optional)
  • Offsite Storage & Rotation (optional)
Storage & Backup Management

  • Storage Options — local storage (hardware RAID), DAS (Direct Attached Storage) and Storage Area Network (fiber channel and Serial ATA drive technology)
  • Private and secure dedicated backup network
  • Backup needs analysis & integrity testing
  • Database backup agents for MS SQL, MySQL and Oracle (optional)
  • Offsite Storage & Rotation (optional)

Monitoring & Issue Response

  • Standard availability monitoring of ports and services
  • Notification preferences and customer driven specifications
Monitoring & Issue Response

  • Both custom port monitoring and synthetic transaction monitoring ensure your application is running as designed
  • Advanced system performance monitoring proactively identifies server performance issues
  • Predictive hardware failure monitoring (as allowed by device)
  • We create and update detailed instructions and rules on how we manage your environment

Reporting

  • Online ticketing and ticket archiving
  • Detailed backup performance and utilization
  • Bandwidth utilization
  • DNS Manager
  • Urchin Web Analytics (optional)
Reporting & Performance Management

  • Online ticketing and ticket archiving
  • Detailed backup performance and utilization
  • Bandwidth utilization
  • Monthly support ticket trending
  • Server performance reports
  • Custom monthly trend reporting from monitoring systems
  • DNS Manager
  • Urchin Web Analytics (optional)







  • Full Managed Support for Microsoft and Linux
  • Support Team Dedicated to Your Account
  • 24x7x365 Live Support & Expertise
  • Immediate Response to Emergency Support Tickets



  • SAS 70 Type II Certification (Intensive)
  • Red Hat Premier Hosting Partner
  • Microsoft Gold Certified Partner
  • MySQL Certified Hosting Partner
  • 80+ Red Hat Certified Engineers — More Than Any Other Provider
  • 60+ Microsoft Certified Professionals with Additional Microsoft Certifications
  • Cisco and Other Third Party Networking Certifications



  • 100% Network Uptime Guarantee
  • -Hour Hardware Replacement Guarantee
  • 2-Hour Commencement of Onsite Data Restores
  • Up to 100% Credit of Monthly Fees



  • 7 World-Class Data Centers Globally
  • Staffed Only with Certified Security and Networking Teams
  • SAS 70 Type I Certification
  • Secured by Keycards, Biometric Scanning and Constant Surveillance
  • All HVAC Systems N+1 Redundant
  • Conditioned Power Provides All Servers With Uninterrupted Power Supply
  • State-of-the-Art Fire Suppression System
  • Fully Redundant, Enterprise-Class Routing Equipment



  • Tier-1 Network
  • High Performance Bandwidth Only
  • Network Solely Dedicated to Managed Hosting, No Telecom Services
  • Constant Network Monitoring for Latencies and Intrusion
  • Proactive Network Management Methodology Improves Network Topology and Configuration Continuously