Managed Service Level Agreement

Choosing a hosting provider can seem like a leap of faith. And when your website is involved, the stakes are high. At Rackspace, we understand this and take the trust our customers place in us very seriously. That's why we have built the hosting industry's most aggressive Service Level Agreements (SLAs) to cover the components that keep your solution up and running

A Rackspace SLA is a contract between you, the customer, and Rackspace. It defines the scope of our responsibilities and the penalties we will incur if we do not meet these responsibilities. Ultimately, we want you to trust your solution with us and know that we take uptime as seriously as you do.

With this in mind, every customer gets rapid response to critical issues, unlimited technical phone support, access to our huge online knowledgebase, guaranteed 100% network and infrastructure uptime and many other business-critical support features.

Our SLAs are underpinned by our core values and reflect the dedication to customer service that lies at the centre of the Rackspace culture:

• Fanatical Support in all we do
• Results first; substance over flash
• Full disclosure and transparency
• Passion in our work
• Committed to greatness
• Treat customers like friends and family